FCC Takes Aim at Offshore Call Centers; Comments Due May 26, 2026
Long hold times, repeated transfers, and hesitation around sharing sensitive information are common features of many customer service interactions. The Federal Communications Commission (FCC) is now examining how those experiences are shaped, particularly when call centers are located outside the United States.
A Notice of Proposed Rulemaking (NPRM), published in the Federal Register on April 23, 2026, opens a public comment period through May 26, 2026, giving businesses and consumers a window to weigh in before any rules are finalized.
A Shift Toward Transparency and Data Protection
The FCC’s proposal centers on three themes: clearer communication with consumers, stronger safeguards for personal information, and greater accountability in how customer service operations are structured. The agency points to ongoing concerns about service consistency and data security as key drivers.
Rather than prohibiting offshore call centers, the FCC is considering measures that would increase transparency and place guardrails around how and when they are used.
Core Proposals Under Consideration
The NPRM outlines a series of potential requirements that could materially change call center operations:
Caps on Offshore Call Volume: Providers would need to limit the percentage of customer calls handled outside the United States.
Upfront Disclosure Requirements: Customers would be told at the beginning of each interaction if the call is handled outside the U.S., giving them more visibility into where their information is being shared.
Transfer Rights to U.S.-Based Agents: Consumers would be able to request a U.S.-based representative, with comparable wait times to standard routing.
Communication Standards: Offshore agents would be required to meet defined proficiency standards in American Standard English.
Domestic Handling of Sensitive Transactions: Interactions involving account access, passwords, or financial data would be restricted to U.S.-based personnel.
Operational Oversight: Companies would be required to track and report metrics such as call routing patterns, transfer rates, and service levels.
Robocall Deterrence Measures: The FCC is also exploring financial mechanisms, including bonds or fees, aimed at reducing unlawful calls originating abroad.
Practical Implications for Businesses
If adopted, the proposal would likely require more than minor operational changes. Companies would need to redesign call flows to incorporate disclosure requirements and transfer rights, shift certain sensitive transactions to U.S.-based teams, and expand compliance processes to track and report new data. More broadly, the FCC is signaling that customer service will be treated as part of consumer protection and data security, not just an operational function. While no immediate changes are required and implementation would take time, companies that rely on offshore call centers should begin evaluating potential impacts now.