By Makiko Yamazaki and Yuki Nitta 近一个月后,东京宣布进入紧急状态,许多呼叫中心员工仍然电信公司KDDI Corp .)通勤到拥挤的办公室,冠状病毒感染的恐惧已经采取了后座的数据安全。 真纪子山崎和徐怀钰Nitta
TOKYO: Almost a month after Tokyo declared a state of emergency, dozens of call centre employees for telecom<\/a> KDDI Corp<\/a> still commute into their crowded office, where the fear of coronavirus<\/a> infection has taken a back seat to data security<\/a>.
Call centres<\/a> have exposed one of the fault lines in Japan's fight against the pandemic, as it takes a less forceful approach than many countries. In the past few weeks, 17 infections were confirmed at a post office call centre in the northern island of Hokkaido and 11 at a Kyoto mail-order business.
Japan Inc has been reluctant to embrace telecommuting, with firms citing concerns about data security. Companies also fear a decline in worker productivity and customer service.
\"Dozens of us are still working in a crowded office,\" a worker at KDDI Evolva, KDDI's call centre business, told Reuters. \"We could be hit with mass infection any time.\"
Until recently, the KDDI Evolva office in Tokyo was packed at peak hours with nearly 80 operators sitting less than a metre apart without partitions, said the worker, who spoke on condition of anonymity.
Staff numbers have now been thinned, but not enough to dispel infection concerns, the worker said.
Another Evolva worker said operators were flooded with non-urgent enquiries because more people were now at home, adding: \"Are these inquiries worth the infection risk for us?\".
KDDI Evolva said it was taking measures to protect workers, including reducing the number of operators and installing partitions.
A KDDI spokeswoman said call centres were part of social infrastructure and need to remain open. She said it was considering requests from KDDI Evolva.
Reuters spoke to a total of eight call centre operators at multiple companies. All of them described fears about working conditions.
'NO CHOICE'
<\/strong>
Japan has some 250,000 call centre operators, many of them contractors with less job security than permanent employees.
General Support Union, a labour union, has received more than 100 calls from operators worried about safety in the last month, representative Kotaro Aoki said. Some who opted to take leave were told it would hurt their careers, he said.
\"Most of us have no choice but continue to work to keep the jobs,\" one contractor at a call centre for photocopier maker Fuji Xerox Co said.
A Fuji Xerox spokesman said it made no distinction between contractors and regular employees in allowing telecommuting. He said it was expanding telecommuting, but some workers need to be in the office and in front of physical photocopiers and printers to troubleshoot for customers.
One Tokyo contract worker, who didn't want her company identified, said staff were told they couldn't reduce operations because customers would complain.
Japan declared a state of emergency in Tokyo and six other areas on April 7 that has since been extended nationwide until the end of May.
Under Japan's post World War Two constitution, the government can't order companies to close, but it has tried to limit infections while keeping the economy ticking over.
It has targeted a 70%-80% reduction in person-to-person contact, but as of April 26, Google mobility data showed traffic to workplaces was just 27% lower than before the pandemic.
Japan has reported nearly 16,000 infections and some 569 deaths.
INDUSTRY<\/a> RESISTANCE
<\/strong>
Call centres have been resistant to telecommuting. A survey last year found only 6.3% of call centres allowed staff to work from home. Nearly 80% said they had no plans to introduce telecommuting, with most citing fears of data leaks.
Top wireless carrier NTT DoCoMo<\/a> saw 10 confirmed infections at one centre in March.
\"Call operators need to be physically there to take calls from customers,\" a company spokesman said.
By contrast, the Japanese unit of Switzerland's Zurich Insurance Group switched 95% of its 500 operators to telecommuting by using virtual desktops that prevent information from being stored locally.
Telecoms companies such as KDDI and NTT DoCoMo have felt pressure to keep centres open after the communications ministry requested they scale back in-person operations, an industry source said.
A ministry official said the request was meant to reduce human contact, not as an order to keep call centres open.
\"We hope the carriers contrive ways to prevent infections,\" the official said.
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呼叫中心揭露断层线在日本流行的战斗
东京:近一个月后,东京宣布进入紧急状态,许多呼叫中心的员工电信KDDI Corp .)仍然通勤到拥挤的办公室,害怕的地方冠状病毒感染采取了后座数据安全。
呼叫中心暴露出日本的断层线的一个对抗流感大流行,因为它需要更少的比许多国家有力的方法。在过去几周,17感染被证实在邮局呼叫中心在北部岛屿北海道和11在京都邮购业务。
日本公司一直不愿接受远程办公,公司引用数据安全性的担忧。公司也担心工人的生产力下降和客户服务。
直到最近,KDDI Evolva在东京的办公室挤满了与近80运营商在高峰时间坐不到一米远没有分区,工人说,他要求匿名的。
员工人数已经减少,但并不足以消除感染问题,工人说。
非紧急询问另一个Evolva工人说运营商被淹没,因为更多的人现在都在家里,并补充道:“这些感染的风险我们调查价值呢?”。
KDDI Evolva表示已经采取措施保护工人,包括减少运营商的数量和安装分区。
KDDI的一位发言人说,呼叫中心是社会基础设施的一部分,需要保持开放。她说,它正在考虑来自KDDI Evolva的请求。
路透采访共有八个呼叫中心运营商在多个公司。他们担心工作条件描述。
“没有选择”
日本有250000呼叫中心运营商,其中许多承包商与不如固定员工工作保障。
一般支持工会,工会,已经收到了100多个电话运营商担心安全的上个月,代表Kotaro青木说。一些人选择休假被告知它将伤害他们的职业生涯,他说。
“我们大多数人别无选择,继续保持工作,”一个承包商在复印机制造商富士施乐公司的呼叫中心说。
富士施乐的一位发言人表示,使承包商和普通员工之间没有区别允许远程办公。他说这是扩大远程办公,但一些工人需要在前面的办公室和物理复印机和打印机为客户解决。
一位东京合同工人,不想让她公司确认,说工作人员被告知他们不能减少操作,因为客户会抱怨。
日本宣布进入紧急状态在东京和其他6个地区4月7日,已经在全国范围内,直到5月底。
根据二战后日本的宪法,政府不能要求公司关闭,但它一直试图限制感染同时保持经济运转。
有目标70% - -80%减少人与人之间的接触,但截至4月26日,谷歌移动数据显示流量工作场所仅为27%低于之前的大流行。
日本报告近16000人感染,约569人死亡。
行业电阻
呼叫中心对远程办公。去年的一项调查发现,只有6.3%的呼叫中心允许员工在家工作。近80%的人表示他们不打算介绍远程办公,与大多数引用数据泄漏的担忧。
大无线运营商NTT DoCoMo看到3月10证实感染一个中心。
“电话运营商需要身体从客户那里接电话,”一位公司发言人说。
相比之下,日本的瑞士苏黎世保险集团500年95%的运营商转向远程办公使用虚拟桌面,防止信息被存储在本地。
电信公司KDDI、NTT DoCoMo等感到压力保持中心开放后通信部门要求他们缩减现场操作,一位业内人士说。
外交部官员说,请求是为了减少人类接触,不是为了保持呼叫中心开放。
“我们希望运营商设计方法来防止感染,”这位官员说。
读到
By Makiko Yamazaki and Yuki Nitta
TOKYO: Almost a month after Tokyo declared a state of emergency, dozens of call centre employees for telecom<\/a> KDDI Corp<\/a> still commute into their crowded office, where the fear of coronavirus<\/a> infection has taken a back seat to data security<\/a>.
Call centres<\/a> have exposed one of the fault lines in Japan's fight against the pandemic, as it takes a less forceful approach than many countries. In the past few weeks, 17 infections were confirmed at a post office call centre in the northern island of Hokkaido and 11 at a Kyoto mail-order business.
Japan Inc has been reluctant to embrace telecommuting, with firms citing concerns about data security. Companies also fear a decline in worker productivity and customer service.
\"Dozens of us are still working in a crowded office,\" a worker at KDDI Evolva, KDDI's call centre business, told Reuters. \"We could be hit with mass infection any time.\"
Until recently, the KDDI Evolva office in Tokyo was packed at peak hours with nearly 80 operators sitting less than a metre apart without partitions, said the worker, who spoke on condition of anonymity.
Staff numbers have now been thinned, but not enough to dispel infection concerns, the worker said.
Another Evolva worker said operators were flooded with non-urgent enquiries because more people were now at home, adding: \"Are these inquiries worth the infection risk for us?\".
KDDI Evolva said it was taking measures to protect workers, including reducing the number of operators and installing partitions.
A KDDI spokeswoman said call centres were part of social infrastructure and need to remain open. She said it was considering requests from KDDI Evolva.
Reuters spoke to a total of eight call centre operators at multiple companies. All of them described fears about working conditions.
'NO CHOICE'
<\/strong>
Japan has some 250,000 call centre operators, many of them contractors with less job security than permanent employees.
General Support Union, a labour union, has received more than 100 calls from operators worried about safety in the last month, representative Kotaro Aoki said. Some who opted to take leave were told it would hurt their careers, he said.
\"Most of us have no choice but continue to work to keep the jobs,\" one contractor at a call centre for photocopier maker Fuji Xerox Co said.
A Fuji Xerox spokesman said it made no distinction between contractors and regular employees in allowing telecommuting. He said it was expanding telecommuting, but some workers need to be in the office and in front of physical photocopiers and printers to troubleshoot for customers.
One Tokyo contract worker, who didn't want her company identified, said staff were told they couldn't reduce operations because customers would complain.
Japan declared a state of emergency in Tokyo and six other areas on April 7 that has since been extended nationwide until the end of May.
Under Japan's post World War Two constitution, the government can't order companies to close, but it has tried to limit infections while keeping the economy ticking over.
It has targeted a 70%-80% reduction in person-to-person contact, but as of April 26, Google mobility data showed traffic to workplaces was just 27% lower than before the pandemic.
Japan has reported nearly 16,000 infections and some 569 deaths.
INDUSTRY<\/a> RESISTANCE
<\/strong>
Call centres have been resistant to telecommuting. A survey last year found only 6.3% of call centres allowed staff to work from home. Nearly 80% said they had no plans to introduce telecommuting, with most citing fears of data leaks.
Top wireless carrier NTT DoCoMo<\/a> saw 10 confirmed infections at one centre in March.
\"Call operators need to be physically there to take calls from customers,\" a company spokesman said.
By contrast, the Japanese unit of Switzerland's Zurich Insurance Group switched 95% of its 500 operators to telecommuting by using virtual desktops that prevent information from being stored locally.
Telecoms companies such as KDDI and NTT DoCoMo have felt pressure to keep centres open after the communications ministry requested they scale back in-person operations, an industry source said.
A ministry official said the request was meant to reduce human contact, not as an order to keep call centres open.
\"We hope the carriers contrive ways to prevent infections,\" the official said.
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