Call Center Workers File Charges Over Company Retaliation

Earlier this week, CWA filed charges with the National Labor Relations Board against Concentrix Corp., a multinational call center outsourcing firm, for illegally firing two workers who spoke out about their working conditions.

The workers were quoted in an article about the impact of AI monitoring on their work and the increased potential for abuse by customers who mistake human call center workers for AI.

On the day the article was published, management at Concentrix placed both workers on administrative leave and, shortly thereafter, terminated their employment, despite the fact that the National Labor Relations Act protects the right of workers to speak to the media about their working conditions.

“Jessica and Seth bravely told the truth about what it’s like to work for Concentrix—and I believe they were fired for it,” said CWA Organizing Coordinator Christina Ronk. “That’s not just wrong: it’s illegal. Their experiences shared in the Bloomberg article shine a light on a growing crisis in call centers: workers are being treated like machines, monitored like machines, and now—thanks to rigid scripts and AI integration—mistaken for machines by customers.”

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This post originally appeared on cwa-union.org.