"Preventing Call Center Cluster Infections"... Card Companies Implement Distributed and Shift Work

[Image source=Yonhap News]

[Asia Economy Reporter Ki Ha-young] As call centers have emerged as hotspots for cluster infections of the novel coronavirus disease (COVID-19), credit card companies have also begun preparing countermeasures such as staggered and distributed work shifts.

According to the industry on the 14th, Samsung Card started implementing shift work for call center employees from the 12th. Only two-thirds of the total employees come to work each day, and the seating for counseling staff is arranged alternately. The remaining one-third of employees who do not come to work according to the shift schedule are granted paid leave.

KB Kookmin Card has distributed its Seoul call center employees to work at three different locations. They have also prepared alternative workplaces in case the call center is closed due to the spread of COVID-19.

Lotte Card has separated personnel at call centers in Seoul, Busan, and Chuncheon to work on the same tasks on different floors. Each center has essential personnel organized so that work can continue even if one of the three call centers is closed. BC Card had already established a dual call center system in Seoul’s Gasan Digital Complex and Seocho before the COVID-19 outbreak.

Earlier, on the 13th, financial authorities held a meeting to prevent and contain COVID-19 infections and decided to reduce the density of call centers to half of the previous level. They recommended maintaining a distance of at least 1.5 meters between counselors by leaving one seat empty or arranging seats in a zigzag pattern when there is enough space in the workplace. If there is insufficient space, they suggested securing space through shift work, distributed work, or telecommuting (remote work). Additionally, disinfection of call center spaces was to be conducted between the 13th and 17th, with at least one regular disinfection measure implemented.

There are 701 financial sector call centers nationwide, employing approximately 63,000 people. Call center employees are at high risk of infection because they have to talk all day in enclosed spaces. Although mask-wearing is recommended, it is reported that wearing masks during phone consultations is difficult due to breathing discomfort. Telecommuting is also challenging due to personal information protection issues. Since the cluster infection outbreak at a call center in Guro-gu, Seoul on the 10th, the number of confirmed cases related to the Guro-gu call center has reached 115 (82 employees and 33 family members or contacts) as of the day before.

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