Our Call Center Requires Us To Be “ready” At 8:00, But The Unpaid Login Process Starts At 7:45
Location: Georgia. I work from home as an hourly customer service representative for a company with several hundred employees.
We use five separate programs. Before taking calls, I have to start the company laptop, connect to the VPN, pass two-factor authentication, open the phone system and load several customer databases. This takes aproximately 12 to 18 minutes. The timekeeping website only becomes available after the VPN connection, and management tells us not to clock in until our scheduled start time.
At 8:00 we are expected to be fully logged in and marked “available.” Anyone still opening programs can receive an attendance point for being late. At the end of the shift, we must finish case notes after disconnecting from the call queue, but the system automatically clocks us out at the scheduled time.
My supervisor recently wrote in a team email that “setup and shutdown are part of being prepared, not paid work.” I have saved that email and several screenshots showing when the programs actually connected.
Should this required login and end-of-shift documentation be paid time? If I report it, what records should I preserve, and would a wage complaint identify me to the company?
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