Bank of America call centers have "done it again." One class action suit has already been lost by Call CEnter overtime hours payment practices. But they continue theier agressiveness against employees. (1) Call Centers demand good customer care; but it goes beyond that to forcing employees to take continually exceedingly abusive customers without recourse by the bank, except notations on the customer screen regarding conduct. Still, employees have to take the exceddingly stressful abuse and attempt to resolve issues. (2) Employees are told under penalty of losing their jobs to; (a) service the customers and reoolve their problems in a friendly manner, and; (b) to maintain a low handle time -which is conlfictive and impossible in an abundance of client calls which are both conflictive and time consuming. This is a proactive conflict against performance payouts, which one cannot obtain if customers are services. "Key performers" are usually employees who get payouts, but their handle times are low becqause, generally they do not follow bank customer services policies, give out derfective information, and frequently hang-up on the customer who most of the time calls back to get someone who will handle their request or complaint.
Most recently, the day before Thanksgiving, the evening shift, that worked for only four hours, was paid for a full day's work. Such pay would include earned vacation time, 401k contributions time, earned sick leave, bonuses, and pension plan. Those in the morning shift had to work a full eight hours, not getting paid equally for their time compared to the afternoon shift.
The system is set up to encourage "performance payouts, " but the grading system does everything it can to work against the payouts.in other words, it is a positive reward system with negative inhibitions etup against it to limit performance payouts. While good customer service is the policy, inadequate customer service is apparently the norm in order to obtain the performance payout -or just pain luck in getting the right calls.
But the morning shift full time versus the afternoon shift fuoll time for a half day matter apparently was nation wide. These positive demands with threat of job loss versus such negative conivances should be stopped.
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