Call Center Employees | Overtime-FLSA.com

Call Center Operators

Overtime Pay Laws for Call Center Employees

The Fair Labor Standards Act (FLSA) requires covered, non-exempt employees be paid time and a half for all hours worked over 40 per work week. Call Center employees and customer service representatives, under most circumstances, qualify for overtime pay. However, employers often fail to pay these employees their required overtime wages. In addition, call center employees and customer service representatives are often required to work “off the clock” in violation of the law. This work can include time spent:
  • Booting up computers and logging in & out systems and programs
  • Making notes and completing paperwork before or after calls have been completed
  • Reading company memos and updates
  • Attending meetings and required training programs
  • Working through lunch breaks
There have been several recent lawsuits brought on behalf of call center employees and customer service representatives to recover unpaid overtime and pay for work done off the clock. In a lawsuit against Sprint/United Management Co., Sprint agreed to a $9 million settlement to compensate call center employees for working before their shifts, after their shifts or during meal breaks. In another such suit, APAC Customer Services, Inc. agreed to settle an overtime claim with their customer service representatives for $4 million as payment for time spent logging into the computer system, performing clerical duties and reviewing company notices prior to logging into the company’s timekeeping system. If you believe that you may have a claim or would like to get more information about wage laws, please call us at 1-866-559-0400, email us at mlore@overtime-flsa.com or submit your information using our convenient Case Evaluation form for a FREE and CONFIDENTIAL review of your circumstances.  

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