What changing rules mean for your conversations.
Short, plain briefs on the regulations that touch contact-center conversations, written by people who run a floor that has to comply with them. Not legal advice; a starting point for the questions to ask.
The rules that touch a conversation.
Pick a development to see what changed, who it hits, what to check in your own conversations now, and how scoring every call, not a sample, closes the exposure.
The FCC adopted a proposal titled Improving Customer Service and Protecting Consumers through Onshoring. It would require English proficiency for offshore call-center staff, a cap on the share of calls handled abroad, a disclosure when a call is handled outside the United States, a consumer right to transfer to a domestic agent, and a bar on offshore handling of certain sensitive transactions. It is a proposed rule, open for comment, not final.
Providers that use offshore contact centers. The core proposal targets phone, cable, and broadband providers, and the FCC asked whether to extend it more broadly.
Whether your offshore calls would clear a proficiency and disclosure bar, and which of your call types touch the sensitive transactions the proposal would restrict.
Score language clarity, the required disclosures, and transfer handling on every call, so you can measure today where you would stand if this becomes final, instead of guessing from a 2 percent sample.
From August 2, 2026, the EU AI Act's Article 50 transparency rules apply. An AI system that interacts with a person must make clear the person is dealing with AI, and generative outputs must be marked as AI-generated. Deepfakes must be labeled.
Anyone running AI agents that talk to customers in the EU, and a strong signal of where disclosure rules are heading elsewhere.
Whether your AI agents disclose that they are AI, clearly and early, on every conversation, not only in a footer or a help article.
Make AI-identity disclosure a scored line on your AI Agent QA scorecard and check it on 100 percent of AI conversations, so a missed disclosure surfaces the day it happens.
California's SB 243 took effect on January 1, 2026. It requires companion chatbots to clearly tell users they are AI where a person could otherwise be misled, with added protections for minors and safety protocols for sensitive moments.
Operators of companion and character chatbots directly, and more broadly anyone watching how consumer-facing AI disclosure rules are taking shape state by state.
Whether your consumer-facing AI clearly discloses that it is AI, and how it handles signs of distress or a request to reach a person.
Score every AI conversation for the disclosure and for how it handles escalation and sensitive moments, with the evidence pinned, rather than sampling and hoping.
The FCC ruled that calls using AI-generated or cloned voices are artificial under the Telephone Consumer Protection Act. They are not banned, but they fall under the same prior-express-consent rules as other prerecorded or artificial-voice calls.
Anyone using AI voice in outbound calling, and increasingly anyone deploying inbound AI voice agents.
Whether your AI-voice calls have the consent the TCPA requires, and whether the agent identifies itself where that applies.
Score every AI-voice conversation for the consent and identification steps, not a sample, so a missing consent is caught the day it happens rather than in a complaint.
Regulation F, the CFPB's rules under the Fair Debt Collection Practices Act, sets specific requirements for debt-collection communications: contact-frequency limits, required disclosures, and limits on certain conduct. It is not new, but it is closely examined.
Any contact center handling collections or third-party debt communications.
Whether the required disclosures are present and the conduct and frequency limits are honored on every collections call, not just the ones that get sampled.
Score the debt-collection disclosure, contact frequency, and prohibited conduct on 100 percent of collections calls, with the evidence pinned for audit.
These briefs summarize public regulatory developments as of June 2026, written from an operator’s point of view. They are not legal advice. Rules change and vary by industry and jurisdiction; confirm what applies to you with your own compliance and legal teams.
About Compliance Watch.
Is this legal advice?
No. These are plain-language summaries of public regulatory developments, written from the point of view of an operator who has to comply with them. Confirm what applies to your business with your own compliance and legal teams.
Why should an operator's read matter?
Because ETS Labs runs a live contact center floor that has to meet these rules, QEval® is built by people who implement compliance every day, not only read about it. The briefs reflect what the rule means for the work on the floor.
How does scoring actually help with compliance?
Manual QA reviews 1 to 2 percent of calls, so most compliance misses are invisible until they become a complaint or a fine. Scoring every conversation for the required disclosures and conduct, with the evidence pinned, turns compliance from a sample into a system.
Find the exposure before the regulator does.
Start a pilot and we will score a sample of your conversations against the disclosures and conduct rules that apply to you, and show you with evidence where you stand today.