Protecting Call Center Jobs and Consumer Rights in Customer Service
New rules aim to keep call center jobs in the U.S. by penalizing companies that move these services overseas. Additionally, citizens will have the right to know where their customer service agent is located and whether they are speaking with a human or an AI system.
Key points
Companies moving call centers overseas will be publicly listed and lose access to federal grants and loans.
During customer service calls, agents must disclose their physical location. If outside the U.S., consumers can request transfer to a U.S.-based agent.
If AI is used for customer service, companies must disclose it, and consumers can request to speak with a human in the U.S.
Federal government call center work under contracts must be performed within the United States.
Status:
Introduced
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