Call Center Employees

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We represent customer service representatives, sales agents, and call center workers who face wage violations and unfair pay practices.

Many call center employers fail to comply with Massachusetts wage laws, costing workers thousands of dollars in unpaid compensation.

Common Workplace Issues

Untimely Wage Payments

Massachusetts law requires employers to pay terminated employees all their earned wages, including any accrued PTO, on the same day as their termination – not on the next occuring payroll cycle.

Misclassification of Work

Employers sometimes argue that call center workers are primarily providing “tech support” to avoid Sunday pay requirements. This argument fails when workers routinely sell products as part of their job duties.

Unpaid Overtime

If you work more than 40 hours per week, you may be entitled to overtime pay. Some employers incorrectly classify call center workers as “exempt” from overtime to avoid paying time-and-a-half.

Your Rights

Under Massachusetts law, retail workers including many call center employees are entitled to premium pay for Sunday work. The law doesn’t require a physical “storefront” to trigger this protection. If you’re selling products or services to customers, you may be covered.

The law also provides for triple damages when employers violate wage payment requirements. This means if you’re owed unpaid wages, you may be entitled to three times that amount, plus attorney’s fees.

Who We Help

Call Center Sunday Pay Case

We sued a home security company on behalf of customer service agents who were not getting paid time-and-a-half for working on Sundays. The company argued that it didn’t need to pay time-and-a-half for Sundays because the Sunday pay law only applied to salespeople who worked in brick-and-mortar stores that sold retail goods.

The court rejected that argument, ruling that “nothing in the Sunday Pay Statute mandates that a ‘store or shop’ possess a ‘storefront’ or a ‘physical space open to the general public’ in order to be subject to its requirements, nor would it be logical in this technology-driven day and age to imply such a mandate.”

The court also rejected the company’s argument that it did not owe time-and-a-half for Sundays because the customer service representatives primarily engaged in tech support, not sales. “This argument,” the Court held, “ignores the undisputed fact that the customer service representatives who are employed on the Company’s tech support teams routinely sell the Company’s products to customers who contact the Call Center for whatever reason.”

How We Can Help

Evaluate

Evaluate whether you’re entitled to Sunday premium pay

Review

Review your job duties to determine proper classification

Calculate

Calculate unpaid wages and potential damages

File claims

File claims with appropriate agencies or in court

Pursue recovery

Pursue maximum recovery including triple damages and legal fees

If you work in a call center and suspect you’re not being paid properly for Sunday work or overtime, contact us for a free consultation.