threatened with 'performance management' over lateness

grandmaster00

I work in a call centre and until recently this was a very nice job that was not run as you would usually expect or hear about call-centres.
Recently there has been huge emphasis put on efficiency targets and we are now monitored on even how long we spend in the bathroom.
we use a computer all day and the amount of time spent away from the vdu is verging on the illegal but thats a different story.
we are now told that we can only spend 0.9% of our day at 'comfort break' which is the code we use to sign off from the system to visit the bathroom, get a drink etc etc again though this is really a different story.
anyway to cut to the chase, i am occasionally late by maybe 1 -3 minutes and also occasionally late back from breaks. however nearly every shift i finish late by approx 15 or so minutes sometimes even longer sometimes a little less. everything we do now is logged as we are 100% of the time'signed on' to the telephony system and each time we 'log off' the system we have to put in a code that explains why.
this is all saved onto spreadsheets which are available for us to view.
nearly every employee by the end of the month is hours and hours in credit as it where and so officially are owed time by the company.
can i be threatened with disciplinary action over this lateness?
also what defines lateness ? they say we should be sat with our pc switched on and logged on to the pc ready to take calls. i am under the impression, from reading online, that lateness is defined by the time that you entered the building.
this company used to be run fairly but its getting more and more petty by the day. i wont bore you with the details as im sure a lot of other people are feeling this too but i just think this is particularly unfair and wonder where it could lead if anywhere?
i am in a union but most of the employees are not. they have changed our shifts 3 times in one year, they change our bonus and pay structure almost on a month by month basis at the moment can any of this really be enforced?
thanks for taking the time to read this anyone who does.

diable

Are you based in the UK or Bangalore, also ask your manager about DSE and eye tests and proper training to use the equipment as per H&S requirements.

dmg24

You start work when you are ready to do your job. As long as the prep taken to do this is not unreasonable, you should be ready to take calls at your start time.

Of course you can be put on a disciplinary if you are repeatedly late. How often does this occur?

grandmaster00

maybe once a month i am late which i hold my hands up to.
what about the hours i am owed by them then that i am not paid for? i dont ask for overtime for it...

starrystarry

Staying late at the end of your shift doesn't make up for being late at the start of it. Most call centres have a service level to achieve (% of calls answered within x minutes etc) and if you're not ready to take calls at the start of your shift they risk not achieving their target. You staying late after your shift, when you're not really needed, doesn't make up for being late. I've done resourcing in call centres so I know how tight the margins are, one person being a few minutes late can make the difference between achieving or not achieving the service level.

ceridwen

grandmaster00 wrote: »

maybe once a month i am late which i hold my hands up to.
what about the hours i am owed by them then that i am not paid for? i dont ask for overtime for it...

Can I ask why people arent logging off at the end of the day on time? Say it takes 5 minutes (for the sake of argument) to close the computer down and your work finish time is 8pm - can you all not just start Close Down at 7.55pm on the dot (if need be "accidentally on purpose" cutting off phonecalls - and I DO know this happens in callcentres - as i've been the customer at the other end of the phone and had the phone cut off on me and had to ring back again:mad:).

liney

ceridwen wrote: »

Can I ask why people arent logging off at the end of the day on time? Say it takes 5 minutes (for the sake of argument) to close the computer down and your work finish time is 8pm - can you all not just start Close Down at 7.55pm on the dot (if need be "accidentally on purpose" cutting off phonecalls - and I DO know this happens in callcentres - as i've been the customer at the other end of the phone and had the phone cut off on me and had to ring back again:mad:).

Cutting off a call at the end of the shift so you can log of would be cause for a disciplinary. In fact, cutting off any call at any time, without following the proper proceedure, ie warning agressive cusomers you will terminate the call if they continue to swear, or forwarding them to a supervisor, ie whatever your proceedure is, would be cause for a disciplinary.

Do people really start getting themselves ready to leave before their finish time? Nowhere I have worked has this happened, nor would it be tolerated.

C_Mababejive

What you people need to do is organise and unionise.

The exchange has to be fair i.e you guys do a fair days work and in return,get your pay.

I'm guessing there is no union. No doubt it takes someone to organise it and many will not want to part with £9 a month to protect their rights and win back some power/pride.


http://www.socialistworker.co.uk/art.php?id=18374

Sambucus_Nigra

Perhaps you also need to all just work your contracted hours. After all, if they wanted you to work longer hours, they would pay for them.

Get in on time. Leave on time.

Take the breaks that you are allowed legally; and no more.

Work to the letter of the law.

viktory

C_Mababejive wrote: »

I'm guessing there is no union.

I'm guessing you've not read the OP properly.

grandmaster00 wrote: »

i am in a union

OP, contact your Union rep - and stop being late. I can't abide lateness, there are no excuses for it. By stopping the lateness you are taking away the stick they are beating you with.

Emmzi

stop being late
start leaving on time
bonus targets can be changed unless it's defined in your contract

they are doing nothing illegal, put up or move on I am afraid, but you shouldn't be owed hours unless you get the time back or overtime paid.