Time keeping - call centre

(18 Posts)
Yukduck Thu 10-Nov-16 19:18:44

I was a bit peeved by a recent management announcement that being just one minute late in the lines in our call centre, even if only on one occasion, would result in disciplinary action and loss of bonus.
We work all year for our bonus so to lose it would be devastating.
We regularly go half hour over our shift end helping customers on a call and this is time we do not get back.
I thought that employers have to be reasonable in this day and age.
I just thought it was a bit harsh when we regularly give away our own time to our employer, but there is no flexibility if we are one minute late.
(in case you were wondering, I have never been late in 3 years).
I am not on a crusage, but just wondered if anyone had any thoughts?

Yukduck Thu 10-Nov-16 19:19:17

** sorry, crusade (not cursage!!)

SortAllTheThings Thu 10-Nov-16 19:21:59

No idea of legalities, but that's fucking harsh..

I temped somewhere once that docked you 15 mins pay if you were slightly late. Every 5 mins = 15 mins pay lost. I thought that was harsh!!

I hate companies that treat their staff like this. These policies stop those particular members of staff who are habitually late, but penalise the people who are late once in a blue moon for a genuine reason.

JenLindleyShitMom Thu 10-Nov-16 19:23:03

I think that's really harsh! But 'me guessing they have a real problem with lateness if they have brought in this new rule?

lizzieoak Thu 10-Nov-16 19:23:22

Course they are unreasonable. You work free overtime & they're threatening over a minute?! Sounds like my worksite (which I am quitting asap). And my worksite wonders why they have such high turnover.

OllyBJolly Thu 10-Nov-16 20:03:03

Perfectly legitimate.

However, very bad practice if you want to attract and keep good staff and for these staff to give good service to customers.

It's so true - treat your employees well and your employees will treat your customers well. This kind of policy will backfire.

insancerre Thu 10-Nov-16 20:11:10

I'm about to sack my apprentice tomorrow for being late
In the 2 months she's worked for me she has been late more times than she's been on time
Even 1 minute late is potentially enough for me to be non compliant with the law regarding ratios
I can't have children arriving before my staff so she is going
I'm not looking forward to telling her and so disappointed as I have invested a lot of time training and mentoring her but she just doesn't get the importance of being on time

Shopgirl1 Thu 10-Nov-16 20:47:12

I think that's very short sighted of you employer, they will just end up struggling to retain staff. Fair enough for someone with habitual lateness, but anyone can genuinely be a few minutes late once in a blue moon. I would be raising it with union, employee forum or however you raise issues - it's too harsh, in particular if you frequently work unpaid overtime.

Yukduck Thu 10-Nov-16 21:56:00

Thanks for all your responses.
I felt it was too harsh and a bit too much like power muscle flexing for my liking. I do get that business can only run if everyone keeps to the rules. And sancerre you are not being unreasonable at all under your circs.

The truth is that our company employs such lovely, customer focused staff who bend over backwards to be helpful.

Carrot and stick springs to mind.

Shakey15000 Thu 10-Nov-16 22:22:53

I'd be tempted to invoice them for extra minutes worked or whistleblow anonymously to the press

HappyCamel Thu 10-Nov-16 22:29:01

They're dock by bonus but not basic pay (which they'd be entitled to). So I think it's harsh but not something that you are likely to change. Sorry

NapQueen Thu 10-Nov-16 22:31:43

Maybe ask them what procedures they are putting in place alongside it for overtime- I. E a handover to another agent or supervisor at your shift end.

Also, if you lose the bonus on month 1 what's to motivate you to then work hard for it the remaining 11 months?

SillySongsWithLarry Thu 10-Nov-16 22:35:38

I'd welcome that in my workplace. I'm fed up of college coming in on time everyday to man the station until the rest of the staff can be bothered to turn up. We have flexible working but to show up late every single day just takes the piss and takes advantage of the people who do come in on time.

scaryclown Thu 10-Nov-16 22:37:58

I worked in a call centre who did this. I started saying 'sorry its the end of my shift, please call tomorrow' and hanging up. i was asked to soeak to the boss and said 'well you keep deducting 15 mins for one minute late, which is either unlawful deduction of salary, or disciplinary sanction without investigation'. O complained to the agency who backed overtime for all staff if they were on a call at the end of the day (manpower and BT if you.must know!)

in my current work, late is paid to the minute unless you are already working unscheduled in which case pay is only in complete 15 min blocks.

BolivarAtasco Thu 10-Nov-16 22:39:38

I used to work in a call centre and lateness for the early shift can be a big problem. People stroll in 10-15mins late, then spend another 15 mins on not ready while they sort themselves out. When there are only two people answering calls, it's a pita and your stats go down as a result.

My guess is that they are doing it to make sure people are logged on and ready at the start of their shift. It seems harsh but if there's a persistent problem with lateness putting pressure on everyone else, I can kind of see why it's been done.

EatSleepTeachRepeat Thu 10-Nov-16 22:44:53

I hate lateness. It winds me up no end. However, if I was your employer I would be keeping schtum if my workers were regularly working over time.
I had a a TA who was late at least once a week (usually about 2-5 minutes so not massively but still coming in seconds before the children and leaving no time to set up) so stayed later each evening - usually a good 20 minutes.

I kept my mouth shut when she was late because I knew I'd get the time back with interest. Not ideal for her but benefited me greatly.

Yukduck Fri 11-Nov-16 19:31:39

I must say that there are many, many staff ready to take calls at shift start so no customer has to wait.
I am always ready at least half an hour before my shift start as I like to make a cup of tea and have a look at my e-mails.
There really is no reason to take such a harsh line.
I can only think that with Christmas so close our company is clamping down in case we get a raft of sickies being thrown for Christmas shopping, visiting friends, partying late and coming in late with hangovers.
I just gave a big sigh and inside despair at management's attitude to their good staff.

EBearhug Fri 11-Nov-16 19:41:37

I can understand persistent offenders having to have this sort of regime, but I would feel miffed if I were nearly always on time, but was late once because of things beyond my control, like public transport not turning up or a road being closed because of an accident or something. It's the lack of flexibility for people who do make the effort which would felt really unfair. And that's before you take into account the unpaid overtime.

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