FCC Proposes Onshoring Limits For Call Centers

The Federal Communications Commission voted unanimously Thursday to begin drafting rules that would cap the percentage of customer service calls handled by foreign call centers, aiming to encourage onshoring. The draft proposal cites privacy, security, and chronically poor customer satisfaction among regulated communications providers, and would require caller notification, offer transfers to U.S. agents, restrict sensitive-data handling, and open a public comment period.