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Mike Wallace

Mike Wallace – Vice President, Government Affairs

Legislation that would penalize employers for not maintaining staffing levels capable of handling no less than 65 percent of customer volume when measured against the previous six month average volume of those operations is moving through the Legislature.

The legislation would impact employers with 50 or more workers or 50 or more workers that in the aggregate work at least 1,500 hours per week for the purpose of staffing a call center.

Under the bill, a call center means a facility or other operation where workers receive telephone calls or emails or other electronic communication for the purpose of providing customer assistance or other service.

The provision requiring businesses to maintain staffing levels capable of handling no less than 65 percent of customer volume would be challenging if not impossible to comply with for many employers and cause them to change the way they currently operate.

NJBIA will be working with stakeholders and sponsors on amendments. For more information please contact Mike Wallace at MWallace@njbia.org.

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