Federal Communications Commission Chairman Brendan Carr has announced a set of proposals aimed at improving customer service experiences for Americans. The FCC will vote this month on requiring certain businesses to train their call center employees in English language proficiency.
Carr emphasized that Americans often get frustrated when calling a U.S. business and connecting with call centers located abroad, where language and communication barriers can hinder prompt and efficient service. He noted that foreign-based call centers can also create heightened security risks.
In addition to the English proficiency requirement, the commission will consider incentives to encourage businesses to bring back call center jobs from overseas. Some proposed options include:
- Limiting call volume from overseas call centers
- Allowing callers to be transferred to U.S.-based locations
- Requiring providers to disclose the location of customer service representatives
The FCC estimates that nearly 70% of U.S. companies outsource at least one customer service department abroad, a trend that has developed over decades. The global call center market is valued between $63.88 billion and $352.4 billion.
AI Could Be the Answer
Whether call centers are located in Bali or Birmingham, the issue may become less relevant in coming years with the emergence of artificial intelligence agents. A July 2025 report predicts that AI agent software will grow from $17.05 billion in 2025 to $49.8 billion over the next five years. Many companies already use conversational AI as a first response while maintaining live customer service lines as backup.
The release didn't specify which industries the proposed rule would apply to, but indicated the commission would explore the scope of its authority to impose such requirements.
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