EEOC VOTES TO REPLACE OUTSOURCED NATIONAL CALL CENTER WITH FEDERAL EMPLOYEES

by Patricia A. Schaeffer, Vice President-Regulatory Affairs

The EEOC voted August 10, 2007 to replace its National Contact Center (NCC) pilot with an in-house phone system using federal employees.

The NCC contract expires September 20, and Congressional appropriators had proposed to eliminate funding for its continuation in the Commission’s FY 2008 budget.

EEOC will hire a consultant to guide planning to ensure an effective transition to a decentralized model utilizing each of the agency’s 15 districts. EEOC will seek a three-month extension of the current contract with the outside provider to provide for a smooth transition.

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