WASHINGTON – Today, Senator Jim Justice (R-WV) and Senator Ruben Gallego (D-AZ) introduced the Keep Call Centers in America Act:
“West Virginians and all Americans deserve good service. When folks pick up the phone and ask for help, they shouldn’t have to deal with AI robots or be routed to someone across the world. This bill puts American workers first and ensures people can talk to a real person who understands them when they need help,” said Senator Jim Justice.
“If you’re calling customer service, chances are your day isn’t going great. On those frustrating days, you should be able to talk to a real human being right here in the U.S.,” said Senator Ruben Gallego. “My bill will encourage companies to keep their call centers in the U.S. and require that they tell you up-front if you’re talking to an AI bot – protecting American jobs and making your day easier.”
Read the story about the bill here.
BACKGROUND:
The Keep Call Centers in America Act would:
- Require companies to report to the Department of Labor (DOL) when moving call center operations outside of the United States. DOL would maintain a publicly available list of companies that have offshored call center operations.
- Employers on the list are ineligible for new federal awards and if they have an existing award, the company must pay a monthly penalty and are ineligible if they are still on the list in one year.
- Require agencies to give preference to employers not on the list when awarding contracts.
- Require call center workers to disclose the location of the call center or if AI is being used and must transfer communications to a call center in the US, if requested by a customer.
- Require a DOL report on the amount/location of federal call center work and on job losses associated with AI use for customer service.