Specifically, in addition to tracking when a CSR logs in and out of his or her phone for purposes of calculating the beginning and end of a shift,, EIS also uses auxiliary (" AUX") codes to keep track of a CSR's status, such as whether they are in a meeting or on a break and cannot take a call, or whether they are ready and waiting to take a call. Īlorica uses a program called Employee Information System (" EIS") to track CSRs' time. CSRs are not "on the clock" for purposes of being paid until they log on to their phones. CSRs clock in and out by entering their personal identification number on the telephone, which then logs them in or out of the telephone system and records their time at work. CSRs' time is tracked through Alorica's Avaya phone system, a typical desktop phone. Upon arriving at the Terre Haute call center, CSRs must swipe an employee identification badge to enter. Hawkins began her employment with Alorica as a CSR at the Terre Haute call center. Since its opening, CSRs at the Terre Haute call center have primarily fielded calls from AT&T customers.
Most CSRs are scheduled to work forty hours per week,, and they are paid at an hourly rate of between $8.00 and $9.50. Alorica has employed as many as 500 customer service representatives (" CSRs") at the Terre Haute call center at any given time. BACKGROUNDĪlorica opened a call center in Terre Haute, Indiana in April 2008. Hawkins' Motion to Certify Combined Class Action and FLSA Collective Action,, Motion for Approval of Class and Collective Action Notice,, Supplemental Motion to Certify Combined Class Action and FLSA Collective Action,, and Revised Motion for Approval of Class and Collective Action Notice.
(" Alorica") for failing to pay wages in violation of the Fair Labor Standards Act (" FLSA") and the Indiana Wage Payment Act (" IWPA"). In October 2011, Plaintiff Renee Hawkins filed a Complaint asserting claims against Defendant Alorica, Inc.
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