Preventing Call Center Cluster Infections... Insurance Industry "Ensuring 1.5m Distance Between Counselors"

Shift Rotation and Distributed Work Implemented
Personal Headsets Also Provided

[Image source=Yonhap News]

[Asia Economy Reporter Ki Ha-young] The insurance industry will secure a distance of at least 1.5 meters between counselors to reduce the density in call centers. If securing space is difficult, measures such as a three-shift system for rotating work and dispersed work will also be implemented.

On the 13th, the Korea Life Insurance Association announced concentrated management measures for call centers and telemarketing (TM) work centers to prevent the spread of the novel coronavirus infection (COVID-19). The main focus is on reducing workspace density and strengthening quarantine measures.

First, to reduce the density in call centers to about half of the current level, they plan to secure a distance of at least 1.5 meters between counselors by leaving one seat empty between them and arranging seats in a zigzag pattern. If workspace expansion is difficult, companies will apply suitable methods such as a rotating work system (three-shift system), dispersed work, and separated working hours according to their management environment.

Through this shift in work methods, the plan is to operate and maintain civil complaints and insurance sales without interruption, so that insurance consumers can receive consultation without inconvenience. Additionally, insurance consumers who have difficulty signing up for insurance due to avoiding face-to-face contact will be able to timely subscribe to necessary insurance products through non-face-to-face methods. In particular, support will be provided to manage counselors' stress and health to prevent a decline in consultation quality due to increased workload.

Furthermore, thorough disinfection of office spaces and personal hygiene management will be implemented. Measures to prevent infection from close contact include providing and managing personal headsets, raising partition heights between seats (to at least 60 cm), separating workspaces, and separating elevator floors. Temperature checks will be conducted when commuting and moving within the center, and employees showing symptoms will be sent home. Regular disinfection of internal and external facilities at least once a week, placement of hand sanitizers, and mandatory mask-wearing within the center (also applied during phone consultations and ARS guidance) will also be carried out.

A representative from the Korea Life Insurance Association stated, "We plan to encourage outsourcing companies to participate so that these measures are applied equally."

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