The Federal Communications Commission took a major step Thursday toward bringing customer service jobs back to American soil while introducing new language requirements for call center staff. In a unanimous vote, the agency launched a formal proceeding to explore incentives for companies to onshore their operations and improve the overall quality of consumer support.
A central piece of the proposal involves a new requirement for call center agents to be proficient in American Standard English. According to the FCC’s news release, the move stems from widespread consumer frustration with offshore centers, where “communication and other barriers” frequently prevent people from resolving basic account issues.
Beyond customer service quality, the agency is looking at ways to “financially deter illegal robocalls” that often originate from international hubs.
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FCC Chairman Brendan Carr framed the initiative as both a matter of consumer satisfaction and national security. “Americans get frustrated when they call a U.S. business and end up connecting with a call center located abroad,” Carr said in a statement.
He noted that foreign centers can lead to “confusing service, delayed support, and even security risks,” alleging that scammers sometimes receive training at legitimate offshore facilities before pivoting to illegal robocall operations.
“American consumers deserve call centers that speak proficient English, provide clear answers, and are based here at home—not halfway around the world,” Carr added.
The FCC is also considering the use of targeted fees or bonds to create a financial barrier against foreign robocallers. During a Thursday press conference, Carr reiterated his stance, stating that “at the end of the day, American callers should expect and deserve to reach American call centers.”
The push for onshoring comes as the industry faces a significant shift. Currently, about 70% of American companies outsource at least one department, according to data cited by Customer Experience Dive. While the U.S. currently employs between 2.5 million and 3 million call center workers, Bureau of Labor Statistics data suggests the country is on track to lose approximately 150,000 of those positions by 2033 if current trends continue.
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This regulatory move follows recent bipartisan momentum in Congress. In 2025, Representatives Kristen McDonald Rivet and Brian Fitzpatrick introduced legislation to discourage offshoring, while Senators Jim Justice and Ruben Gallego proposed a bill requiring companies to report any movement of call center operations to the Department of Labor.
The FCC is now seeking public comment on the specific incentives and enforcement mechanisms that would be used to implement these new standards.
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