On August 12, 2025, Rep. McDonald Rivet, Kristen introduced legislation, H. R. 4954, “Keep Call Centers In America Act” 2025, to the 119th Congress. This bipartisan legislation is supported by Senator Ruben Gallego (D-AZ) and Senator Jim Justice (R-WV) with the goal of curbing offshore call center jobs by enticing companies to keep, or move, their call centers to the United States. This legislation will require the Secretary of Labor to maintain a publicly available list of all employers that relocate their call center or contract call center oversees, to make those companies ineligible for Federal grant or guarantee loans as well as requiring disclosure of the physical location of their agents supporting customer service communication.
Scope
The current legislation is focused on employers with 50 or more full time employees or employers with 50+ workers working at least 1,500 hours per week, combined.
Key Provisions
Relocation of Notification Requirements
For medium to large call centers, 50 or more employees, looking to relocate their call centers outside of the United States, or contracting with an oversees call center, must notify the Department of Labor (DOL) at least 120 days prior to relocating. Penalties up to $10,000 per day may be assessed to companies that do not meet this requirement.
Public Registry
For all companies that “offshore” their call centers, the DOL will maintain a public registry listing each company. Companies will remain on this registry for up to five years, unless they relocate their call center operations back to the United States.
Federal Funding
Any company listed in the public registry will be ineligible to receive Federal grants or Federally guaranteed loans. These restrictions will remain in effect for five years from the date the company was added to the registry.
Consumer Transparency and Rights
For transparency purposes, the call center agents must disclose their physical location at the start of each contact. If the customer/caller requests to speak to an agent based in the U.S., the agents must transfer the customer as requested.
For AI agents, the same requirements must be met with the addition of transferring to a live agent located in the U.S.
Data Privacy
To mitigate cybersecurity risks and enhance consumer protection, this legislation encourages domestic handling of personal and financial data.
Annual Certifications
On an annual basis, each business engaged in customer service communications must certify their compliance to the Federal Trade Commission.
Implementation Timeline
If approved, this Act will start one year after approval.
Strategic Implications
For Employers
Call center organizations and businesses that contract with oversees call centers or relocate their call centers oversees, will need to evaluate the operational risks and financial implications of moving or using companies outside of the U.S.. New compliance guidelines will need to be implemented by companies to ensure they stay compliant with reporting to meet new regulatory requirements.
For Consumers
Consumers will benefit from the promises of improved data security and service quality, as well as from increased transparency and control of their interactions with call centers.
How Ellit Groups Can Help
We are here for you, to meet with you and help build a plan or assist in moving your call center to our state of the art contact center, based 100% in the U.S.
Want to see how these changes could affect your organization? Download Ellit Groups’ executive white paper for a concise analysis of the Keep Call Centers in America Act (S.2495). Explore key provisions, compliance considerations, and strategies to safeguard patient trust, stay ahead of regulatory requirements, and protect federal funding.
Ready to Take the Next Step?
If you’re reviewing your call center strategy and want expert guidance, connect directly with our strategic advisory team.
Contact Guy Tennyson:
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