Maybe its because this reporter has never actually worked in a call center, but its fascinating to see the actual script to be used by agents of the controversial new Equal Employment Opportunity Call Center.

The Equal Employment Opportunity Commission has launched its contractor-operated National Contact Center to help respond to the more than 1 million unsolicited calls the workplace rights enforcement agency receives each year, according to EEOC officials.

EEOC officials say the new service will offer more effective service to the public and new efficiencies will make it possible for EEOC staff to investigate, mediate and litigate job discrimination charges.

For example, if the topic is How do I find out about the status of my charge? against an employer for EEOC violations, the telemarketer script reads:

Discussion: You can find out the status of your charge by calling the EEOC field office where your charge is filed. May I transfer you to that office?

• Do you know where you filed your charge? If you dont, I can help you figure out where it is.
• If you give me your name or charge number, I will look it up for you.
  -or-
• Do you remember which city or state you filed your charge in?
• Have you received any correspondence from us? Which of our offices did it come from?
• Where is the employer located?

Maybe its just me, but I find this kind of thing interesting in a slightly voyeuristic way, like reading the instruction manual for a product Ill never own or use. Or maybe I just need to adjust the Ritalin dosage.

Another favorite, the topic being Call center closing after unsuccessful completion of e-assessment tool, used to provide a closing for callers whose answers to the electronic charge assessment tool have ended the session.

Discussion: Based on what you have told me, it sounds like we are not the best agency to help you. (Give reason(s) below)

• We only investigate discrimination that happens at work or when you are applying for a job.
• We only investigate discrimination because of a persons race, color, sex, national origin, religion, age (40 or older), disability or retaliation.
• We only investigate employers that have 15 or more employees (20 or more in age discrimination cases).
• We only investigate labor unions that either operate a hiring hall or have at least 15 members (25 in age discrimination cases).
• We only accept charges of age discrimination from people who were 40 years old or older at the time the discrimination occurred.
• We only accept charges that are filed within 180/300 days of the day the discrimination happened. Based on what you have just told me, it sounds like your time has run out or is about to run out. What I would like to do is refer you one of our field offices so we can figure out if you still have time to file a charge.
• Would you like me to see if there is another agency that can help you with your problem?

(If yes, refer to appropriate agency and then continue with this section of the script.) (If no, continue with this section of the script.)

Fascinating.