Keep Call Centers in America Act of 2025 - The New Call Center Law Could Change Everything: Is Your Business Ready?

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In July 2025, the outsourcing industry was hit with a legislative shockwave: the introduction of the Keep Call Centers in America Act of 2025.

A Turning Point for the Outsourcing Industry [Keep Call Centers in America Act of 2025]

In July 2025, the outsourcing industry was hit with a legislative shockwave: the introduction of the Keep Call Centers in America Act of 2025.

This bipartisan bill, brought forward by Senator Ruben Gallego (D AZ) and Senator Jim Justice (R WV), could reshape where and how companies manage their customer service operations. Its stated purpose is simple: keep more call center jobs in the United States, safeguard consumer choice, and add transparency to a process that for years has often been invisible to the average customer.

For decades, the global outsourcing model has been a cost saving lifeline for U.S. companies. From Fortune 500 giants to mid sized businesses, moving customer service functions abroad has allowed organizations to save millions in labor costs, access 24/7 coverage, and leverage skilled talent pools in regions like Latin America, the Philippines, and India.

With this proposed legislation, the ground rules may be about to change and businesses that fail to adapt could face financial, legal, and reputational consequences.

What the “Keep Call Centers in America Act” Actually Says

While media headlines have focused on the idea of bringing jobs back home, the bill contains multiple provisions that go beyond just location.

1. Mandatory Advance Notice of Offshoring: Companies planning to move call center operations abroad must notify the U.S. Department of Labor (DOL) at least 120 days before the move. This is designed to give policymakers, employees, and consumers time to prepare and respond.
   

2. Public Registry of Offshoring Companies: The DOL will maintain a public searchable database of companies that have relocated call center operations overseas. Companies will remain on this list for up to five years unless they bring jobs back to the U.S.
   

3. Federal Funding Restrictions: Companies on the registry will be ineligible for new federal grants, guaranteed loans, and certain contracts. For existing awards, monthly penalties may apply and after a year of noncompliance, contracts could be canceled altogether.
   

4. Consumer Location Disclosure: At the start of a call, agents must disclose their location. If the customer requests it, the call must be transferred to a U.S. based human agent.
   

5. AI Usage Transparency: Agents or automated systems must also disclose if the interaction involves artificial intelligence. This measure responds to growing public frustration with automated systems and the desire for more human interaction.
   

6. Tracking Job Loss from AI: The DOL will collect and report data on how many U.S. call center jobs are being displaced due to automation and AI deployment.
   

7. Company Size Threshold: The bill applies to any employer with 50 or more full time employees or a workforce collectively working 1,500 hours per week or more.

Why This Law Could Disrupt the Status Quo

Potential Business Impacts

• Increased Compliance Costs: Companies will need to invest in legal counsel, compliance tracking systems, and location based call routing technology to meet new rules.

• Brand Perception Risks: Being listed on a federal offshoring registry could deter customers who value American jobs or who distrust offshore operations for data security reasons.

• Loss of Federal Opportunities: Any business that contracts with U.S. government agencies will have to keep operations domestic to remain eligible.

• Operational Restructuring: Businesses might need to split operations, keeping certain contracts and functions onshore while continuing offshore work for other markets.

It Is Not Just About Jobs, It Is About Customer Trust

The legislation does not only address job preservation, it also zeroes in on the customer experience.

A 2025 Data for Progress survey found:

• 70 percent of Americans report frustration with automated phone systems

• A majority want to know where their call is being answered

• Many say they would prefer a U.S. based human agent if given the choice

This law aims to give consumers exactly that transparency and control. For companies, that means they will need to match cost efficiency with service satisfaction, a balance that has historically been tricky when relying heavily on offshore solutions.

How Businesses Can Prepare Now

Even though the bill is not law yet, companies that prepare in advance will be better positioned if it passes. Here is how:

1. Audit Your Current Call Center Operations: Map out where your teams are located and which contracts might be affected.

2. Build a Compliance Ready Communication Flow: Implement scripts and systems for location disclosure and U.S. agent transfers.

3. Adopt a Hybrid Workforce Model: Create the flexibility to operate both domestically and internationally, switching seamlessly based on contract requirements.

4. Reassess Technology and AI Strategy: Ensure AI tools are used in a way that enhances the customer experience rather than frustrates it.

Where Talent Solutions Fits In

At Talent Solutions, we have been helping businesses optimize their operations through strategic outsourcing, and we have always known that adaptability is key to long term success.

Our core strength lies in cutting operational costs by building high performing teams in Latin America and other regions outside the U.S. Companies choose us for world class talent, bilingual capabilities, and significant cost savings.

Here is what makes us different. We can also build, implement, and operate your call center inside the United States.

That means:

• You stay compliant with U.S. laws and contract requirements

• You retain flexibility to choose the best location for your needs

• You maintain customer trust with full transparency

• You keep cost efficiency by blending domestic and offshore resources strategically

Whether you want a fully U.S. based call center, an offshore solution, or a hybrid model that gives you the best of both worlds, Talent Solutions can design and execute it for you.

In a Nutshell

The Keep Call Centers in America Act is more than just another bill. It is a potential shift in how businesses structure their customer service operations. The companies that thrive will be those that adapt early, prioritize compliance, and keep the customer experience front and center.

At Talent Solutions, we are already ahead of the curve. We combine the cost saving benefits of outsourcing with the operational flexibility to serve customers from within the U.S. when needed.

Take Action Now

Do not wait until new laws force a last minute scramble. Partner with a team that can future proof your call center strategy.

📞 Contact Talent Solutions by submitting our contact form or call (951) 444-9720 to discover how we can keep your business compliant, competitive, and customer focused no matter what changes come next.

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