Carolina Figueroa works at a T-Mobile call center in Albuquerque, N.M., in the bilingual retention section, trying to talk Spanish-speaking customers out of canceling their accounts. She likes her job, and the pay is decent — $18.50 an hour after eight years working there, plus health coverage, which covers the bills for her and her young daughter.
There’s only one problem: the employee handbook, which covers some 40,000 employees across the country. As long as she’s worked there, workers at the call center have been discouraged from discussing wages and working conditions, through provisions that bar things like disclosure of employee information, making disparaging statements about the company and pursuing wage complaints through anyone other than human resources. Employees can be disciplined or fired for violating any of the rules.
“Right now we’re silent — not understanding that we could if we were altogether, we could make things different,” said Figueroa, 28, back in December. “What if someone worked longer and is paid less than me? We’re not allowed to talk about that.”