The Federal Communications Commission has opened a public comment period on a proposed rule aimed at limiting the use of foreign call centers and strengthening standards for companies that continue to operate offshore customer service operations.
The proposal, published in the Federal Register, outlines multiple actions intended to address activity at offshore call centers, with a focus on improving customer service communications and protecting consumers’ sensitive personal information.
Federal Register Notice and Comment SubmissionÂ
The full notice is available in the Federal Register:Â
View the FCC Proposed RuleÂ
Electronic comments on the proposal can be submitted through the FCC’s filing system:Â
Submit or Search Filings (ECFS)Â
Scope of Consumer Communication ProtectionsÂ
In addition to traditional phone calls, the FCC is seeking input on whether the proposed consumer protections should extend to other forms of communication. These include emails, text messages, and online chat platforms used for customer service interactions.
Measures to Address Unlawful Foreign-Originated CallsÂ
The proposal also explores mechanisms to reduce unlawful calls originating outside the United States. One area under consideration is the use of financial deterrents, such as requiring foreign entities to post a bond. This approach is intended to increase the cost and risk associated with transmitting illegal or scam communications into the U.S.Â
Services and Providers CoveredÂ
The proposed rule is designed to apply broadly across multiple types of service providers. This includes traditional wireline and wireless carriers, interconnected VoIP providers, cable television operators, satellite service providers, and companies offering internet access services.Â
Consideration of Expanded ApplicabilityÂ
The FCC is also requesting feedback on whether the proposed requirements should be extended to additional categories of service providers not explicitly identified in the notice. This inquiry is intended to assess whether the rule should evolve alongside changing methods of customer communication.Â
Author:Â Jennifer Evancic
Jennifer.Evancic@ResourceManagement.com
Jennifer Evancic is a third-party auditor valued by creditors and large organizations for her knowledge in call monitoring within the collections industry. With meticulous attention to detail and a firm grasp of regulatory requirements, she ensures compliance with clients’ criteria and state and federal regulations.
Jennifer audits collections calls, ensuring they meet client-specific criteria and comply with regulations, providing valuable insights and maintaining industry standards.
Beyond her auditing responsibilities, Jennifer takes the lead in organizing and facilitating monthly call calibrations. These sessions serve as a collaborative forum where clients and their vendors come together to discuss call monitoring results and address any findings or areas for improvement. Jennifer’s guidance fosters open communication and ensures alignment between clients and vendors, driving continuous improvement in collections practices.
Jennifer stays up-to-date with compliance and industry best practices by participating regularly in peer meetings, regulatory updates and industry webinars. This keeps her informed about emerging issues and ensures she remains a knowledgeable leader in collections compliance.
