2026年3月4日 晚上10:41 UTC / 路透社
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美国联邦通信委员会（FCC）主席布伦丹·卡尔于2025年9月9日在美国华盛顿特区举行的美国商会2025年全球航空航天峰会上发表讲话。路透社/安娜贝尔·戈登/资料图片
华盛顿，3月4日（路透社） – 美国联邦通信委员会周三表示，正在考虑限制美国电信公司使用外国呼叫中心，并要求外国籍客服人员熟练掌握美式标准英语。
FCC主席布伦丹·卡尔表示，该委员会计划于本月就一项提案进行投票，该提案要求通信服务提供商的呼叫接听人员必须熟练掌握美式标准英语，同时还将考虑是否对来自海外呼叫中心的通话量进行限制，是否允许消费者要求将通话转接到美国境内地点，或要求服务提供商披露呼叫中心的位置。
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上周，FCC批准了Charter Communications（CHTR.O）以345亿美元收购Cox Communications的交易，并表示Charter将在18个月内将Cox目前在海外处理的所有工作职能转移至美国本土。
卡尔指出，近70%的美国企业将至少一个部门（包括客户服务和呼叫中心运营）外包到海外地区。
“因此，由于文化和语言障碍，太多美国人难以通过客服代表解决问题，”卡尔表示，并补充称外国客服中心“还引发了对保护消费者个人信息的担忧”。
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Verizon表示已知悉该事项，正在对其进行审查。AT&T（T.N）和T-Mobile（TMUS.O）未立即置评。
FCC正在征求意见，以确定其法律权限范围以及规则对受该机构监管的通信服务提供商运营的外国呼叫中心的适用性。
卡尔称，外国呼叫中心导致自动语音电话大幅增加，有时还利用合法呼叫中心的培训和基础设施对美国人进行欺诈。
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US agency considers limits on telecom foreign call centers, requiring English proficiency
March 4, 2026 10:41 PM UTC / Reuters
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Federal Communications Commission (FCC) Chair Brendan Carr speaks during the U.S. Chamber of Commerce 2025 Global Aerospace Summit in Washington, D.C., U.S., September 9, 2025. REUTERS/Annabelle Gordon/File Photo
WASHINGTON, March 4 (Reuters) – The Federal Communications Commission said on Wednesday it is considering limits on U.S. telecom firms’ use of foreign call centers and requiring foreign-based customer service workers to be proficient in American Standard English.
FCC Chair Brendan Carr said the commission plans to vote this month on a proposal to require call takers at communications providers to be proficient in American Standard English, whether to impose limits on call volume from overseas call centers and whether to allow consumers to request to transfer calls to a U.S.-based location or to require providers to disclose the location of the call center.
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Last week, the FCC approved Charter Communications’ (CHTR.O) $34.5 billion acquisition of Cox Communications and said Charter will onshore all of the job functions currently handled offshore by Cox within 18 months.
Carr noted that nearly 70% of U.S. businesses outsource at least one department, including customer service and call center operations, to overseas locations.
“As a result, too many Americans have struggled to resolve an issue with a representative due to cultural and language barriers,” Carr said, adding foreign customer service centers “also raise concerns about protecting consumers’ personal information.”
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Verizon said it is aware of the item and is now reviewing it. AT&T (T.N) and T-Mobile (TMUS.O) did not immediately comment.
The FCC is seeking comments on the extent of its legal authority and applicability of rules to foreign call centers operated by communications providers regulated by the agency.
Carr said foreign call centers have contributed to a major increase of robocalls and have at times used training and infrastructure from legitimate call centers to defraud Americans.
Reporting by David Shepardson; Editing by Mark Porter
Our Standards: The Thomson Reuters Trust Principles.
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