Coronavirus guidance for call centres and customer contact centre environments

Support provided by Scottish Government

What does this involve?

The Scottish Government has published guidance for businesses and organisations that operate in call centre or customer contact centre environments in Scotland, with advice on how to operate safely during the coronavirus (COVID-19) pandemic.

Topics include:

  • assessing risk - involving the workforce in a risk-based approach to a safer workplace
  • workforce planning - supporting those who should come to work, and those who should not
  • operational guide and checklist - changing the workplace environment to protect your workforce, including advice on hygiene measures and physical distancing
  • deliveries, distribution and visitors - protecting your workforce and those who come on-site
  • training and compliance

Companies should use this guidance in collaboration with trade union or employee representatives to develop workplace-specific plans for a managed transition away from current restrictions. Measures should be put in place and tested where possible, but not implemented until the government indicates it is safe to do so.

The guidance should also be applied at the local level. Each business should use the document as a guide to work out the specific actions it needs to take depending on its individual circumstances (for example, the size and type of business, how it is organised, operated, managed and regulated).

Each area of Scotland has been assigned to a COVID protection level. Find out what you can and cannot do based on the local area that you live, work or travel in.

What does this cost?

This is a free service.

Who is this for?

People who work in or run call centres, customer contact centres or similar environments in Scotland.

Important information

It is essential that each workplace undertakes a robust and ongoing risk assessment with full input from trade union or employee safety representatives, and to keep all risk mitigation measures under regular review so that workplaces continue to feel, and be, safe.

Next steps

Visit the Scottish Government website for more information and to read the full guidance.

Support provided by Scottish Government

Help us improve

For example, something is incorrect, confusing or not working properly. Try to be as specific as possible. Don't include personal or financial information like your national insurance number or credit card details.