The job of the workers at medical call centers is to field questions people have about their eligibility for medicare and what candidates can expect from the Affordable Care Act. The conversations require a combination of technical expertise and the ability to do emotional work on the phone. Each conversation is about 30 minutes long and workers are expected to field 15-20 calls a day. They are organizing to curb verbal abuse from callers and more break time along with other demands. Verbal abuse includes comments such as “You sound like you are Southern.” “I don’t want a Black person. I want an American voice. I don’t want no Indian.”
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