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A BILL TO BE ENTITLED
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AN ACT
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relating to requirements for customer service call centers. |
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BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: |
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SECTION 1. Subtitle A, Title 10, Business & Commerce Code, |
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is amended by adding Chapter 307 to read as follows: |
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CHAPTER 307. CUSTOMER SERVICE CALL CENTER REQUIREMENTS |
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Sec. 307.001. DEFINITIONS. In this chapter: |
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(1) "Automated call system" means a system at a |
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customer service call center that automates any portion of a |
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telephone call with a customer, including by use of spoken commands |
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or tactilely entered responses, that functions without the |
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participation of a customer service employee. |
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(2) "Customer" means a resident of this state who |
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receives a call from or places a call to a customer service call |
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center. |
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(3) "Customer service call center" means an entity |
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whose primary purpose includes initiating or receiving telephone |
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communications on behalf of a person for the purpose of providing |
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services or providing or receiving information in connection with |
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the provision of services. |
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(4) "Customer service employee" means an individual |
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employed by or working on behalf of a customer service call center. |
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Sec. 307.002. APPLICABILITY. This chapter applies to a |
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customer service call center that: |
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(1) initiates or receives telephone communications |
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from customers in this state; and |
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(2) uses an automated call system. |
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Sec. 307.003. CUSTOMER ABILITY TO SPEAK WITH CUSTOMER |
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SERVICE EMPLOYEE. (a) A customer service call center shall provide |
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each customer with the opportunity to communicate directly with a |
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customer service employee. |
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(b) An automated call system used by a customer service call |
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center must: |
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(1) include an easy to use option to exit the automated |
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call system at any time and communicate directly with a customer |
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service employee; and |
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(2) notify each customer of the option described by |
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Subdivision (1) at the beginning of each telephone communication. |
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Sec. 307.004. DECEPTIVE TRADE PRACTICE. A violation of |
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this chapter is a deceptive trade practice actionable under |
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Subchapter E, Chapter 17. |
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SECTION 2. This Act takes effect September 1, 2025. |