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Call Center Wage and Hour Lawsuit


Call center lawsuits are now being filed against call centers for allegedly not paying employees for the time spent to log into and out of their computer systems before and after their shifts. The call center overtime lawsuits argue employees should be paid overtime for time spent doing mandatory preparation before and after work.

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Call Center Overtime

callcenterunpaidwageMany call centers require employees to show up to work—or begin logging in to the computer system remotely—prior to, during and after their shift. In some cases, this can add up to 30 minutes or more of unpaid work per shift, work that would be paid at overtime rates if it takes the employee beyond the eight hours of work in a day or 40 hours of work in a week. Employees at these call centers are often asked to boot up and log in to computer terminals, begin running or accessing computer applications and programs, skip trace and perform a number of other functions that are considered vital to their job duties.

Furthermore, some call centers are accused of automatically clocking employees out of their shift, even if they are in the middle of a call with a customer, which they cannot prematurely end. This means employees may have been forced to work with customers while not being paid for their time.

Lawsuits filed against call centers allege violations of the Fair Labor Standards Act (FLSA), and breach of contractual obligations.

Call Center Overtime Lawsuits

In 2012, Affiliated Computer Services Inc. agreed to pay $4.5 million to settle allegations employees were not properly paid for hours they worked. Among the claims were that employees often spent time before shift searching for an available computer terminal or headset or waiting for passwords.

In 2011, West Corp., owner of two call centers in Spokane, settled a class action lawsuit for around $320,000. Employees alleged they were not paid for work until the time they took their first phone call, but were required to spend 15 minutes logging into computer programs that were required to handle the phone calls.



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CALL CENTER LEGAL ARTICLES AND INTERVIEWS

Following Suit: Egress/Regress Lawsuit Updates
Following Suit: Egress/Regress Lawsuit Updates
September 23, 2014
Egress/regress lawsuits are similar to unpaid wages lawsuits in that they allege employees are not properly paid for all time worked. What sets them apart, however, are the duties that are being performed off the clock. Egress/regress lawsuits (sometimes called donning and doffing lawsuits) allege that employees should be paid for time spent putting on or taking off required safety gear or uniforms, logging in to or out of computer systems for call centers, waiting for security checks so they can leave their workplace, attending mandatory meetings or walking to or from their job site in uniform (such as at theme parks, where the employee must be dressed in character prior to setting foot on park grounds and required to answer guest questions while in character). These activities can add up to a half an hour or more of unpaid work per shift for an employee; and if the employee works full-time, that could mean that the employee is missing out on overtime pay [READ MORE]

Call Center Employees Not Always Paid for Hours Worked
Call Center Employees Not Always Paid for Hours Worked
April 6, 2013
San Francisco, CA Donning and doffing lawsuits usually refer to situations in which employees are required to put on or take off extensive safety gear and uniforms outside of work hours (either before or after shift, or at the start and end of breaks). Depending on the equipment worn, this off-the-clock work can add up to 30 minutes or more of unpaid wages per shift. Similar to donning and doffing complaints are allegations that companies - especially those involved in call center operations - require employees to spend 15 minutes or more before and after shifts and during unpaid break times logging onto computer systems and databases. These lawsuits are known as egress and regress lawsuits, involving tasks required to prepare for the job and then end the job at the close of the shift [READ MORE]


READER COMMENTS

Posted by
vikkr
on
I work at a call center for a local utility company that tells us we must arrive five minutes before shift start, we boot up our computers, log in to various software, read work related emails, read the daily event posting boards, check our schedule for the day (lunch, breaks, training, meetings, etc.) Then, here is the kicker, at the end or near end of shift, if you work say 9a-6pm and you get a call at 5:59 and that call lasts until 6:05 you are not paid until 7 minutes after-yet if you are one minute late your evaluation is affected, and those 2-3 or 5 minutes booting up your PC reading emails checking your schedule etc are NOT paid. mmmm

Posted by
Ashley Brockington
on
I've worked for alorica which has a acct for amex and was never paid for any sales that I made. Was forced to work they my lunch break and even couldn't take a decent 10min break without being harassed by the manager and supervisor of why I'm mother in my seat. I started recognizing that anytime we spent on the phones working thru our lunch break , the supervisor would walk around and write down the hours in which you were on the phone and promise to put it in the system inorder for you to get paid for it "lies". My pay check was fprevent miscalculated. The system they used to caculate the hours I can almost guarantee was rigged. Maybe that's why alot of time HR was packed with complaining Reps about they pay and work evironment which was highly Disgusting.

Posted by
Mystery girl
on
I WORKED FOR ALORICA AND ALWAYS CAME TO WORK ON TIME BUT DUE TO STUPID SYSTEM ISSUES I WAS ALWAYS LOGGING INTO THE SYSTEM LATE LIKE A HALF HOUR AFTER I GOT THERE AND DID NOT GET PAID FOR IT THE MANAGER WOULD ALWAYS SAY THEY WILL FIX YOUR TIME BUT WHEN IT WAS TIME FOR PAYDAY THE HOURS MISSING WERE NOT THERE SO I LOST OUT CAUSE I NeVeR GOT PAID THEY DID NOT CARE EXCUSE AFTER EXCUSE THAT'S ALL THEY DID CAUSE THEY DID NOT PAY YOU

Posted by
Doniel McDaneil
on
I was fired for being 20 minutes late over a 3 week period. Mainly because I made an average of 22 sales a day for direct TV. Averaging like 2300 a pay check (more than the management that fired me) and I did not receive any of the extras outside reg pay and sales. They said I would get money monthly on another card, but the never received the funds. Oh but they gave the cards....

Posted by
K Steph
on
I worked for alorica formally know as PRC.. Call center for DirecTV we didn't get our schedule d breaks.. Also they d ask us if we skip our lunch they d pay for our lunch and stay on the phone..we would eat our lunch on the phone with our customer put them on mute in chop in between...if we worked 13hrs we didn't get but a 10 min breaks like u r supposed to get..

Posted by
Emily Schlosser
on
I worked for Alorica in Tulsa Oklahoma from July 2015 to December 2015. I worked for Optum R. I was oneof thetop sellers on the floor for a few week, then all of the sudden in mid aAugust..... My logins had been completely deleted within all systems and I could no longer make calls. So I sat, everyday...MoMonday through Saturday and double jacked with whoever they told me too. I was able to walk thefloor a few times, but I always got in trouble for something and was made to sit down. The operations manager, sandon, did nothing to figure out what was going on. I was not allowed to go past 35 hours a week and it was the worst place ever. They still haven't sent me my W2s and I left in Dec 2015 and moved back to Illinois. Some floor managers were verbally abusive, and I want what I'm owed

Posted by
PhlatulentPhreddy
on
Aloricrap just settled a lawsuit for stealing their employees wages but the thing is that companies can do whatever they want as even if you call them on their bulldhit they will settle for much less than the monies they stole. My suggestion to you and I worked there too is to get another job as you will go nowhere but downhill with those lousy bastards.

Posted by
LORI
on
I WORK FOR A COMPANY CALLED ALORICA. WE ARE A CALL CENTER FOR VERIZON. I WAS WRITTEN UP FOR PUNCHING IN LATE 36 MINUTES TOTAL OVER A PERIOD OF TWO WEEKS. WE ARE REQUIRED TO BE READY AT THE BEGINNING OF SHIFT, BACK FROM BREAKS AND LUNCHES AT A CERTAIN TIME, AND NOT CONSIDERED ON THE CLOCK UNTIL WE TAKE THAT FIRST CALL. THIS CAUSES US TO BE AT OUR DESK AT LEAST 5 MIN PRIOR TO OUR FIRST CALL. THATS APPROX 15 MINUTES EACH DAY WORKING WE ARE NOT PAID FOR. BUT THEY CAN WRITE US UP FOR 36 MINUTES OVER A 2 WEEK PERIOD BECAUSE OF TARDINESS? I FIND THIS OUTRAGEOUS, IF NOT ILLEGAL. AM I WRONG?

LORI

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