5 Common Call Centre Compliance Mistakes You’re Probably Overlooking

In the fast-paced world of call centres, compliance is a critical pillar of operations. While most organisations focus on major regulations like GDPR or PCI DSS, many fall into traps of seemingly minor mistakes that can have significant consequences. Let’s uncover five common compliance blind spots that call centres frequently overlook and how addressing them can safeguard your reputation and operations.

The Issue:

Call centre agents often handle sensitive customer information, from credit card details to health data. If verbal disclosures are overheard or improperly handled, they can lead to breaches of regulations like GDPR or HIPAA. (source)

Example:

Imagine an agent providing a customer’s personal information over a noisy shared environment. Even if unintentional, this disclosure could expose your organisation to fines.

Solution:

Use AI-powered noise cancellation tools like IRIS Clarity to ensure clear communication and reduce the likelihood of sensitive data being overheard. Additionally, train agents on best practices for verbal disclosures.

The Issue:

Audio recordings are considered personal data under many regulations, yet they’re often not secured with the same rigour as other digital assets. (source)

Example:

A data breach involving unencrypted call recordings can result in hefty penalties. In 2022, a UK-based organisation was fined millions for failing to adequately secure customer data.

Solution:

Encrypt call recordings and limit access to authorised personnel. Regular audits and compliance checks can also ensure these measures are effective.

The Issue:

Poor audio quality caused by background noise can compromise the integrity of call recordings. This not only affects customer service but also makes it harder to verify compliance during audits. (source)

Example:

Background noise may obscure crucial verbal agreements, creating ambiguity in compliance scenarios.

Solution:

Implement noise cancellation software to improve audio quality. Clean and intelligible call recordings are easier to audit and verify for compliance.

The Issue:

Having compliance measures in place isn’t enough. You must be able to demonstrate these measures during audits or investigations. (source)

Example:

A financial services call centre faced legal action after failing to provide proof that they had informed customers about data usage policies.

Solution:

Maintain detailed logs of all compliance processes, from call recordings to agent training sessions. Use AI tools that automate compliance tracking to reduce the burden on your team.

The Issue:

Regulatory landscapes are constantly changing, and failing to keep up can leave you exposed to risks.

Example:

In 2025, updates to GDPR enforcement increased penalties for data breaches, catching many organisations off guard.

Solution:

Stay informed about regulatory changes and adopt flexible technologies, such as AI-driven tools, to adapt quickly to new requirements.

Compliance in call centres is an ongoing challenge, but overlooking these common mistakes can be costly. By addressing verbal disclosure risks, securing audio data, and staying proactive about evolving regulations, you can protect your organization from fines, reputational damage, and operational disruptions.

Want to learn more about these risks and how to mitigate them? Download our whitepaper, “Audio Data: An Unforeseen Compliance Issue?” to get expert insights and actionable strategies.