NJ Bill Would Make Call Reps Give Location

Share this content:
A bill passed yesterday by a state legislative committee in New Jersey would require customer service representatives at call centers to say their name, employer and location when answering inbound calls from consumers in the state.


Representatives would have to give the information within 30 seconds of taking a call under the bill, A3529, sponsored by Assemblywoman Linda Greenstein, one of the driving forces behind the state's recently passed no-call law. The bill also would require call centers outside the United States to route the call to a U.S. facility upon request by a caller.


The Democratic-backed bill passed from the New Jersey Assembly state government committee June 5 and should enjoy support in the Democratic-controlled Assembly, but it might face opposition in the evenly divided state Senate.


The bill also applies to customer service reps responding to e-mail. In this case, reps must give their name, employer and location in the reply e-mail.


Violators would be charged $10,000 on the first offense and $20,000 on second and subsequent offenses.


New Jersey lawmakers have proven sensitive to the issue of call center jobs moving offshore in the past. In May, EFunds Corp., which has a contract to provide processing services for the state's food-stamp program, transferred a customer service operation from a call center in Bombay, India, to one in Camden, NJ, following lawmaker complaints.


Loading links....

Sign up to our newsletters

Company of the Week

Since 1985, Melissa Data has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa Data offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

DMN's Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here