"Poor Conditions" From Call Centers to Logistics Centers...Urgent Need for Treatment Improvement

69 Confirmed COVID-19 Cases Related to Coupang...Infected While Working Part-Time at Logistics Center
1600 Employees at Bucheon Call Center Also Confirmed
Mask Wearing and Social Distancing Rules Not Followed
Experts Point Out "Complacent Response Worsened Situation"

On the afternoon of the 27th, when a cluster of COVID-19 cases occurred at the Coupang logistics center in Bucheon, Gyeonggi-do, a sense of silence prevailed at the Coupang Bucheon logistics center in Ojeong-dong, Bucheon-si, Gyeonggi-do.
/Photo by Yonhap News

[Asia Economy Reporter Kim Suwan] As a large number of confirmed cases of the novel coronavirus infection (COVID-19) have emerged at the logistics centers of online delivery companies Coupang and Market Kurly, community transmission is rapidly spreading.

In particular, concerns are growing that the 'second Guro Call Center' incident may recur, as employees of a large call center are also among the confirmed cases.

Some point out that urgent improvements in working conditions are needed for call centers and logistics centers, as their work environments make it impossible to wear masks while working.

On the 27th, Bucheon City announced that a COVID-19 confirmed case related to the Coupang logistics center occurred at a large call center in Bucheon, Gyeonggi Province, where about 1,600 people work. This call center is known to be the largest in the country.

The confirmed case, Mr. A, was investigated to have worked part-time at the Coupang Bucheon logistics center during the weekend of the 23rd and 24th.

Afterward, Mr. A went to work at the call center on the 25th and reportedly began showing symptoms such as sore throat and cough from the afternoon of that day.

On the 26th, he self-isolated and underwent diagnostic testing, and was confirmed positive for COVID-19 on the same day.

A logistics center. The photo is unrelated to specific expressions in the article. Photo by Asia Economy DB

The problem is that call centers and logistics centers are environments where it is difficult to wear masks for long hours due to the nature of the work.

The health authorities stated that Coupang logistics center employees spread the infection through close contact without masks in places such as the cafeteria and smoking rooms.

On the 27th, Bucheon Mayor Jang Deokcheon said on CBS Radio's 'Sisa Jaki Jung Gwanyong imnida,' "About 1,300 people work daily at Coupang. Approximately 300 are daily workers who change every day," adding, "According to epidemiological investigations, employees wore masks when arriving at work, but during work, masks were often worn improperly, such as hanging on the chin."

Jung Eun-kyung, head of the Central Disaster and Safety Countermeasures Headquarters (CDSCH), also explained at a briefing that "this logistics center is a large-scale workplace, and recently, the workload has increased significantly, with many daily workers employed."

Kim Kang-lip, the first general coordinator of CDSCH, said, "The first rule of quarantine is to rest for 3 to 4 days when sick and observe symptoms, but there are concerns about whether this was properly followed or if it was difficult to do so," adding, "The containers inside the logistics center are highly enclosed, and it is difficult to wear masks continuously while working intensively in a short period."

Another issue is that the working environment does not allow proper adherence to workplace quarantine guidelines recommended by the government.

Experts have pointed out that due to the nature of the logistics and delivery industry, where many short-term employees work, it is practically impossible to take time off when sick.

Office worker A (27), who stated that they work in the service industry, said, "I can understand because it is also a service job. When wearing a mask and explaining products, it is hard to be heard, so customers often complain. It must be even worse in call centers where communication is by phone."

Another office worker B (30) said, "These days, delivery drivers seem busy because of COVID-19, so I wonder how the logistics warehouse situation is," adding, "It must be hard to keep wearing masks while moving heavy loads for long hours."

A call center where employees have no choice but to work closely packed together. Photo is unrelated to specific expressions in the article. Photo by Yonhap News

Previously, there were criticisms about poor working conditions in call center cluster infections. Shim Myung-sook, head of the Dasan Call Center branch of the Hope Solidarity Labor Union, explained on YTN Radio's 'Saengsaeng Economy,' "Due to the nature of the work, it is impossible to wear masks or work from home. Because of COVID-19, extended and holiday work was frequent," adding, "We have to talk closely in a cramped space, so droplet transmission is inevitable."

She continued, "Focusing on satisfying customers, the internal environment was a mess," and pointed out, "It is a work environment with the worst conditions for infectious disease spread."

Experts criticized the complacent response of companies. Professor Eom Jung-sik, an infectious disease specialist at Gachon University Gil Medical Center, said in an interview with Asia Economy, "This Coupang logistics center cluster infection is a problem of the company's management mindset," analyzing, "It is difficult to wear masks and follow quarantine rules in a tough working environment."

He added, "They had the responsibility to improve these issues but neglected them," and pointed out, "The management bears great responsibility for not improving the working environment despite the COVID-19 situation."

He advised, "Taking 3 to 4 days off when sick was not followed at all. By not improving the environment, they indirectly contributed to the outbreak," adding, "From an efficiency perspective, they operated space and people compactly, which makes them vulnerable to infectious diseases. In the new normal era, these things need to be changed."

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