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The outsourcing industry was one of the few sectors that continued to operate throughout the entirety of the lockdown designed to contain coronavirus disease 2019 (COVID-19).聽
Much of the industry moved their operations to work from home, creating new challenges when it comes to mental health. Professional isolation is the bane of telecommuters, while those who have to show up on-site鈥攖o address cybersecurity needs that aren鈥檛 supported by home-based work鈥攈ave to deal with the anxiety of possibly getting infected with the COVID-19 virus.聽
Mirei G. Magallona, country vice-president of Telus International Philippines, tells 大象传媒 reporter Jenina P. Iba帽ez how the outsourcing industry is dealing with these challenges and what the firm is doing to help its workforce.
TAKEAWAYS
The workplace is disconnected.
Outsourcing firms can find remote work challenging. Not only are employees disconnected from each other, management also finds it hard to make sure that their leadership presence is felt through a webcam.
Telus employees in a survey flagged uncertainties brought about by the pandemic, whether they are working from home or on-site.
鈥淲hen you鈥檙e working from home, you鈥檙e a little bit isolated,鈥 she said. The company created a toll-free number to give them direct mental and physical health support from professionals.
Communication is important.
Telus, Ms. Magallona said, must communicate health safety protocols and sanitation measures to employees working on site.
The industry is unique because it operates 24/7, so firms have to ensure that health security does not wane.聽
Despite its unique work hours, the outsourcing industry is not too different from any company working amid a pandemic. 鈥淲e were all affected, regardless of the industry,鈥 she said.
Speak with experts.
It鈥檚 important to speak with experts, especially medical professionals, before setting new policies.
Telus has a health and wellness committee that meets regularly. 鈥淲e also hired a doctor who鈥檚 a specialist on infectious diseases to provide some advice to the committee on how to deal with the situation, on how to address concerns of our team members.鈥
Policy changes are based on these discussions, health advice, and government protocols.
This B-Side was recorded remotely on Feb. 18. Produced 聽by Paolo L. Lopez, and聽Sam L. Marcelo.
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