Senator Ruben Gallego (D-AZ) recently praised the Federal Communications Commission (FCC) for promoting the hiring of Americans as call center operators.
The Context
In March, the FCC issued a Notice of Proposed Rulemaking (NPRM) that includes measures to encourage businesses to bring call centers back to the United States and improve customer service in foreign call centers through English proficiency standards.
Additionally, foreign-based call centers would be prohibited from handling inquiries related to sensitive information such as bank and credit card information, Social Security numbers, and passwords due to security risks and enforcement issues.
Gallego's Response
In a bipartisan letter to FCC Chair Brendan Carr, Sen. Gallego and Sen. Jim Justice (R-WV) expressed gratitude for the measure, writing, "We are pleased by the Federal Communications Commission (FCC) 's meaningful efforts to address offshoring in the call center industry."
They also highlighted how the shift away from America-based call centers cost jobs at home, and the Bureau of Labor Statistics (BLS) estimates that 150,000 jobs would be lost by 2033 without reform.
"As such, it is no surprise that reshoring call centers is a bipartisan issue that has garnered support from stakeholders across the political spectrum, from organized labor to America First conservatives," Gallego and Justice continued.
The Keep Call Centers in America Act
The Arizona and West Virginia Senators also highlighted the Keep Call Centers in America Act, which they introduced last July.
Like the FCC's new proposal, Gallego and Justice's bill would encourage companies to onshore call centers by requiring them to report to the Department of Labor (DOL) when moving call center operations outside the United States, and it would bar employers on the list from receiving new federal contracts.
Moreover, call center workers must disclose where the center is and whether artificial intelligence (AI) is being used. If a customer wants to transfer to a U.S.-based representative, the company must honor the request.
