Teleperformance:  Payroll software plays up
By Ferdinand

http://tpwatchers.tk/ claims to be the official online Labor Union of Teleperformance Philippines. It was hatched over coffee at Starbucks by several Teleperformance (TP) employees who feel harassed by what's going on in their companies in the form of salary disputes, unfair labor and mass termination.

One of the more level headed employees suggested encouraging their co-agents to stage a rally (this is yet to be seen in the Call Center industry), but in the end the creation of the online labor union won over.
 
What earned their ire was the rollout of their new payroll software, Call Center Management System (CCMS) which was intended to pay the reps for every second that they work for' and to free their Team Leaders from computing their agent's pay. Some had reported that they were only paid 1000-2000 pesos for a particular pay period which is lower than a hired help in Manila would earn for the month. As far as the dispute goes, it looked like the Site Director didn't want to sign the salary adjustment disputes for one reason or another.
 
Reps had planned on a massive walkout on March 26 which was only prevented when their Management sat down for a dialogue. But not before half of the Wave 5 of their TWC account resigned.
 
In my experience, we have progressed from a bundy clock/paper timesheet system to a homegrown timekeeping system with minor hitches. I guess they should have tested it out first side by side with their old system for a couple of months before fully rolling it out and ensured that the people who will have control over the software are fully knowledgeable of the ins and outs of the system.
 
(Techgoss note: Teleperformance began operations in the Philippines in 1996 and has grown to become a preferred offshore contact center outsourcing option to the Philippines and U.S. markets. They operate more than 6,000 workstations from 5 contact centers located in and around Manila and Bacolod City. Teleperformance offer bilingual services in English and Spanish to the U.S. domestic market and can support other languages such as Korean, Spanish, Mandarin, Fookien and Tagalog.  Their Philippines operations are ISO certified.)