Many have complained that it’s hard understand the answers given by the heavily accented "Sue" or "Bill," which seems to be every person’s name at the India call centers.
Department of Children and Families Secretary George Sheldon said Friday he has assurances from JPMorgan Chase & Co., which contracts with the state, that calls now going to India are being rerouted to the United States.
"I gather that technologically this is a bigger deal than just flipping a switch. I don't know how long this will take, but the process has begun," Sheldon said.
Lawmakers responded quickly after learning earlier this week calls from food stamp recipients calls were going to India.
JPMorgan handles a range of services for the Electronic Benefit Transfer program, including customer service and
administration of the so-called EBT card.
The company uses two call centers in the United States to handle questions for card holders, but uses two call centers in India to handle overflow calls.
Copyright AP - Associated Press