Contact centers handle sensitive conversations every day: recorded calls, payment card numbers, health details, and outbound calls to consumers. Each comes with rules, and mistakes can lead to fines, lawsuits, and lost customer trust.
This section explains the most common rules in plain English, so you know what questions to ask and when to bring in a qualified attorney or compliance professional.
Our compliance guides are for general information only and aren’t legal advice. Laws change and vary by location and industry. Always confirm requirements with a qualified professional.
Start with these guides
- Call recording consent: when you need permission to record calls, and how to get it
- Outbound calling rules (TCPA): what U.S. law requires before calling or texting consumers
- Taking payments by phone (PCI): how to protect card data in the contact center
- Healthcare calls (HIPAA): handling health information safely
Four principles that apply almost everywhere
Tell people. Let customers know when calls are recorded, when they’re talking with AI, and how their information will be used.
Get permission when required. Recording, marketing calls, and texts often require consent, and some require it in writing.
Collect only what you need. The less sensitive data you store, the less you have to protect.
Protect what you keep. Limit who can access recordings and customer data, and delete it when it’s no longer needed.