Hyundai Card and Hyundai Capital to Halve Call Center Density

Implementation of Strengthened Infection Control Measures in Call Centers

[Asia Economy Reporter Ki Ha-young] Hyundai Card and Hyundai Capital announced on the 19th that they will implement new infection control measures in their call centers to prevent the spread of the novel coronavirus disease (COVID-19).

The plan is to fundamentally reduce the risk of mass infection by lowering the density of call center agents and strengthening quarantine measures.

First, to protect agents from infectious diseases, the density within call center workplaces will be reduced to half of the previous level. The distance between seats will be widened, and a zigzag seating arrangement will be implemented to secure a distance of more than 1.5 meters between agents. In addition to the existing acrylic partitions in the employee cafeterias, the partitions in the agents' workspaces will be raised to 80 cm.

A method of distributing agents, who were previously concentrated in one space, into multiple spaces will also be introduced. Through cooperation with OS providers, various work methods that can reduce density, such as distributed work, shift work, and telecommuting, will be applied. Restrictions associated with call center work, such as customer information protection issues, will be overcome by utilizing an IP-based system accessible from anywhere within the company and maximizing the use of company-owned spaces.

Disinfection inside and outside the call centers will also be strengthened. Hyundai Card and Hyundai Capital currently conduct daily disinfection on all floors of buildings housing call centers, including their headquarters. Thermal imaging cameras have been installed in the lobbies of all buildings to measure the body temperature of all visitors. Additional thermal imaging cameras will be deployed in employee cafeterias within the buildings to further enhance building disinfection.

A Hyundai Card and Hyundai Capital official stated, "We will ensure that call center agents can work in a safe environment through the establishment and thorough implementation of infection control measures in call centers," adding, "We will also reduce customer inconvenience by utilizing already established consultation systems such as chatbots and artificial intelligence (AI) ARS."

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