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News : Glasgow Call Centre Firm Admits Paying Thousands Below Minimum Wage

#contactcenterworld, @capitacareers

Glasgow, Scotland, Sept, 2021 -- A call centre firm, with a large operation in Glasgow, has been paying thousands of staff below the minimum wage.

Outsourcing provider Capita, which employs workers at Skypark in Finnieston, has paid out hundreds of pounds each to individual staff who were underpaid during the last six years.

In a letter, understood to have gone to several thousand people, including hundreds of workers and ex-employees in the Glasgow operation, Capita said the underpayment was found during a minimum wage compliance review.

It stated: "During your employment with Capita your salary dropped to below the National Minimum Wage due to a small number of technical issues."

It said that the review looked at deductions for salary sacrifice for example for childcare vouchers, additional days of annual leave purchases and the cycle to work scheme and a system for monitoring logging on and off times.


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The period of underpayments covers six years from 2015 to 2021.

Capita said it now pays the Real Living Wage, which at £9.50 per hour is higher than the Government National Minimum Wage of £8.91 for 23 year-olds and over.

The firm, through its Chief People Officer, apologized to those affected and said it has addressed the "technical issues" that led to staff being paid less than the National Minimum Wage.

Workers and former staff received letters this week notifying them of the mistake.

Sean Clerkin, a former Capita employee, who received the letter, and was re-imbursed for underpayments said it is a "disgrace".

He said: "Up to 1,000 people worked for Capita in Glasgow where this company had a £93 million contract with John Lewis.

"It is a scandal for us to be told years later that we were paid a rate less than the National Minimum Wage and at that low rate for years.

"This was clear exploitation of workers by a large multinational company and Capita should be fined for breaking the law. It is a national disgrace that this happened in the 21st century."

#contactcenterworld, @capitacareers

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.glasgowtimes.co.uk


About Capita:
Company LogoOutsourcing - delivering measurable benefits to our clients What we bring our customers: Inspired productive people Streamlined administration processes Effective ICT Innovation Improved customer services Supported by our extensive capabilities Comprehensive range of expertise and resources Extensive business centre network Flexible, efficient service agreements and delivery models - onshore, nearshore and offshore
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Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Monday, September 27, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
 

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