There has been a surge in political talk about bringing customer service operations back to the United States. Several proposals have been discussed that would require businesses that handle sensitive customer interactions to provide US based representatives. Some drafts would force companies to disclose whether an agent is inside or outside the country, others would create financial penalties for outsourcing.
The industry is huge and has seen growing public frustration with overseas call centers. Many companies claim they save money by outsourcing, but customer satisfaction scores, regulator pressure, and new legislation may change the business landscape.
This market resolves to YES if Congress passes any measurable federal bill by the end of the first quarter of 2025 that requires customer service or customer support for US consumers to be performed inside the United States. The size of the mandate does not matter. Even a partial requirement or any bill that forces US based handling of calls in regulated sectors counts. It must be signed into law.
Resolves to NO if nothing is passed and signed.
1,000Insider take. Companies have been skating by with poor offshore service for years and the complaints are exploding. Federal regulators have been quietly preparing language that would require sensitive or financial customer service calls to be handled on US soil. Most people do not know this. The question is whether Congress moves on it early in 2025.