The agency seeks comment on proposed customer service standards, disclosure requirements, and potential fees.
The Federal Communications Commission (FCC) voted to begin a rulemaking proceeding examining the use of offshore call centers by communications providers and potential measures to address customer service and robocall concerns. The FCC notice seeks public comment on options, including promoting domestic call center operations, requiring disclosure of call center locations, improving data security practices, and whether certain sensitive calls should be handled within the U.S.
The proposal requests feedback on whether call center workers should meet specified language proficiency standards. The notice also asks for comment on financial mechanisms such as fees or bonds directed at deterring illegal robocalls originating abroad.
FCC Chairman Brendan Carr said the effort is intended to evaluate customer service challenges, security considerations, and enforcement tools, while the commission reviews its legal authority.
“The FCC will also be opening up a new front in our efforts to block illegal robocalls from abroad by examining the targeted use of fees or bonds. Specifically, we are identifying ways to address illegal robocall scams that originate inside foreign call centers, such as ways we can take the profit out of those operations,” said Chairman Carr.
As the Lord Leads, Pray with Us…
- For Chairman Carr and FCC officials as they review proposals related to offshore call centers and robocalls.
- For federal authorities as they seek input from communications providers, customer service workers, and consumers on updating regulations.
Sources: Federal Communications Commission
