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
Training and compliance

Training and compliance


Training around processes and working environment expectations should be provided for all staff, including those who work part time , before commencing any work activities. Every workplace should look and feel substantially different for workers.

Key mitigations that should be considered are:

Training methods should clearly communicate organisation-specific actions put in place to promote and support the above mitigations. They should also set out the expectations of staff in ensuring compliance of these measures.

Organisations should consider how training can be safely delivered, especially if elements are normally outsourced to third parties.

Relevant training should be put in place for staff who undertake the cleaning of a premises.


Organisations should put in place robust local arrangements to monitor compliance with new operational arrangements. This should be done with trade union or workforce representatives. Advice, guidance and support from external enforcement authorities should be sought where necessary.

Under the Health and Safety at Work etc. Act 1974 (HSWA), your relevant enforcing authority (for how you control the risk of coronavirus) will be either:

  • the Local Authority (LA) Environmental Health Service
  • the Health and Safety Executive (HSE)

The relevant enforcing authority is listed for all types of premises. Enforcing authorities will apply the same requirements.

HSE can be contacted by phone on 0300 003 1647 or online at HSE contact form.

HSE and LAs Environmental Health Services have agreed to maintain the way they allocate different businesses for enforcement according to existing health and safety law for the purposes of workers’ health and safety.

Where the enforcing authority identifies employers who are not taking action to comply with public health guidance to control COVID-19 health risks to workers, they will consider a range of actions to improve control of workplace risks including the provision of specific advice to employers through to issuing enforcement notices or even prosecution.

A single point of contact has also been established for trade unions and workers to help us understand how all COVID-19 workplace guidance is being implemented. This will help shape and refine guidance based on the real experience of workers in the workplace.

This contact is not intended to be a reporting mechanism for potential breaches of legislation.



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