Posted: Friday, August 8, 2025. 10:48 am CST.
By Aaron Humes: The United States Senate has unveiled a bipartisan bill aimed at protecting American call center jobs while increasing consumer transparency in an era dominated by artificial intelligence (AI) and offshore outsourcing. The “Keep Call Centers in America Act of 2025,” spearheaded by Senators Ruben Gallego and Jim Justice, seeks to hold companies accountable that choose to relocate their call center operations abroad.
It has raised concerns in Belize according to some we have spoken with, as the Government of Belize has been actively supporting the business process outsourcing (BPO) industry as a key driver of socioeconomic growth. The Belize Trade and Investment Development Service (BELTRAIDE) has launched initiatives to bolster the local BPO sector, including the introduction of tax incentives and infrastructure development. In announcing the launch of Belize’s first Global Digital Services Investment Policy and Strategy in February, the Government Press Office reported, “Belize’s BPO sector employs approximately 20,000 people, and advancements in artificial intelligence (AI) present opportunities for the industry to move up the value chain. The Government of Belize seeks international expertise to assess the current landscape, analyze growth trends, and develop a strategy and action plan. This strategy will develop business cases to promote higher-value services and position Belize’s BPO industry as a competitive global digital services sector. The focus on the Orange Economy is driven by its inclusion of activities such as animation, software development, digital art, social media entertainment, and gaming – areas that show significant growth potential in the global digital services market.”
The legislation introduces several key measures designed to deter offshoring, including a requirement for firms intending to move call centers overseas to notify the Department of Labor at least 120 days in advance, CBS News reports. The bill also mandates that a public list of these companies be maintained for five years, making them ineligible for federal grants and loans. Furthermore, firms that relocate would face restrictions on federal contracts, prioritizing domestic operators for such opportunities.
A central aspect of the legislation focuses on consumer rights, requiring call center agents to disclose their physical location and whether AI is employed during customer interactions. Customers will also have the option to request a transfer to U.S.-based call centers if they prefer human interaction. The bill has garnered support from several organizations, including the Communications Workers of America (CWA). CWA’s Director of Government Affairs, Dan Mauer, stated, “This legislation protects U.S. call center jobs and addresses the growing threats posed by AI and offshoring.” Advocates emphasize the importance of safeguarding jobs and enhancing data security, which can be jeopardized by reliance on overseas or AI-managed call centers.
However, the proposal has sparked concern among industry stakeholders, who argue that it could stifle innovation and hinder adaptability. Tech leaders, including Larry Fleischman of Datamatics, advocate for a balanced approach that harnesses AI to improve customer service without eliminating jobs. Critics like Roland Polzin of Wing Assistant warn that excessive regulation may impede the industry’s growth and flexibility.
The impending legislation comes in response to increasing consumer dissatisfaction with automated systems. A recent survey indicated that approximately 70 percent of Americans prefer speaking with human representatives rather than dealing with automated responses. Additionally, worries over data privacy risks linked to offshoring and AI usage continue to mount.
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The post Call me maybe? Thousands of Belizean BPO workers could lose job if new US Bill passes to bring BPOs back to America appeared first on Belize News and Opinion on www.breakingbelizenews.com.
Posted: Friday, August 8, 2025. 10:48 am CST. By Aaron Humes: The United States Senate has unveiled a bipartisan bill aimed at protecting American call center
The post Call me maybe? Thousands of Belizean BPO workers could lose job if new US Bill passes to bring BPOs back to America appeared first on Belize News and Opinion on www.breakingbelizenews.com.
