.webp?width=400&height=267&name=young-woman-using-audio-headset-computer-call-center-job-offering-helpline-assistance-people-female-consultant-talking-clients-customer-care-service-helping-with-telemarketing%20(1).webp "US Push to Bring Call Centers Back: FCC Rules and Business Impact")
By Simon Lee, June 11, 2026
- The FCC has voted to open its proposal to public comment, paving the way for potential adoption later this year.
- New disclosure requirements could force companies to clearly state where agents are located and potentially offer customers a choice of US-based agents.
- The proposal also highlights service and security concerns, while the business response may include increased automation and AI to manage costs and coverage.
In March 2026, the US Federal Communications Commission (FCC) advanced a proposed rulemaking to encourage the onshoring of foreign call centres, improve customer service standards, and address risks associated with offshore support operations. The proposal was opened for public comment and remains part of an ongoing policy discussion around outsourcing, customer service, and consumer protection.
At the time, FCC Chair Brendan Carr argued that foreign call centres can lead to delays in customer support and may introduce security risks. While the rules have not yet been finalised, the proposal continues to attract attention from businesses that rely on outsourced customer service operations.
For businesses that rely on contact centre outsourcing, especially fast-growing SMEs, this is a moment to reassess risk, cost, and customer experience. The rules aren’t final, but the direction of travel is clear: if you’re using offshore providers, you’ll likely need stronger disclosure, clearer governance, and a plan for how you’ll respond if customer preferences (or enforcement) shift.
At the same time, the policy conversation is also fuelling a parallel trend: more AI in call centres. If labour models become harder to maintain at offshore rates, many organisations will look to automation to protect margins and service consistency.
According to The Wall Street Journal,the FCC’s proposal would apply to phone, internet and cable companies, and includes several requirements that directly affect offshore call centre models.
Key elements under discussion include:
- Disclosure of a customer service agent’s location
- Capping the share of calls handled by overseas agents
- Holding agents to English-language proficiency requirements
- Giving consumers the option to be served by a US-based agent
These proposed FCC call centre rules place greater emphasis on transparency and accountability. For companies operating global support models, the practical impact is that “location” becomes a compliance and brand trust issue, not just a staffing decision.
If these rules move forward, businesses may face higher operating costs or new complexity in vendor management. SMEs that outsource customer support to offshore teams could be pushed to revisit their current arrangements, particularly if disclosure and customer choice become standard.
Likely implications include:
- More due diligence and documentation to meet outsourcing compliance requirements
- Potential cost pressure if a greater share of work shifts to US-based call centre agents
- A renewed focus on governance, training, and quality assurance across distributed teams
For leaders exploring global hiring, the message isn’t “don’t hire overseas”, it’s “build a model you can defend”. That means clearer processes, stronger controls, and employment structures that stand up to scrutiny.
Offshore call centres have long been a go-to lever for efficiency. If regulation introduces friction, companies will likely respond in one of three ways: shift more work onshore, redesign the offshore model to meet tighter disclosure requirements, or invest in automation.
In practice, many organisations may land on hybrid service models, blending AI tools (triage, QA, summarisation, knowledge assistance) with human agents for complex, high-trust interactions. The winners will be the teams that can maintain customer experience while meeting compliance expectations.
The bigger trend is that customer service is becoming more regulated, more data-sensitive, and more outcome-driven. Whether you’re building in-house capability or using an outsourcing partner, it’s worth pressure-testing your operating model now, especially around disclosure, data handling, training, and performance management.
If the FCC’s proposal moves forward, businesses may need more than a cheaper staffing model; they’ll need a customer support operation that is transparent, defensible, and flexible. That could mean rethinking which tasks stay offshore, which interactions require onshore coverage, and where AI can improve speed and consistency without compromising trust.
For growing businesses, the answer may not be to abandon global teams altogether. It may be to build a more resilient model: offshore talent for back-office support and non-voice workflows, AI for triage and summarisation, and onshore (or local) escalation paths for higher-risk customer interactions.
Teamified helps businesses build distributed teams with a stronger structure around hiring, oversight, and compliance. That includes access to global talent, recruiter-led screening, and support for compliant employment set-ups, while giving businesses more control over how support functions are designed as policy expectations evolve.
If customer service regulations tighten, the companies that adapt fastest will be those with clear operating models, transparent processes, and the flexibility to blend people, AI, and geography effectively.
Build a compliant, future-ready support model. Book a free consultation with Teamified to map the right mix of people, AI, and coverage for your next stage of growth.
With over two decades of experience in FinTech, SaaS, and outsourcing, Simon has co-founded multiple successful ventures, including Assembly Payments and Lazu. His deep understanding of technology, payments, and operational efficiency enables him to support businesses in building high-performing outsourced teams while driving cost efficiencies.
Since launching Teamified, Simon has been a trusted partner for companies looking to expand their onshore operations with a smarter, faster, and more strategic approach to outsourcing.
