Call Center and Customer Service Representatives: Are You Being Paid for All Time Worked?

Many call center and customer service representatives are not paid correctly. These employees arrive at work before the start of their shift to allow time to boot up their computers, load the necessary programs and software to perform their tasks, and review e-mail correspondence to be ready to take calls. However, many call center and customer service representatives do not start getting paid until they clock in after performing all of these tasks.

Companies often tell these employees not to clock in until they are “call ready.” However, the call center and customer service representatives spend about 5 to 10 minutes each shift working to become “call ready.” They are not paid for this time. These employees often clock out and finish up paperwork while off-the-clock and without being paid. Over the course of a month, this adds up!

The U.S. Department of Labor stated that call center and customer service representatives must be paid for the time spent starting the computer to download work instructions, computer applications, and work-related emails. Some states have even stronger workplace laws protecting these employees.

However, companies still do not comply with the laws and these workers get shorted out of hundreds or thousands of dollars per year.

In addition, many call center and customer service representatives work unpaid time during their training period. Companies often require these workers to study training materials and company policies and procedures at home. Yet, these companies do not pay these workers for this time in violation of the wage laws.

In recent years, our law firm has represented hundreds of Call Center and Customer Service Representatives in unpaid wage cases. We take on the largest companies in America who try to take advantage of our clients.

If you worked in a call center or customer service representative role and want to learn about your rights, please contact The Shavitz Law Group at [email protected] or at 800-616-4000 for a free consultation. We would be happy to assist you in a free consultation to discuss your employment concerns.


Gregg Shavitz, Shavitz Law Group, 951 Yamato Rd Ste 285, Boca Raton, FL and 800 3rd Ave, Suite 2800, New York, NY. Lawyers licensed in states including FL, NY, NJ, and TX. The choice of a lawyer is an important decision and should not be based on advertisements alone.
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