Inside the secret industry of inmate-staffed call centers

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http://usnews.msnbc.msn.com/_news/2012/01/12/10140493-inside-the-secret-industry-of-inmate-staffed-call-centers?ocid=twitter

When you call a company or government agency for help, there's a good chance the person on the other end of the line is a prison inmate.

The federal government calls it "the best-kept secret in outsourcing" — providing inmates to staff call centers and other services in both the private and public sectors.

The U.S. government, through a 75-year-old program called Federal Prison Industries, makes about $750 million a year providing prison labor, federal records show. The great majority of those contracts are with other federal agencies for services as diverse as laundry, construction, data conversion and manufacture of emergency equipment.

But the program also markets itself to businesses under a different name, Unicor, providing commercial market and product-related services. Unicor made about $10 million from "other agencies and customers" in the first six months of fiscal year 2011 (the most recent period for which official figures are available), according to an msnbc.com analysis of its sales records.