Wednesday, October 6, 2010

Call Center Employees Who Were Denied Overtime Pay May Be Able to Collect Unpaid Overtime Wages

New York 10/04/2010 04:42 PM GMT (WooEB)

The overtime attorneys working with are available to review unpaid overtime claims from call center workers and customer service representatives who regularly work more than 40 hours a week and have been denied overtime pay. In general, customer service representatives and call center employees who do not meet one of the federal overtime exemptions, which are typically reserved for executive, professional and administrative employees, are entitled to receive 1.5 times their regular rate of pay for every hour worked in excess of 40 during a single workweek. If you have been denied overtime pay as a call center employee, visit to find out if you can collect back overtime pay.

Overtime violations can affect workers in any industry, and call center employees are not immune from these illegal wage and hour practices. In fact, APAC Customer Services Inc. agreed to pay $4 million to settle an unpaid overtime claim which alleged that the company failed to pay its customer service representatives proper overtime wages in violation of federal and state laws. Sprint/United Management Co. also faced three class action lawsuits on behalf of call center employees who alleged that the telecommunications company failed to pay wages and overtime in violation of federal labor laws. The collective action lawsuits settled for $8.77 million, which was divided into three separate settlement funds.

Call center employees who have been denied overtime pay may be able to file an unpaid overtime lawsuit to collect up to three years of back pay, as well as an equal amount in liquidated damages and attorneys’ fees. If you have been denied overtime as a customer service representative, visit and complete the free case review form. The overtime lawyers working with are providing this initial consultation at no cost and remain dedicated to protecting the rights of employees who have been wrongfully denied overtime pay.

About IQ Overtime was established to provide information for workers who have been denied overtime compensation. Comprehensive resources for workers are available on this site, including informational articles, an overtime calculator, answers to frequently asked questions, and an overview of state overtime laws. If you have been denied overtime pay, get the legal help you need today. Visit and complete the Free Case Evaluation form to have your claim reviewed at no cost.


Friday, September 3, 2010

Holland call center hopes to employ hundreds

HOLLAND, Mich. (NEWSCHANNEL 3) – On Thursday, Holland welcomed a call center by a company called NOVO 1.

That company hopes to hire 300 people over the next two years.

Experts recently said that the U.S. would do away with low-cost call center jobs, since it's cheaper to contract that work to overseas companies. However, that's not the case here.

The new set-up in Holland is one that many Americans would expect to see in countries like India and China or in eastern Europe, but instead Holland is home to one of the newest call centers built in America.

It's a story that many in Michigan can relate to, out of work for over two years, Mark Shaffner of Zeeland lost his job and was relying on his wife's income.

“Never suspected anything like this would come about, especially for myself,” said Shaffner.

Now Shaffner is working as a team leader at NOVO 1's call center, a new life and a new job at Holland's newest business.

“Everybody's been depleted from unemployment, just a tough time for everybody,” said Shaffner. “Wonderful to see a company like this come in.”

Shaffner may owe his job to the minor trend of 'onshoring,' or bringing some jobs back to America. Companies like Ford, Caterpillar and GE have brought some manufacturing jobs back and NOVO 1 is doing the same for call service.

“What's left are the complicated calls, and it's not working over there,” said president and CEO of NOVO 1 Mary Murcott. “and the cost, it's cheaper to do it in America rather than overseas.”

Murcott says for years companies sent call center jobs overseas, figuring their costs by the number of calls they took as well as the cost per minute. That resulted in a culture where the goal was to get people off the phone as soon as possible, not to fix the problem.

NOVO 1 has abandoned that approach and will apply a new philosophy at the call center in Holland.

“If people call over and it takes three or four calls to get your problem solved, then the right metric is not cost per call, but cost per resolution,” said Murcott.

In the end, it's all about jobs. The goal at the facility in Holland is to provide service 24 hours a day, seven days a week, putting more people like Shaffner to work.

“Very big load off my wife's shoulders,” said Shaffner, “her not having to support us, me just being able to bring a paycheck in is a wonderful blessing.”

The NOVO 1 call center currently has one client but is getting interest from others, which means more people from the Holland area could soon be working at the enormous facility that has the potential to employ hundreds.

You can find more information about NOVO 1 at their website

Saturday, July 3, 2010

Launch Your Business Nationwide With A Call Center



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Wednesday, May 12, 2010

Ethiopian to establish 24/7 Global Call Center

The Ethiopian Airlines said it has entered into an agreement with InterGlobe Technologies (IGT) to establish a call center that will provide Ethiopian customers access to its service 24 hours a day, seven days a week.

According to a press release Ethiopian sent to WIC, the initial phase of the call center service is planned to go live as of June, 2010 covering North America, Europe and Asia. The project will be completed in three phases through October, 2010 covering the rest of the World.

The call center will compliment the company’s and e-ticketing activities as costumers now have the option to reach Ethiopian via at any time. The services encompass reservations, sales, ticketing, flight information, flight irregularity handling, Sheba Miles enrollment and support programs and other similar queries

IGT will be managing the call center operation across its centers based in Gurgaon (India) and Cairo (Egypt), supporting calls in English, French, German and Arabic, while setting up the infrastructure and process to handle Amharic and local calls in Addis with the same system.

Ethiopian long term objective is to establish a similar call center in Ethiopia. The projected call center is therefore, precursor to the eventual transfer of technology and capacity building at home.

Tewolde Gebremariam, Chief Operating Officer of the Airlines said, “Our objective has always been to explore ways and means to enhance our services so as to provide efficient and convenient traveling experience to our customers. Hence, our latest move to avail real-time information is part of the effort to increase passengers’ convenience.”

The call center will enable customers to get accurate information regarding their flight status. The center will have the capacity to reach customers at a short notice and avail information using multi-media channels such as email, SMS, or even calls at preferential outbound rates at all times.

“This partnership with Ethiopian Airline integrates our technology, processes and best practices to provide high quality customer satisfaction to the airline industry,” said Vipul Doshi, Chief Executive Officer, InterGlobe Technologies. “We are delighted to support Ethiopian Airlines to enhance their passenger experience.”


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