Call center compliance is a must-have, not a nice-to-have. Compliance in the call center adds a protective layer of privacy, security, and control over handling, storing, and using customer information. Call center agents who are well-trained in compliance regulations, policies, and procedures understand the importance of keeping customer data safe to maintain their rights and privacy.

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Managing the Complex Modern Compliance and Risk Environment

Learn how to do right by your customers while meeting increasing global regulatory demands.

Below, we’ve outlined a checklist of the essential steps and best practices to ensure call center compliance in 2025 and beyond.

In this article:

• Call center compliance checklist
• How does your call center stack up?
• Frequently asked questions

Call center compliance checklist

Call center compliance is a set of processes and policies that govern how call center employees use, manage, and store customer data and adhere to regulations. Each organization has its own compliance procedures, too, but this guide focuses on the more widespread regulations that state and federal governments create to protect customers.

The compliance and risk landscape is increasingly complex.

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— CallMiner, Inc. (@CallMiner) January 16, 2023

Without the proper compliance procedures in place, your call center risks losing customers and facing serious legal consequences that could interfere with its operations and finances.

Make sure your call center has a compliance-first strategy that includes the following tasks.

1. Know which regulations are relevant to your call center

Thoroughly understand each regulation that applies to your call center and train agents on their requirements. The federal government lays out several regulations that apply to call centers in all states, such as:

• Payment Card Industry Data Security Standard (PCI DSS)
• Fair Debt Collection Practices Act (FDCPA)
• General Data Protection Regulation (GDPR)
• Telephone Consumer Protection Act (TCPA)
• Health Insurance Portability and Accountability Act (HIPAA)

Of course, which regulations apply to you depends on your call center and the type of calls you make. For instance, HIPAA is only relevant for calls that gather or discuss medical information, and PCI DSS deals with the security of credit card transactions.

Regulations set forth by other nations can also impact contact center compliance, even if your call center operates from within the U.S. For instance, GDPR applies to businesses that deal with EU residents’ sensitive personal data, regardless of where the business is based.

Within the U.S., states can also make their own regulations that may apply to your call center. In most cases, state laws for call centers cover customers in that state. For example, if you call a customer in California, you’re bound by the California Consumer Privacy Act (CCPA), which gives that customer full control over the personal information your call center stores.

Several states also have restrictions on call times and call volumes, which are especially important for outbound, sales-focused call centers to be mindful of. For example, Alabama and Louisiana don’t allow telemarketing calls on Sundays or holidays, and Florida doesn’t allow more than three telemarketing calls to the same customer in a 24-hour period.

2. Secure your network

Call centers should work closely with an IT security team—not once but continuously—to ensure that the network infrastructure responsible for gathering and storing data is secured. IT experts can create permissions for specific users to access relevant data, install security protections like firewalls to prevent unauthorized access and respond quickly to potential or active security threats.

3. Commit to customer privacy and consent

Customer consent is becoming more important as regulations tighten around data privacy. The best practice for outbound call centers is to get consent from customers before calling them, usually through a warm lead they opt into.

Also, respect customers who have added their information to the National Do Not Call (DNC) Registry. If you call someone on the DNC list, they have the right to report you to the Federal Trade Commission (FTC).

Also, once they do make contact with your call center, customers have the right to privacy. That means protecting their card information with encryption software if your call center deals with financial transactions or credit card customer service and using redaction software to remove sensitive information, like Social Security numbers, from call transcripts.

4. Develop privacy and security policies

Transparent and clear-cut policies give everyone in your call center a reference point for privacy and security expectations.

An information security policy covers everything related to data and how your call center stores and uses it. This policy should be developed with the help of your IT security team. It’s also recommended to develop a vulnerability management policy detailing the procedures to follow should a data breach occur in your call center.

5. Store call recordings properly

Along with storing customer data safely, your call center’s conversations with customers—including call recordings and transcripts—should also be locked down to prevent unauthorized access and potential data or privacy leaks. Also, be sure to follow relevant regulations for your area or type of call center regarding getting consent from customers before recording conversations.

6. Audit remote workspaces

If you have remote agents working for your call center, it can be more challenging to ensure their compliance, but it’s not impossible. Occasional video conferencing can help you perform audits of your remote agents’ workspaces, checking that they work from a private area to maintain customer confidentiality. Also, make sure all remote employees have the latest software and updates available to keep their computers secured.

7. Monitor agent performance consistently

Compliance training should be ongoing rather than one-off. Consistent monitoring of agents by reviewing call data and listening in on calls can help management catch problems and correct them quickly. Use automated call analysis software to gather insights from conversations and provide immediate feedback to agents.

How does your call center stack up?

In highly regulated industries, compliance adherence is critical. Yet only 32% of healthcare organizations are automating compliance.

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— CallMiner, Inc. (@CallMiner) August 8, 2024

Compliance protects your customers and keeps your call center out of legal waters. Does your call center pass the compliance checklist test? Implement any missing points as soon as possible to keep your call center compliant with federal, state, and industry regulations.

The CallMiner platform can help you increase compliance and reduce risk by analyzing customer conversations and targeting agent training in the places your call center needs it most. Request a CallMiner demo today to learn more.

Frequently asked questions

What is a compliance checklist for a call center?

A call center compliance checklist details guidelines a call center should follow to remain compliant and reduce risks related to customer security and privacy. A compliance checklist should cover points like network security, customer data storage, remote workspace compliance, and customer consent.

What should a call center have in place to ensure it is PCI-compliant?

PCI compliance applies to call centers that deal with financial transactions, like credit card customer support centers. To ensure PCI compliance, a call center must maintain a secure network to reduce the risk of data breaches, restrict data from unauthorized individuals, and encrypt sensitive information. Call centers must also regularly monitor their networks and have a documented security policy in place.

What is the difference between the DNC and TCPA?

TCPA sets restrictions on ways telemarketers can communicate with callers, such as restricting the times they call, how they use prerecorded messages, and regulating unsolicited text messages and faxes. DNC restricts telemarketers from calling people who have listed their numbers on the Do Not Call Registry.