Nicole Donahue
VP of Sales
Why the Keep Call Centers in America Act 2025 Matters for Call Center Operations
If your company outsources any part of its call center or customer service operations, the Keep Call Centers in America Act 2025 is something you’ll want to keep an eye on. This proposed legislation targets offshore call center regulations, funding eligibility, and how companies use both people and AI in customer conversations.
It’s not law yet, but it’s already giving us a pretty good sense of where federal expectations are moving. And if you’re in HR, operations, customer experience, or compliance, understanding this early will help you prepare without scrambling later.
Our goal here is to break it down in a clear, friendly way and help you understand what the bill says and how you can plan ahead.
What the Keep Call Centers in America Act 2025 Requires and Why It Matters
Let’s walk through what’s in the bill and how it affects organizations using offshore customer service models.
Key Components of the Keep Call Centers in America Act 2025
1. A public Department of Labor list of companies that offshore call center work
The bill requires the Department of Labor to publish a list of companies that relocate call center jobs overseas. For a reference point, you can take a look at the WARN database here.
Think of this as a visibility measure. It’s not a direct penalty, but it does increase accountability and can influence how partners, customers, and stakeholders see your CX strategy.
2. Companies that offshore may lose access to federal grants and loans
Another major element of the Keep Call Centers in America Act 2025 is that companies offshoring call center work may become ineligible for certain federal grants and loan programs.
Explore SBA examples here.
If your organization relies on federal incentives for growth or stability, this becomes a significant U.S. call center compliance consideration.
3. Federal contract call center work must be performed inside the U.S.
If your company handles customer service work tied to a federal contract, the bill requires that work to be done domestically. Explore National Law Review for in-depth details.
Even if you aren’t in the federal space right now, these standards often end up influencing commercial expectations too.
4. Companies must provide 120 days’ notice before offshoring
If you’re moving call center operations offshore, you’ll need to give the Department of Labor at least 120 days’ notice. Yahoo Finance breaks down the timing.
This longer lead time changes how companies plan vendor transitions and manage internal communications.
5. Companies must tell customers if they’re speaking with an offshore agent or AI
This is the part most people have heard about. Transparency is the theme here. If customers are speaking with offshore support or interacting with AI, the company needs to disclose it.
Helpful resources:
This aligns with larger trends around AI disclosure requirements in customer service.
How the Keep Call Centers in America Act 2025 Impacts Companies Using Offshore Call Centers
Let’s talk about what this means for your operations.
1. More regulatory and reputational scrutiny
If your CX model relies heavily on offshore operations, you’ll likely see more visibility and more pressure to justify that choice as offshore call center regulations evolve.
2. Higher demand for U.S. based call center hiring
If organizations begin shifting work back onshore, demand for domestic CSR talent will increase. This makes proactive call center workforce planning even more important. Here’s the current BLS outlook.
3. Updates to cost models and staffing strategies
Moving work onshore usually requires adjustments to wage structures, training programs, hiring funnels, and hiring velocity. It’s not necessarily a negative shift, but it does require thoughtful planning.
4. Possible impacts on customer experience
If companies bring call center work back onsite or to U.S. based partners, it may affect onboarding timelines, handle times, and workforce coverage. A smooth transition means coordinating closely with your CX and operations teams.
Industries Most Affected by the Keep Call Centers in America Act 2025
Some sectors will feel the impact earlier than others. These include:
- E commerce and retail
- Logistics, distribution, and 3PL
- Healthcare and insurance
- Financial services
- Technology and consumer products
- Government contractors
These industries tend to rely on high volume customer service operations and may need to respond earliest to changes in offshore call center regulations.
How Companies Can Prepare for the Keep Call Centers in America Act 2025
Here’s what you can start doing now to stay ahead of the curve.
- Map your full customer service footprint
Before you make any decisions, get a clear picture of where everything is happening today. Onshore, offshore, vendor based, hybrid, or AI supported. It’s the foundation of smart contact center compliance planning.
- Review contracts tied to federal programs
If any part of your business relies on federal funding or incentives, this bill becomes even more relevant.
- Build a domestic staffing forecast
This isn’t a commitment. It’s simply smart planning. If work needed to shift onshore, what roles would you need? How fast? What skills? This is core call center workforce planning.
- Review your AI disclosures and scripts
Make sure AI usage is clear and compliant. Reference guidance:
https://www.nist.gov/itl/ai-risk-management-framework
- Review vendor agreements for notice or compliance requirements
Pay close attention to SLAs, notice periods, and requirements related to offshore service models.
How Staffing Partners Can Support Compliance with the Keep Call Centers in America Act 2025
Preparing for this kind of shift can feel overwhelming, especially if you’re trying to protect your customer experience at the same time. This is where staffing partners can make the biggest difference.
At Integrity, we help organizations navigate transitions like this by providing:
- High volume U.S. based call center hiring
- Flexible staffing options that scale with demand
- Domestic CX workforce solutions that work alongside AI and automation
- Workforce management support to protect service levels during changes
We’re focused on helping you stay compliant and confident while keeping customer service strong.
What the Keep Call Centers in America Act 2025 Means for the Future of Customer Experience
Whether the bill passes as-is or evolves over time, it’s clear the federal government is leaning toward more transparency, clearer workforce disclosures, and stronger support for U.S. based jobs.
If you prepare now, you’ll be in a much better position when regulations shift. That means smoother operations, better CX continuity, and fewer compliance surprises.
About the Author
With deep experience in national sales and client strategy, Nicole Donahue helps organizations build smarter, more resilient call center teams through tailored workforce solutions at Integrity Staffing Solutions.
Connect with her on LinkedIn or book time with her to discuss your call center workforce strategy and planning.
