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

While the contact centre sector continues to operate and provide essential services, and some sites and facilities remain open to essential/critical staff, a wider return to fully operating offices is not expected before 11 September 2020 under Phase 3 of the Scottish Government’s COVID-19 Route Map.

In the meantime, 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).

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

This guidance came into effect on 3 August 2020 and extends until further notice. It will be reviewed every three weeks in line with the regular review of lockdown requirements. Please ensure you use the latest version. 

Publication of this guidance does not signal an immediate change in Scotland’s lockdown policy. At the current time, call/contact centres should be closed unless exempted through the Government’s business and physical distancing guidance.

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

Support provided by Scottish Government

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