US FCC Moves To Onshore Call Centers, Mandate English Proficiency

The FCC has launched a rulemaking to push telecom and related providers to bring more call center work back to the U.S. and to require that customer‑facing agents be proficient in American Standard English, but these are proposals at the Notice of Proposed Rulemaking (NPRM) stage and not yet final rules.

What the FCC just did

• The Commission voted on March 26, 2026 to issue an NPRM in CG Docket No. 26‑52 focused on onshoring call centers and setting English proficiency standards for agents.

• The FCC is now seeking public comment on the proposals, including their legal authority, implementation mechanics, and potential caps on offshore usage.

• This follows earlier public statements from Commissioner Brendan Carr signaling intent to limit foreign call centers and require proficiency in American Standard English.

Key proposed requirements

For covered providers (telecom, CMRS, interconnected VoIP, cable, DBS, and affiliates/vendors):

• English proficiency: Call center staff serving U.S. consumers would need to be proficient in American Standard English.

• Offshore cap: The FCC floats capping the share of customer service calls handled offshore (one option mentioned is around 30%, with comments sought on level and measurement period).

• Disclosure: Consumers must be told at the start of a call if it is being handled outside the U.S., with an option to request transfer to a U.S.-based agent.

• Onshoring sensitive data: Transactions involving sensitive customer information would have to be handled only at U.S.-based call centers.

• Reporting/compliance: Providers would need to track and report compliance with these limits and requirements.

Focus areas behind the move

• Consumer experience: The FCC cites widespread frustration with offshore centers due to language and cultural barriers that hinder problem resolution.

• Security and robocalls: The NPRM links foreign call centers to elevated risks of data misuse and illegal robocalls, and seeks tools like targeted fees or bonds to deter robocall operations originating abroad.

• Jobs and onshoring: The agency notes that nearly 70% of U.S. businesses outsource at least one department and frames onshoring as both a service quality and domestic employment issue.

Who is affected and when

• Covered entities: Providers of telecommunications service, CMRS, interconnected VoIP, cable TV, DBS, and their affiliates and vendors that use offshore call centers.

• Scope: This would primarily bind regulated communications providers and their outsourced customer service vendors, not every U.S. company with a call center, unless brought in via contractual flow‑downs.

• Timing: The NPRM phase means nothing is effective yet; timelines for comments, replies, a final order, and compliance dates will be set through the FCC’s rulemaking process.

Early implications to watch (especially for financial services)

• Contracting: Telecom and connectivity vendors to financial institutions may need to restructure outsourcing agreements, reporting, and data‑handling for contact centers.

• Call routing strategy: Firms will likely model cost and service impacts of shifting more volume onshore, particularly for calls involving authentication, payments, or sensitive account data.

• Regulatory layering: For banks/credit unions using telecom providers’ call‑center platforms, these FCC rules would sit on top of existing GLBA, UDAP/UDAAP, and data‑security obligations, potentially affecting vendor‑management frameworks.