Privacy Digest

Bill may require call center employees to disclose location: "'Hello, my name is John, and I'm speaking to you from Bangalore, India, today. How can I help you?' That's a phrase that we may start hearing when we make calls to customer service centers, if a recently-proposed bill by House Representative Jason Altmire (D-PA) goes into effect. The bill, HR 1776, is titled 'Call Center Consumers Right to Know Act' and would require call center employees to state their physical location when a customer calls in.

As the title indicates, the bill is designed to make customers aware of the widespread nature of call-center outsourcing. Once discovering that a large majority of their calls are being redirected overseas, customers would theoretically be more willing to take action and let companies know how they feel about the hot issue of call center outsourcing that is often blamed for a portion of lost jobs in the US."