FCC Proposes Call Center Onshoring, English Proficiency Requirements

The Federal Communications Commission voted to launch a new proceeding looking into the use of offshore call centers. The FCC will seek comment on proposals that would encourage businesses to bring call center jobs back to the U.S. and improve customer service at existing call centers, including a proposal to require call takers to be proficient in American Standard English.  \The proceeding also explores ways to financially deter illegal robocalls that originate abroad by seeking comment on the targeted use of fees or bonds. The Notice of Proposed Rulemaking (NPRM) focuses on customer service centers run by communications providers regulated by the FCC, an industry that consistently ranks amongst the lowest in customer satisfaction surveys. The NPRM launches a proceeding that will seek comment on:  ways to encourage and facilitate the onshoring of call centers; steps that can be taken to improve customer service and data security; ways to combat illegal robocall scams that originate inside foreign call centers; and the scope of the FCC’s legal authority on these fronts. This action specifically asks about ideas such as:  empowering consumers to transfer calls to a U.S.-based location and requiring that calls involving certain types of sensitive information be handled domestically; requiring covered providers to disclose the location of the call center during the customer interaction; requiring disclosure to consumers of the extent of a provider’s use of U.S. call centers; and requiring workers at call centers to be proficient in American Standard English and otherwise be trained appropriately for resolving issues with U.S. customers.  The NPRM also seeks comment on the idea of requiring the use of bonds or fees to prevent robocalls.