NJ Bill Would Make Call Reps Give Location
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.