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NJ Committee Backs Call Center Bill
The New Jersey Assembly State Government Committee approved a measure to better protect consumers by requiring customer call center employees to identify themselves, their location, and their actual employer. That bill is being considered by the full Assembly.
CWA Executive Vice President Larry Cohen said the bill is important for consumers, because it provides an avenue for real problem-solving. "The customer has a right to know whether they are talking to the service provider and that the problem can be solved, not passed around the system," he said.
Don Rice, CWA's legislative and political coordinator in New Jersey, told the committee that the operation of customer call centers was a major concern for consumers, in New Jersey and across the nation. Rice was joined by CWA Local 1023 President Linda Kramer and Local 1058 Executive Vice President Charlie Murphy.
In today's marketplace, nearly three-quarters of all customer interaction occurs in call centers, providing telephone and Internet-based sales and service assistance. However, consumers are increasingly vulnerable not only to exploitation, but to the frustration of not gaining the service, information or assistance they really need, Rice said.
Major employers continue to contract out customer service work, to centers in the United States and abroad, and at times, even to convicted felons in prison, Rice said. Consumers must give out personal credit and identification information without knowing who's on the other end of the line, he said.
Customers also need accurate information about the location and identity of the customer service provider to document their transactions and make sure their problems get resolved, he said.
Kramer noted that third-party contract call centers cut costs and corners by having a low-wage, high turnover workforce, which doesn't provide the same level of service as well-trained, career employees.
"Many contract employees can't or choose not to take the time to address complicated problems," Murphy said. "The customer often gets bounced around and put on hold without knowing why. If the customer knew at the beginning of the call that the person taking the call was not an AT&T employee, for example, then the customer could make the decision," he said.
CWA Executive Vice President Larry Cohen said the bill is important for consumers, because it provides an avenue for real problem-solving. "The customer has a right to know whether they are talking to the service provider and that the problem can be solved, not passed around the system," he said.
Don Rice, CWA's legislative and political coordinator in New Jersey, told the committee that the operation of customer call centers was a major concern for consumers, in New Jersey and across the nation. Rice was joined by CWA Local 1023 President Linda Kramer and Local 1058 Executive Vice President Charlie Murphy.
In today's marketplace, nearly three-quarters of all customer interaction occurs in call centers, providing telephone and Internet-based sales and service assistance. However, consumers are increasingly vulnerable not only to exploitation, but to the frustration of not gaining the service, information or assistance they really need, Rice said.
Major employers continue to contract out customer service work, to centers in the United States and abroad, and at times, even to convicted felons in prison, Rice said. Consumers must give out personal credit and identification information without knowing who's on the other end of the line, he said.
Customers also need accurate information about the location and identity of the customer service provider to document their transactions and make sure their problems get resolved, he said.
Kramer noted that third-party contract call centers cut costs and corners by having a low-wage, high turnover workforce, which doesn't provide the same level of service as well-trained, career employees.
"Many contract employees can't or choose not to take the time to address complicated problems," Murphy said. "The customer often gets bounced around and put on hold without knowing why. If the customer knew at the beginning of the call that the person taking the call was not an AT&T employee, for example, then the customer could make the decision," he said.