While the implementation of new legislation is hardly new to the U.S., seldom has a law been more significant to the call center industry than the Patient Protection and Affordable Care Act (PPACA, or “Obamacare.”) To prepare for the most critical element of the legislation – insurance exchanges that will allow uninsured Americans to choose from reasonably priced health insurance policies – states that are choosing to set up their own exchanges, as well as federal interests implementing exchanges for states that aren’t directly participating, are in the process of building new call centers to take questions and effect enrollments.

Since the law – like most laws – is complex in nature, these call centers, many of which are run by a call center arm of government contractor General Dynamics (News - Alert) , have been in the works for months, hiring employees, preparing facilities and installing equipment. Many have had to rush to ensure that the call centers are up and running by October 1, the day that enrollments are to begin.

Some states, notably California, have had troubles with the implementation of the new call centers. The state’s Contra Costa County call center has had trouble with funding, and California’s San Jose Mercury News is reporting that training materials have been delayed and hiring has been slow in the state’s two other call centers in Fresno and Rancho Cordova that will support enrollments. In addition, the computer system for the centers is still incomplete.

Kathy Gallagher, employment and human services director, recently told county supervisors that delays in getting other call centers up and running will not force Contra Costa County to subsidize its center's operations from the general fund.

"My concern is to make sure this remains cost-neutral to the county," Supervisor Candace Andersen told the supervisors.

This is on top of concerns about the number of employees the Contra Costa call center will employ. Initial claims said that over 200 full-time employees would operate the call center, but later news – that only about half those jobs would be full-time with benefits – disappointed the county, which lobbied hard for the call center.

According to the Mercury News, Contra Costa county does offer health benefits for those employees as long as they work at least 50 percent of full time hours for three consecutive months. However, they contribute more toward their premiums than other workers. Some county officials have said that efforts need to be made to ensure that workers who left other jobs for the call center position are treated fairly and receive a deal similar to what they had thought they were to receive.