Telecom Call Centers Intensify COVID-19 Prevention Efforts... Expanding Remote Work

Expansion of Remote and Distributed Work
Reducing Close Contact and Adhering to 'Social Distancing'
Broadcasting Commission Inspects Call Centers of 4 Companies...Manual Requested

On the afternoon of the 11th, counselors are handling consultations at the Korea Disease Control and Prevention Agency 1339 Call Center in Yeongdeungpo-gu, Seoul. The infectious disease specialized call center of the Korea Disease Control and Prevention Agency operates 24 hours a day, year-round, and in addition to the counselors, 19 professionals in health and medical fields are stationed there.
Photo by Joint Press Corps

[Asia Economy Reporter Koo Chae-eun] Telecommunications company call centers employing a total of around 20,000 people, including SK Telecom, KT, LG Uplus, and SK Broadband, have stepped up COVID-19 prevention measures by expanding work-from-home and distributed work arrangements.

This comes after more than 90 confirmed COVID-19 cases were reported in a call center in Guro-gu, Seoul, raising concerns about infection control in telecom call centers. The companies have introduced work-from-home and distributed work systems, while also strengthening prevention checks such as conducting temperature screenings four times a day and disinfecting buildings at least once daily.

According to industry sources on the 12th, telecom companies have started work-from-home arrangements for some call center employees in preparation for the spread of COVID-19. SK Telecom began implementing work-from-home for call center staff starting that day. Among 6,000 call center employees nationwide, 1,500 who expressed willingness to work from home are included in this arrangement. KT plans to distribute about 1,200 employees, which is 20% of its call center workforce, and expand the current approximately 300 employees working from home. LG Uplus has sequentially started work-from-home for cyber counselors and others since the 11th.

However, unlike call centers for electronics, home shopping, or credit card companies, telecom call centers are often located adjacent to national critical facilities such as communication stations, and are managed or controlled accordingly, which is said to reduce the risk of mass infection.

A representative from a telecom company explained, "Unlike other private call centers, telecom call centers are often located in communication ducts or communication concentration station buildings, which are important security facilities, so the prevention systems are well established." They added, "Partitions separate workspaces about 1.6 meters side-to-side and 2.7 meters front-to-back, so the risk of infection due to close contact is relatively low." Another telecom company representative said, "Broadcasts about COVID-19 behavioral guidelines are made during commuting and lunch hours, raising awareness," and added, "We are working while strictly maintaining social distancing."

Meanwhile, the Korea Communications Commission conducted an emergency inspection of the call centers of SK Telecom, KT, LG Uplus, and SK Broadband the previous day and requested that they prepare manuals to respond to potential mass infection situations.

This content was produced with the assistance of AI translation services.