Photo courtesy of AFP NEWS
A proposed United States (US) legislation that seeks to retain call center operations within the country could put thousands of jobs in the Philippines’ business process outsourcing (BPO) sector at risk, industry groups and analysts warned on Tuesday, Oct. 28.
Two pending bills in the US Congress including the ‘Keep Call Centers in America Act of 2025’ and the ‘Halting International Relocation of Employment (HIRE) Act of 2025’ aims to encourage companies to keep customer service operations onshore.
Introduced in July by Senators Ruben Gallego (D-Ariz.) and Jim Justice (R-W.Va.), the ‘Keep Call Centers in America Act of 2025’ directs the US Department of Labor to identify companies that outsource at least 30% of their call center jobs overseas.
The bill would also require offshore agents to disclose their location and whether artificial intelligence (AI) tools are being used, while allowing customers to request assistance from a US-based representative.
If enacted, the bill could penalize American firms that continue offshoring by restricting their access to federal grants or loans, said Renso Bajala, secretary general of the BPO Industry Employees Network (BIEN).
"Malinaw siya na banta. It's a threat sa kabuhayan ng milyon-milyong [Pilipino] kasi 1.9 [million] as of 2025 'yung employed sa BPO industry," he said.
Bajala also explained that the proposed measure could discourage US firms from outsourcing work to countries like the Philippines where companies typically seek lower labor costs, and instead prioritize hiring local workers in the US.
He also warned that the legislation could trigger a “domino effect” across other outsourcing destinations, including nations in Latin America, Africa, and Southeast Asia.
He added that the situation highlights the Philippines’ economic vulnerability and dependence on foreign employers, urging the government to focus on “industrialization” to strengthen local industries and create more sustainable, domestic employment opportunities.