Employer enforcing to work out of hours

[Rossi94]

I have name changed so I am not identified by previous posts but I am a regular on here.

Work is beginning to get me down and I am hoping for non biased opinions.

We close at 20:00, lines close at 20:00, I work until 20:00. However, we are told we cannot sign off until all the calls have been answered. So any call queuing before 20:00 will continue to queue until we pick them up, no calls can come through after this time.

The lines are absolutely manic after 19:00 and we are often left with few staff having to answer calls outside of working hours.

I understand from a customer point, lines close at 20:00 if they call at 19:59, they should be able to get through but these are often not quick calls and more often than not, we are not logging off until 20:30, occasionally beyond that.

Don't get me wrong, work will say we can take the time back at the beginning of a shift or take it is as overtime but I don't want either of these, I just want to finish at my scheduled time.

I feel my employer should just change our hours to finish half hour later but keep the lines closed for 20:00 but they won't do this. Or alternatively put an automated message on stating lines close at 20:00 and if the call is not picked up before this time, the call will be disconnected but they won't do this either.

If it was a one off, I would not care but it's every single shift, seeing 20 calls queuing at 19.59 is so disheartening.

YANBU - you should be able to finish at 20:00

YABU - you should stay until the calls are picked up and get your time back or claim overtime

It sounds like it’s too big a place to make a change, too many things would need to shift. I think the option of being paid overtime is pretty decent, though, I know of a few places where the extra work is expected and not paid eg restaurant work, NHS.

Hmmm diffficult one really.

I always call these numbers 5 minutes before they close because they get answered and dealt with quickly because obviously the call handler wants to finish quickly. So thats the reason so many people ring at this time.

But yes, you should finish at your correct time.

The advertised time the lines close should not be the same as the end of your shift. Close them at 7.30 if needed and if I call 1 min before closing and I get cut off then I'm not that pissed.

We have similar and it’s our choice. The lines close at say 8pm, our shift ends at 8pm
Our manager says it’s up to us if we want to clear a queue or finish. It doesn’t happen often and if it’s 1 in the queue I’ll answer it but otherwise it’s lines are closed

@ACynicalDad I definitely agree that they should close the lines half hour before the shift ends and your idea would be more manageable than changing staff shift patterns.

In the unlikely event of no calls before the end of our shift, we do have admin duties that we can be getting on with, so our employer wouldn't be losing out.

@DenholmElliot11 I totally get that, the call handler will be inclined to get through the call quickly, unfortunately this is not the case for the call handlers on our department. We have to be thorough with each call, if we make the wrong decision it can have a huge effect on our customers and cost the company thousands.

If it was just the odd occasion, I really wouldn't mind, all the time, I find draining. Can't arrange your evening because you don't actually know what time you are going to get finished.

My next 121 will be fun 😁

Absolutely would not be starting calls past 8 pm. It’s very unreasonable of your employer to think this is ok!

I wouldn't mind as a one off but it is every shift and it's beginning to feel deflating not knowing when my shift will end.

I am curious from a legal point, if I logged off and said, I am not going to give you anymore of my time, if they could do anything in terms of disciplinary action.

I don't want to submit overtime and I am not fussed for starting later. Not sure if them offering the extra time back stands them in good stead, I just want to finish at my scheduled time. 😔

Unless they PAY you after 2000, I'd be walking the fuck outta there.

They want you to stay, then they pay.

As for disciplinary - if they went down that road, an employment lawyer worth their salt would tear them a new asshole.

This.

Check your contract though as well, there might be something in there that says all calls must be finished and dealt with before leaving.

I wouldn’t be having this to be honest.

Why don’t you want to submit overtime? Have you been taking all the time back or being paid for it of have you just done it for free with no time back later?

Just submit the overtime for all the extra you have done! And I would just walk at 8pm. But it’s easy to say that when it’s not my job and my risk.

Many moons ago I worked in a call centre where my colleagues wouldn't take that call and would go on a loo break.

Pretty crappy customer behaviour if it was a problem or complicated..

Worked in a call centre - used to HATE HATE HATE this. We used to try and string the last conversation out to 8 on the dot.

I used to hate if you ended a call and didn't press the button straight away to give you 10 second grace after the call. I took 1 at 7.59.48 one day and it was a complaint, by a very delusional man who had already been told not to contact the company again and had been through the complaints procedure and it had been dealt with. In fact, rare I know, but I got this guy twice!

We just had to log it and I would save it up and give myself an early finish at the end of the week.

How much are you paid Op? If you are regularly working beyond and it’s dropping you below min wage that’s taken pretty seriously.
Are you in a union? If not join.

I agree they need to change your hours to allow all the calls to be taken.

In terms of the legal position, I expect there is something in your contract that says you're expected to stay for a reasonable time and that overtime payments or time in lieu will be given.

Finishing a call you're already on at 8 is fair enough

But I'd be signing off as soon as it finished

I had a job exactly like this and I always finished on time as you got the knack of extending a call when needed to finish on time.

You should be paid, be it overtime or starting a shift later.

work will say we can take the time back at the beginning of a shift

Ask if you can take it at the end instead and leave at 19:30?

It’s really hard to do though, some places you never clear the calls
i worked for one where you would log in and instantly be 100 calls waiting, it was soul destroying

Who the hell calls at 2 minutes before a place shuts and expects to be answered?
Do the same people walk into say a shop 2 minutes before it closes and start looking around at goods and doing a shop? Ridiculous.
I note how you have to take your time back at the beginning of a shift and can’t leave early. I would request exactly this though. Tell them if them expect you to stay late you want your time back at the end of the shift, so you can leave on time for a change. I also think they need to close the lines earlier if they expect you to still be working until 8pm.

Who the hell calls at 2 minutes before a place shuts and expects to be answered?

I'm genuinely surprised to learn from this thread that some selfish wankers do this on purpose, knowing that the call handler will be desperate to get home.

I’d be surprised if this kind of thing isn’t covered by your employment contract, it is pretty standard that it will say something along the lines of your working hours are X & Y but expected to be flexible to ensure all work completed and any overtime will paid or given as TOIL type thing, so if you’ve signed your contract you’ve already agreed to it.

It is rubbish though, one of my friends works at a company with the same policy & her bus home after 5pm only comes every 45 mins, so if she ends up kept on later then she often has to sit and wait 40 minutes for her bus home which delays her evening even more.

Mrsttcno1 · Today 14:57

I’d be surprised if this kind of thing isn’t covered by your employment contract, it is pretty standard that it will say something along the lines of your working hours are X & Y but expected to be flexible to ensure all work completed and any overtime will paid or given as TOIL type thing, so if you’ve signed your contract you’ve already agreed to it.
It is rubbish though, one of my friends works at a company with the same policy & her bus home after 5pm only comes every 45 mins, so if she ends up kept on later then she often has to sit and wait 40 minutes for her bus home which delays her evening even more.

Exactly. Staying an extra 10 minutes can often equate to adding an extra hour onto your commute.
Some employees will also have other commitments and expect to leave work on time. Fair enough if you are the CEO, expect to stay, but a regular employee- no.

I used to work in a call centre, but never left after my finishing time. 5 mins before I was due to finish, I used to go to the toilet and not come out until my finish time. I guess a bit different for me as I didn’t have to then deal with calls in a queue.

I work for a company now who has lines close at 5pm, we work until 5:30pm. We use that last half hour to sweep up calls in the queue and also to finish anything we need to/work our emails. Previous job closed lines at 7:58, finished at 8. Had to stay to pick up queueing calls, I often had evening appointments so refused to stay. Sorry boss, got to be at X for 8:30, cos I only work until 8. It was grim