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COVID-19

It can be stressful to be a customer-service rep right now

by Kristin Schwab
May 1, 2020
They're dealing with high call volumes, difficult questions and chatty customers.
A worker at a call center. Many companies are trying to satisfy customer demand with online solutions.
Geoff Robins/AFP via Getty Images
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Tracking the “King of Robocalls”

by Kai Ryssdal and Bennett Purser
Apr 2, 2019
A Wired reporter tells about the man responsible for nearly 100 million automated calls.
Kenzo Tribouillard/AFP/Getty Images
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Tight budgets strain 911 call centers

by Sarah Whites-Koditschek
Sep 26, 2018
Fees from phone bills only cover about three-quarters of the costs to operate the nation's call centers; states and cities scramble to cover the rest.
Marilyn Scott retired as a police officer and became a call taker. She says it’s a stressful job.
Sarah Whites-Koditschek/Marketplace
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Cellphone giants are sued for discounting 911 calls

by Sally Herships
Aug 10, 2016
A lawsuit claims cellphone discounts have left 911 call centers out of pocket.
AT&T says that the 911 call-related claims about the company are "baseless."
Justin Sullivan/Getty Images
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