With the global marketplace continuing to expand, and the propensity for corporations to utilize call centers as the nucleus of their operations, it is high time Congress enacted legislation to protect both workers from the race to the bottom and consumers from the risk of identity fraud and the frustration of substandard service.
Congressmen Tim Bishop, D-N.Y., and David McKinley, R-W.Va., recently introduced a bill whose time has come. H.R. 3596, the U.S. Call Center Worker and Consumer Protection Act, solves a myriad of problems associated with the explosion of off-shored call centers and U.S. workers and consumers. If passed, it will:
• Create a “bad actor” scorecard that requires a publicly available list of all employers who relocate a call center overseas.
• Mandates full disclosure of call center locations to consumers.
• Requires transfer rights upon customer request, so that a consumer could ask to be transferred to a call center agent who is physically located in the U.S.
We need to keep people employed in the United States before we send our jobs overseas. After all, isn’t that the epitome of patriotism?