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WASHINGTON — The Federal Communications Commission released a draft proposal to regulate foreign call centers used by U.S. telecommunications providers, citing concerns over data security, privacy and customer service, March 5, 2026. The plan could limit offshore operations and require companies to disclose when customers are routed overseas.

The draft notice of proposed rulemaking, or NPRM, applies to telecom, mobile, VoIP, cable and satellite providers and their affiliates. It seeks to create a formal framework governing the use of offshore call centers and to reduce risks tied to foreign handling of sensitive U.S. consumer data.

Key rules under consideration

The proposal outlines several requirements for companies that use foreign call centers.

Customers would have to be informed at the beginning of a call if they are speaking with an overseas agent. Companies may also be required to use standardized disclosure language.

The FCC is also considering giving customers the right to request a transfer to a U.S.-based agent. Providers would need to comply with the request and notify customers of that option.

Another provision would limit the share of calls handled by foreign call centers. The FCC is reviewing a possible starting cap of 30%, with adjustments over time.

Offshore agents may also be required to demonstrate proficiency in spoken and written American English, though the agency has not finalized how compliance would be measured.

Data and security concerns

The proposal places strong emphasis on protecting sensitive customer information.

Certain transactions, including those involving banking details, passwords and authentication data, could be restricted to U.S.-based call centers only. The rule may apply across multiple communication channels, including voice calls, chat and messaging platforms.

The FCC said the changes are intended to reduce privacy risks and potential national security exposure linked to foreign access to consumer data.

Regulators are also considering expanding the rules beyond traditional voice calls to include email, SMS and other messaging services. Internet-based providers and non-interconnected VoIP services could also fall under the proposal.

In addition, the FCC is exploring financial measures to deter illegal foreign scam calls. These may include tariffs or bond requirements for entities placing calls into the United States, with the goal of making fraudulent operations less profitable.

Legal review and next steps

The commission is reviewing whether it has the authority to regulate offshore call center operations and foreign-originated communications under existing law.

Stakeholders have until March 18, 2026, to submit initial feedback. If the proposal advances, the FCC will open a formal public comment period after publication in the Federal Register.

If adopted, the rules could significantly reshape outsourcing practices in the telecommunications industry. The proposal signals increased scrutiny of offshore customer service operations and a possible shift toward keeping sensitive work within the United States.