NEAR / OFFSHORING
CALL BRANDING
The call branding FNPRM( the F stands for further), released October 29, 2025, would require incoming / outgoing calls from outside the U. S. to transmit a visible foreign-origin indicator to devices.
But this rule, if implemented, could cripple offshore call centers with near-zero answer rates for debt collection, financial services, healthcare, and lead generation.
Industry comments submitted expressed concerns over issues such as accuracy identifying the calling party, and manin-the-middle( MITM) call hijacking.
In response, the FCC did soften some of the proposed provisions between the circulated draft of the FNPRM and the version it adopted, such as by making the labeling and spoofing rules clearer.
CALL CENTER ONSHORING
The FCC NPRM on call center onshoring and English-language proficiency( 26-16), published in the Federal Register on April 23, 2026, extends the call branding FNPRM’ s foreign-call themes with onshoring requirements, English proficiency standards, and gateway-provider accountability.
This NPRM floats strict limits on offshore telecom call center work. A March 26, 2026 Law360 article, " FCC Floats Cap For Offshore Telecom Call Center Work " notes the agency wants to cap foreign-staffed calls when callers struggle with U. S. English or local context. The FCC sees these limits as a national priority tied to scam prevention and service quality.
Chairman Brendan Carr ' s statement, released when this NPRM was adopted on March 26, 2026, frames it bluntly: offshore centers mean " confusing service, delayed support, and even security risks," with scammers learning the ropes before launching their own fraud operations.
Marketing efforts could also face heavy exposure here too: especially with lead-generation and appointment-setting campaigns. Many campaigns run through Philippines or Indian contact centers, where agents call U. S. numbers from places like Manila or Bangalore.
Debt collection sees similar risks. Offshore teams often struggle with understanding specific state laws or handling disputes properly, leaving customers frustrated and issues unresolved.
Onshoring NPRM Details Specifically, the onshoring NPRM:
• Proposes percentage limits on the number of offshore customer service calls allowed for U. S. telecom carriers with oversight extending to their BPO vendors and contractors.
• Mandates English proficiency certification for agents handling American consumers, drawing from benchmarks like TOEFL or TOEIC to check language skills, cover tone, idioms, and cultural fit.
... THESE PROPOSED CHANGES COULD IMPOSE A REAL OPERATIONAL AND COMPLIANCE BURDEN...
RETAILERS OPPOSE PROPOSED ONSHORING RULE
BOX 1
The FCC’ s NPRM on onshoring and English-language proficiency( 26-16) has elicited strong opposition from one of the largest and one of the most powerful business sectors that also relies on contact center services: retailers.
The National Retail Federation( NRF) wrote to the FCC on April 21, 2026, urging it to shelve the proposed rule.
“ The caps, disclosures, and transfer requirements included in the NPRM would only harm, not help, consumers by increasing wait times and reducing service efficiency,” wrote David French, Executive Vice President Government Relations.
“ A mandated right to transfer to a U. S.-based representative, combined with limits on offshore handling, would likely create operational bottlenecks, longer queues, higher abandonment rates, and duplicative handling of the same customer issue.
“ The Commission should be cautious about requirements that drive costs up and service levels down at a time when households remain sensitive to price increases.”
The NRF also warned that the proposed rule could limit multilingual service and accessibility for non-English-speaking consumers.
“ Retail serves diverse communities nationwide, and language access is a core feature of effective customer care,” said French.“ Prescriptive‘ American Standard English’ requirements and restrictions on global staffing could reduce retailers’ ability to deliver fast, accurate support for consumers who prefer languages other than English.”
Critically- and this is the kicker- the NRF says the FCC’ s proposed regulations could result in fewer, not more, American contact center jobs by accelerating automation.
“ A policy intended to preserve domestic jobs could therefore have the opposite effect by hastening transitions that reduce human roles over time,” warned French.
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