Unpaid Wages for Call Center Agents: Know Your Rights

Working in a call center can be challenging. 

From managing high call volumes and meeting strict performance metrics to working long hours in a fast-paced environment, call center agents are often the unsung heroes of customer service. 

Unfortunately, many of these workers aren’t paid what they’re legally owed. Unpaid wages for call center agents are a widespread issue in the United States, and it's more than just a paycheck problem. It's a legal one.

At Morgan & Morgan, we believe no worker should be short-changed. If you're a call center agent who suspects you haven't been fully paid for your time and labor, you are not alone, and you may be entitled to compensation. 

Contact us today for a free case evaluation to learn more about your legal options.

What Counts as Unpaid Wages?

Unpaid wages refer to any earnings that an employee is legally entitled to but did not receive from their employer. This includes:

• Minimum wage violations
• Unpaid overtime
• Off-the-clock work
• Commission or bonus disputes
• Improper deductions
• Missed meal or rest breaks (where state law mandates them)

Unpaid wages cost workers money and violate federal and state labor laws. The Fair Labor Standards Act (FLSA) establishes minimum wage and overtime rules that most employers, including call centers, must follow.

Common Wage Violations in Call Centers

Call centers often operate in ways that push legal boundaries, whether intentionally or not. Below are the most common wage violations call center agents report:

Unpaid Pre-Shift and Post-Shift Work

Many call center agents are required to boot up systems, log in to multiple programs, or read updates before they clock in. Others may need to wrap up notes, close software, or log out after their shift ends. If you’re doing this work off the clock, you’re likely entitled to pay for it.

Unpaid Overtime

Under the FLSA, most hourly workers are entitled to 1.5 times their regular pay rate for all hours worked over 40 in a workweek. Some call centers misclassify agents as salaried or "exempt" to avoid paying overtime, or they fail to track hours accurately.

If you’re frequently working more than 40 hours a week but not seeing overtime pay, that’s a sign your rights may be violated.

Meal and Rest Break Violations

In states like California, call center employees are entitled to meal breaks after 5 hours and rest breaks every 4 hours. Employers who don’t allow these breaks or who fail to pay penalties for missed breaks could owe you additional compensation.

“Short-Changed” Paychecks

Call center agents who receive bonuses or commissions may find those earnings inconsistently calculated, delayed, or missing. Others notice unexplained deductions for equipment, uniforms, or “mistakes.”

Employers cannot make deductions that reduce pay below minimum wage or violate your employment agreement.

Improper Time Rounding

Some call centers use time-tracking systems that round hours in a way that benefits the employer, not the employee. If your employer’s rounding consistently results in underpayment, it may be illegal.

Why These Violations Happen

These practices are not always accidents. In some cases, call centers:

• Pressure agents to work unpaid hours to meet quotas.
• Prioritize high productivity at the expense of legal compliance.
• Use outdated or faulty timekeeping systems.
• Misclassify employees to cut costs.

Whether the wage violations are intentional or due to negligence, they are still illegal, and affected employees have the right to pursue legal action.

The Impact on Workers

For call center agents,  many of whom earn modest hourly wages, even small amounts of unpaid time add up. Missing 15 minutes of pay per shift equals over an hour of free labor per week. Over a year, that’s more than 60 hours of unpaid work.

This wage theft can:

• Push workers below the poverty line.
• Force employees to take second jobs.
• Create unnecessary financial stress.
• Erode trust in employers and morale in the workplace.

At Morgan & Morgan, we’ve seen firsthand how systemic wage theft impacts everyday Americans. That’s why we fight to hold employers accountable.

Your Legal Rights as a Call Center Agent

As an employee, you have legal protections under federal and state wage laws. Here's what you're entitled to:

• Minimum wage for all hours worked
• Overtime pay for hours over 40 in a workweek
• Compensation for all time worked, even if your shift hasn’t officially started
• Proper breaks and related compensation where state laws apply
• Protection from retaliation if you report wage violations

Importantly, you do not need to be fired or leave your job to pursue a claim. You can stand up for your rights while still employed.

How to Know if You’re Owed Unpaid Wages

Ask yourself the following:

• Do you regularly log in to systems or read updates before clocking in?
• Are you forced to finish work tasks after your shift ends?
• Do you work more than 40 hours a week but rarely see overtime pay?
• Are your breaks often missed or interrupted?
• Have you noticed errors or unexplained deductions on your paycheck?

If you answered “yes” to any of these, it may be time to talk to an attorney.

Call Center Wage Lawsuits

Multiple class-action lawsuits have been filed across the country against call centers for unpaid wages. Some examples include:

• AT&T Call Center Workers (2020): Accused of not paying agents for pre-shift log-in time and post-shift log-out duties.
• Convergys Corporation (2017): Settled for $2 million over allegations that it failed to pay call center employees for all hours worked.
• Sitel Operating Corporation (2019): Faced legal claims for unpaid wages related to system boot-up time and post-call paperwork.

These cases show that wage theft in the call center industry is widespread, but also that workers can win when they speak up.

What You Could Be Owed

If you were underpaid, you may be entitled to:

• Unpaid wages
• Overtime compensation
• Penalties for missed meal/rest breaks (in states like CA)
• Interest on unpaid amounts
• Liquidated damages (in some cases, double your unpaid wages)
• Attorney’s fees

Don’t leave money you’ve earned on the table. You’ve done the work — now it’s time to get paid for it.

How Morgan & Morgan Can Help

At Morgan & Morgan, we believe every worker deserves fair pay for their time and effort, especially those on the front lines of customer service. If you’re a call center agent who has experienced unpaid wages, now is the time to act.

Even if you’re unsure whether your employer broke the law, it costs nothing to find out. We’ll review your case, help you understand your options, and, if we take on your claim, fight to get you every dollar you deserve.

With over $25 billion recovered for clients and a proven track record in labor and employment law, Morgan & Morgan is one of America’s largest and most trusted law firms.

Our legal team can review your paystubs and work schedule to determine if wage theft occurred and calculate what you’re owed, including back pay, interest, and penalties.

Our attorneys fight for workers in all industries, and we’ve helped thousands of employees recover lost wages from big corporations and small businesses alike.

Hiring one of our lawyers is easy, and you can get started in minutes with a free case evaluation.