The hours I am working are not adding up

A question about : The hours I am working are not adding up

Hello. I have been working at a call centre (please don't let it put you of reading this ) for 2 months now.

Basically, how it goes is we log onto the dialler and it keeps track of the time we have been logged in. The only time we do not get paid for is when we are 'In Wrap' which is a few seconds, any time we are logged out (dinners, breaks, etc)

Every morning we get an email through of how many hours we have worked, calls completed etc. From what I calculate from the dialer to what the hours this compnay are paying me I am always losing out. Everyday It's either 20 mins there 45 minutes here. I am massivly dissapointed because I work 8 hours a day and I do as much over time as possible. It may not seem much, but thats around about Ј60 gone from my monthly wage, which I really need!

I asked my supervisor when I first started to have a look into it as my hours didnt tally up from my over time on friday and saturday. They came back saying that they was right.

So I asked them if i could have a copy of my 'In Wrap' time sheet, to see how many minutes are being deducted, what a suprise, they can't give me one. But surely if they can take the minutes away from me they must show me how they calculate it?

Alot of people have noticed this aswell, and abit of a fuss was made within the office. Their timesheets where double checked and was told that the times where correct. Later on in the day the supervisor sent around a piece of paper asking us to sign it to agree that the end of day report is correct. I didn't sign it, it seemed dodgy.

I don't know where I stand. Minutes are being lost and they can't tell me where they are going. I want to be paid for those hours I work. I can't walk out because I need the money and there is nothing else out there atm.

Any advise would be great, I have searched for other people discussing this on google, but no luck.

Thankyou

Best answers:

• What exactly does 'In Wrap' mean? Is it the time between telephone calls when you are not actually ringing someone?
• Yes, it could be adding notes to accounts etc, or just noting what you've done on the call. OP is there anyway you could cut your WRAP time down by doing notes etc while the next call is dialing. Not that you shouldn't be paid for WRAP time, after all you're still doing work for the company in that time. When I worked for Telewest, I was often writing up notes when the next call came through, dunno if this is similar to what you do.
• yes, wrap time is a key part of any call centre role, and not to pay for it is appalling practice. Appeal it, raise a group grievance or get a union involved, and get a new job asap!