Letters to the Editor

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JOBS: Call center legislation is needed, timely

Letter by Jeanne Stewart, Bonney Lake on April 25, 2012 at 10:50 am with 1 Comment »
April 25, 2012 12:50 pm

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?


Leave a comment Comments → 1
  1. menopaws says:

    Oh, I just love a letter that gives me information I didn’t know about………This is the best part of being a newspaper reader……..what a wonderful bill. I agree with the writer—it establishes a list of unpleasant, unhelpful call centers and gives consumers both information and the power to boycott unresponsive companies, it puts corporations in the hot seat for choices they make……..
    I spent 3 months talking to some Ukraines over a credit owed me by ATT&T…….Boris, Nicholas, Svetlana all stalled me over a $32 refund owed………Finally, I threatened them with the FCC and got my check within 8 days……….But, hours spent on the phone, plus research to make the damn threat cost me time and money—a call center would be a real gift for consumers……..
    Fairly certain, it won’t pass…….Want to guess which party will scuttle it? It appears to be a bi-partisan effort and I hope Congress pays attention……..

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