Duke Energy employs an outsourcing company in Atlanta, GA called Convergent Outsourcing. The employees are subject to a Draconian measurement system called Acuity. This system is like a noose on an employee's neck. Employees are financially penalized when they use the bathroom (at non-designated Acuity times) as one of many examples. Their hourly wage is reduced if you speak to a customer more than 3 minutes and 15 seconds. Many customers’ inquires are not resolved due to Acuity.
An employee’s break time for an 8 or 10 hour schedule is approximately 30 minutes. They are asked to take these breaks in 15 minute increments. Employees who choose to use their full 30 minute break in two- 15 minute increments are financially penalized. Their hourly wage is reduced because they chose to take their allotted break time. It is a vicious cycle that forces a human being to be a robot. Duke Energy and Convergent Outsourcing are not interested in their customers or employees. It is all about the almighty dollar.
The employees sign documents forcing them to lie to utility customers. They have to pretend to be Duke Employees working in North Carolina or Florida when they are not employed by Duke Energy nor working in these states. I was told they are paid half the amount of a Duke Energy employee for essentially the same skill set. Ironically, Duke Energy’s call center representatives are not subjected to the Acuity system.
There is currently a class action lawsuit against Convergent Outsourcing by employees in Alabama and Georgia. Many employees were not paid for overtime and by management’s abuse and manipulation of the Acuity system they were reduced to slave wages. Duke Energy is a monopoly that reigns and abuses its power on call center representatives and their customers. The big executives and shareholders are the only ones winning in this nightmare. This is only a smidgen of the profiteering and corruption.
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Indy Week • 201 W. Main St., Suite 101, Durham, NC 27701 • phone 919-286-1972 • fax 919-286-4274
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