U.S. News
New Push Aims to Reshore Call Centers and Boost US Customer Service
Clear Facts
- The FCC voted to launch a new proceeding aimed at bringing outsourced call center jobs back to the United States.
- Proposals include requiring call takers to demonstrate proficiency in American Standard English to improve customer service.
- The agency is exploring financial penalties to deter illegal robocalls that originate from foreign destinations.
The Federal Communications Commission is taking steps to ensure American consumers no longer face language barriers and security risks when seeking technical support.
Officials argue that foreign centers often lead to confusing service and provide opportunities for overseas scammers to access private data.
FCC Chairman Brendan Carr emphasized that the move is necessary to end the trend of offshoring that has compromised national service standards.
“Americans get frustrated when they call a U.S. business and end up connecting with a call center located abroad,” Carr said in a statement.
“Too often, foreign call centers have meant confusing service, delayed support, and even security risks.”
Reports indicate that nearly 70 percent of American companies currently outsource at least one department, impacting millions of potential domestic jobs.
The U.S. call center industry currently employs roughly 3 million people, yet projections suggest 150,000 jobs could be lost by 2033 without intervention.
“American consumers deserve call centers that speak proficient English, provide clear answers, and are based here at home—not halfway around the world,” Carr continued.
The agency also plans to investigate the use of targeted fees or bonds to physically block illegal foreign robocalls.
This matches broader legislative efforts in Washington to require companies to report whenever operations are moved outside the country.
“At the end of the day, American callers should expect and deserve to reach American call centers,” Carr asserted during a press conference.
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