NICS did about 58,000 checks on a typical day last year. That surged to 145,000 on Black Friday 2013. They’re bringing in 100 more workers than usual for the post-Thanksgiving rush this year.
The call centers have no access to privileged information about buyers’ backgrounds, and make no decisions. They just type in their name, address, birthdate, Social Security Number and other information into the system. On Black Fridays, the work can be grueling: One woman took a call that lasted four hours when a dealer phoned in the maximum 99 checks.
“Rules had to be stretched,” recalled Sam Demarco, her supervisor. “We can’t transfer calls. Someone had to sit in her seat for her while she went to the bathroom.”