In July 2025, the US Senate introduced the bipartisan Keep Call Centers in America Act of 2025 bill. Although still pending, the bill signals a potentially significant policy shift designed to limit the offshoring of US call center jobs. The legislation would apply to any company operating call centers with 50 or more employees, linking access to federal benefits with maintaining domestic operations. It would also mandate greater transparency when customer service work is delivered from offshore locations. If enacted, the Act could reshape global delivery strategies for customer experience services by raising the cost of offshoring and introducing new compliance burdens for US-based enterprises. Global services firms with sizable offshore delivery portfolios – particularly in India, the Philippines, and nearshore hubs – may face business continuity risks, client scrutiny, and contract renegotiations. Conversely, the legislation could stimulate greater onshore investment in the US, altering the global services delivery mix. This Risk Radar analyzes the legislative context, potential business implications, and considerations for global services firms as they monitor developments around this bill.

Location selection has long been a vital business decision, but changing global forces are reshaping its strategic importance. Rising uncertainty, geopolitical shifts, and evolving workforce dynamics demand a more structured, forward-looking approach. Enterprises and service providers are migrating from a traditional, demand-driven location selection model to a proactive, programmatic model that ensures resilience and long-term operational continuity. While cost, talent, and government incentives remain key considerations, their relative influence is changing in defining the location strategy. Decision-makers must reassess priorities, integrate emerging trends, and adapt to regional developments to future-proof their location portfolios. A holistic, forward-looking approach is key to maximizing each location’s value within a broader portfolio. Digital infrastructure, ease of doing business, sustainability regulations, and the evolving role of AI and automation in service delivery are becoming increasingly relevant. Rapid changes in geopolitics, technology, regulations, and workforce dynamics demand decision-makers to think beyond traditional metrics. They must proactively adapt their location strategies to stay ahead. This Viewpoint examines how new operating models, technology, and evolving business priorities are redefining location strategy, helping organizations stay agile and competitive in an uncertain world. Scope All industries and geographies Contents In this report, we examine: Traditional location selection levers and their shortcomings Key themes shaping the location strategy’s future