The FCC adopted a controversial and sweeping Notice of Proposed Rulemaking (NPRM) seeking comment on several proposals to regulate foreign-based call centers with an aim to encourage communications providers to bring call centers back to the United States and improve customer service at existing call centers. Among other things, the FCC proposes to empower consumers to transfer calls to a U.S.-based location, require that calls involving certain types of sensitive information be handled domestically, and require workers at call centers to be proficient in American Standard English. The FCC seeks to impose these rules on the communications industry traditionally subject to FCC control and requests further comment on expanding its authority to cover calls in foreign call centers owned or operated by American businesses in a broad range of sectors including finance, commercial, and healthcare.
