By Palesa Matlala
- A mother of three says she works two call centre jobs, sleeps only four hours a day and has never received a permanent contract in 20 years.
- Her story comes as questions grow over the death of a Cartrack employee who reportedly died after becoming ill at work.
For 20 years, Lerato has answered phone calls for some of South Africa’s biggest companies.
But at 52 years old, the mother of three says she has never received a permanent contract, medical aid, paid benefits or job security.
Instead, she survives on commission and fear.
Fear of getting sick. Fear of taking leave. And fear of losing her job.
Lerato, who has worked for 11 call centre companies in Randburg, says many agents work under conditions that push them to breaking point.
“If I don’t work, my children don’t eat. It’s as simple as that,” she told Scrolla.Africa.
The call centre veteran said workers are often treated like machines.
“We are told to leave our phones in lockers. If there is an emergency at home, you only find out when your shift ends.”
One day, her son became so sick that he was admitted to hospital. But Lerato only found out at 7pm when she finished work.
“My child was in the hospital and I didn’t know. That broke me. What kind of job keeps a mother from knowing her child is sick?”
Without financial support from the father of her children, she says she has no choice but to keep working.
According to Lerato, many agents are denied family responsibility leave because they are not employed on permanent contracts.
“When there is a family emergency, I have to send my oldest child because I cannot leave work.”
She says incentives are rare.
“They won’t give you money for good performance. Sometimes they buy workers alcohol instead.”
Lerato has been diagnosed with bronchopneumonia but still reports for duty every day.
To survive, she works two jobs. She starts one shift during the day and another at night.
“I knock off at 3am, sleep for four hours and then start all over again.”
“I am exhausted all the time, but what choice do I have?”
Her story comes as public anger grows over the death of 29-year-old Gcina Dhladhla at Cartrack’s Rosebank offices.
Dhladhla reportedly informed her supervisor that she was not feeling well before collapsing at work.
The African National Congress Youth League claims she was instructed to continue working despite feeling ill.
“It is alleged that after becoming visibly ill while on duty, the employee was told to take a few minutes to recover in the bathroom, where she later collapsed and died,” said regional spokesperson Oscar Kanyane.
The league has called for a full investigation into the incident and plans to protest outside Cartrack’s offices.
“The exploitation of workers must stop. No employee should be forced to choose between their health and their salary,” said Kanyane.
The family of Dhladhla says she had previously raised concerns about working conditions at the company.
Cartrack has denied allegations that she was prevented from leaving work after reporting that she was ill.
For Lerato, the tragedy highlights a reality many call centre workers face every day.
“We go to work sick because we are scared. We are not treated like people. We are treated like numbers.”
“And one day that fear is going to cost someone their life.”
*Name has been changed for protection.
Pictured above: Call centre agent.
Image source: Pexels
