Indian IT majors and industry bodies are growing increasingly worried about a proposed rule by the US Federal Communications Commission (FCC) that would restrict the use of offshore call centres by certain American companies.
The FCC proposed the rule on March 26, releasing it the following day, with a public comment period opening after its publication in the Federal Register. Comments are due by May 26, with reply comments due by June 22.
The rule, framed by the FCC as a consumer protection and national security measure, floats three broad interventions: capping the share of customer service calls that US providers may route to foreign call centres; requiring workers at those centres to demonstrate proficiency in spoken and written American Standard English; and mandating that providers inform customers at the start of each call whether it is being handled outside the US — and offer to transfer it to a US-based representative on request.
Industry bodies and IT majors are now preparing to contest the proposals through the public comments process, according to people aware of the matter who spoke to HT. NASSCOM, the Indian technology industry’s primary lobbying body, has confirmed it will submit comments and seek direct engagement with the FCC and relevant stakeholders.
