In these current interesting times due to Covid-19, many Contact Centre Professionals have reached out to us asking us to share what is happening in the industry and what measures people have taken in their companies.
was hosted in order to better understand how the industry is dealing with the situation.
Questions include how others are coping with adjusting to this crisis, how they are supporting their staff at home, and what they see
long-term. How to get agents working from home quickly, connectivity issues, access to systems, data security, agent morale/productivity, shifting more calls to IVR and bots (and ideas on how best to manage it) are just some of the topics
we’ve heard that want to be discussed.
We know the sector has been hit hard due to the regulations and the interpretation of these regulations. We’ve heard of shop assistants now becoming ‘agents’ working from home and helping
manage the additional influx of emails and online sales. Have you had similar scenarios?
A review of all the Aid and Incentive Packages announced to-date
HOW TO ACCESS: Business Partner Grant & Loan Facilities Now available for Covid-19 Relief
The Business Partner SUKUMA Program has been launched. Grants for Sole Proprietors and Businesses - Sole Proprietors, Close Corporations, Partnerships and Trusts as well as generous Business Loans for those businesses in-distress.
During the lockdown, your company has the following options regarding staff and UIF:
Companies that are able to continue their operations remotely should do so.
Company must ensure they have a monitoring of performance and output.
Work from home and partial pay / temporary change to employees terms and conditions
This must be agreed to before Thursday at midnight. Normal procedural requirements must apply to implement short time or lay offs until Thursday midnight. Must be group via telecom if possible. Should not consult individually.
Should employees not agree, then company can “temporarily suspend” the terms and conditions.
For example, a non-exempt company may continue operations but working hours / salaries will change, so for the lockdown, we will temporarily suspend (change) terms and conditions.
Complete shutdown of business as a result of the lockdown
No work no pay.
Inform employees, no S189/ A as the employer and employee are NOT refusing to work, it is result of lockdown, so no procedure.
Employment relationship is suspended.
If companies wish to pay out annual leave, move compulsory shutdown (as long as shutdown is not as per collective or sectoral agreement), pay out bonus now (on agreement) they can implement
Where a Company shuts down for a certain period or implements Reduced or Short Time. UIF benefits payable is the difference between what employer pays and normal UIF benefits payable should an employee lose employment (see documents from the Department
of Labour (DOL))
Make copies of Ui 2.8 (confirmation of employee bank account) and provide to the employees with the requirement that they return the signed copies asap.
You then need to complete the following forms (make sure the employee signs where required)
You need to prepare a letter for each employee confirming the lay-off, please find attached
You need to have a copy of each employees’ ID Book.
Scan a set of each employees’ documents and send by email to the relevant Department of Labour. One employees’ document set per email is probably best, with the subject header Application for Benefits “employee name and ID Number”. Where possible
include the employees email address in the address bar so that they get a copy at the same time.
Print the sent email (as proof) and put with the rest of the documents. Give a copy of the entire set to the employee if they weren’t on the email.
Government is considering National Disaster Benefit which could be paid to employees (not yet confirmed)
There will be a tax subsidy for private sector employers under the Employment Tax Incentive (no procedure of how to apply)
Temporary reduction of employer and employee contributions to UIF and employer contribution to skills development (awaiting detail)
Distressed company is able to demonstrate that it has been compliant with the relevant UIF legislation;
If not compliant, the distressed company undertakes to pay outstanding contributions and bring its declarations up to date within a stipulated timeframe;
The distressed company is able to demonstrate that it will/or has embarked upon a turnaround or sustainability programme which will result in job preservation at the expiry of the funding agreement; and
The distressed company will be able to meet its obligations in relation to the UIF legislation.
o Companies must send an application for TERS to the CCMA (applications should be sent to MosaB@ccma.org.za)
If you have a complaint against the police, these are the numbers to call
The Independent Police Investigative Directorate (IPID) has issued emergency numbers for complaints against the police during the Covid-19 lockdown. IPID's services are still ongoing during the lockdown, spokesperson Sontaga Seisa said. A limited
number of investigators are on standby in all nine provinces, and provincial management will ensure that their work continues.
The numbers to lay a complaint against the police are: