Almost a month after Tokyo declared a state of emergency, dozens of call centre employees for telecom KDDI Corp still commute into their crowded office, where the fear of coronavirus infection has taken a back seat to data security.
Call centres 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'
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 RESISTANCE
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 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.
Reuters
Tue May 05 2020
Staff members of the Tokyo Metropolitan Government wearing protective face masks march as they call for people to stay home amid the COVID-19 outbreak, at Kabukicho nightlife district in Tokyo, Japan, April 25, 2020 - REUTERS/Kim Kyung-Hoon
Astro AWANI's revamped English news website, AWANI International, launches on Oct 21
Astro AWANI's revamped English platform delivers in-depth global news and expert analysis to keep you informed on key developments.
Israeli strikes kill 33 people in Jabalia refugee camp in Gaza, medics say
Residents of Jabalia said Israeli tanks had reached the heart of the camp after pushing through suburbs and residential districts.
Liam Payne's ex-partner calls for media restraint after 'painful' death
Cheryl Tweedy used her statement to urge the media to remember they had a seven-year-old son, Bear, who could read the reports.
Analysts: Indonesia's strong MoF leadership team to boost investor confidence
Sri Mulyani Indrawati as head of Indonesia's Ministry of Finance is expected to instil confidence among investors.
Biden offers both a carrot and a stick to Israel as his term nears an end
Israel has frequently resisted US advice and has caused political difficulties for the Biden administration.
Putin says BRICS will generate most of global economic growth
Russian President Vladimir Putin will host a summit of the group in the city of Kazan on Oct. 22-24.
ISIS Malaysia's perspective of Budget 2025
An excellent rakyat-centric budget under the overarching principle of a caring and humane economy.
Budget 2025: Record increase in STR, SARA aid initiatives
The government will provide a significant boost to the Sumbangan Tunai Rahmah (STR) and Sumbangan Asas Rahmah (SARA) initiatives next year.
Budget 2025: EPF contributions to be made mandatory for foreign workers – PM Anwar
The government plans to make it compulsory for all non-citizen workers to contribute to the Employees Provident Fund (EPF).
What policies to expect from Indonesia's new President Prabowo
Prabowo will be open to foreign investment, his aide has said, such as by offering investors management of airports and sea ports.
Budget 2025: Govt allocates RM470 mil to empower women's participation in PMKS
The Women's Leadership Apprenticeship Program will be intensified as an effort to produce more female corporate personalities.
Israel sends more troops into north Gaza, deepens raid
Residents of Jabalia in northern Gaza said Israeli tanks had reached the heart of the camp, using heavy air and ground fire.
Indonesia ramps up security ahead of Prabowo's inauguration
Prabowo Subianto will be sworn in as Indonesia's president on Sunday with Vice President-elect, Gibran Rakabuming Raka, also taking office.
Immediate allocation of RM150 mil for local authorities, DID to tackle flash floods
Datuk Seri Anwar Ibrahim said this allocation is intended to address the recent flash floods that hit the capital and several major towns.
Budget 2025: Sabah, Sarawak to continue receiving among highest allocations - PM
Sabah and Sarawak continues to be prioritised under Budget 2025, with allocations of RM6.7 billion and RM5.9 billion respectively.
NFOF will be operational in November 2024 with funding of RM1 bil
PM Anwar Ibrahim said NFOF will support venture capital fund managers to invest in startup companies with RM300 million set aside for 2025.
Minimum wage to increase to RM1,700 effective Feb 1, 2025
The Progressive Wage Policy would be fully enforced next year with an allocation of RM200 million, benefiting 50,000 workers.
Bursa Malaysia ends higher on Budget 2025 optimism
The benchmark index, which opened 1.85 points higher at 1,643.29, moved between 1,641.71 and 1,649.31 throughout the trading session.
Five important aspects relating to people’s lives in Budget 2025 - PM
The focus is on driving the MADANI Economy, speeding reforms, cutting red tape, raising wages, and tackling the cost of living.
Economic outlook: Govt plans to leverage, expand existing city transit system
The expansion aims to provide a more efficient and reliable public transportation network, reduce congestion, and improve accessibility.