AB 1381: Call Centers

On February 17, 2023, Assembly Bill 1381 by Assemblywoman Akilah Weber (D-San Diego) was introduced to provide certain employment protections for workers in call centers. AB 1381 would add Labor Code Section 1412.1. 

AB 1381 would require each state agency that enters into a contract with a private entity specifically for call center services for public or customer service must ensure that, no later than January 1, 2026, at least 90% of the call center work is conducted in California. This requirement does not apply to contracts entered into before January 1, 2025, and does not apply to contracts for programs or other services that are not call centers.

However, if a disaster occurs, a private entity that has contracted with the state for call center services may utilize a call center facility outside of the state until the call center’s facility within the state is operational, subject to agreement by the state agency.

In addition, a private entity that has contracted with the state for call center services may utilize a call center facility outside of the state for overflow for a period not to exceed 48 hours, or for a period previously approved by the state agency for that contract, to accommodate seasonal needs and avoid unreasonable, short-term costs for the state.