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Ensuring the Safety and Health of Call Center Employees

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Being the fastest growing and most robust industry today, there is an urgent need to uphold the protection and welfare of call center employees.

This means the government must formulate appropriate occupational safety and health program guidelines to encompass all establishments and workplaces, as well as operations and activities of call centers, ensuring that these are strictly implemented.

Call centers basically engage in providing a centralized customer service in which agents, representatives, or specialists handle telephone calls related to business on behalf of a client. This kind of job, however, entails some risks and hazards.

Safety and health are mandatory

The Philippines’ Department of Labor and Employment mandates call centers to follow occupational safety and health standards to ensure employees’ safety and health.

This means that through planning, policy-making, implementation and evaluation, employers should be able to adopt and carry out appropriate practices, processes, conditions, and activities that will effectively prevent and reduce, if not eliminate and control, certain risks and hazards of the job.

This also means that employers should contract physicians, dentists, nurses, first-aid staff, and safety officers to address safety and health concerns, and provide services if needed.

In addition, though, employers should provide health and welfare facilities for qualified employees with specific needs such as pregnant or lactating women, young and older people, as well as people with disabilities.

Planning and programming

Employers and managers play a very crucial role in planning and programming. The components of the occupational safety and health program are the following:

Capability building for the committee

  • Equipping members of the safety and health committee with knowledge and capacity to carry out risk management activities
  • Implement information dissemination, training, and work environment interventions

Hazard and risk prevention and control

  • Reducing the possibility of being exposed to hazards and prevent it from causing illnesses or injuries

Referral and access to medical and welfare services

  • Making available medical and welfare services to all employees
  • Working to improve the workplace environment particularly in the physical, ergonomic, and psychological aspects