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FCC Call Center Outsourcing NPRM
If your company relies on call centers to support your customers, you’ll want to listen to this podcast. The Federal Communications Commission just put out a sweeping proposal to require the significant onshoring of non-US based call center operations and the implementation of new customer service standards, such as English language proficiency requirements.
In this 12-minute episode of Staying Connected, Tony Mangino and Andrew Brown discuss the proposed rules, why the FCC thinks it has the authority to mandate customer service standards and call center operations of companies it does not regulate, and what enterprise customers need to do before these rules reshape their costs and vendor relationships.
If you would like to learn more about our experience in this space, please visit our Communications Regulatory Advice and Advocacy webpage.
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