Breaking Down the Keep Call Centers in America Act 2025 - Orion 7 Solutions

Congress has introduced new bipartisan legislation that could reshape how companies support and service their customers. The Keep Call Centers in America Act of 2025 (S.2495) is sponsored by Senator Ruben Gallego (D-AZ) and Senator Jim Justice (R-WV). Unlike past attempts, this version may carry more weight because it aligns with the current administration’s priorities around U.S. jobs and AI transparency.

For CX leaders, BPO executives, and companies that rely on federal contracts, this bill isn’t just a footnote in Washington. If it advances, it could redefine outsourcing strategies, AI deployment, and customer disclosure.

What the Bill Proposes

Here’s a plain-English breakdown of the current version:

• Advance Notice to the Department of Labor
  Employers must notify at least 120 days before relocating or outsourcing call center work overseas.
• Public “Offshore List”
  The Department of Labor (DOL) will maintain a public list of companies that moved call center work offshore. Firms remain on the list for five years unless they return jobs to the U.S.
• Federal Funding Restrictions
  Companies on the list become ineligible for new federal grants and loans. Existing awards face penalties and possible cancellation if non-compliance continues.
• Federal Contracting Rules
  Agencies must give preference to U.S.-based companies and require all federal call center work to be performed in the U.S.
• Customer Disclosure Requirements
  At the start of each interaction, customers must be told:
  1. Where the agent (or AI) is located.
  2. If AI is being used.
     Customers must be transferred to a U.S.-based human agent if they request it.
• Annual DOL Report
  The Department of Labor must publish data on federal call center work, including any job losses tied to AI adoption.

The bill applies to employers with 50 or more employees, or 50 employees working 1,500 aggregate hours per week.

Why This Version May Be Different

A similar bill in 2019 claimed bipartisan support, but in reality, it leaned more heavily Democratic with only limited crossover backing. This time, sponsorship is more balanced, and the bill’s goals—protecting U.S. jobs and requiring AI transparency—fit closely with the current administration’s stated priorities.

That doesn’t guarantee passage, but it does give this version more traction than its predecessors.

Why It Matters for CX Leaders

If you run a contact center, manage BPO partners, or oversee AI strategy, here’s what’s at stake:

• BPO Strategy Risk
  Offshore vendors could create compliance and funding exposure if the bill moves forward.
• AI Adoption Risk
  Mandatory disclosures may change customer behavior. If customers consistently request U.S. agents, AI ROI could shift.
• Federal Contract Exposure
  For companies with federal contracts, ineligibility would represent a direct financial hit.
• Customer Trust and Brand Impact
  Beyond compliance, transparency could become a brand differentiator—especially in industries where trust is critical.

A Strategic Lens

At Orion 7 Solutions, we’re developing early-stage models to help CX leaders interpret risk and opportunity in moments like this. Tools like a Predictive Experience Risk Index (PERI), Experience Friction Index (EFI™), and Customer Difficulty Index (CDI™) are designed to connect operational exposures to business outcomes. These frameworks are evolving, but they already help leaders frame the questions that matter:

• How much financial exposure do we carry if rules change?
• What friction would mandatory disclosures add—or reduce—in customer journeys?
• How will agents and AI strategies need to adapt if transparency becomes law?

What to Do Next (For Now)

This bill is still in committee. Like its predecessors, it may never reach the floor. But if it does, the impact will be significant.

The key action today is awareness:

1. Know it exists. Recognize that a bipartisan bill is on the table, with stronger alignment to administration priorities than past attempts.
2. Know your exposure. Take a high-level look at your vendor footprint and jurisdictions. If your operations rely heavily on offshore centers or federal contracts, you may be more impacted than your peers.
3. Stay informed. Don’t overreact, but don’t ignore it either. Orion 7 will track the bill and provide updates at each stage.

👉 Register at Orion7Solutions.com to stay current as this legislation develops.

Our Role in the Conversation

At Orion 7 Solutions, we’re not just analyzing this bill from the outside. We’ve reached out to Senator Gallego’s office to offer perspective as a local CX and contact center expert. Our goal is to ensure that industry insights are part of the conversation as this legislation moves through committee.

We’re also gathering feedback from CX leaders across the country. If this legislation affects your strategy—or if you want your perspective shared with policymakers—now is the time to engage.

📌 Call to Action:
Stay ahead of this legislation—and make sure your voice is heard. Register for updates and book a 15-minute strategy call with me.