CCSI Coronavirus (COVID-19) Precautionary Measures

In March 2020, as the COVID-19 pandemic rapidly affected communities and businesses around the world, Call Center Services International (CCSI) implemented a series of precautionary measures designed to protect its employees, their families, and the continuity of client operations.

• COVID-19: The March 2020 Context
• CCSI's Precautionary Measures
• Business Continuity and Client Operations
• Lessons for Contact Center Business Continuity
• About Call Center Services International

COVID-19: The March 2020 Context

On March 11, 2020, the World Health Organization (WHO) characterized COVID-19 as a pandemic. As businesses around the world responded to rapidly changing conditions, CCSI began implementing measures intended to reduce health risks within its contact center operations.

Mexico officially entered Phase 2 of its COVID-19 contingency response on March 24, 2020, following evidence of community transmission. As conditions evolved, CCSI expanded its initial precautions with additional measures addressing employee access, distancing, dining areas, remote work, and operational continuity.

CCSI's Precautionary Measures

The following measures document the precautions CCSI implemented during the early stages of the COVID-19 pandemic. They are preserved here as part of the company's operational history and should be understood within their 2020 context.

Phase 1 | Initial Implementations

• Equipment such as headsets, keyboards, and mice was not to be shared between agents and was to be cleaned frequently.
• Antibacterial gel dispensers were placed near biometric devices, including time clocks and operations entrances, for use before and after interacting with those devices.
• With the assistance of the security team, doors were kept open when possible to reduce contact with frequently touched surfaces.
• Cleaning and disinfecting materials were distributed throughout working areas, and employees were encouraged to disinfect their personal workspaces before and after each working day.
• Bathrooms and dining tables received increased cleaning and disinfection.
• Meetings, workshops, and company events were avoided when possible. When necessary, attendance was limited.
• Posters and informational signs covering handwashing and COVID-19 prevention were placed in bathrooms and common areas.
• Employees presenting a high fever were sent home.
• Access by personal visitors, clients, and external suppliers was restricted.
• Employees presenting symptoms while at the facilities were directed to the medical office for evaluation and, when necessary, sent home.
• Employees were encouraged to report potential symptoms to supervisors, Human Resources, or Medical Services.
• Face masks were required at the time for people presenting an upper respiratory infection and were made available through the medical office.
• People considered suspected cases or under investigation were instructed not to report to work during the applicable 14-day follow-up period then being used by health authorities.

Phase 2 | Increased Measures

As Mexico moved into Phase 2 of its contingency response, CCSI expanded its precautions with additional measures:

• Continuation of the measures established during Phase 1.
• Prevention checkpoints intended to identify specific symptoms.
• Different primary entrance points for employees.
• Distribution of dining spaces across different areas and staggered lunch schedules to reduce large gatherings.
• Implementation of the Work-From-Home program where operationally possible.
• Additional physical distance between employees within operating areas.

Business Continuity and Client Operations

Alongside the employee health measures, CCSI leadership was also focused on maintaining service continuity for U.S. clients whose own operations were being affected by the pandemic.

“We have been following-up closely the development of the COVID-19 pandemic. 100% of the clients we serve are from the United States, which is why we have been attending our client’s alerts for more than 3 weeks now. They have relied on us to support their most affected centers. We have shared best practices with them and with the Call Centers of the region. Along with it, we are implementing a Business Continuity Plan to guarantee our clients continuity and redundancy in their operations. We are prepared to face more severe stages and we’ll continue working always thinking in our people.“

— Jorge Oros, VP of Operations at the time

The response reflected two priorities that became closely connected during the pandemic: protecting the workforce while maintaining the customer service and operational functions that clients depended on.

Lessons for Contact Center Business Continuity

The specific health measures implemented in 2020 belonged to an extraordinary moment, but several operational lessons remain relevant for contact center planning. Organizations benefit from having documented continuity procedures, cross-trained teams, flexible workforce options, communication protocols, and the ability to move workloads between operating environments when disruptions occur.

One of the most significant developments during the pandemic was the rapid expansion of remote contact center operations. CCSI's current Work-From-Home Contact Center model provides organizations with an additional workforce option that can support business continuity, operational flexibility, and geographic redundancy.

Organizations operating from multiple locations can also incorporate their contact center facilities, remote teams, technology infrastructure, and workforce planning into a broader continuity strategy.

Public health guidance has changed substantially since 2020. Current recommendations for respiratory illnesses emphasize measures such as staying home when sick, good hygiene, cleaner indoor air, and additional precautions based on current conditions. Employers should always follow current guidance from public health authorities rather than relying on the specific COVID-19 procedures documented in this historical article.

Historical note: First published in March 2020 during the early stages of the COVID-19 pandemic, this article has been reviewed and updated while preserving the precautionary measures implemented by CCSI and the original statement from Jorge Oros. The Phase 1 and Phase 2 procedures, employee health requirements, distancing practices, quarantine periods, and other COVID-19 measures reflect the guidance and operating conditions of that time and should not be interpreted as current health recommendations.

Originally published: March 18, 2020
Last reviewed and updated: July 25, 2026