The Federal Communications Commission (FCC) announced a significant rulemaking initiative aimed at reshaping how U.S. businesses use offshore call centers. FCC Chairman Brendan Carr previewed a set of proposals the Commission will vote on later this month, focusing on call center onshoring, English proficiency requirements, and a new enforcement front against foreign‑originated robocalls.
Here are some key takeaways from Chairman Carr’s statement:
- Push to Bring Call Center Jobs Back to the U.S.
The FCC is proposing reforms designed to encourage or incentivize U.S. companies—particularly those regulated by the FCC—to relocate customer service operations back to domestic soil. Potential measures include:
- Limits on the volume of customer service calls handled by overseas centers.
- Allowing consumers to choose to be transferred to a U.S.-based agent.
- Requirements for companies to disclose the location of the call center during interactions.
- English Proficiency Requirements for Offshore Call Centers
To improve customer service quality, the FCC will seek comment on requiring offshore call center staff who serve U.S. customers to be proficient in American Standard English and trained to handle U.S.-specific customer issues. This initiative stems from longstanding consumer complaints related to language barriers and communication challenges when interacting with offshore centers.
- New Measures to Combat Foreign Robocall Operations
Recognizing the role some foreign call centers play in robocall fraud, the FCC is exploring targeted economic tools—including tariffs and bond requirements—to deter foreign actors from enabling illegal robocalls, and to undercut the profitability of scam operations operating overseas.
- Privacy, Data Security, and National Security Concerns
The FCC’s proposal highlights that offshore call centers frequently handle sensitive personal and financial information. Many foreign jurisdictions do not impose security standards comparable to the U.S., creating heightened risk around data protection, payment security and the potential misuse of call center infrastructure to support fraud.
- Scope of FCC Authority
The Notice of Proposed Rulemaking acknowledges limits on the FCC’s authority, and the agency will seek comment on:
- Which types of companies and call centers can legally be regulated.
- The applicability of any new requirements to call centers operated by FCC-regulated providers.
- How far the FCC can go in addressing offshore centers outside the communications sector.
What This Means for our Member Partners:
If adopted, these proposals could materially affect U.S. companies that rely on offshore call centers, including:
- Operational changes—possible shifts in workforce planning, compliance processes, and disclosure requirements.
- Training requirements—English proficiency standards could increase costs for overseas operations.
- Robocall enforcement exposure—entities using offshore centers may face new obligations or financial requirements.
Communications providers and any business that contracts with offshore call centers should begin reviewing their current service models and vendor relationships to assess potential compliance impacts.
The Chairman’s statement can be found here.
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Mitchell Roth mroth@rothjackson.com |
