We are CWA Local 3607 in Greensboro, NC.
Located at 129 Industrial Ave., Greensboro, NC 27406.
Contact us at 336.230.1211
Call Center Legislative Update
CWA’s nationwide fight to protect call center jobs continues with several states taking action to pass legislation that would help keep jobs in the U.S.
Lawmakers from the Ohio House of Representatives held a hearing this week on state legislation that would stand up against the offshoring of call center jobs from Ohio.
Introduced in both houses of the state legislature, HB 245 would help revitalize the Ohio call center and customer service industry. The legislation would create a list of Ohio companies that offshore call center and customer service jobs to overseas locations and would deny these companies access to taxpayer dollars in any form. The bill also would require that all customer service and call center work done on behalf of the state of Ohio is done within the state.
The New York version of the call center legislation, sponsored by New York Assemblywoman Linda B. Rosenthal, passed in the New York State Assembly by 101 to 14 votes. The legislation will be taken up by the State Senate next.
How AT&T’s Outsourcing Compromises Customer Service and Job Quality
Frustrated that AT&T has failed to come to the table with serious proposals that protect good jobs, wireless retail workers – members of CWA – are taking their concerns about the telecom giant’s expanding web of third-party dealer stores, known as authorized retailers, directly to customers. Workers launched a new website – ATTConsumerAlert.org – that provides tips to help customers spot these dealer stores and their Wells Fargo-style quota systems that may create service headaches for millions of people.
A new report released by CWA provides an in-depth look at the company’s vast network of more than 3,360 stores that operate under the guise of AT&T’s logo but are actually owned by third parties that run a low-cost business model that brings risks of not only worker exploitation, but also customer harm. Over the past few years, AT&T has increasingly handed over the operations of its retail operations to these third-party dealers—they now represent over 60% of all AT&T branded stores.
“Because AT&T’s authorized retailers push a ‘quantity over quality’ mentality, in my experience authorized retail employees simply don’t have the resources to provide the trustworthy and reliable customer service customers expect,” said John Morrison, an AT&T retail worker in Florida. “There is a never-ending stream of AT&T customers coming into my store with complaints from dealers. What’s the result: my co-workers and I lose out on our own pay to clean up the mess and our customers get the runaround—all while AT&T brings in billions in profits.”
The Consumerist published a piece highlighting the issues with AT&T’s network of third-party dealers:
“AT&T’s third party dealer stores look like full-fledged AT&T outlets, but they are often skeleton operations with smaller staffs and less ability to meet customer needs,” reads a newly released report [PDF] from the union. “It appears that the companies running these stores are not looking to burnish the brand – after all, they depend on AT&T to provide a quality network and compelling marketing – rather they seem to be seeking to maximize sales with minimum expenses.”
The CWA maintains that third-party owned locations provide a degraded customer service experience, and their report contains a long list of alleged issues that they claim stem from a sales-focused culture, lower pay, and aggressive commission structure offered by third-party dealers. The union is pushing for AT&T to commit to a specific ratio of corporate-owned to authorized retailers — a concession that would place a check on the growth of the third-party operations.
Made in the USA…
Did you know that for every $1 spent on American made goods, an additional $1.32 is invested in the U.S. economy?
Buying union-made in the U.S.A. is an easy choice, but it does take extra time to check the label. Take the pledge this holiday season to take the extra effort.
Because having each other’s back, especially around the holidays, is what being a union member is all about.
Click through to sign the pledge, and we’ll send you exclusive union-made lists to help you buy union-made. Plus, five union members will be randomly selected to receive a $75 gift card to a unionized grocery store in their area.