The Federal Communications Commission (FCC) is expected to adopt a Notice of Proposed Rulemaking (NPRM) that could affect businesses that either operate customer service call centers outside the US, or rely on third parties to do so. The stated intent of the FCC’s proposal is to facilitate the onshoring of these call centers.
As proposed, such call centers outside the US would face new obligations and restrictions on their ability to make calls. These include English proficiency requirements, caps on the percentage of calls that can be handled by offshore call centers, granting consumers the right to transfer calls to a US-based call center and prohibiting certain types of calls from being handled by foreign call centers.
