This article shows a critical analysis about the workloads in the customer information section which is lended by call centers; this article is based on the framework of the thesis “workload analysis in the customer information section-sic-and implementation of indicators to the area, in the company TCC”, from which, given the result of the study, we can develop general conclusions applicable to the entire labor sector of call centers. For this purpose, there were approaches to basic concepts such as: decent work, ergonomics and sought legal regulations in the field, to eventually make recommendations on the need for depth on the subject.