Wireless Connectivity

Most call center employees are hired to handle incoming calls, make sales, troubleshoot, handle complaints, answer e-mails, and make outgoing calls. However, as the demand for customer satisfaction increases, the unrealistic expectations of what a call center agent should be responsible for has also increased.

Things have gotten so bad for a call center in Charleston, S.C., that many of the agents attended a “Speak Out” event to publicize the working conditions and lack of respect at a global panel. According to the employees, there are currently over 300 active agents at the South Carolina call center.

Of those 300 employees, all are required to not only handle all troubleshooting calls, answer questions, and handle complaints – but they are strongly encouraged to meet a sales quota of $29 per hour while keeping all of their incoming calls to under six minutes.

Joyce Bellamy, a T-Mobile (News - Alert) worker, said there is only so much the employees can handle. “We are just trying to get peace of mind on our jobs. [We] are asking them to treat us the way they would want to be treated,” said Bellamy in a video interview from People’s World. “We work hard…and the cost of living is steadily increasing. All we ask is to be equal and to be treated fairly.”

This isn’t the first time employees have spoken out against the call center management. The state of California is facing charges from disgruntled employees that are claiming the they should be paid overtime at a rate of not less than one-and-a-half times an employee’s regular rate of pay after 40 hours of work in a workweek.

Many call centers are currently facing overtime lawsuits and settlements nationwide, including a $13 million settlement against a California call center in Bakersfield.

Call Centers hold some of the most coveted positions due to the benefits, hourly pay, and even the advantage of working from home. However, as with all employment it has its downfalls and it looks as if some call centers aren’t prepared to handle the increase in demand.

Edited by Rory J. Thompson



Edited by Rory J. Thompson



Edited by Rory J. Thompson