The FCC Is At It Again

On March 26, 2026, the FCC voted to advance a Notice of Proposed Rulemaking (NPRM). The final draft of the NPRM will be released in a short time, however this article will focus on the contents of the draft NPRM. This proposed rules if adopted will significantly affect how organizations manage call center operations, especially those relying on offshore and nearshore support. While this action represents an early step in the rulemaking process, it signals where the Commission is focusing its attention. It also reinforces the importance of timely, informed industry engagement.

The ECAC is fully engaged in monitoring the NPRM and will submit comments once decisions are made by the FCC. As discussed below, ECAC board member Bob Kobek, attorney Mitch Roth and I met ex-parte with senior staff at the FCC and our filing of that meeting can be found here. 

What are they thinking

The FCC is considering a range of measures intended to limit offshore activity and enhance consumer transparency. These include incentives to encourage the return of call center operations to the United States. They will also consider a potential cap on the percentage of calls handled by offshore agents, along with restrictions on offshore personnel handling sensitive consumer information. Taken together, these proposals reflect a broader policy conversation around data protection, consumer expectations, and domestic workforce development.

The FCC is also discussing English proficiency standards. The proposal includes requirements for disclosing when consumers interact with offshore representatives and the option for consumers to request transfer to a U.S.-based agent. Currently, it targets telecommunications providers. However, the FCC is seeking input on whether these requirements should extend to other industries. That open question is significant, as it could expand the impact far beyond the telecom sector and into any organization that leverages global customer support models.

ECAC Actions

As mentioned earlier the ECAC has already engaged directly with the Commission on this. On March 18, we met with the FCC to discuss proposals and highlight industry perspectives. We also filed an ex parte submission to document our position. In these discussions, we focus on providing practical context for how offshore and nearshore operations work today, as well as the safeguards for compliance, data security, and service quality.

Many organizations operate in complex, highly regulated environments. Global support models are not only common but necessary to meet service expectations, manage costs, and maintain business continuity. Policymakers must fully understand these dynamics to achieve a balanced outcome.

Why This Matters

These proposals may pose several operational challenges. If domestic capacity is constrained, wait times may rise. Costs could increase and ultimately be passed on to consumers. Disruptions may also affect transactions that depend on specialized or distributed support teams. In addition, prescriptive limits on offshore activity could reduce organizational flexibility to scale, respond to demand fluctuations, and provide around-the-clock service.

For many organizations, offshore and nearshore support is more than a cost issue. It is key to delivering consistent, high-quality customer experiences across time zones and markets. Changes in this area should be made with a clear understanding of how these models work in practice and their role in supporting businesses and consumers.

What Comes Next

After the NPRM is approved, the FCC will open a public comment period. This will be followed by a reply comment period. This process gives stakeholders the chance to share data, real-world examples, and policy perspectives. These contributions can shape the final outcome.

ECAC is partnering with CMP to conduct an industry survey. The goal is to collect insights, operational data, and feedback from organizations across the customer engagement ecosystem to ensure decision-makers have a complete and accurate picture. 

We urgently request your participation. 

This is a pivotal moment for our industry. No final decisions have been made yet. The direction of this rulemaking will depend on early industry engagement. It is essential that our industry speaks with clarity, credibility, and a unified voice.

By staying informed and participating in this process, you help ensure that the realities of today’s customer engagement landscape are properly understood and represented. We encourage you to take an active role. Together, we can advocate for thoughtful, balanced policies that support both consumers and the organizations that serve them.

Indicate your interest in being involved here.

About the ECAC

The Enterprise Communications Advocacy Coalition is a non-profit trade association dedicated to advancing the interests of the contact center industry. Through education, advocacy, and industry collaboration, ECAC helps organizations navigate complex regulatory and compliance challenges. By providing timely insights, resources, and a unified voice, ECAC supports its members in operating responsibly and effectively in an evolving communications landscape.

Photo by Quang Vuong on Pexels.