Gallego, Justice Applaud FCC for Efforts to Prevent Call Center Jobs Offshoring, Improve Customer Service

WASHINGTON – Today, Senators Ruben Gallego (D-AZ) and Jim Justice (R-WV) sent a letter to Federal Communications Commission (FCC) Chairman Brendan Carr applauding the commission’s Notice of Proposed Rulemaking (NPRM) on call center onshoring. If finalized, the rule would encourage telecommunications providers to move customer service jobs back to the United States, improving customer experience and service. The letter follows last year’s introduction of the senators’ Keep Call Centers in America Act which, among other provisions, would give customers the right to transfer to a U.S.-based human representative for assistance. “As the bipartisan Senate sponsors of the Keep Call Centers in America Act of 2025 , we are pleased by the FCC’s meaningful efforts to address offshoring in the call center industry. We thank you for attention to this important topic,” the senators wrote. Starting in the mid-1990s, many companies shifted customer service operations overseas to low-wage countries and increasingly automated front-line United States-based agents. The U.S. Bureau of Labor Statistics (BLS) projects a loss of another 150,000 United States-based call center jobs by 2033 at current trends. The letter comments on four specific components of the NPRM, encouraging provisions that mimic those detailed in their Keep Call Centers in America Act : Disclosure of Foreign-Based Call Center Operations and Right to Transfer: The senators urge, as part of the final rule, that the commission add a requirement that call centers disclose the country in which an agent is located. The senators also called for the creation of a standardized, specific text for providers to use in their disclosure and set standards to assist providers with compliance. Use of Machine-Based Systems for Customer Service: The senators urged consideration of a right-to-transfer requirement that would give consumers the right to transfer to a human representative for those centers which utilize artificial intelligence (AI)/machine-based systems. Onshoring Call Centers Handling Americans’ Sensitive Information: The senators voiced support for the NPRM’s proposal allowing only United States-based call centers to handle inquiries that involve customers’ sensitive personal information — including passwords, bank and credit card information, and Social Security numbers — due to potential security risks and enforcement difficulty associated with offshore operations. Determining Costs and Benefits: The senators urged the commission to consider the beneficial economic, consumer, and productivity impacts associated with onshore operations when determining the costs and benefits of the NPRM. “After decades of offshoring, lost jobs, and declining customer service, we thank you for your attention to this important matter affecting workers, consumers, and our country’s security,” the senators concluded. Read the full letter HERE .