U.S. FCC weighs limits, English rules for foreign telecom call centers

WASHINGTON, UNITED STATES — The United States Federal Communications Commission (FCC) is moving to tighten rules on telecom companies’ use of foreign call centers, proposing that overseas customer service workers be proficient in Standard American English. 

According to Reuters, the proposal, which the FCC plans to vote on this month, also considers limiting the volume of calls handled abroad and giving consumers the option to transfer calls to the U.S.-based centers.

Proposed FCC regulations for offshore call centers

FCC Chairman Brendan Carr said the plan aims to address persistent customer service issues linked to offshore call centers. 

“As a result, too many Americans have struggled to resolve an issue with a representative due to cultural and ‌language barriers,” Carr said, adding that foreign customer service centers also raise concerns about protecting consumers’ personal information.

Under the proposal, telecom providers might be required to disclose the location of call centers, ensuring consumers know whether their call is being handled overseas. 

The FCC is currently evaluating whether consumers should have the right to request transfers to domestic call centers, as this option would make services more accessible while reducing callers’ frustration.

The agency is seeking public input on its legal authority to impose these rules on foreign call centers operated by communications providers regulated by the FCC. 

Major U.S. carriers are reviewing the proposal. Verizon acknowledged the item is under review, while AT&T and T-Mobile have not immediately commented.

Telecom outsourcing risks and robocall concerns

The issue comes amid growing scrutiny of offshore operations. Carr highlighted that foreign call centers have contributed to a rise in robocalls and, in some cases, have used legitimate call center infrastructure to defraud Americans. 

According to the report, the FCC’s proposed rules hold special importance for the telecommunications industry, as almost 70% of American companies choose to outsource their customer service and call center operations to foreign countries.

The FCC approved Charter Communications’ $34.5 billion acquisition of Cox Communications, requiring Charter to onshore all job functions currently handled offshore by Cox within 18 months. 

The move demonstrates an industry-wide pattern that shows that companies now prefer to use domestic call centers, as it helps them follow regulations and deliver better customer support.

The proposal reflects a growing tension between cost-cutting through outsourcing and the need to protect consumer experience and data. If implemented, the FCC’s measures could reshape how U.S. telecom providers manage offshore operations, with potential ripple effects for global outsourcing practices.