Proposes Call Center Onshoring and English Proficiency Rules

The Federal Communications Commission (FCC) has issued a Notice of Proposed Rulemaking (NPRM) proposing measures to incentivize the onshoring of call centers and enhance customer service standards for foreign-based call centers. The proposal, identified by DA/FCC # FCC-26-16 and associated with docket numbers 26-52, 17-59, 02-278, and 22-2, also seeks public comment on potential methods, such as fees or bonds, to deter illegal robocalls originating from outside the United States.

Businesses operating call centers, particularly those with international operations, should review the proposed rules and consider submitting comments by the specified deadline. The FCC is soliciting feedback on the effectiveness and feasibility of these proposals, including specific mechanisms for deterring foreign-originated robocalls. Compliance officers should prepare for potential new requirements related to call center location and English proficiency standards, as well as potential new financial obligations aimed at curbing illegal robocalls.