S. 2495: Keep Call Centers in America Act of 2025

This bill generally requires businesses to make U.S.-based, human customer service agents available to consumers and makes certain businesses ineligible for federal loans or grants if they relocate a call center overseas or contract for overseas call center work.

Generally, at the beginning of a customer service communication, agents must disclose their location and, if the agent is outside of the United States, that the consumer may request immediate transfer to a U.S.-based agent. Businesses that use artificial intelligence (AI) for customer service communications must also disclose that a nonhuman AI or machine is being used and that the consumer may request immediate transfer to a U.S.-based, human agent.

Separately, the Department of Labor must maintain a list of businesses that operate call centers of a specified size and that either relocate a call center out of the United States or contract call center work overseas. Businesses must generally remain on the list for up to five years, but Labor must remove a business from the list if the business meets certain requirements.

Written by the Congressional Research Service, Library of Congress.