….just wondering whether you had time allocated before calls started, to prepare for your shift?
eg
As opposed to
Thanks for your advice!
I've been in a number of call centres during my studying years - one for a popular telecommunications company, one for a charity and one for the government body which collects taxes.
The telecommunications company required the first call to be taken as soon as the shift started. For example, if my shift started at 9am, the first call was to be taken at 9am. However, in order to take a call, my computer needed to be started up logged on and all relevant programs opened. That would take about 15minutes and no one would do it for me - I had to be there to do it. So I would end up doing about 20mins before my shift unpaid. Same situation as coming back from breaks and at the end of a shift. Over the week, it adds up to hours of unpaid time. It was a very unfair work environment because you were expected to be up to date with all emails and communications, however you weren't allowed to look at emails while on a call. In hindsight, I really should have said something about it, but needed the job at the time.
In any job, there will be unpaid time (I am currently a teacher and would hate to think of all the unpaid overtime!). I guess it depends on what you're happy with doing unpaid. If you're comfortable being at work 2minutes before the start of your shift, go for it. Some people like to have at least 10 minutes to get their head around the work before they start.
Re: Unpaid/paid time, I think there is a difference…
As a full time teacher is it likely you receive a salary and get most school holidays off (likely adding up to more than 20 days off per year, and I am doubtful teachers are paid pro-rata). You get paid sick leave and carers leave and compassionate leave and long service leave and holidays.
If you are working in a call centre you are likely employed casually, paid by the hour, and don't accrue any of those benefits listed above. There is a loading to "compensate" for this and you're not receiving a loading if you're not getting paid. If you work 6 hours your employer isn't going to pay you for 8. Conversely, an employee shouldn't be expected to work unpaid hours. And over an hour each weeks adds up over the year.
I've worked at two call centres during my early uni years. Both of them were outbound survey/interview call centres. I usually got to work a bit early (5 mins), just to check if the PC was turned on. Usually, the PCs were already turn on since the managers would come in early to make sure everything was set for the shift.
Most of the time, it didn't really matter if you were 5 minutes late to log in. There's always going to be some technical difficult. As long as you hit the quotas, you were fine. With this said, it doesn't mean you just have to reach that limit. Going above and beyond can lead you to special projects or even a promotion to team leader.
Also, you have a lot of time between calls to check emails. This depends on the system that you use and if it allows you to get out of the calling program. From experience, most of the time it will just be the dial tone you'll be listening to.
It would vary from place to place.
From a legal point of view, if the calls start at 9 and you're required to be there 10 minutes early to get the equipment ready for work then they need to pay you for that time. Unfortunately, call center staff are easily replaced.
this ^^^
i honestly dont think its a huge imposition to get there at 8.45 and get a tea or coffee and start your PC and email
do you complain about the time it takes to get to work?
it depends on how much value your job has and how easily you are replaced
eg, i had this thing were i had to meet a client at 10am on their premises (for example)
thing is it takes time to find their place and arrange parking and in many cases i had to wait for security etc.
i got used to getting there 30 mins ahead and just being early, in the end i just put 9.30am or 9.45am start time and really, the company is fine with it
Thanks, I always get there at least 15 mins early - I ws just wondering about how other call centres do it. It wasnt a complaint :)
NUW is the union for call centres, join it, it is worth it (no longer affiliated). Worked in a call centre with a heavy union presence for over a year and it was great. Heard horror stories of other call centres timing and deducting wages for bathroom breaks, staff not receiving legally required breaks, being unfairly dismissed etc.
As for your original question: no, I don't think it's right you are required to start work at 8:50am and are paid from 9:00am.
Thanks for your excellent advice
The problem with working at a call centre instead of anywhere else is that everyone hates you and no ones want to hear from you. Except lonely old ladies. I admire you all who do as you can cope with the hostility and abuse!
Thanks, its inbound work :)
But you can make funny faces and give them the finger!
Was working for a fairly large call centre and had the same imposition. We had to log in at least ten minutes earlier so we would be ready to take calls. Towards the end of my work there, I noticed one consultant arriving at the start time (9am) every day. When questioned about it, he said 9am was his start time and that he wasn't getting paid otherwise, so why turn up early? You should get paid for all of the work you do, reading work related emails etc is work! However, most people don't complain and companies exploit this. I also found it useful to keep a log of time worked and breaks to check against your pay each cycle.
Thanks, its interesting to know what happens at other big call centres…..
Is this your first job and Have you had your first day yet?
If it's your first day, come in 10-15mins early to find out what others do and suss out the place. My guess is these 10mins are probably unpaid. It depends on how much you need the job and if you're looking for a career. If you want to chase every last cent from your employers, you'll probably be the first one to be let go in tough times.
Also if you need good references too