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WASHINGTON, UNITED STATES — The United States Federal Communications Commission (FCC) is considering sweeping new rules that could reshape how foreign call centers serve American consumers, Wiley reports.
The agency released a draft Notice of Proposed Rulemaking (NPRM) on March 5 to establish requirements that offshore call centers must meet regarding language proficiency, call limits, and restrictions in managing sensitive consumer data.
Proposed U.S. FCC rules for offshore call centers
If adopted, the Draft NPRM would require covered service providers to “ensure that all calling staff at those call centers are proficient in both written and spoken American Standard English,” according to the FCC.
It also proposes limits on the percentage of calls that providers can make from or answer at foreign centers, with the draft suggesting a starting cap of 30%.
Customers would have the right to request a transfer to a U.S.-based call center, and providers must inform customers at the beginning of a call when their call will be routed to an overseas center.
Sensitive transactions—such as those involving passwords, banking details, or multi-factor authentication information—would be restricted to domestic call centers.
The FCC also seeks input on whether to prohibit access to this information from call centers in “foreign adversary” countries. Compliance reporting would be mandatory, with the agency asking for feedback on reporting frequency
“The proposals and questions in the Draft NPRM are intended to address customer service, privacy, data protection, and national security issues that are ‘unique to call centers located abroad, especially when dealing with sensitive payment or account information,’” the FCC said.
Expanding FCC regulations to non-voice communications
The draft also seeks comment on whether the rules should extend to non-voice communications such as texts, emails, and online chats, and whether providers of non-interconnected (voice over internet protocol) VoIP or other internet-only services should be included.
Additionally, the FCC is exploring using tariffs or bond requirements to make unlawful foreign calls “expensive enough to deter them in the first place,” particularly for scams targeting U.S. consumers.
The FCC is evaluating its legal authority to implement the proposed rules and to determine whether foreign call centers’ access to U.S. citizens’ personal data creates national security risks that require the adoption of the proposed rules.
These proposals could significantly impact the global outsourcing industry. By encouraging onshoring and stricter compliance standards, the rules may drive some call center operations back to the U.S. while pushing foreign providers to adopt higher security and language standards.
The FCC’s initiative reflects a growing trend to balance cost efficiencies with consumer protection and national security concerns in international service delivery.
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