Americans May Finally Get Customer Service They Don’t Need Translated

The Federal Communications Commission (FCC) announced Thursday it is moving to onshore U.S. call center jobs and implement English proficiency requirements for call takers.

The FCC voted to launch a new proceeding seeking comment on proposals that would incentivize companies to bring call center jobs back to the U.S. and improve customer service at existing call centers, including a proposal which would require call takers to be proficient in American Standard English, according to the agency’s Thursday news release. The agency is also exploring new methods to “financially deter illegal robocalls” originating overseas.

U.S. consumers commonly “experience frustration and poor customer service when they connect with a call center located abroad,” per the release. The agency added there can often be “communication and other barriers that make it difficult, if not impossible, for consumers to get a satisfactory resolution to their problems.”

“Americans get frustrated when they call a U.S. business and end up connecting with a call center located abroad,” FCC Chairman Brendan Carr said in a statement on Thursday. “Too often, foreign call centers have meant confusing service, delayed support, and even security risks. In many cases, scammers get trained at legitimate call centers and either access your data illegally or take their training to a foreign robocall operation. It is time for this offshoring to end.”

“American consumers deserve call centers that speak proficient English, provide clear answers, and are based here at home—not halfway around the world,” Carr continued.