Mandaluyong contact center’s new salary scheme draws ire of workers
LABOR WOES hounding call center Teleperformance continue as a protest looms in its 16,000-square-meter Mandaluyong facility.
The Web site tpwatchers.tk, claiming to represent Teleperformance workers, claims that a mass resignation looms because of the Call Center Management System (CCMS), a new salary system implemented by the Utah-based firm.
"It doesn’t count what it should count. It doesn’t show the staff time. As a result, more and more agents are becoming demotivated, angry and frustrated. Their performance in the production floor is badly affected... Agents here and there are now contemplating to resign. Some even call for a mass walkout to show their dismay," the Web site said.
An employee, who asked not to be named, echoed the sentiments of the group. "The employees handling the new salary system were not properly trained, that is why there are many infractions," the employee said.
Before the new system, Teleperformance employees were getting their salaries based on the reports written by supervisors.
In a telephone interview, Teleperformance Philippines Managing Director David Rizzo said the company has "full confidence in the integrity of the data" under the new system.
"We have recently installed a new payroll system much like all other systems in other call centers with an automated system tracking log time of all of our employees’ hours, which is fully compliant with Philippine labor laws," Mr. Rizzo told BusinessWorld yesterday.
"And for anyone who is confused or does not understand the system, our team has an open-door policy to address any of our employees’ concerns," he added.
Yesterday, a massive log-off or walkout among agents was prevented when the management sat down for a dialogue.
"We told them we are not asking for additional incentives, we just want to be paid for what we have worked for. They promised to resolve it within 24 hours, but I doubt if they can do it immediately," a company source said.
Teleperformance reduced its employee capacity in Mandaluyong early this year. It also has call centers in Parañaque, Pasig, and Bacolod. — Marian Grace S. Ramos
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