It’s a new year and there are a number of call center compliance trends on the horizon that we need to be ready for. Compliance is growing more difficult every year:
On top of all that, the explosion of AI adoption and automation across nearly every industry has, in many ways, made compliance even more complex.
In this article, we’ll cover some of the biggest contact center compliance trends that are coming down the pipeline in 2025 and beyond.
Data privacy regulations are expected to grow even more complex and stringent as time goes on (and as companies collect more and more data). Governments around the world are introducing laws to safeguard customer information, with heavy penalties for noncompliance.
There are already some of these laws in place (GDPR in the EU, CCPA in California, etc.), and countries like Brazil and India are introducing their own as well.
With more regulation comes stricter enforcement—and bigger fines for noncompliance. Every recorded call, customer detail, and interaction must comply, so you need to be on top of your game at all times. Going forward, companies should minimize data collection where possible.
There’s no shortage of bad actors online trying to steal data and information. Between 2017 to 2022 alone, the number of healthcare records that were breached went from 5.3 million to 51.4 million.
These attacks aren’t just happening more often, they’re being executed with more advanced technologies—meaning call centers need to be proactive to protect customer (and company) data. In compliance terms, this solidifies the importance of:
Reviewing (and improving) your existing call center compliance training is essential, as well as ensuring your IT infrastructure is up-to-date with modern standards and frameworks. You may also want to look into using a compliance checklist to make sure your bases are covered.
While AI may be revolutionizing call center operations (and many other industries), it’s also drawing scrutiny from regulators. There are a lot of concerns about the ethics of AI use, especially around bias, transparency, building customer trust, and the need for human insight.
AI-specific regulations, such as the EU AI Act, aim to ensure that artificial intelligence handles customer interactions ethically and transparently. This legislation will force businesses to disclose when customers are speaking to AI and prevent biases in decision-making algorithms.
Companies need to explain not just how their AI works, but how it makes decisions—especially if those decisions directly impact customers.
Consent has always been important, but with these new regulations and policies coming into play, it’s becoming a much bigger part of the picture. From recording calls to using data for analytics, clear, documented consent must back every step.
Transparency is key—companies must now explain not only how they use customer data but also why it's necessary. Call centers need to have clear processes in place that capture, store, and verify consent in real time, while also being easily accessible in the event of an audit.
The rise of omnichannel communication has completely transformed how customers communicate with businesses. However, this call center compliance trend is also a double-edged sword. More channels mean greater potential for compliance lapses.
Every touchpoint (phone call, email, chat, social media, etc.) may come with its own regulatory requirements and potential risks. Ensuring compliance means monitoring every channel consistently and accurately.
That might include following a call center compliance checklist to cover all your bases, or using your QA software to help track and document compliance across all channels.
Managing compliance while handling a widespread workforce (whether it’s remote, hybrid, or in-office) has become more challenging than ever before. Each agent’s work environment adds variables that can impact compliance, from connection security to call protocols.
To keep up with these call center compliance trends, companies need tools that can provide real-time oversight—without negatively impacting agent productivity. This applies to anyone that handles sensitive data, including contract workers, freelancers, and outsourced services.
It may also require you to beef up security, too: 91% of cybersecurity professionals reported an increase in cyber attacks because of remote work.
With a growing emphasis on consumer protection, regulatory bodies are scrutinizing business practices to ensure vulnerable populations receive special consideration and protection. This includes groups such as:
Sensitive sectors like finance, gambling, gaming, and healthcare all need to take extra precautions to ensure their customers get the assistance they need. For call centers, this means creating clear policies that empower agents to quickly identify these customers and de-escalate tense situations with empathy.
To meet regulatory expectations and maintain ethical standards, training programs should prioritize empathetic communication and tailored solutions to ensure customers feel respected and cared for.
If one thing should be clear from our contact center compliance trends so far, it’s that compliance cannot be an afterthought. Staying proactive means staying informed about regulatory trends, anticipating risks, and using a compliance checklist to keep on top of things.
AI will play a big part in this as time goes on, allowing call centers to spot risks before they escalate and identify opportunities to improve agent compliance. Plus, with the power of AI-powered QA platforms, contact centers can unite their data across all communication channels, giving them a full 360-degree compliance overview.
Despite these growing call center compliance trends, there’s one clear answer: compliance is essential. And while you can improve it through training and better practices, having a robust QA program is still the best way to safeguard your company against the risks of noncompliance.
AI-powered QA software like Scorebuddy helps you stay compliant as regulatory demands rise, thanks to tools like:
Ready to see how Scorebuddy can guide you through these upcoming contact center compliance trends? Get your demo today.
