Calls made to the EEOC about job discrimination will once again be answered by federal employees, ending three years of controversy during which the task had been contracted out to an independent call center. The call center's involvement was opposed by unions and members of Congress, who claimed that the quality of service received by callers had suffered when calls weren't answered by federal employees.
See "EEOC Resolves Hang Up on Call-Center Staffing", Stephen Barr, The Washington Post, August 13, 2007