Safeguarding American Jobs: The Keep Call Centers in America Act of 2025

Table of Contents

1. Key Highlights:
2. Introduction
3. The Threat of Offshoring
4. Requirements for Companies
5. Consumer Protections Under the Bill
6. Data Security and Privacy Concerns
7. The Role of AI in Customer Service
8. Industry Support and Opposition
9. The Future of Call Centers in America

Key Highlights:

• The "Keep Call Centers in America Act of 2025" aims to protect U.S. call center jobs by imposing restrictions on companies that relocate these positions overseas.
• The proposed legislation requires companies to disclose their call center locations and whether AI is utilized in customer interactions, enhancing consumer transparency.
• The bill, supported by Senators Ruben Gallego and Jim Justice, seeks to address job displacement caused by AI while ensuring consumer data security.

Introduction

In a world increasingly dominated by technology, the human touch in customer service is often overshadowed by automated systems. A staggering 70% of Americans express frustration when dealing with automated phone prompts, longing instead for human interaction. This sentiment has spurred legislative action, as lawmakers recognize the dual challenge of preserving American jobs while addressing the rise of artificial intelligence (AI) in the workforce. The "Keep Call Centers in America Act of 2025," spearheaded by Senator Ruben Gallego and co-sponsored by Senator Jim Justice, aims to ensure that consumers have access to human representatives in customer service roles while protecting the jobs of millions of Americans employed in call centers.

The Threat of Offshoring

Call center jobs have long been a staple of the American workforce, providing employment for approximately three million individuals. However, the trend of offshoring these positions to countries with lower labor costs has raised concerns about job security and economic stability. The proposed legislation directly addresses this issue by limiting federal benefits to companies that choose to relocate call center operations overseas.

Under the bill, businesses intending to move jobs abroad must provide the Department of Labor (DOL) with a 120-day notification, allowing for greater transparency and accountability. This measure is designed to deter companies from outsourcing their call center operations, thereby preserving domestic employment opportunities.

Requirements for Companies

The proposed legislation outlines specific requirements for businesses that consider relocating their call centers. Companies must adhere to the following guidelines:

1. Notification of Intent: Businesses must inform the DOL at least 120 days prior to moving call center jobs overseas, allowing time for stakeholders to respond and potentially prevent the outsourcing.
2. Public Disclosure: The DOL will maintain a publicly accessible list of employers that have relocated call center work outside the United States. This list serves as a deterrent for companies considering offshoring, as those listed will face restrictions on federal grants and guaranteed loans.
3. Tracking Job Losses: The DOL will be tasked with monitoring call center job losses related to AI, providing valuable data to assess the impact of automation on the workforce.

These measures not only aim to protect American jobs but also promote transparency in the corporate sector, allowing consumers to make informed choices about the companies they support.

Consumer Protections Under the Bill

The bill's consumer protection measures are designed to enhance the customer experience by ensuring that individuals have choices in their interactions with call centers. Key provisions include:

• Disclosure of Location: Call center representatives will be required to disclose their location to callers immediately. This transparency allows consumers to understand where their inquiries are being handled, addressing concerns about data privacy and security.
• AI Usage Notification: If artificial intelligence is being utilized in customer interactions, call center workers must inform callers. This requirement ensures that consumers are aware of whether they are communicating with a human or an AI system.
• Right to Request Human Interaction: Customers will have the option to request a transfer to a U.S.-based call center. This provision acknowledges the public's preference for human interaction, particularly in sensitive or complex situations where automated systems may fall short.

Senator Gallego emphasizes the importance of providing consumers with choices, stating, "People want to have the option of speaking to a human or AI. This isn't new — who hasn't pressed zero repeatedly to try to skip the automated systems because they want to talk to a human?"

Data Security and Privacy Concerns

One of the primary motivations behind the Keep Call Centers in America Act is the protection of American consumers' data. With data breaches and privacy violations becoming increasingly common, the location of customer service representatives plays a crucial role in safeguarding sensitive information. Senator Gallego argues that consumers deserve peace of mind when sharing personal data, which is more likely when dealing with representatives based in the U.S.

The concern over data security is particularly relevant in the context of the growing reliance on AI in customer service. As companies integrate AI solutions into their operations, the risk of mishandling consumer data increases. The proposed bill addresses these concerns by mandating that consumers are informed when AI is being used, thereby enhancing accountability in data protection.

The Role of AI in Customer Service

While the bill focuses on preserving jobs and protecting consumers, it also acknowledges the inevitable rise of AI in the workplace. Senator Gallego recognizes that AI will bring about significant changes in the job market, resulting in some displacement of workers. However, he maintains a balanced perspective, suggesting that AI can enhance customer service when implemented responsibly.

"There will be changes and AI will cause some unemployment," Gallego admits. "We can't stop it entirely." Yet, he is not completely opposed to the integration of AI in customer service roles. His stance emphasizes that consumers should have clarity about whether they are interacting with an AI bot or a human representative.

Industry Support and Opposition

The Keep Call Centers in America Act has garnered support from various labor organizations, including the Communications Workers of America (CWA). CWA representatives express optimism that the legislation will address the challenges posed by offshoring and AI, advocating for the protection of U.S. call center jobs.

"CWA Director of Government Affairs, Dan Mauer, stated, 'This much-needed legislation protects U.S. call center jobs and addresses the growing threats posed by artificial intelligence and offshoring. Historically, companies have offshored customer service jobs to avoid paying good union wages and benefits,'" highlighting the importance of fair labor practices.

However, there may be opposition from certain business sectors that argue such regulations could hinder their operational flexibility. Critics may contend that increased oversight and restrictions could discourage investment and innovation in customer service technology.

The Future of Call Centers in America

As the bill moves through the legislative process, its potential impact on the future of call centers in America remains to be seen. The balance between protecting American jobs, addressing the rise of AI, and ensuring consumer transparency presents a complex challenge for lawmakers.

The Keep Call Centers in America Act serves as a critical response to the evolving landscape of customer service, emphasizing the need for policies that prioritize human interaction, data security, and job preservation. As AI continues to transform various industries, the dialogue surrounding its role in customer service will only intensify.

FAQ

Q: What is the purpose of the Keep Call Centers in America Act of 2025?
A: The act aims to protect U.S. call center jobs by imposing restrictions on companies that consider relocating these positions overseas, while also enhancing consumer transparency regarding the use of AI in customer service.

Q: How does the bill protect consumers?
A: The bill mandates that call center workers disclose their physical location and whether AI is being used during customer interactions. It also allows customers to request a transfer to a U.S.-based call center.

Q: What are the consequences for companies that relocate call center jobs?
A: Companies that move call center jobs overseas will be listed by the Department of Labor and will be ineligible for federal grants and loans. Non-listed companies will receive preference for federal contracts.

Q: What is the stance on AI within the bill?
A: While acknowledging that AI will lead to some job displacement, the bill recognizes that AI can enhance customer service if implemented responsibly, as long as consumers are informed about its use.

Q: Who supports the Keep Call Centers in America Act?
A: The legislation has received support from labor organizations like the Communications Workers of America, which advocates for the protection of U.S. call center jobs.