from the corruption-is-patriotic dept
When he’s not busy trampling free speech, crushing the First Amendment, and destroying media consolidation and consumer protection standards, Brendan Carr has other hobbies. Like helping the telecom industry patriotically sell a brutal coming wave of new layoffs caused by the kind of industry consolidation he regularly rubber stamps.
Carr recently began circulating plans for something he claims will restrict U.S. telecom companies’ use of foreign call centers and require foreign-based customer service workers to be proficient in American Standard English. The plan is vague, but Reuters unskeptically frames it as a good faith effort to protect U.S. consumer privacy, improve customer service, and protect Americans from the scourge of foreign accents:
“Carr noted that nearly 70% of U.S. businesses outsource at least one department, including customer service and call center operations, to overseas locations.
“As a result, too many Americans have struggled to resolve an issue with a representative due to cultural and language barriers,” Carr said, adding foreign customer service centers “also raise concerns about protecting consumers’ personal information.”
What is Carr really up to here? I suspect he’s working closely with U.S. telecoms to craft pseudo-patriotic/nationalistic cover for another brutal round of layoffs. Some of which will be caused by AI, but a huge amount of which will have been caused by Carr’s love of rubber stamping harmful telecom industry consolidation.
For one, there’s no real evidence that overseas customer service centers create serious cybersecurity issues. As he did with his recent effort to remove phone unlocking rules, Carr likes to use cybersecurity as a bogeyman when convenient to something unpopular he’s trying to help industry sell.
Then, with his other hand, Carr is busy making U.S. consumers less safe and secure by gutting functional oversight of giant telecoms (despite the recent massive Salt Typhoon hack by China).
It’s also not really clear the FCC even has this authority. Especially in the Trump era, which has involved the Trump courts taking an absolutely brutal hatchet to regulatory independence. This sudden micromanagement of telcom support runs contrary to Carr’s “light regulatory touch” rhetoric. It’s also worth noting that a lot of telecoms, like Charter, already have mostly U.S. support agents.
But here’s the more important thing. I’ve covered Brendan Carr probably longer and more extensively than pretty much anybody alive. And I can tell you, with 100% certainty, that Carr doesn’t do anything that’s just inherently in the public interest. That’s simply not who he is.
He’s always working an angle for industry or large companies, usually media and telecom giants. There’s just no evidence that he’s a good faith operator in any of the arenas Reuters gives him unearned credibility for, and his ethics and principles, as we’ve seen repeatedly, are not consistent.
So I really doubt this has anything to actually do with improving customer service, or holding telecoms accountable for shoddy overseas support. I suspect he’s cooking up a stage play.
We’ve long noted how these consolidated regional telecom monopolies have some of the worst customer service ratings of any industry in America (which is truly saying something). Maybe AI will improve some aspects of that, but as we’ve seen in other arenas where AI is layered on top of very broken sectors (journalism, health insurance) by unethical executives, the end result isn’t particularly great.
If you don’t fix the underlying monopolization, you can’t fix the symptoms of monopolization, which generally are high prices, spotty service, slow speeds, and abysmal customer service. Layer AI on top of a broken industry, and you usually get a badly automated broken industry.
It will be worth keeping an eye on Carr’s final proposed plan. But I suspect it mostly involves him working closely with telecom giants to put a nationalistic, racist veneer on looming plans to dramatically accelerate layoffs in a telecom sector that’s already seen massive workforce reductions, largely due to the mindless consolidation Carr regularly rubber stamps.
Filed Under: brendan carr, call centers, customer service, fcc, offshoring, onshoring, telecom, wireless
