중층 고용 콜센터 상담노동자들의 산재안전망 배제 실태와 과제

The purpose of this study is to examine the safety and health risks related to the work of outsourced call center workers and to analyze their experiences of the industrial safety net. Outsourcing has expanded to service industry at large scale, and is associated with safety and health risk factors of the workers in various ways. However, industrial accidents is hard to be prevented and managed properly in this type of employment due to unclear responsibility of the prevention and management of the problem. In addition, workers in outsourced call centers are outside the protection of industrial safety net due to the exception of industrial liability applied to call centers, weakness of protection system for emotional workers, lack of supervision and sanctions, non-mandatory safety and health education, and unconformity of industrial insurance system to outsourcing employment. In order to solve the problems, it is important to make an fundamental improve of employment status of these workers and active protection measures for workers outside the industrial safety net, considering the risks of outsourcing employment. It is also important to improve the safety and health system through re-evaluation of the occupational risk that service workers may have.