Policy Guidelines Governing the Occupational Safety and Health of Workers in the Call Center Industry

February 27, 2008DOLE DEPARTMENT CIRCULAR NO. 001-08POLICY GUIDELINES GOVERNING THE OCCUPATIONAL SAFETY AND HEALTH OF WORKERS IN THE CALL CENTER INDUSTRYPursuant to the rule-making authority of the Secretary of Labor and Employment under Article 5 of the Labor Code, as amended, and to ensure the protection and welfare of workers employed in the call center industry, the following Guidelines are hereby issued for the guidance of and compliance by all concerned: SECTION 1. Coverage. — These Guidelines shall apply to all establishments, workplaces, operations and undertakings in the call center industry.SECTION 2. Definition of Terms. — As used in these Guidelines, the following terms shall mean:a. "Call or Contact Center" refers to a central customer service operation where agents — or customer care specialists or customer service representatives — handle business-related telephone calls and other IT-related activities on behalf of a client.b. "Occupational Safety and Health Program" refers to planned activities aimed to prevent, eliminate, reduce or control occupational risks and hazards.c. "Safety and Health Committee" refers to a group of employees and management representatives...