Proposed US law to keep call center jobs in America could impact Caribbean nations

U.S. lawmakers have introduced new legislation aimed at curbing the outsourcing of call center jobs, a move that could also have major implications for Caribbean economies that rely heavily on business process outsourcing (BPO).

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Congresswoman Kristen McDonald Rivet (MI-08) and Congressman Brian Fitzpatrick (PA-01) unveiled the bipartisan Keep Call Centers in America Act of 2025, designed to discourage companies from moving call center operations abroad. The bill would require businesses to notify the Department of Labor before relocating work overseas, penalize companies that offshore customer service roles, and mandate that customers be informed if their call is being handled outside the U.S. or by artificial intelligence.

“Shipping call centers overseas kills American jobs and causes headaches for consumers,” McDonald Rivet said. Fitzpatrick added that outsourcing “weakens our economic security, erodes consumer protections, and removes jobs and investment from our communities.”

Call centers currently employ about three million Americans, but automation and outsourcing are threatening those jobs, the lawmakers say. The Bureau of Labor Statistics projects that 150,000 U.S. call center jobs could disappear by 2033.

While the measure is framed as a boost for U.S. workers, it could have knock-on effects for countries like Jamaica, the Dominican Republic, and Belize, where call centers are a cornerstone of the services economy. The BPO industry is one of the fastest-growing employment sectors in Jamaica, employing more than 60,000 people, while Belize and other Caribbean nations have leaned on the sector to create stable jobs for young professionals.

Belize’s BPO sector employs more than 16,000 people and pays out roughly US$150 million in annual salaries.

Economists warn that if U.S. companies are discouraged—or even penalized—for sending work offshore, Caribbean nations could face slower growth in one of their key industries. “The U.S. legislation may strengthen protections for American workers, but it will likely mean fewer opportunities for outsourcing contracts in the Caribbean,” one Kingston-based analyst said. “That could affect thousands of livelihoods in Jamaica alone.”

The bill also includes provisions requiring call center workers to tell customers where the call center is and/or whether artificial intelligence is being used. The worker would also be required to transfer the customer to a call center in the U.S. if they request it, further limiting the role of foreign-based agents in serving American consumers.

Companion legislation has already been introduced in the Senate by Senators Ruben Gallego (D-AZ) and Jim Justice (R-WV). As the bill moves through Congress, Caribbean governments and industry stakeholders will be watching closely, since the outcome could determine the future trajectory of the region’s outsourcing sector.