New Delhi: The US telecom regulator is taking a closer look at how customer service calls are handled, especially those routed outside the country. In a fresh move, the Federal Communications Commission has proposed new rules that could push companies to bring call centre jobs back to the US and tighten how overseas operations function.
The proposal comes at a time when outsourcing remains a major part of global telecom and tech operations. For countries like India, which handle a large share of global customer support work, this could have a wider business impact if rules move forward.
APPROVED: FCC Proposes Call Center Onshoring, English Proficiency Requirements 🇺🇸
“American consumers deserve call centers that speak proficient English, provide clear answers, and are based here at home.” – Chairman @BrendanCarrFCC 🧵⬇️ pic.twitter.com/w84Ykn5dYY
— FCC (@FCC) March 26, 2026
FCC plans stricter rules for call centres
The FCC said it has launched a new proceeding to study offshore call centres and improve service quality. The regulator noted that nearly 70 per cent of US companies outsource at least one department, including customer service.
The FCC said it wants to improve customer experience and reduce dependency on offshore support. Chairman Brendan Carr said, “Americans get frustrated when they call a U.S. business and end up connecting with a call center located abroad.”
He added that foreign centres have often led to “confusing service, delayed support, and even security risks.” Carr also said, “It is time for this offshoring to end.”
The regulator is now looking at requiring agents to be fluent in American Standard English and improving training standards. Carr said, “American consumers deserve call centers that speak proficient English, provide clear answers, and are based here at home.”
Focus on scams and data risks
The FCC has also flagged rising fraud risks linked to overseas call centres. The proposal highlights how scam networks use existing infrastructure.
The filing states, “Bad actors often leverage the training and infrastructure of legitimate call centers to defraud Americans.”
Carr said the Commission is exploring ways to “take the profit out of those operations” by using fees or bonds to target robocall scams.
Commissioner Olivia Trusty added a broader view on the issue. She said, “We have seen fraudsters and scammers develop new, sophisticated ways to exploit vulnerabilities in communications networks.” She warned that such activity can reduce consumer trust and slow adoption of new services.
What changes could come next?
The proposals are still at an early stage, with the FCC seeking public comments before finalising rules. The regulator is studying multiple options, including forcing companies to disclose call centre locations and handling sensitive calls within the US.
Trusty said, “A trusted, reliable, and secure communications ecosystem is paramount to ensuring that consumers continue to benefit.” She added that the proposals aim to “enhance trust in our communications ecosystem and build consumer confidence.”
For companies and workers in outsourcing markets, this could turn into a key policy shift. If rules move forward, the global call centre model may need a reset, especially for sectors dealing with sensitive customer data.