offshoring american call centers: the threat to consumers, communities and national security

7/31/2019 Offshoring American Call Centers: The Threat to Consumers, Communities and National Security

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Communications Workers of America

October 2012

OFFSHORING AMERICANCALL CENTERS:

The Threat to Consumers,Communities, and

National Security


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EXECUTIVE SUMMARY

When companies send call center jobs overseas, they

dont just frustrate consumersthey hurt our

economy as well.

Ohio Senator Sherrod Brown

In recent years, U.S. companies exported more than500,000 call center jobs to India, the Philippines,Egypt, Mexico, Honduras, and other developing na-

tions.1 Call centers are a valuable source of jobs in theUnited States, employing as many as five million Amer-icansnearly four percent of the U.S. workforce.2 Re-cent technological advances have made it easier totransfer these jobs overseas to lower-paid, less regulatedworkers, a trend that increases risks for consumers anddevastates communities nationwide.

The offshoring trend has evolved into a crisis for con-sumers, with fraud and identity theft becoming a multi-million-dollar business. For example, in one widelyreported scam, criminals used foreign call center workersto make 2.7 million calls and collect some $5.2 millionthrough threats and intimidation, alleging that innocentconsumers owed money for past loans.3

In the current economic landscape, with millions un-employed and the recovery shaky, U.S. workers and thecommunities in which they live need these call centerjobs. In response, the U.S. Congress is taking action.Both the House of Representatives and the Senate arereviewing bills to keep call centers in the United Statesand to end federal rewards and incentives for offshoring.At least seven state legislatures are moving forward onsimilar legislation.4

The Consequences of Offshoring

Federal action is essential because the consequences ofoffshoring are destructive on many levels, devastatingindividuals, communities and the nation.

Consumers financial and medical data become vul-nerable to theft and misuse by poorly regulated con-tractors overseas.

Communities that subsidized call center expansiona few years ago are devastated by the sudden loss ofjobs and revenue.

Laid-off workers and their families join the rolls ofthe unemployed and often lose their sense of inde-pendence along with their paychecks.

National security may be threatened as more finan-cial, medical, and personal data about American cor-porations and citizens falls into the hands of

contractors in less stable nations.

Despite such clear vulnerability to fraud, four largebanks Bank of America, J.P. Morgan Chase, WellsFargo, and Citigroup have recently moved call centeroperations to the Philippines, a country that lacks eventhe most basic safeguards for security, privacy, and legalaccountability.5

In addition to the threat to consumers wallets, off-shoring presents a threat to civil liberties. Once data ismoved overseas, Fourth Amendment protections from

warrantless searches disappear.Finally, given the instability of some new offshoring sites,data security must be given even more serious scrutiny.Egypt, which recently experienced an unexpected polit-ical upheaval during the Arab Spring, is rapidly be-coming one of the most popular locations for new callcenters.

Bi-partisan Support from Congress andthe Public

Legislation now pending in both the House and Senateaddresses the multiple threats posed by increased off-shoring of call centers. Both the House bill (H.R. 3596)and the Senate bill (S.3402) are designed to keep jobsin the United States and improve protections and servicefor consumers.


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U.S. CALL CENTER WORKER AND CONSUMERPROTECTION ACT H.R. 3596 AND S. 3402

This bi-partisan legislation would:

Require call center agents to reveal their locations

to U.S. consumers and transfer customers to U.S. call

centers upon request.

Prohibit companies that move call center jobs

overseas from receiving federal grants and loans.

Give preference on government contracts to

companies that keep call center jobs at home.

Voters across the political spectrum support legislationto keep call centers at home. An August 2012 survey oflikely voters nationwide found that the vast majoritystrongly support proposals to limit the offshoring of callcenter jobs. According to the survey, 90 percent supportproposals that would give customers the right to requesttransfer to a U.S.-based customer service agent. An over-whelming number of respondents support prohibitionsagainst giving federal loans (81 percent) and grants (75percent) to companies that send call center jobs overseas.Three-quarters (78 percent) rated overseas call centersnegatively, including 79 percent of Democrats, 75 per-cent of Republicans, and 78 percent of Independents.6

BREAKING DOWN THECALL CENTER THREAT

If you think about the scenario, you have the lowest-

paid contractors furthest away from the main office,

all with access to sensitive data. Its an incredibly

risky proposition.

Paul Bilden, Covelight Internet security company

M

any U.S. companies are taking advantage ofcheaper labor costs by relocating facilities tothe developing world. India is the most well-

known magnet for call centers, but last year the Philip-pines surpassed India with some 400,000 workersdevoted to answering Americans calls.7 Companies alsoare moving quickly into China, Saudi Arabia, Egypt,Mexico, and the Czech Republic, among other sites. Theresult for consumers:

Lack of security for private recordsincluding fi-nancial and medical records.

Loss of millions of dollars to fraud.

Violation of Fourth Amendment protections againstwarrantless search and seizure.

Hundreds of Thousands of SecurityBreaches

Threats to consumers private data are not new. For atleast a decade, security breaches in overseas call centershave been reported in the U.S. and European press. For-eign call center workers have peddled customers finan-cial and health information to criminals, defrauded

consumers of millions of dollars by posing as debt col-lectors, and stolen hundreds of thousands of dollars frombank customers.

The U.S. Federal Trade Commission has been investi-gating scams defrauding Americans. For example,Citibank customers in the United States lost more than$400,000 to Indian call center scams.8 British bank cus-tomers have also lost hundreds of thousands of pounds,and journalists have gained access to private bank ac-count records.9

In 2012 a call center ring based in India scammed con-sumers by impersonating workers from Microsoft andApple, gaining access to personal information by offer-ing to do security checks.10 In the Philippines and India,call center employees have been arrested for a variety ofschemes to steal consumer financial data and make offwith thousands of dollars from American Citibank andHSBC.11


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INDIA IS NOT YET A DATA SAFE NATION

Although India is more advanced than most other

developing nations in terms of technology and

security, it has yet to be approved by the EU as a

data safe nation. European companies are

increasingly wary of transferring critical business

information to Indian contractors, with good reason.

The New York State Department of Labor has

expressed similar concerns about data security

abroad, particularly for the medical and financial

industries.

Although private companies and the Indian

government downplay security risks for obviousreasons, independent security analysts find that

costs are being cut somewhere and many a time it is

security.

"We know this business is out of control," police

sources told UK journalists earlier this year. "The

simple fact is the banks are worried that their

customers will get scared and swap banks if they

learn how easily and cheaply their confidential

details are sold.

Although India has taken steps to improve its data

privacy laws, the government specifically omittedoutsourcing companies from such regulations in

2011. The Times of India reported that the

government caved in to pressure from the multi-

billion-dollar outsourcing industry.

Mazher Mahmood and Jon Ungoed-Thomas, Tuppence a fact:

the starting price for your stolen life, The Sunday Times, March 18,

2012 (http://www.thesundaytimes.co.uk/sto/news/Mazher/

article996481.ece)

Soutik Biswas, How Secure Are Indias Call Centres BBC News

June 24, 2005

(http://news.bbc.co.uk/2/hi/south_asia/4619859.stm)

Government Relents, New IT Security Rules Exempt BPOs,

The Times of India August 26, 2011

(http://articles.timesofindia.indiatimes.com/2011-08-26/

outsourcing/29931326_1_bpos-security-rules-security-practices )

Companies are understandably reluctant to report secu-rity breaches, fearing negative publicity. But one studyof the problem completed in 2005 found that 83 per-

cent of Indian outsourcing companies had experiencedinformation security breaches.12

Overseas call centers have not only defrauded companiesand stolen from consumers, theyve also used healthrecords as blackmail tools against management, stolenvaluable data from tech company databases, and at-tempted to sell trade secrets from American softwarecompanies to Indian competitors.13

The Indian government is not taking measures to ad-dress the problem. The Indian parliament passed a new

data privacy law in 2011, but outsourcing companieswere specifically exempted from the regulations.14

Lax Laws and Even More Lax Security

In foreign countries, background checks of employeesthat measure up to U.S. standards are difficult and ex-pensive, but they are clearly necessary. Up to one-fourthof all call center applicants outside the United States pro-vide false information on applications.15

For the most part, there are no central criminal databasesin developing countries, and credit rating agencies arerelatively new. Therefore, background checks are mostoften done in person, a time-consuming and invasiveprocess, costing $30 to $1,000 per employee. In theUnited States, a more thorough vetting usually costs lessthan $100 per employee.16

Investigators face several obstacles when seeking informa-tion about potential employees, including the lack of per-manent ID numbers, such as social security cards, to helptrack workers. Many police departments in developing

nations do not store or organize criminal records carefully.

More Call Centers,Less Security in the Philippines

In 2011, the Philippines surpassed India as the maindestination for offshore call centers. But the Philippines


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has evenfewerlegal protections to stop data breachesthan does India.

More than 400,000 Filipinos work in call centers forcompanies as diverse as T-Mobile, JP Morgan Chase, andExpedia. There arecurrently no regu-lations in thePhilippines gov-erning data pro-tection, although alaw is under con-sideration to makethe country com-

pliant with Organization for Economic Cooperation and

Development (OECD) standards.17

Clearly, the strict security measures followed by U.S. com-panies are simply absent in many other countries. Andonce a crime has been committed at an offshore call cen-ter, a complex variety of laws and legal systems frequentlythwart attempts to identify and prosecute the culprits.

Warrantless Surveillance:Bypassing the Fourth Amendment

Threats to data security in foreign call centers can comefrom anotherperhaps unexpectedsource. As a resultof offshoring, U.S. consumers personal and financialdata is subject to warrantless federal surveillance.

In June 2011, consumers brought a class-action lawsuitagainst American Express, charging that the companyscustomer calls are routed to foreign call centers withoutthe callers permission or knowledge. This subjects con-sumers to intrusive and warrantless investigations by thefederal government. A similar lawsuit was broughtagainst Bank of America two months later.18

The root of these breaches of citizens fourth Amend-ment protections is the transfer of financial and otherdata overseas. Once information is at a foreign call cen-ter, and as long as one individuals data is not specificallytargeted, that data legally can be collected and analyzedby U.S. federal agencies without a warrant.

Offshoring HarmsAmerican Communities

Call centers have become economic lifelines in manyAmerican communities over the past 20 years, as U.S.-based manufacturing jobs have disappeared. Local gov-ernments have committed millions in tax dollars to fundincentives to lure companies, only to watch those com-panies offshore call center jobs a few years later, leavingtheir citizens unemployed and disillusioned.

This year, T-Mobile closed seven U.S. call centers, put-ting 3,300 employees out of workafter accepting $61million in state and local subsidies.19 Instead of closingsome of its call centers in Honduras or the Philippines,

T-Mobile prefers to shutter U.S. workplaces.

Wells Fargo followed a similar routelaying off hun-dreds and moving operations to the Philippines, whileworkers in Florida, California, and Pennsylvania wereleft jobless. The banking giant, which received morethan $25 billion in federal TARP money during thedarkest days of the recession, is tripling the number ofits Filipino employees and has asked some U.S. employ-ees to train their own replacements.20

Sykes, a company that handles support and technical

calls, took millions of dollars in loans and tax breaksfrom small towns in Oregon and Florida, where it lo-cated new call centers. Just a few years later it relocatedoperations to Asia. Town leaders pleaded with the com-pany, citing enormous investments of taxpayer moneybut Sykes left anyway, and hundreds of workers lost theirjobs.21

A depressed town in a small southwest Virginia countylost 250 desperately-needed jobs when Travelocity shutdown a call center and moved to India.22

When a call center closes in a small or medium-sizecommunity, the result is a major blow to the economy.Retail businesses are shuttered when paychecks disap-pear. The devastation of so many communities duringthe continuing recession is indefensible.

THE PHILIPPINES

400,000 call center workers

No regulations governing

data protection


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Consumers and National Security

A new trend in offshoring may mean even greater risk

for American consumers money and sensitive informa-tion. Call centers are now locating in a broader varietyof developing nations with lower wagesand less stablepolitical regimes.

In the final years of the Mubarak regime, Egypt becamea major site for new call centers. Egypt actively soughtsubcontracting from India, hoping to gain a foothold inthe industry with its multilingual workforce.

Today Microsoft, Ericsson, Vodaphone, and Alcatel allhave call centers in a smart village in Egypt. Yet the

new regime is still a major unknown and lacks the sta-bility that can ensure the safety and security of sensitivefinancial and personal data.23

Quality Customer Service

Derrick, a CWA-represented call center employee in

Jacksonville, Florida, summed up the pride he takes

in a job well done. What more can you say about a

job where you get to hear thank you everyday

especially thank you for being an American.

As overseas call centers take over customer service func-tions, U.S. consumers often meet frustration, delays, androadblocks as they seek information. U.S. call center em-ployees have a better understanding of an American callerslanguage and cultural context, and typically are morehighly-trained and experienced in answering questions.

U.S. call center employees receive more training and havemore experience on the job than overseas call center work-

ers. Two-thirds (62 percent) of Indian call center employ-ees have less than one year job tenure, compared to ninepercent at U.S. based union-represented call centers.24

Some employers, recognizing that high quality serviceimproves their bottom lineare bringing offshoredwork back to the United States. AT&T, for example,transferred 5,000 DSL tech support jobs to Americanworkers, and U.S. Airways returned reservation agentsto three U.S. call centers in 2011.25

HOW H.R. 3596 andS. 3402 WILL HELP

Legislation now before both Houses of Congress(S. 3402 and H.R. 3596) takes aim at the prob-lem of offshore call centerssometimes referred

to as modern-day sweatshopsthat exploit foreignworkers, traffic in identity theft and fraud, and regularlymishandle sensitive personal data.

THE U.S. CALL CENTER WORKER AND CONSUMERPROTECTION ACT H.R. 3596 AND S.3402

Bi-partisan legislation, sponsored by RepresentativesTim Bishop (D-NY) and David McKinley (R-WV) in the

House and Senators Sherrod Brown (D-OH) and Bob

Casey (D-PA) in the Senate, would offer the following

protections:

U.S. consumers would have the right to request a

transfer to a U.S.-based service agent.

Overseas call center employees would be required

to disclose their names and precise locations to

consumers on the phone.

Create a publicly available bad actor list of U.S.companies that offshore U.S. call center jobs. These

companies would not be eligible for federal loans or

grants, and the federal government would offer

preference in civilian and defense contracts to

companies not on the list.

The Bottom Line: U.S. Taxpayer MoneyShould Not Support Offshoring Jobs

In recent years, more than a half million call center jobs

have been offshored. In these difficult economic times,the notion that the federal government is supportingcompanies that move jobs overseas makes no sense, par-ticularly when consumers, communities, and nationalsecurity all suffer as a result of offshoring.

The bills before the U.S. House and Senate now will goa long way toward stopping the flow of jobs overseas andbringing them back to American cities and towns tosupport middle-class families. I


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Endnotes

1 Data from the U.S. Bureau of Labor Statistics and American Teleservices Association, as cited by Congressman Tim Bishop (D-NY), Bishop Urges White House

Action on Call Center Insourcing, Jan. 11, 2012 ( http://timbishop.house.gov/latest-news/bishop-urges-white-house-action-on-call-center-insourcing/ )

2 American Teleservices Association, (http://www.ataconnect.org/pdfs/usmap.pdf). According to the U.S. Bureau of Labor Statistics, there are 2.5 million em-

ployees in various customer service occupations in the U.S., including customer service reps, account clerks, collections reps, reservation agents, telemar-

keters, order clerks, credit authorizers telephone operators, and switchboard clerks. Bureau of Labor Statistics, Occupational Employment Statistics, May

2011. (www.bls.gov/oes/oes_dl.htm)

3 Federal Trade Commission News, Court Halts Alleged Fake Debt Collector Calls from India, Grants FTC Request to Stop Defendants Who Posed as Law En-

forcers, April 11, 2012 (http://www.ftc.gov/opa/2012/04/broadway.shtm)

4 Legislation has been introduced in California, New York, Florida, Maryland, New Jersey, West Virginia, and Arizona. See, for example: The New York State As-

sembly text of the Save New York Call Center Jobs Act of 2012, http://assembly.state.ny.us/leg/?sh=printbill&bn=A09809&term= Metro News, Another Try

for Call Center Bill, (http://www.wvmetronews.com/index.cfm?func=displayfullstory&storyid=53484&type); Text of California Bill

http://leginfo.legislature.ca.gov/faces/billAnalysisClient.xhtml; CWA, D2-13 Legislative Team Helps Win Protections Against Offshoring, http://www.cwa-

union.org/news/entry/d2-13_legislative_team_helps_win_protections_against_offshoring_in_maryland#.UHMOaDnrBlI ; Loeb & Loeb, LLP, States Intro-

duce Bills Penalizing Overseas Call Centers, http://www.loeb.com/statebillspenalizingoverseascallcenters/

5 U.S. Banks that operate call centers in the Philippines include Bank of America, (http://www.motherjones.com/politics/2012/05/bank-of-america-outsourc-

ing-call-center-philippines); J.P. Morgan Chase (http://www.nytimes.com/2011/11/26/business/philippines-overtakes-india-as-hub-of-call-

centers.html?_r=0 ); Wells Fargo

(http://technews.tmcnet.com/call-center-outsourcing/topics/call-center-outsourcing/articles/275750-wells-fargo-expand-call-center-outsourcing-facility-

the.htm ); and Citigroup (http://usatoday30.usatoday.com/money/world/2011-01-10-callcenters10_CV_N.htm )

6 Lake Research Partners, Voters give near universal support for anti-offshoring proposals, Survey of 805 likely voters, July 26-31, 2012

(http://cwafiles.org/national/News/Misc/PollingResultsMemo81412.pdf ); Americans Support Legislation to Limit Call Center Offshoring, Contact Center So-

lutions, Aug. 16, 2012 (http://callcenterinfo.tmcnet.com/Analysis/articles/303623-cwa-says-americans-support-legislation-limit-call-center.htm)

7 Vikas Bajaj, A New Capital of Call Centers, New York Times, November 26, 2011 (http://www.nytimes.com/2011/11/26/business/philippines-overtakes-

india-as-hub-of-call-centers.html?pagewanted=all )

8 2 Indian Americans held in U.S. for defrauding hundreds of $400,000, The Indian Express, June 9, 2012, ( http://www.indianexpress.com/news/2-indian-

americans-held-in-us-for--defrauding--hundreds-of--400000/959783/ )

9 Chirtra Somayaji, HSBC Worker in India Charged for Assisting Fraud, Bloomberg News, June 28, 2006

(http://www.bloomberg.com/apps/news?pid=newsarchive&sid=anmGQS5neXDk&refer=uk ); Soutik Biswas, How Secure Are Indias Call Centres BBC

News June 24, 2005 (http://news.bbc.co.uk/2/hi/south_asia/4619859.stm)

10 Tom Bristow, Trading Standards warning over Asian call centres targeting Norfolk homes every day with computer fault scam, EDP 24, February 7, 2012

(http://www.edp24.co.uk/news/crime/trading_standards_warning_over_asian_call_centres_targeting_norfolk_homes_every_day_with_computer_fault_sca

m_1_1201408)

11 Sarith Rai, Fraud Reports Worry India Outsourcing Firms, October 4, 2006 (http://www.nytimes.com/2006/10/04/business/worldbusiness/04iht-

expose.3031987.html?_r=0 ); Sufia Tippu, Employee Fraud at HSCB BP in Bangalore, IT Wire, June 28, 2006 (http://www.itwire.com/it-industry-news/mar-

ket/4781-employee-fraud-at-hsbc-bpo-in-bangalore)

12 Pricewaterhousecoopers study referenced in India Fortifies Its Data Security, Washington Times , May 27, 2005

(http://www.washingtontimes.com/news/2005/may/27/20050527-103942-3132r/?page=all)

13 David Lazarus, Extortion Threat to Patients Records, San Francisco Chronicle April 2, 2004 (http://www.sfgate.com/news/article/Extortion-threat-to-pa-

tients-records-Clients-2771918.php ); K. V. Subramanya, HSBC Scam, The Hindu June 30, 2006

(http://www.hindu.com/2006/06/30/stories/2006063002920700.htm); Sonia Baldia, Offshoring to India: Are Your Trade Secrets and Confidential Infor-

mation Adequately Protected? Mondaq.com March 26, 2010 (http://www.mayerbrown.com/files/Publication/c4321838-f2ec-4fe5-990d-

1ea497a7398b/Presentation/PublicationAttachment/5a87579c-8d2b-469d-ad3d-bb95435fe6ff/ART_OFFSHORINGTOINDIA_0308.PDF )

14 Government Relents, New IT Security Rules Exempt BPOs, The Times of India August 26, 2011 (http://articles.timesofindia.indiatimes.com/2011-08-

26/outsourcing/29931326_1_bpos-security-rules-security-practices )

15 Zubair Ahmed, Outsourcing exposes firms to fraud, BBC News, June 16, 2005 (http://news.bbc.co.uk/2/hi/business/4094894.stm)


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The Communications Workers of America (CWA) is the union for the Information Age, representing 700,000 workers in

communications, media, airlines, manufacturing and public service.

CWA is the Customer Service Union, representing 150,000 customer service workers employed at call centers in

telecommunications, airline passenger services, the public sector, and the news media. CWA customer service members

help customers with technology support, information requests, billing and service inquiries, and sales assistance.

16 Karen Schwartz, The Background-Check Challenge, Information Week, July 18, 2005 (http://www.informationweek.com/the-background-check-

challenge/165702657?pgno=1 )

17 Vikas Bajaj, A New Capital of Call Centers, New York Times, November 26, 2011 ( http://www.nytimes.com/2011/11/26/business/philippines-overtakes-

india-as-hub-of-call-centers.html?_r=1 )

18 Zoe Tillman, Bank of America sued for outsourcing customer calls overseas, National Law Journal, August 4, 2011

(http://bghllp.com/yahoo_site_admin/assets/docs/2011BoASuitPrint1PagebyPage.263175511.pdf)

19 Nat Levy, Protesters decry T-Mobiles decision to close call centers, Bellevue Reporter, April 6, 2012

(http://www.bellevuereporter.com/news/147682735.html?mobile=true ) ; Good Jobs First, Money on the Line report September 2011, (http://www.goodjob-

sfirst.org/sites/default/files/docs/pdf/tmobile_sep2011.pdf )

20 Wells Fargo sets up BPO in PH, Asian Journal, March 14, 2012 (http://www.asianjournal.com/dateline-philippines/headlines/15162-wells-fargo-sets-up-

bpo-in-ph.html); Mary Ann Milbourn, Wells Fargo Bank laying off 315 in O.C., Orange County Register March 20, 2012

(http://economy.blog.ocregister.com/2012/03/20/wells-fargo-bank-laying-off-315-in-o-c/106102/ ); Alex Ferreras, Wells Fargo to Shed 300 Jobs, Close

Lake Mary Call Center, as it Trims 4% of its Florida Work force, Loansafe.org, September 22, 2011 (http://www.loansafe.org/wells-fargo-to-shed-300-jobs-

close-lake-mary-call-center-as-it-trims-4-of-its-florida-work-force ); Lynn Olanoff, Wells Fargo Cutting Jobs in Bethlehem, Moving Jobs from Allentown, Lehigh

Valley Live, March 4, 2011 (http://www.lehighvalleylive.com/bethlehem/index.ssf/2011/03/wells_fargo_cutting_jobs_in_be.html )Karl Rusnak, Taxpayer

Dollars Funding Foreign Worker Training, Economy in Crisis, April 20, 2012 ( http://economyincrisis.org/content/american-taxpayer-dollars-are-funding-for-

eign-worker-training )

21 Scott Barancik, Small Towns Lose After Gambling on Sykes Jobs, St. Petersburg Times, March 27, 2004, ( http://www.sptimes.com/2004/03/27/Busi-

ness/Small_towns_lose_afte.shtml); Scott Barancik, Call Center to Close Soon, St. Petersburg Times July 10, 2004

http://www.sptimes.com/2004/07/10/news_pf/Business/Call_center_to_close_.shtml

22 David Streitfeld, A Towns Future is Leaving the Country, Los Angeles Times, March 28, 2004 (http://articles.latimes.com/2004/mar/28/business/fi-out-

source28)

23 The Next Outsourcing Hot-Spot, Oxford Business Group, August 8, 2007 http://www.oxfordbusinessgroup.com/economic_updates/next-outsourcing-hot-spot

24 Rosemary Batt, Virginia Doellgast, and Hyunji Kwon, The U.S. Call Center Report 2004 National Benchmarking Report Strategy, HR Practices & Performance"

2005 (http://works.bepress.com/rosemary_batt/3); David Holman, Rosemary Batt, and Ursula Holtgrewe. "The Global Call Center Report: International Per-

spectives on Management and Employment" 2007 (http://works.bepress.com/rosemary_batt/18).

25 CWA Contract Returns 400 Outsourced U.S. Airways Call Center Jobs, (http://www.cwa-

union.org/news/entry/cwa_contract_returns_400_outsourced_us_airways_call_center_jobs#.UHQlMznrBlI ); Groundbreaking Pact Brings Back AT&T Jobs,

(http://www.cwa-union.org/news/entry/groundbreaking_pact_brings_back_att_jobs)

Communications Workers of America

October 2012

offshoring american call centers: the threat to consumers, communities and national security

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