Computer glitch robs Telstra staff of bonuses

Performance monitoring system dolls-out cash at random.

Telstra will reimburse 1000 call centre staff who were denied pay incentives because of a glitch in the telcos' performance monitoring system.

High performing call centre staff have had bonuses withdrawn due to a nine-month old fault which misdirected inbound calls and over-reported unproductive time.

The Community and Public Sector Union (PSUN) initially believed pay cuts of up to 30 per cent were being dealt to staff as a result of the fault.

However, Telstra refuted the claim and said the error affected its financial incentive scheme and incorrectly withdrew and awarded bonuses to call centre staff.

Telstra spokesman Peter Taylor said it will begin reimbursing affected inbound sales staff from next week.

"This issue was caused by a call tracking error impacting some call centre staff that have either been overpaid or underpaid as a result," Taylor said.

"Telstra has been keeping employees informed of the situation throughout the review process since we first noticed these inconsistencies late last year.

"Telstra will also add an interest payment to any money owed to employees [and] we have no intention of recovering the money from employees who may have been overpaid." Telstra will fork out about $27 for each week for 1000 employees.

A fix for the tracking error will be implemented next week.

The PSUN's national secretary, Stephen Jones, said the fault meant staff across 13 call centres were incorrectly penalized since June last year.

"Telstra's failure to fix this technical problem means call centre staff are being put under enormous financial pressure. Some have defaulted on their mortgages," Jones said.

"The highest performing staff are being put on notice because the system says their work rate is not up to scratch."

Taylor said the PSUN was "severely exaggerating" the fault and said baseline pays have not been affected.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Darren Pauli

Computerworld
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?