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.

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.