The Importance of Keeping Call Center Jobs in America
A new bipartisan bill introduced in the US Senate on Wednesday aims to protect American jobs and consumer privacy by limiting the use of artificial intelligence and offshoring in customer service roles.
Senator Ruben Gallego and co-sponsor Senator Jim Justice of West Virginia have put forward the “Keep Call Centers in America Act of 2025,” which would impose strict requirements on businesses that utilize overseas labor or AI in call centers.
Proposed Law to Preserve Jobs for US Citizens and Reduce Reliance on AI
In an interview with CBS MoneyWatch, Senator Gallego emphasized the importance of giving consumers the option to speak with a human representative within the United States. He highlighted the frustration many people experience when trying to navigate automated systems and expressed the need for a human touch in customer service interactions.
The proposed legislation would mandate that businesses planning to offshore call center operations must notify the Department of Labor at least 120 days in advance. Companies on the list of offshoring employers would face penalties such as ineligibility for federal grants and loans, while those keeping call center operations within the US would receive preferential treatment for federal contracts.
Additionally, the bill would require call center agents to disclose their physical location and whether AI is being used at the beginning of each customer service interaction. This transparency aims to ensure that consumers are aware of who they are communicating with and how their data is being handled.
Labor Union Supports the Act, Citing Data Privacy Concerns
The Communications Workers of America (CWA), a prominent labor union representing call center employees, has endorsed the legislation. The CWA’s Director of Government Affairs, Dan Mauer, praised the bill for addressing the threats of outsourcing and the unchecked proliferation of AI in the workforce.
“This legislation is crucial in safeguarding US call center jobs and mitigating the risks associated with AI and offshoring,” Mauer stated. “Companies are increasingly using AI to replace human workers, compromising worker rights and diminishing service quality for consumers.”
Senator Gallego echoed these concerns, emphasizing the security implications of AI-powered offshore customer service. He raised the issue of potential misuse of sensitive personal data by workers located outside of the US, underscoring the importance of maintaining jobs within the country to protect consumer privacy.
While AI has shown promise in automating certain tasks, there are growing concerns about job displacement and the potential impact on white-collar positions. As companies increasingly turn to AI for efficiency gains, it is crucial to strike a balance between technological advancement and preserving jobs for American workers.
By enacting measures like the “Keep Call Centers in America Act of 2025,” policymakers aim to safeguard both jobs and consumer privacy in an evolving digital landscape.