The Federal Communications Commission is considering new rules for foreign-based call centers, a move that signals a turning point for the customer experience industry, according to an April 1 statement from Liveops, Inc.
The proposed regulations would require overseas customer service workers at communications providers to demonstrate proficiency in American Standard English. The FCC is also exploring potential limits on the volume of calls handled by offshore centers and may require companies to disclose the location of their call centers or allow consumers to request transfer to U.S.-based agents. FCC Chair Brendan Carr has said the commission plans to vote on the proposal this month and is seeking public comment about its legal authority in this area.
Liveops, Inc. says that consumer frustration with customer service has prompted regulatory attention but argues that geography alone does not determine quality. “At Liveops, Inc., we believe poor customer experiences are usually the result of weak system design. They happen when companies underinvest in training, rely on poor workflow design, over-script conversations, create bad handoffs, or optimize too aggressively for cost. Geography can influence the experience, but it is rarely the root cause of failure,” said a company representative.
Transparency requirements within the FCC’s proposal could shift how companies structure their support operations. “If customers are told where their service agent is located, expectations change immediately,” said Molly Moore during a KOGO Radio interview referenced by Liveops. Moore further stated that while policymakers are right to focus on consumer experience, geography alone does not guarantee quality service.
Industry observers note that tighter regulation could accelerate investment in domestic talent and technology such as artificial intelligence (AI), rather than simply moving jobs back to U.S.-based teams. According to Liveops commentary included in radio interviews across several markets, successful models will combine U.S.-based agents where necessary with global support teams and AI tools for efficiency and scale.
“Customers care whether they were understood. They care whether their issue was resolved. And they care whether the experience felt clear, competent, and trustworthy,” concluded Liveops representatives.
