Interview with Chad Richter of the American Teleservices Associations

Chad Richter, Partner of Jackson Lewis LLP, knows the host of issues his call center clients have with social media. Richter’s phone is ringing off the hook. Richter joined Customer Management IQ’s Blake Landau to discuss how call centers can deal with some of the challenges and opportunities brought by social in the call center. Richter sees an increase in discrimination, harassment claims, disability issues, family and medical leave act issues. If you have policy or practice that aren’t compliant with federal or state law in a call center, where all of the call center employees are performing the same type of work, it is easy to misclassify the call center representatives as exempt vs. non-exempt. This breeds class action law suits. Richter is also familiar with wage and labor issues, as is prevalent in the call center industry and beyond. Call center management comes with its own challenges and opportunities. In this podcast Richter talks about recent developments in labor and employment law specific to the industry. He sheds light on trends he has seen as well as call center problem areas. Richter guides us through some preventative strategies including training programs and practices to reduce exposure to liability.