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Federal Call Center 'Right to Know' Bill Joins State-by-State Efforts
A federal bill to give consumers the right to know where service representatives at call centers are located - in the United States or overseas - has been introduced by Sen. John Kerry (D-Mass.).
The bill is an effort to slow the steady flow of American call center jobs to India and other countries, including Brazil, Ireland and the Czech Republic.
"U.S. corporations have no shame about draping themselves in red-white-and-blue and advertising as at the same time they're quietly sending our family-wage jobs overseas," CWA Executive Vice President Larry Cohen said. "Right-to-know legislation is critical to ensure that Americans know where their jobs are going and which companies are responsible."
Dubbed the Call Center Consumer's Right to Know Act, the bill would require representatives at U.S. corporations' call centers to disclose their location to callers. "My legislation will help American consumers make informed choices about the goods and services they purchase," Kerry said. "Consumers should have the right to know where they are calling, and those that prefer to use American companies should have the right to do so."
According to research, an estimated 3.3 American service-industry jobs will be moved abroad over the next 15 years, representing 2 percent of the country's workforce and $136 billion in wages.
Consumers deal with call center representatives whenever they use the telephone or Internet to buy goods and services, inquire about transactions and bills or get technical support.
Companies that run call centers in other countries have gone so far as to teach workers about American sports and television so they can make small talk about baseball or "Friends," for instance, in an effort to appear American.
CWA has been pushing for call center legislation at the state level across the country. In New Jersey, the Assembly State Government committee has passed a right-to-know bill, but it hasn't yet come up for a vote by the full Assembly.
Similar legislation has been passed in North Carolina's Senate and is pending House action in 2004. In Hawaii, a resolution encouraging companies to provide the information was passed earlier this year and in Arizona, CWA is working with the state's Corporation Commission on call center regulations to protect consumers.
Kerry's legislation aims to protect an estimated 6 million workers at 50,000 call centers still in the United States. "As companies move operations abroad, many of these jobs are needlessly threatened at a time when we seek economic growth and job creation," he said.
In addition to urging companies to save American jobs, the call center legislation is an effort to protect consumers from the growing problem of identity theft.
The bill is an effort to slow the steady flow of American call center jobs to India and other countries, including Brazil, Ireland and the Czech Republic.
"U.S. corporations have no shame about draping themselves in red-white-and-blue and advertising as at the same time they're quietly sending our family-wage jobs overseas," CWA Executive Vice President Larry Cohen said. "Right-to-know legislation is critical to ensure that Americans know where their jobs are going and which companies are responsible."
Dubbed the Call Center Consumer's Right to Know Act, the bill would require representatives at U.S. corporations' call centers to disclose their location to callers. "My legislation will help American consumers make informed choices about the goods and services they purchase," Kerry said. "Consumers should have the right to know where they are calling, and those that prefer to use American companies should have the right to do so."
According to research, an estimated 3.3 American service-industry jobs will be moved abroad over the next 15 years, representing 2 percent of the country's workforce and $136 billion in wages.
Consumers deal with call center representatives whenever they use the telephone or Internet to buy goods and services, inquire about transactions and bills or get technical support.
Companies that run call centers in other countries have gone so far as to teach workers about American sports and television so they can make small talk about baseball or "Friends," for instance, in an effort to appear American.
CWA has been pushing for call center legislation at the state level across the country. In New Jersey, the Assembly State Government committee has passed a right-to-know bill, but it hasn't yet come up for a vote by the full Assembly.
Similar legislation has been passed in North Carolina's Senate and is pending House action in 2004. In Hawaii, a resolution encouraging companies to provide the information was passed earlier this year and in Arizona, CWA is working with the state's Corporation Commission on call center regulations to protect consumers.
Kerry's legislation aims to protect an estimated 6 million workers at 50,000 call centers still in the United States. "As companies move operations abroad, many of these jobs are needlessly threatened at a time when we seek economic growth and job creation," he said.
In addition to urging companies to save American jobs, the call center legislation is an effort to protect consumers from the growing problem of identity theft.