Question / Comment of ndiet03 via email:
“Are you allowed to say where you’re located?”
Call Center agents know that this is one of the rules that they need to follow whenever they take calls.
I am referring to H.R. 1776, the Call Center Consumer’s Right to Know Act. This Act requires all call center agents to disclose the physical location of their call center to their customers only during the call. This information should be shared to the customers because they have the right to know if they’re dealing with a call center overseas.
When I was an agent, I usually mention first the physical location of the headquarters then the call center itself. That’s one of the spiels which makes us compliant on that part of giving information to the customers.
So the next time that you talk to a call center agent, you already know one of your rights as a customer. You can ask that question to them during the call and share your experiences here.
If you have questions about call center matters, you can send an email to: callcentergal@yahoo.com and I’ll be more than happy to answer your questions here on Call Center Gal blog. You will also receive an email confirmation with the link to the post as soon as this question has been featured on this blog.
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That is very good information to know. I will be prepared next time I have to get on the phone with a company.