FCC call centre proposals seek US onshoring and American Standard English proficiency

The Federal Communications Commission has opened a Notice of Proposed Rule Making seeking public comment on proposals to encourage US call centre onshoring and require call-takers to speak proficient American Standard English. The FCC is also asking for input on steps to improve customer service and data security, and to curb illegal robocall scams linked to foreign call centres.

The Federal Communications Commission has floated new proposals that could push more call centre jobs back to the United States. The plan also raised the idea of requiring call-takers to speak American Standard English well. The FCC said it wanted better customer service, stronger data security, and fewer illegal robocall scams linked to overseas centres.

The FCC said many companies moved customer support work abroad over recent decades. The agency added that nearly 70 per cent of US firms outsourced at least one department. FCC Chairman Brendan Carr said: "American consumers deserve call centres that speak proficient English, provide clear answers, and are based here at home-not halfway around the world,\"

Federal Communications Commission proposals on call centre rules

The agency’s Notice of Proposed Rule Making, adopted on Thursday, asked the public for input. It sought ideas to encourage and enable onshoring of call centres. It also asked about steps to improve customer service and data security. Another focus was stopping illegal robocall scams that start inside foreign call centres.

The FCC asked whether consumers should be able to transfer calls to a US-based location. It also asked if calls handling certain sensitive information should stay within the US. The FCC also sought views on whether providers should disclose call centre locations during interactions.

Federal Communications Commission focus on disclosures and English proficiency

The consultation also covered wider transparency about use of US call centres. The FCC asked if firms should disclose how much they rely on domestic centres. It also asked about requiring call centre workers to be proficient in American Standard English. The FCC said workers should be trained properly to resolve issues for US customers.

Commissioner Olivia Trusty backed the proposal on Thursday. Trusty said: \"I welcome todays NPRM to address risks to Americans that originate from call centres located overseas,\" Carr also linked the plan to scam prevention. Carr said: \"Specifically, we are identifying ways to address illegal robocall scams that originate inside foreign call centres, such as ways we can take the profit out of those operations,\"

Federal Communications Commission context on costs and outsourcing locations

The debate comes as lawmakers also considered limits on offshoring. Last year, a bipartisan group of senators introduced the Keep Call Centres in America Act. The measure aimed to deter shifting operations overseas. It also aimed to discourage replacing live agents with AI.

Companies often cite costs when choosing offshore support. Onshore centres in the United States face higher expenses for wages, compliance, and real estate. Industry benchmarks said US agents earn three to five times more than offshore workers. The higher operating costs often pass on to consumers.

The FCC noted that US firms commonly outsource customer service work to a few countries. The leading destinations included the Philippines, India, Colombia, and South Africa. The FCC’s proposals now sought public comments on changes. The agency said the goal was safer and clearer customer support for Americans.

With inputs from PTI