Federal Register #2026-07960

FCC Proposed Rules to Onshore Call Centers and Enhance Consumer Protections

The Federal Communications Commission (FCC) is seeking public comment on proposed rules to encourage the onshoring of foreign call centers and strengthen consumer protections for customer service communications. - Government Buyer: - Federal Communications Commission (FCC) - Scope and Applicability: - Applies to providers of telecommunications services, Commercial Mobile Radio Services (CMRS), interconnected VoIP, cable television, Direct Broadcast Satellite (DBS) services, and their affiliates - Covers customer service communications via phone, email, text, and online chat - Key Proposed Requirements: - Limit the percentage of customer service calls handled by foreign call centers - Require American Standard English proficiency for foreign call center staff - Mandate disclosure to consumers when calls are handled by foreign call centers - Allow consumers to transfer calls to U.S.-based representatives upon request - Restrict sensitive transactions (e.g., involving personal information) to U.S.-based call centers only - Prohibit use of call centers located in foreign adversary nations - Require providers to report compliance with these rules - Consider financial deterrents (such as bond requirements) for unlawful or scam calls originating from foreign countries - Notable Aspects: - No specific OEMs or vendors are named, as this is a regulatory proposal - The proposal seeks input on extending protections to all forms of customer service communication, not just phone calls - Focus on enhancing consumer privacy and security

Description

The Federal Communications Commission (FCC) proposes actions to encourage and facilitate the onshoring of foreign call centers. The proposal includes rules to improve customer service communications and protect consumers' sensitive personal information by limiting the use of foreign call centers and enhancing standards for remaining foreign call center operations. The FCC also seeks comments on extending protections to other customer service communication modes such as emails, texts, and online chats, and on measures to deter scam and unlawful calls from foreign countries. Additionally, the FCC explores financial deterrents for unlawful foreign-originated calls, such as bond requirements, applying these rules to various telecommunications and related service providers.

View original listing