Coronavirus information - CCMA

Dealing with the impact of coronavirus

We are here to help.

As the largest community of contact centre leaders in the UK, we are here to connect you with your peers. We are giving members access to relevant information and the ability share ideas and network with industry colleagues to help them navigate this challenging situation.

Please bookmark this page. We will be updating it regularly with information as it becomes available over the coming weeks.

Helpful information

Download this guide to vulnerable customers in the contact centre from Voyc

Identifying and treating vulnerable customers fairly in financial services contact centres

Download this guide to vulnerable customers in the contact centre from Voyc

Download the FCA's principles for businesses

Guidance for firms on the fair treatment of vulnerable customers from FCA

Download the FCA’s principles for businesses

Ofcom's Fairness for Customers programme has best practice guidelines for dealing with vulnerable customers

Caring for vulnerable customers – advice from Ofcom

Ofcom’s Fairness for Customers programme has best practice guidelines for dealing with vulnerable customers

ACAS have released guidance for organisations looking to introduce a permanent hybrid working model.

Hybrid working advice from ACAS

ACAS have released guidance for organisations looking to introduce a permanent hybrid working model.

The UK Government has just published updated guidance for the implementation of Step 4 to commence on 19 July.

Working safely during coronavirus: Guidance from Step 4

The UK Government has just published updated guidance for the implementation of Step 4 to commence on 19 July.

HSE guidance for keeping workplaces safe as coronavirus (COVID-19) restrictions are eased.

Keeping workplaces safe as coronavirus (COVID-19) restrictions are eased

HSE guidance for keeping workplaces safe as coronavirus (COVID-19) restrictions are eased.

Government guidance for people who work in or operate offices and contact centres.

Working safely as lockdown eases

Government guidance for people who work in or operate offices and contact centres.

Peninsula have provided some of the emerging HR challenges with members in recent weeks. We thought we would share their advice here.

Emerging HR Challenges

Peninsula have provided some of the emerging HR challenges with members in recent weeks. We thought we would share their advice here.

As an employer, you should take reasonable steps to protect your workers and others from coronavirus.

Risk assessment during the coronavirus pandemic

As an employer, you should take reasonable steps to protect your workers and others from coronavirus.

This guide will help you understand how to make your contact centre COVID-Secure and help tackle COVID-19

Working safely during coronavirus – Contact Centres

This guide will help you understand how to make your contact centre COVID-Secure and help tackle COVID-19

The world has seen an unexpected increase in homeworking, but working from home presents some challenges, especially when it comes to staying healthy.

Working from home and staying healthy

The world has seen an unexpected increase in homeworking, but working from home presents some challenges, especially when it comes to staying healthy.

Homeworking can bring freedom and flexibility – but it also presents some challenges

Homeworking – What you need to know

Homeworking can bring freedom and flexibility – but it also presents some challenges

The Government has now released their COVID-19 Winter Plan

COVID-19 Winter Plan

The Government has now released their COVID-19 Winter Plan

Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?

How work-from-home can cut contact centre scheduling costs

Is ‘Microscheduling’ set to be a key service industry buzzword for 2021?

Watch the panel discussion

Improving the customer experience, no matter where the team is

Watch the panel discussion

Martin Hill Wilson explores what technology we should begin to explore

Martin Hill Wilson predicts the future in 90 seconds

Martin Hill Wilson explores what technology we should begin to explore

The rise of a new operating model

eBook – Contact Centres in the Fast Lane

The rise of a new operating model

TTEC's Neil Russell—Smith looks at what the near future might hold

Beyond COVID-19: How to Get the Most out of Distributed Workforces

TTEC’s Neil Russell—Smith looks at what the near future might hold

Download the report

Hybrid working: creating the ‘next normal’ in work practices, spaces and cultures

Download the report

White paper from Sabio on the impact of the pandemic.

How customer service responded to COVID-19

White paper from Sabio on the impact of the pandemic.

Help get the voice of the contact centre industry heard by government. Take the survey.

Voice of the Industry: Contact Centre Response to COVID-19

Help get the voice of the contact centre industry heard by government. Take the survey.

Is homeworking a viable route into the workplace for many living with a disability?

Could homeworking work for you?

Is homeworking a viable route into the workplace for many living with a disability?

Our latest 'Ask the Experts' online event

Watch: How knowledge management supports your changing operation

Our latest ‘Ask the Experts’ online event

The pandemic has brought new challenges in how to manage staff

Watch seminar – The impact of COVID-19 on people policies

The pandemic has brought new challenges in how to manage staff

Support for easing the lockdown based for each region.

Support for Scotland, Wales and Northern Ireland

Support for easing the lockdown based for each region.

Implementing an award winning culture programme

Watch – CCMA Virtual Member Visit to BT Newcastle

Implementing an award winning culture programme

Will it be out of the frying pan and into the fire?

Watch seminar – Transitioning out of the crisis

Will it be out of the frying pan and into the fire?

Download the 'Working safely during COVID-19 in offices and contact centres' document here.

Government Safer Workplace Guidance

Download the ‘Working safely during COVID-19 in offices and contact centres’ document here.

Dino Forte, CEO at Ventrica, about how they moved 800 people to work from home.

Get out of Wrap: How Ventrica CEO handled the coronavirus

Dino Forte, CEO at Ventrica, about how they moved 800 people to work from home.

Over 600 members joined us and homeworking specialists Sensee

Watch the homeworking seminar recording

Over 600 members joined us and homeworking specialists Sensee

Some things to consider before a return to the office

Planning to return with social distancing

Some things to consider before a return to the office

New research shows what contact centres are doing

Covid-19, Call Centre Homeworking & Compliance

New research shows what contact centres are doing

7 more tips from contact centre homeworking specialist Sensée

Looking after your emotional wellbeing while working from home

7 more tips from contact centre homeworking specialist Sensée

Advice on managing payments with homeworking teams

PCI Compliance when homeworking

Advice on managing payments with homeworking teams

Apply the timeless principles of leadership to managing homeworkers

Top Tips for Leading Remote Teams

Apply the timeless principles of leadership to managing homeworkers

7 tips from contact centre homeworking specialist Sensée

Looking after your physical wellbeing while working from home

7 tips from contact centre homeworking specialist Sensée

Consulting with BEIS regarding the industry’s response to COVID-19

CCMA is the voice of the contact centre to government

Consulting with BEIS regarding the industry’s response to COVID-19

6 rules of social media crisis management

Dealing with a crisis over social media can make or break your brand

How to measure the success of your home-based contact centre

How to ensure CX thrives when advisors work from home

How to measure the success of your home-based contact centre

Information about the implications of homeworking

Data protection and coronavirus: what you need to know

Information about the implications of homeworking

The seven best and seven worst remote working personalities

What is your remote working personality?

The seven best and seven worst remote working personalities

Exposure to fraud and data breaches can increase with home working teams, here's what to do

Managing fraud as it increases due to coronavirus

Exposure to fraud and data breaches can increase with home working teams, here’s what to do

CCMA members' suggestions on how to support employees

Supporting the mental wellbeing of your teams at home

CCMA members’ suggestions on how to support employees

FCA sets out steps firms should take to help identify key workers in financial services.

FCA offers advice on identifying key workers

FCA sets out steps firms should take to help identify key workers in financial services.

Workers to carry leave over into the next 2 leave years.

Rules on carrying over annual leave to be relaxed

Workers to carry leave over into the next 2 leave years.

Guidance notes for members to help deal with the challenges of COVID-19.

Coronavirus – guidance for members

Guidance notes for members to help deal with the challenges of COVID-19.

Podcasts

MERJE and Ann-Marie Stagg discuss how the job market is changing in the industry

CCMA Podcast: The impact of COVID-19 on recruitment

MERJE and Ann-Marie Stagg discuss how the job market is changing in the industry

Dino Forte, CEO at Ventrica, about how they moved 800 people to work from home.

Get out of Wrap: How Ventrica CEO handled the coronavirus

Dino Forte, CEO at Ventrica, about how they moved 800 people to work from home.

Hear how they have adapted recently.

CCMA Podcast: Talking colleague engagement with LEGO

Hear how they have adapted recently.

BPA Quality Director on QA and homeworking

CCMA Podcast: Quality monitoring crucial for wellbeing and CX

BPA Quality Director on QA and homeworking

An award-winning contact centre homeworking operation

CCMA Podcast: Learn from Air France’s experienced homeworking operation

An award-winning contact centre homeworking operation

Interview with the medical director and operations director

CCMA Podcast: BUPA on mental wellbeing for contact centre homeworkers

Interview with the medical director and operations director

Evidence shows that fraud increases when there is a crisis

CCMA Podcast: Managing fraud risks during the pandemic

Evidence shows that fraud increases when there is a crisis

Discover how Halfords is responding to the coronavirus outbreak.

CCMA Podcast: An interview with Halfords

Discover how Halfords is responding to the coronavirus outbreak.

Useful links