AT&T “Security” Explained

Uncovering What AT&T Tries to Cover Up


ATTREThinkYesterday’s blog comment that AT&T offshore/outsourced call centers will not disclose their locations for “security reasons” worried a few readers. Would that security matter mean more TSA delays at airports and rail stations?


Nope: The AT&T concern is about its image security, not our national security.  A consumer call to any of AT&T’s several toll-free numbers has a 50% chance of being answered at an outsource/offshore call center rather than at a North American call center. When that comes up, AT&T wants to change the subject. It wants a veil drawn over the number of jobs it maintains at overseas call centers. Security sounds good.


It’s reminder that two years ago, when AT&T was trying to convince regulators that acquisition of T-Mobile would be a dandy idea, AT&T

said if allowed to go ahead with the deal, AT&T would return 5,000 jobs to the USA.* (The Department of Justice eventually blocked the deal because it would have reduced competition.) So AT&T allows call center operators to say where they are in the USA but not when answered abroad.


Instead of covering it up, A&T should start turning it around: How about a corporate pledge to expand its call center infrastructure in America with the goal of 80% of toll-free calls going directly to and staying inside America by 2016?


That would be rethinking at its best.


* For more see,


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