Keep Call Centers in America Act

“…all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim Justice in a statement.

Due To Overseas Outsourcing AI Call Centers Are Becoming Endangered

According to the Bureau of Labor Statistics (BLS), call centers play a significant role in the U.S. economy, employing roughly 3 million customer service representatives nationwide. In recent years, however, many operators have moved operations overseas, leading to closures or downsizing of domestic centers. The BLS now forecasts the loss of about 150,000 U.S. call center jobs by 2033.

At the same time, more businesses are replacing human agents with automated phone systems and chatbots to reduce costs, often at the expense of service quality. A Data for Progress survey found that 70% of Americans feel frustrated when forced to use automated systems instead of speaking with a live representative.

*Episode 215: Understanding the Gen Z Gaze

The Keep Call Centers in America Act

The Keep Call Centers in America Act aims to counter the offshoring of call center jobs by restricting federal benefits for companies that move these positions overseas. Introduced by Senators Ruben Gallego (D-AZ) and Jim Justice (R-WV), this bipartisan bill seeks to guarantee that when Americans contact a call center, they can speak with a U.S.-based representative.

“If you’re calling customer service, chances are your day isn’t going great. On those frustrating days, you should be able to talk to a real human being right here in the U.S.,” said Senator Gallego. “My bill will encourage companies to keep their call centers in the U.S. and require that they tell you up-front if you’re talking to an AI bot – protecting American jobs and making your day easier.”

The Keep Call Centers in America Act would:  

• Require companies to report to the Department of Labor (DOL) when moving call center operations outside the United States. DOL would maintain a publicly available list of companies that have offshored call center operations.
• Employers on the list are ineligible for new federal awards. If they have an existing award, the company must pay a monthly penalty and will be ineligible if it is still on the list in one year.
• Require agencies to give preference to employers not on the list when awarding contracts.
• Require call center workers to disclose the location of the call center or whether AI is being used. If a customer requests it, call center workers must also transfer communications to a call center in the US.
• A DOL report is required on the amount/location of federal call center work and on job losses associated with AI use for customer service.

A one-page summary of the bill can be found HERE.

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