Publication - Advice and guidance

Coronavirus (COVID-19): guidance for call centres and customer contact centre environments

Guidance for call centre or customer contact centre environments on safe operation during the coronavirus pandemic.

Coronavirus (COVID-19): guidance for call centres and customer contact centre environments


This guidance sets out advice and guidance for customer contact and call centre employers and workers and aims to support them to plan for a return to work when the country enters beyond Level 0 of the COVID-19 protection levels. The guidance provides reference to a range of sources of support and guidance which will inform workplace plans.

Now that the direct health harms caused by the virus are reducing and as a result of the success of the vaccination roll out, our strategic intent has been revised and our aim is ‘to suppress the virus to a level consistent with alleviating its harms while we recover and rebuild for a better future’.

The updated strategic framework sets out the revised strategic intent and explains what a move beyond Level 0 may look like.

This document is intended to be read alongside COVID-19 general guidance for safer workplaces which many businesses have already been working to, along with the return to offices guidance

Workplace guidance is underpinned by:

This guidance has been developed in collaboration with industry, trade unions, regulators, local authorities and others, including equality organisations.

Protecting the health of workers is at the heart of our approach. Partnership working is fundamental to establishing a shared confidence around the safety of returning to workplaces, protecting public health and supporting Scotland’s economic recovery. 

This document offers guidance only and does not amount to legal advice. Individual organisations may wish to seek their own advice to ensure compliance with all legal requirements. 

As each workplace is different, individual organisations should work with trade unions or workforce representatives to determine how best to apply this guidance to their workplace environment. 



First published: 26 Nov 2020 Last updated: 20 Jul 2021 -