Keep Call Centers in America Act (S.2495; H.R.4954)) was introduced in current session.
Sponsors: Sen. Gallego, Ruben [D-AZ] & Rep. McDonald Rivet, Kristen [D-MI-8]
Goal is keeping contact center jobs in the US and providing transparency to consumers
Advance notice requirement: Requires companies to notify Labor Department at least 120 days before moving of domestic contact center jobs to in-house or outsourced centers overseas
Public disclosure list: There will be a publicly available list of companies that have offshored call center jobs.
Penalties / loss of federal benefits: Companies on that “offshoring list” lose eligibility for new federal grants and federally guaranteed loans. Existing federal awards can be penalized or revoked under certain circumstances.
Transparency & consumer rights: When interacting with customer service, callers must be told (a) whether the agent (or AI) is located abroad, (b) if AI is being used, and (c) they have the ability to request a U.S.-based human agent.
To view S.2495 click here.
To view H.R.4954 click here.
