US “Keep Call Centers in America” Bill Could Shake Jamaica’s BPO Industry
Jamaica Live News Desk- Aug 13-2025
Jamaica’s booming call centre and Business Process Outsourcing (BPO) industry could soon face major challenges if a new bill making its way through the United States Congress becomes law. The proposed S.2495 – Keep Call Centers in America Act of 2025 aims to discourage U.S. companies from moving customer service jobs overseas—a move that could significantly impact the thousands of Jamaicans employed in the sector.
What the Bill Proposes
The bipartisan legislation, introduced introduced on 07/29/2025 by U.S. Senators Ruben Gallego (D-Arizona) and Jim Justice (R-West Virginia), contains several provisions designed to keep call centre jobs on U.S. soil. If passed, it would:
- Require companies to notify the U.S. Department of Labor at least 120 days before moving call centre operations abroad.
- Create a public “offshoring list” naming companies that relocate jobs overseas, keeping them listed for up to five years.
- Bar listed companies from receiving new U.S. federal grants, loans, or contracts, and penalise those who previously benefited from such awards.
- Mandate that customer service agents disclose their location and whether they are human or AI, and allow customers to request a transfer to a U.S.-based human agent.
- Give preference in federal contracts to companies not on the offshoring list.
Supporters of the bill argue it will protect American workers and ensure better customer service, but critics warn it could hurt global outsourcing markets—especially in developing economies like Jamaica.
Several countries are popular locations for call centers supporting American companies, with India, Jamaica, the Philippines, Canada, and Ireland being frequently cited as leading destinations.
Other notable countries include Poland, Malaysia, South Africa, and Brazil.
Why Jamaica Should Be Concerned
Jamaica has spent the past two decades building itself into a nearshore outsourcing powerhouse, offering U.S. companies competitive labour costs, English-speaking talent, and close time zone alignment. The sector now employs over 60,000 Jamaicans and contributes hundreds of millions of US dollars annually to the economy.
Many major American brands—from telecommunications and finance to healthcare and retail—operate customer service hubs in Jamaica. If U.S. firms fear losing access to federal contracts or attracting public criticism for offshoring, they may scale back their Jamaican operations or halt expansion plans altogether.
This could lead to:
- Reduced job growth in Jamaica’s BPO industry.
- Increased competition from other outsourcing hubs that may adapt faster to U.S. regulations.
- Pressure on Jamaican firms to invest in compliance measures and higher-value services to retain U.S. clients.
Potential Shifts in Strategy
To remain competitive in this shifting landscape, Jamaican BPO operators may need to:
- Focus on specialised, high-skill services such as technical support, data analytics, and AI-assisted customer care—areas less likely to be “reshored” to the U.S.
- Market Jamaica’s strengths—such as cultural affinity, high-quality English communication, and proven service reliability.
- Develop hybrid operational models, where certain critical functions are handled onshore in the U.S. while bulk operations remain in Jamaica.
Industry advocates also stress the need for government engagement with U.S. policymakers to safeguard Jamaica’s place as a trusted outsourcing partner.
Opportunities in the Challenge
While the bill poses risks, it could also push Jamaica’s BPO sector to move up the value chain—offering services that go beyond basic call centre functions.
Investments in technology infrastructure, cybersecurity, and workforce training could make Jamaica a leader in premium outsourcing, not just low-cost customer support. Such a transformation would not only secure existing jobs but create new, higher-paying roles in IT, software support, and business analytics.
If this Bill becomes Law, Jamaica will not be the only country affected. Countries like the Philippines are widely considered to be the country with the most American call centers, largely due to their large number of English speakers and lower labor costs. Other countries like India and Mexico will also be affected.
The Road Ahead
The Keep Call Centers in America Act of 2025 is still at the introduced stage in the U.S. Senate, meaning it must pass several legislative hurdles before becoming law. However, the debate it has sparked signals a growing political and public push in the U.S. against offshoring—a trend Jamaica’s policymakers and business leaders cannot afford to ignore.
For now, the message to Jamaica’s BPO industry is clear: prepare, innovate, and diversify—because the global outsourcing game is changing, and those who adapt fastest will win.