"We propose to limit the percentage of customer service calls that providers may make from or answer at foreign call centers to a specified percentage. We believe that such a cap would encourage movement of call center operations back to the U.S."
"Communications providers regulated by the FCC are part of an industry that consistently ranks amongst the lowest in customer satisfaction surveys."
The FCC voted to draft rules that would limit the percentage of customer service calls handled by foreign call centers. This initiative aims to encourage companies to onshore customer service operations to the U.S. The proposal addresses privacy and security concerns associated with overseas call centers and acknowledges the low customer satisfaction ratings in the communications industry. Additionally, the FCC plans to require companies to inform callers if their agent is located outside the U.S.
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