In response to widespread frustration with automated customer service systems and growing concern over Artificial Intelligence-driven job loss, Senators Ruben Gallego and Jim Justice have introduced the bipartisan ´Keep Call Centers in America Act of 2025.´ The bill aims to protect the nearly three million Americans employed in call centers by discouraging employers from offshoring these roles and mandating consumer transparency regarding whom and what technology they are communicating with during customer service calls.
Core proposals in the bill include requiring businesses that export call center operations overseas to notify the Department of Labor (DOL) at least 120 days in advance. The DOL would be tasked with compiling and maintaining a public list of companies that have relocated call center jobs offshore, with such companies remaining listed for five years unless they bring jobs back to the U.S. Businesses flagged on the list would become ineligible for new federal grants and guaranteed loans, while domestic employers maintaining U.S. call centers would receive preference in federal contracting. Furthermore, the DOL is directed to monitor and report on call center job losses attributable to Artificial Intelligence deployment.
Consumer protection measures are central to the legislation. The proposed law would require call center agents to disclose their physical location and clarify if interactions involve Artificial Intelligence. Customers would be guaranteed the right to request transfer to a U.S.-based human agent. Senator Gallego emphasized the bill as a response to consumer demand for human interaction and robust data privacy safeguards, noting heightened risks when sensitive personal data is handled outside the country or by automation. The Communications Workers of America union has endorsed the bill, citing its potential to stem both offshoring and the unchecked replacement of workers with Artificial Intelligence systems. Senator Gallego acknowledged that some job displacement due to technology is inevitable but stressed the importance of consumer choice and transparency in the evolution of customer service.
