The U.S. Federal Communications Commission (FCC) is expected to vote later this month on a proposal that would limit the use of offshore call centers by certain U.S.-based businesses.
In a Notice of Proposed Rulemaking (NPRM) issued in early March, the Commission would impose a number of new requirements related to call center operations by providers of a wide range of communications services, including telecommunications, commercial mobile radio services, and direct broadcast satellite services.
The new requirements would include:
- Ensuring that call center staff are proficient in American Standard English;
- Limit the percentage of customer service calls they make from or answer at offshore call centers;
- Inform customers when a call is being handled outside the U.S.;
- Upon consumer request, transfer calls to U.S.-based call centers; and
- Handle consumer transactions involving sensitive customer data only at contact centers located in the U.S.
The Commission is also seeking public comments on several related issues, including whether the proposed rules should apply to non-voice communications, such as online chat, texting, or electronic mail messages.
The Commission’s NPRM on offshore calling centers is available at https://docs.fcc.gov/public/attachments/DOC-419247A1.pdf. Comments on the NPRM can be filed through the Commission’s Electronic Comment Filing System (ECFS) until early April (reference CG Docket No. 26-52).