New Bill Targets Protection for American Call Center Jobs and Consumer Rights Against AI
Frustrated with automated phone systems? You're not alone. About 70% of Americans dislike dealing with automated customer service instead of a real person. Recognizing this, Senator Ruben Gallego has introduced a bill to ensure consumers can speak to human agents based in the U.S., if they choose.
The bill also addresses concerns about artificial intelligence (AI) replacing American call center jobs. With nearly three million Americans employed in call centers, according to the Bureau of Labor Statistics, the stakes are high for workers and customers alike.
What the "Keep Call Centers in America Act of 2025" Does
- Call Center Relocation Notification: Companies must inform the Department of Labor (DOL) at least 120 days before moving call center jobs overseas.
- Public Employer List: The DOL will keep a public list of companies that relocate call centers abroad. Employers stay on this list for five years unless they bring jobs back.
- Federal Funding Restrictions: Companies on the list cannot receive new federal grants or guaranteed loans. Those that keep jobs in the U.S. will get preference for federal contracts.
- Tracking AI Job Impact: The DOL will monitor call center job losses related to AI technology.
Consumer Protections Built Into the Bill
- Location Disclosure: Call center agents must immediately tell callers their physical location.
- AI Transparency: Agents must disclose if AI is being used during the call.
- Choice to Speak to U.S.-Based Agents: Customers can request to be transferred to a U.S.-based call center if they prefer.
Senator Gallego emphasizes that consumers want clear options when contacting support. “People want to have the option of speaking to a human or AI,” he said. This transparency also safeguards consumer data by ensuring U.S.-based agents handle sensitive information.
Balancing AI Use and Job Security
Gallego acknowledges AI will affect jobs but stresses it can't be stopped entirely. He supports AI use when it improves customer experience, as long as customers know whether they’re interacting with a bot or a human.
“If someone has a really good experience with an AI bot, there won’t be a problem as long as that person knows they’re talking to AI versus to a human,” the senator explained.
Support from the Communications Workers of America
The Communications Workers of America (CWA) backs the bill. Dan Mauer, CWA Director of Government Affairs, said the legislation protects U.S. jobs and tackles threats from AI and offshoring.
He added, “Historically, companies have offshored customer service jobs to avoid paying good union wages and benefits. Now companies are using AI to de-skill and speed up work and displace jobs, which undermines worker rights and degrades service quality for consumers.”
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