Congress Targets Offshore Call Centers in New Bipartisan Bill
On July 24, 2025, Senators Ruben Gallego (D-AZ) and Jim Justice (R-WV) introduced the Keep Call Centers in America Act, a bipartisan bill designed to discourage companies from sending customer service jobs overseas. If your business operates a call center or contracts with third parties to handle customer support, this bill may soon affect your eligibility for federal funds, contracts, and more.
The bill responds to projections from the Bureau of Labor Statistics that the U.S. could lose 150,000 call center jobs by 2033. Aiming to preserve American jobs and improve customer service, the legislation imposes new compliance obligations on businesses with 50 or more full-time employees or those whose workforce collectively works at least 1,500 hours per week. While it’s unclear on whether the bill will gain traction in Congress, businesses should take note of the potential impact.
Key Provisions of the Keep Call Centers in America Act
Businesses must notify the Department of Labor (DOL) 120 days before moving call center jobs overseas or outsourcing to vendors who do.
The DOL will maintain a public list of companies that offshore call center work. Businesses stay on the list for five years unless they bring jobs back.
Listed companies are ineligible for new federal grants or loan guarantees.
Existing federal awards may face penalties or cancellation if offshoring continues.
Federal agencies must prioritize companies not on the list when awarding contracts.
All customer service work on federal contracts must take place in the U.S.
Call center workers must disclose their location and whether AI is being used.
Customers must be transferred to a U.S.-based agent upon request.
The DOL must report on call center job losses tied to offshoring and AI.
While some exceptions exist, the bill will impact large and mid-sized companies.
If your company relies on offshore customer support or AI-driven interactions, this legislation could limit your access to federal dollars and public contracts and create new public disclosure and compliance obligations. Companies that serve the federal government or plan to seek federal support should begin assessing risk and reviewing vendor arrangements now. We’ll continue to monitor the bill’s progress and provide updates as it moves through Congress.