Chairman Carr Proposes Call Center Onshoring, English Proficiency Requirements

Federal Communications Commission Chairman Brendan Carr announced that the FCC will be voting on proposals regarding the use of offshore call centers by certain US businesses. First, the FCC will vote on reforms that can encourage businesses to bring call center jobs back to the US. Second, the FCC will explore ways to improve customer service at existing call centers, including a proposal to require call takers to be proficient in American Standard English. Third, the FCC will address illegal robocalls that originate abroad by seeking comment on the targeted use of tariffs or bonds. These proposals focus on the customer service centers run by the communications providers regulated by the FCC.