By industry · 4 min read
Electronic working-time record for contact centers
Short answer
A contact center can comply with the electronic working-time record by combining a QR code on the premises with location-based recording for those who work outside. The law asks for recording each person's start and end times; it does not ask for a wall-mounted time clock.
How work is done at a contact center
A contact center employs agents, supervisors, quality staff and trainers, with staggered shifts, night shifts and partly from home. That brings three challenges for measuring working time:
- Shifts are staggered every half hour.
- There are agents at home and on site.
- Turnover is high.
What the law asks of contact centers
Since the 2026 reform, the Federal Labor Law requires recording electronically the start and end time of each worker's workday (article 132, section XXXIV). Failing to do so is fined 250 to 5,000 UMA. The STPS will define who it applies to and what exceptions there will be. The details are in the reform guide.
Night shifts. A night shift lasts 7 hours at most, one less than a day shift. It helps if the record separates night hours from day hours.
Staff turnover. Each new person must clock in from their first day. With an app, registering them takes minutes.
Work from home. Someone who works remotely also has working hours. The law does not exclude them from the record.
How to record working time at a contact center
- Register the location, your team and their shifts.
- Those who work on site scan the QR code.
- Those who work offsite clock in from their phone, with the location confirmed at that moment.
- They all appear in the same report, with the place or mode of each record.
Example. The agent at home records from their phone; the one on site scans the code. Both appear in the same report.
Types of shift
| Shift | Schedule | Daily maximum |
|---|---|---|
| Day | Between 6:00 am and 8:00 pm | 8 hours |
| Night | Between 8:00 pm and 6:00 am | 7 hours |
| Mixed | Both day and night, with less than 3 and a half night hours | 7 and a half hours |
Articles 60 and 61 of the LFT.
Common mistakes at a contact center
- Keeping attendance from memory or in a notebook.
- Recording the clock-in and forgetting the clock-out.
- Not separating night hours, which have a lower daily maximum.
- Leaving new people without a record during their first days.
- Assuming that someone who works from home has no working hours.
What to check every day and every week
Every day.
- Who did not record their clock-in or clock-out.
- Shifts that went over their daily maximum.
- Departures later than planned.
Every week.
- Each person's overtime against the weekly cap.
- Days when someone came close to 12 hours.
- Rest days that were actually taken.
How much an overtime hour costs: example in pesos
Suppose a daily wage of $600 on a day shift. The ordinary hourly rate is $75. One overtime hour at double time costs $150 and one at triple time, $225. If a person works 9 overtime hours in a week in 2027, that is $1,350 extra.
It is an example to show the calculation, not a reference wage for the sector.
What changes every year, from 2026 to 2030
| Year | Maximum working hours | Double-time overtime | Triple-time overtime |
|---|---|---|---|
| 2026 | 48 h | 9 h | 4 h |
| 2027 | 46 h | 9 h | 4 h |
| 2028 | 44 h | 10 h | 4 h |
| 2029 | 42 h | 11 h | 4 h |
| 2030 | 40 h | 12 h | 4 h |
Decree published in the Official Gazette of the Federation on May 1, 2026, second and fourth transitory provisions, and article 68 of the LFT. Each change applies from January 1.
Related terms
What is attendance control. Attendance control is any means of knowing who came to work and at what time.
Day shift: schedule and maximum length. The day shift is the one worked between 6:00 a.m. and 8:00 p.m.
What is NOM-035. NOM-035 is the STPS standard that requires identifying and preventing psychosocial risk factors at work, such as excessive workloads and long workdays.
Frequently asked questions
Does a contact center need to buy a time clock?
No. The law requires an electronic record of working time, not a device. An app on a phone complies.
What options are there for recording working time?
An app on each person's phone, a shared tablet or a clock connected to a system. All three comply if they generate an electronic record per person, with a start and an end time.
How are shifts that cross midnight recorded?
Clock-in and clock-out are saved with their actual date and time, and the hours are added up even if the day changes.
How long does it take to register someone new?
Minutes. They can clock in from their first day.
Does this replace the advice of a lawyer?
No. It is general information. For decisions about your company, consult a labor lawyer.
Legal basis and sources
- Electronic working-time record: article 132, section XXXIV, of the LFT and fifth transitory provision of the decree.
- Overtime: articles 66 and 68 of the LFT and fourth transitory provision of the decree.
- Working hours: articles 58 to 64 of the LFT and second transitory provision of the decree.
- Decree amending the Federal Labor Law on the reduction of the working week. Official Gazette of the Federation, May 1, 2026.
- Federal Labor Law, current text. Chamber of Deputies.
How we write this content. The Sicheca team writes it from the official text of the law. When something is not yet defined by the authority, we say so. It is general information and does not replace the advice of a lawyer or an accountant.