The Federal Communications Commission is advancing a regulatory push that targets both illegal robocalls and the growing reliance on offshore call centers, signaling potential operational changes for companies across the credit and collection industry. At a meeting last Thursday, the FCC unanimously approved Notices of Proposed Rulemaking that tackle two key areas. First, it aims to make it harder for bad actors to obtain and use phone numbers. Second, it proposes new restrictions and requirements tied to foreign call center operations.
Together, the proposals represent a coordinated effort to disrupt robocalls at their source while reshaping how customer service is delivered to U.S. consumers.
New focus: Cutting off access to phone numbers
The FCC is shifting strategy by targeting how robocallers obtain phone numbers in the first place.
The proposal would:
- Expand certification and disclosure requirements to all providers and resellers in the numbering ecosystem
- Increase transparency around who is using phone numbers and for what purpose
- Potentially limit how often numbers can be resold or reassigned
Regulators say this is a critical gap. A majority of robocall investigations involve resold numbers, where bad actors exploit weak oversight in secondary markets.
The FCC is also looking to address tactics like “number cycling,” where scammers rapidly rotate through large volumes of phone numbers to evade detection.
Commissioner Olivia Trusty noted that evolving technology has made it harder to track who is behind calls, adding that strengthening trust in communications networks is essential to protecting consumers.
Call center rules move forward
In parallel, the FCC is moving ahead with proposals that directly impact offshore call center operations.
The rulemaking would explore:
- Requiring disclosure when a call is handled outside the United States
- Giving consumers the option to transfer to a U.S.-based agent
- Imposing English proficiency requirements for overseas agents
- Limiting the percentage of calls handled offshore
- Restricting certain sensitive transactions to domestic call centers
The FCC says these measures are intended to address customer service concerns, data security risks, and the role some foreign call centers play in enabling fraud.
The agency has pointed to evidence that offshore call centers can create communication barriers and increase risks tied to sensitive consumer data.
Chairman Brendan Carr framed the effort as both a consumer protection initiative and a broader push to reshore jobs, stating that Americans should be able to reach call centers that provide clear answers and operate domestically.
