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Call Recording Regulations in the Contact Center

Overview

Contact centers can be unwitting offenders of call recording and telemarketing laws and regulations for a variety of reasons. Complying to the various rules and regulations as it relates to recordings, consent, and retention can be a challenge for IT and contact center leaders. While reading this resource guide won’t make you an expert and won’t eliminate the need for checking with your compliance officers or legal resources as it relates to your contact center procedures, it does seek to provide readers with a better understanding of the current legal and regulatory environment as it concerns your organizational responsibilities. This resource guide will detail the prominent rules and regulations applicable to contact centers today, as well as specific recommendations on how your contact center can comply with each.


The specific compliance topics include:

Consent to record
Payment Card Industry — Data Security Standards (PCI)
General Data Protection Regulation (GDPR)
Information Security Registered Assessors Program (IRAP)
Markets in Financial Instruments Directive II
Health Insurance Portability and Accountability Act—Privacy Rule (HIPPA)
Telemarketing Sales Rule (TSR)
Telephone Consumer Protection Act (TCPA)

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