; Northeast Corridor; and State-supported route defined In this subsection, the terms long-distance route , Northeast Corridor , and State-supported route have the meaning given those terms in section 24102 of title 49, United States Code. 9212. Clarification on Amtrak contracting out Section 121 of the Amtrak Reform and Accountability Act of 1997 ( 49 U.S.C. 24312 note; 111 Stat. 2574) is amended by striking subsection (d) and inserting the following: (d) Furloughed work Amtrak may not contract out work within the scope of work performed by an employee in a bargaining unit covered by a collective bargaining agreement entered into between Amtrak and an organization representing Amtrak employees during the period of time such employee has been laid off and has not been recalled to perform such work. (e) Agreement prohibitions on contracting out This section does not authorize Amtrak to contract out work if the contracting out is prohibited by a collective bargaining agreement entered into between Amtrak and an organization representing Amtrak employees. . 9213. Amtrak staffing Section 24312 of title 49, United States Code, is amended by adding at the end the following: (c) Call center staffing (1) Outsourcing Amtrak may not renew or enter into a contract to outsource call center customer service work on behalf of Amtrak, including through a business process outsourcing group. (2) Training Amtrak shall make available training programs to any Amtrak call center employee carrying out customer service activities using telephone or internet platforms. (d) Station agent staffing (1) In general Beginning on the date that is 1 year after the date of enactment of the TRAIN Act , Amtrak shall ensure that at least 1 Amtrak ticket agent is employed at each station building— (A) that Amtrak owns, or operates service through, as part of a passenger service route