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Ethics in Management

Henry Pak is a call center agent at Convergys handling technical support cases in its Comcast department. Convergys is a global company, which mainly sells software (ICOMS), and operates an outsourcing arm. Comcast, meanwhile, is the largest cable & Internet provider in the United States. Comcast has outsourced almost all of its call center work to Convergys. Henry is a working student, studying Business Administration at University of Winnipeg.

When he was first assigned to the evening shift after a routine schedule rotation, Henry realized that call volumes after 8 p. m. is very low. At this time, there will only be around 1 or 2 calls per hour, which makes way for the possibility of agents getting paid while doing nothing. Many agents like to have this free time so much, because they can surf on the web, send text messages, or talk on their mobile phones, but all these actions are prohibited within the Convergys production area.

And also because the I. T.department have blocked the access to all the restricted Web sites that falls under the category of games, forum, sex among others. Even when Web sites are not blocked, anything that is not business-related are not supposed to

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be used or accessed. But, banning Web sites that are used by computer technical support staff is rather difficult. In no time, the staff has found ways to access restricted sites by using proxy server connections. The I. T. guys have software to detect such an act, so these proxy server connections are soon found out and then blocked.

But there is one proxy server that is in use for a very long time and it seems that everybody knows about this proxy server. It has never been blocked. The staff speculates that the reason why it was not restricted was that one of the managers was using that server. While Henry always tries to follow the rules, he is also a student who can use the free time on his school work. The company allows employees to do their school work during downtimes. But because of the blocked servers, it is difficult to complete an assignment or do research.

There are lots of restricted Web sites, and for those that are not restricted, certain elements are block, like picture files. Another obstacle is that employees are not allowed to save anything from their computers, so when Henry does his assignments, he would have to send it to his personal e-mail box, which is also not allowed. The situation is making it more difficult for Henry to do his school work during company time even if it is allowed. Henry starts to think of using the proxy server connections to be able to do his school work with ease.

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