| 1 | 1 | | 89R10121 MLH-D |
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| 2 | 2 | | By: Guerra H.B. No. 3762 |
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| 3 | 3 | | |
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| 4 | 4 | | |
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| 5 | 5 | | |
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| 6 | 6 | | |
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| 7 | 7 | | A BILL TO BE ENTITLED |
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| 8 | 8 | | AN ACT |
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| 9 | 9 | | relating to requirements for customer service call centers. |
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| 10 | 10 | | BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF TEXAS: |
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| 11 | 11 | | SECTION 1. Subtitle A, Title 10, Business & Commerce Code, |
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| 12 | 12 | | is amended by adding Chapter 307 to read as follows: |
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| 13 | 13 | | CHAPTER 307. CUSTOMER SERVICE CALL CENTER REQUIREMENTS |
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| 14 | 14 | | Sec. 307.001. DEFINITIONS. In this chapter: |
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| 15 | 15 | | (1) "Automated call system" means a system at a |
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| 16 | 16 | | customer service call center that automates any portion of a |
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| 17 | 17 | | telephone call with a customer, including by use of spoken commands |
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| 18 | 18 | | or tactilely entered responses, that functions without the |
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| 19 | 19 | | participation of a customer service employee. |
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| 20 | 20 | | (2) "Customer" means a resident of this state who |
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| 21 | 21 | | receives a call from or places a call to a customer service call |
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| 22 | 22 | | center. |
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| 23 | 23 | | (3) "Customer service call center" means an entity |
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| 24 | 24 | | whose primary purpose includes initiating or receiving telephone |
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| 25 | 25 | | communications on behalf of a person for the purpose of providing |
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| 26 | 26 | | services or providing or receiving information in connection with |
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| 27 | 27 | | the provision of services. |
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| 28 | 28 | | (4) "Customer service employee" means an individual |
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| 29 | 29 | | employed by or working on behalf of a customer service call center. |
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| 30 | 30 | | Sec. 307.002. APPLICABILITY. This chapter applies to a |
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| 31 | 31 | | customer service call center that: |
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| 32 | 32 | | (1) initiates or receives telephone communications |
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| 33 | 33 | | from customers in this state; and |
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| 34 | 34 | | (2) uses an automated call system. |
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| 35 | 35 | | Sec. 307.003. CUSTOMER ABILITY TO SPEAK WITH CUSTOMER |
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| 36 | 36 | | SERVICE EMPLOYEE. (a) A customer service call center shall provide |
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| 37 | 37 | | each customer with the opportunity to communicate directly with a |
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| 38 | 38 | | customer service employee. |
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| 39 | 39 | | (b) An automated call system used by a customer service call |
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| 40 | 40 | | center must: |
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| 41 | 41 | | (1) include an easy to use option to exit the automated |
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| 42 | 42 | | call system at any time and communicate directly with a customer |
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| 43 | 43 | | service employee; and |
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| 44 | 44 | | (2) notify each customer of the option described by |
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| 45 | 45 | | Subdivision (1) at the beginning of each telephone communication. |
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| 46 | 46 | | Sec. 307.004. DECEPTIVE TRADE PRACTICE. A violation of |
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| 47 | 47 | | this chapter is a deceptive trade practice actionable under |
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| 48 | 48 | | Subchapter E, Chapter 17. |
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| 49 | 49 | | SECTION 2. This Act takes effect September 1, 2025. |
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