The New Sweatshop
The Secretive World of Work-At-Home Customer Service
Companies that provide remote customer support services help large corporations shed costs at the expense of workers.
Meet the Customer Service Reps for Disney and Airbnb Who Have to Pay to Talk to You
Arise Virtual Solutions, part of the secretive world of work-at-home customer service, helps large corporations shed costs at the expense of workers. Now the pandemic is creating a boom in the industry.
Customer Service Company That Worked With Disney, Comcast Will Pay $2M to Workers to Settle Lawsuit Over Pay Practices
The D.C. attorney general settled with Arise Virtual Solutions for misclassifying workers as “independent contractors.” The action followed a ProPublica story that outlined the violations.
New Suit Seeks to Turn Arbitrations Against Top Customer Service Provider
Arise Virtual Solutions has been accused of cheating its vast network of customer service agents. The suit, which cites ProPublica’s reporting, seeks a decision that could trigger a wave of tiny legal actions.
What We’re Watching
During Donald Trump’s second presidency, ProPublica will focus on the areas most in need of scrutiny. Here are some of the issues our reporters will be watching — and how to get in touch with them securely.
Learn more about our reporting team. We will continue to share our areas of interest as the news develops.
Sharon Lerner
I cover health and the environment and the agencies that govern them, including the Environmental Protection Agency.
Andy Kroll
I cover justice and the rule of law, including the Justice Department, U.S. attorneys and the courts.
Melissa Sanchez
I report on immigration and labor, and I am based in Chicago.
Jesse Coburn
I cover housing and transportation, including the companies working in those fields and the regulators overseeing them.
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