Tips for Ensuring Your Call Center Is Compliant with Data Privacy Regulations


Are you call-recording compliant? The answer is pretty murky, actually, depending on the country or state you’re located in.

That uncertainty is leaving call center managers fearful for their own compliance, according to a survey conducted by OrecX, a Chicago-based company that provides contact centers with call-recording software for customer service, compliance and employee performance. Host Shelby Skrhak sat down with Kevin Levi, Vice President of Marketing for OrecX, to discuss in this new episode of MarketScale’s Software & Technology podcast.

In September, OrecX surveyed call center managers spanning a number of industries including financial, collections, insurance, healthcare and high-tech to discover what regulations were most concerning to them.

“Number one was GDPR, number two was call monitoring consent by individual states in the United States, and then PCI, Do Not Call and HIPAA after that,” Levi said. “These are the issues everyone’s really dealing with.”

Specifically, more than a quarter of respondents said heavily-enforced privacy regulations for Europe’s GDPR laws (43%), PCI credit card data (37%) and health-related HIPAA (27%) were most concerning. Survey respondents were allowed to select multiple regulations, so the numbers don’t add up to 100 percent.

“The best default is to make sure you get consent from whoever is on the call,” Levi said. “If you’re talking to a customer, prospect or partner and you chose to record, make sure you’re getting every person on the call’s consent.”

For more resources about call-recording compliance, OrecX offers eBooks, blogs and a primer on relevant laws to help consumers better understand the ins and outs of call recording. Visit for information.

For the latest news, videos, and podcasts in the Software & Technology Industry, be sure to subscribe to our industry publication.

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook –
LinkedIn –

Follow us on social media for the latest updates in B2B!


mastering AV sales strategies
Mastering AV Sales Strategies: A Diverse Market Requires Understanding Individual Needs
December 8, 2023

Mastering AV sales strategies in a global professional audio-visual (Pro AV) market, poised to reach $79.2 billion by 2028, requires much attention to detail. The surge in demand from corporate, government, and institutional sectors, driven by the need for enhanced productivity and efficient working environments, gives AV sales pros a lot of opportunity. In […]

Read More
cybersecurity in healthcare
Cybersecurity in Healthcare: Addressing the Growing Threat
December 8, 2023

To keep up with the growing threats, cybersecurity in healthcare is a high-level priority. The recent ransomware attack on Ardent Health underscores a stark reality for the healthcare industry: cyber threats are a significant and ongoing challenge. Mike Saylor, the CEO of Blackswan Cybersecurity, LLC, sheds light on the complexities of cybersecurity in healthcare. […]

Read More
effective debt management
Effective Debt Management Holds the Keys to Small Business Cash Flow and Growth
December 8, 2023

Effective debt management through a robust accounts receivable system is essential for small business cash flow and growth, necessitating automated payment schedules and strategic policy adjustments. Collaborating with a collection agency as a strategic partner can enhance revenue recovery while preserving positive customer relationships. How critical is effective debt management for the financial health […]

Read More