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.
Key Points
- 1Proposes cap on foreign-handled customer service calls, initiating a rulemaking to set specific percentages
- 2Cites privacy, security, and poor customer satisfaction among regulated communications providers as justification
- 3Encourages increased onshore staffing or accelerated automation adoption, shifting investments toward AI or domestic hiring
Scoring Rationale
Official FCC rulemaking drives regulatory impact, but scope limited to FCC-regulated communications providers and specific caps remain undecided.
Sources
Public references used for this report.
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