The complex transition to in-house customer service has divided the Equal Employment Opportunity Commission board and raised concerns about service quality at a time when the agency is already under fire in a Supreme Court case. The four-member commission board voted unanimously last month to hire 38 temporary employees and extend the contract on its interactive voice-recognition answering system for three months, which will cost about $250,000. The temporary employees will help the EEOC's field offices handle some 65,000 calls each month. Whether the EEOC loses public confidence during the upcoming transition will hinge initially on the performance of the temporary employees.
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"TENSIONS FLARE ON EEOC BOARD AMID TRANSITION"Please download to view full document