CORPORATE CITIZEN
Call center firm takes good care of its own
By Tina Arceo-Dumlao
Philippine Daily Inquirer
First Posted 01:37:00 01/11/2008
Filed Under: Healthcare Providers, business process outsourcing (BPO), Company Information
Call center agents are a unique breed.
Because they primarily service callers from the United States, they work the graveyard shift because of the time difference between the two countries. They have to deal with a lot of stress because of the many irate clients. Also, they are given very little room for error when fielding calls.
This kind of work lifestyle brings with it its own set of potential health hazards, which prompted call center company Sitel Philippines to devise the “Our Health, Our Wealth” healthcare program.
The program initially covered the 1,600 employees working at Sitel’s two Baguio City units, but was later extended to include employees at three other Sitel sites in Pasig City, Eastwood, and Pioneer.
Under the program, the call center agents get to attend lectures on how to deal with their unique problems, such as catching sleep during shifting schedule, maintaining a healthy heart, using ear devices properly, and avoiding unhealthy habits such as smoking and taking drugs.
The employees likewise get regular blood chemistry checkup, bone screening and electrocardiogram tests and nutrition surveillance. They are also informed about effective family planning and how to maintain reproductive health.
“It’s a cliché, but we came up with the health program because the people are our main asset,” explained Sitel president Danilo Reyes. “If one is absent, it affects our service delivery, that’s why it is important for us to keep them healthy.”
And the program is bearing fruit.
The Sitel Baguio Clinic reported more frequent visits and follow-ups by employees, increased queries on preventive health measures, family health counseling and referrals.
More female employees now avail themselves of pre and post-natal services, including counseling on nutrition, responsible parenthood and family planning services.
“In the provision of such services, the clinic has been able to monitor fewer incidents of unwanted pregnancies in the company, thereby promoting values formation,” Sitel said in a report. “Male employee participation on family planning has also increased.”
Believing that the program is too good to be kept within the confines of the company, Sitel has included the community and families of Sitel employees in its “Our Health, Our Wealth” program.
Starting January 2006, Sitel has tied up with the Baguio city government, hospitals and other private firms to provide medical, dental, counseling, family planning and reproductive health services to depressed, remote areas in Baguio.
Sitel has also thrown its support behind the Lingap Center and HopeHouse, and is now involved in feeding orphans and providing them with basic needs such as clothes, school supplies, reading materials, diapers and toys.
Sitel employees are likewise encouraged to be socially responsible by allotting an hour’s wage on a certain date for Children’s Hour.
By getting the employees involved in the community, Sitel aims “to not only develop the working capabilities of its employees, but also build their social awareness and responsibility, which fosters their professional growth for the company as well as the community.”
As for employees’ families, the program has evolved to include modules on the importance of breastfeeding, proper diet and food supplementation for children of Sitel employees.
There are also lectures on pediatric immunizations, growth monitoring and tips on caring for sick children.
The “Our Health, Our Wealth” program has come a long way. It has earned for Sitel the first Corporate Social Responsibility Excellence Award given by the American Chamber of Commerce Philippines and American Chamber Foundation Philippines Inc.
Sitel was the only award recipient in the call center industry and bested 50 entries from other business sectors.
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