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Overall, the corporate spokesperson, Co-CEO Rick Platz, says there are at least 4-5 more of these cases, typically involving firefighters, security forces, or public service unions. He describes them as “a licence to do business” and “the cost of doing business.” In his words, U.S. regulators accuse the company of many things, and then sign a narrow consent decree, typically with a financial penalty, the company denying wrongdoing for all or part of the original allegations, and the government issuing its press release version of the settlement. Mr Platz is proud of his Canadian-based company that has entered a difficult U.S. market that is heavily regulated, and has successfully competed there. He notes that the firm has never been prosecuted for any criminal offence, but has voluntarily resolved or settled a range of nuisance, misleading representation, wrongful dismissal, or other suits or actions.

None of Xentel’s current seven directors are female. Likewise all seven executive officers are male. Prior to 2004, Ms Cori Simms had been a Board director for five years. Women comprise about 75% and 40% of administrative staff, in Canada and the U.S. respectively. Visible minorities comprise about 50% and 75% of sales staff, in Canada and the U.S., respectively. The company does not offer daycare or daycare referral for the children of staff. When asked if Xentel has an employment equity policy, the spokesperson responded that it is an equal opportunity employer in the U.S. and that a similar policy is in development in Canada.

The company operates thirty call centres in North America, according to its 2003 Annual Information Form (AIF), including a business to business call centre in Fort Lauderdale. No mention is made of office recycling, subsidized transit passes for employees, or specific support to environmental causes. The company’s annual report isn’t printed on recycled, post-consumer stock. When asked if there is a full time environment, health and safety officer at each larger office or call centre, the spokesperson responded “no”. At larger offices with more than 50 seats, however, a person does look after health, cafeteria, recycling and other responsibilities.