How Covisian’s global delivery model aligns with evolving U.S. customer service standards

A new proposal published by the Federal Communications Commission (FCC) could introduce significant changes in how customer service operations are structured and governed across the United States.

The initiative, titled “Improving Customer Service and Protecting Consumers Through Onshoring”, introduces a series of proposed requirements focused on improving customer protection, increasing operational transparency, and strengthening standards for companies handling U.S. customer interactions.

The proposed FCC rules specifically target offshore call center operations and could require organizations to ensure that part of their customer service operations are handled within the United States, while introducing higher standards of accountability and communication.

While the legislation is still under review, it reflects a shift from mere operational efficiency toward stronger governance and customer trust. For organizations that rely heavily on offshore customer service models without a U.S. operational presence, the proposed changes could require significant adjustments to their delivery structure.

“Many offshore call centers that manage U.S. customers have no U.S. presence at all,” said Bart Miller, CEO of Covisian USA. “Part of the proposed legislation would require at least a portion of customer interactions to be handled within the United States. At Covisian USA, we already operate with multiple U.S. locations across Kansas City, New York City and Chicago, alongside scalable nearshore capabilities in Colombia, which positions us well for this evolution of the market.”

The proposal also introduces stricter expectations around English proficiency requirements for customer-facing operations, another area where Covisian USA already applies established operational standards across its delivery network.

“In practice, the requirements being discussed are already part of how we operate today,” Miller added. “That gives our clients an advantage because they can rely on a customer service model that is already aligned with where the U.S. market is heading, without needing to redesign operations later.”

Beyond the discussion around onshoring, the proposed FCC rules also reinforce a broader transformation in customer operations.

Covisian USA’s operating model combines U.S.-based customer service operations with scalable global delivery capabilities, unified governance frameworks and real-time operational management designed to maintain quality and consistency across customer interactions.

This approach allows organizations to balance operational flexibility, local accountability and scalable service delivery within a single customer operations framework while adapting more effectively to evolving market and regulatory expectations.

As FCC proposals continue to shape the future of customer service and offshore call center operations in the United States, organizations with established governance structures and operational readiness may be better positioned to turn regulatory change into a long-term competitive advantage.