Keep Call Centers in America Act of 2025: Why, How, and Tips for a Future-Proof Business

As a community grounded in empowerment, CCWomen is prepared to support customer contact leaders navigating an uncertain and ever-changing economic terrain. In recent months, various congress members have proposed legislation to prioritize US-based call centers and adopt more transparent customer communication. Known as S.2495 Keep Call Centers in America Act of 2025, the bill is now also present in the House.

Should this come to pass, what does it mean for existing BPOs? How does it impact current and future operations, and what can businesses do to minimize disruptions?

Here, we provide a rundown of S. 2495 and H.R. 4954, what both may mean for BPOs, and how our larger company, Customer Management Practice, can serve as your dedicated knowledge hub amid potential shifts.

What is the “Keep Call Centers in America Act of 2025”?

On July 29th, 2025, senators Ruben Gallego (D-AZ) and Jim Justice (R-WV) proposed a bill that requires BPOs to provide heightened visibility over their offshore call centers, rendering them ineligible for federal grants. Additionally, if requested by the customer, call center agents must disclose their location and whether AI is being used during their interaction.

In August, representatives Kristen McDonald Rivet (D-MI-8) and cosponsor Brian K. Fitzpatrick (R-PA-1) introduced companion legislation to the House.

Who does this bill impact? 

The “Keep Call Centers in America Act of 2025” affects BPOs that contract call centers outside the United States, as well as companies that use offshore support. Unless a BPO or business returns call center operations to the United States and employs the same number of agents as, or more than, those outside the U.S., it will be included on a public Department of Labor list.

For the duration that the BPO remains on this list, it cannot apply for federal grants or loans for five years. If it’s added to the list after receiving monetary aid from the government, it must pay a substantial monthly penalty.

How can BPOs future-proof their companies?

We can’t guarantee whether this bill will pass and become law. But change is constant, and BPOs must prioritize adaptability and resilience to stay ahead of the curve. As your trusted partner and intelligence firm, Customer Management Practice is here to help you close gaps. 

As for CCWomen, our mission remains the same: we’ll continue to revolutionize the customer contact industry, one woman, one call center, one BPO, and one business entity at a time. Whether you need to deepen your understanding or develop a future-proof operational strategy, our community is dedicated to fostering productive dialogue and providing the resources you need to navigate the waves of any storm.

Download the CMP Public Policy Toolkit today and set your business up for growth no matter the landscape.

Disclaimer: This blog post, along with the CMP Public Policy Toolkit, exists for informational purposes only. Please consult an attorney for legal advice.