WASHINGTON--The Federal Communications Commission voted Thursday to issue a rulemaking with new requirements for call center offshoring and English proficiency at such centers, America's Credit Unions reported.
According to the FCC, offshoring call center operations over the past few decades has contributed to an “onslaught of robocalls” and bad actors leveraging call centers to defraud consumers.
The proposal launches a proceeding that will seek comment on:
- Ways to encourage and facilitate the onshoring of call centers
- Steps to improve customer service and data security
- Ways to combat illegal robocall scams that originate inside foreign call centers
- The scope of the FCC’s legal authority on these fronts
America’s Credit Unions said it is analyzing the details of the proposal and will issue a Regulatory Comment alert to solicit credit union feedback, in addition to submitting comments.