Regulatory compliance has undergone a significant transformation in recent years. Particularly when it comes to voice recording.
According to a Reuters report, 70% of corporate risk and compliance professionals said they have “noticed a shift from check-the-box compliance to a more strategic approach over the past two to three years.”
Recent challenges regarding voice recording have been marked by the migration from on-premise to cloud phone systems. Gone are the days when companies used a single platform; they must now learn to consolidate all their diverse information into one system.
Compliance has become crucial as companies must now consolidate data from multiple systems.
With stricter regulations and industry shifts, businesses that prioritize and monitor compliance are not only meeting standards but are also gaining a competitive advantage. Yet this transition has created both complexities and opportunities as they learn to adopt new strategies to remain compliant.
Understanding how to globally maintain call center compliance not only prevents regulatory issues but also maximizes the value of your data: and it is easier than it seems.
Maintaining Compliant Remote Workforces
Remote work has surged in popularity in the past five years, and clearly, it’s here to stay. According to a recent Pew Research study, 46% of employees say that if their employer no longer allowed them to work from home, they would be unlikely to stay at their current job.
With the rise in work-from-home (WFH) demand, the solution is not to replicate the in-office environment remotely, but to adapt and support employees where they are.
The COVID-19 pandemic forced many enterprise customers to transition from on-premise to cloud-based phone systems such as Zoom, Teams, or Cisco. As a result, businesses have had to navigate new challenges in their data management and regulatory standards.
Compliance has become crucial as companies must now consolidate data from multiple systems. Recording compliance tools help ensure adherence to compliance regulations across multiple cloud platforms from every work environment. This is done through analyzing key data such as customer sentiment, call success rate, and an employee’s overall performance.
Leveraging AI as Unbiased Supervisors
Many call centers are louder and more chaotic than home offices. By implementing compliance tools that leverage AI to monitor employees from home, a remote call center can be a quieter, more controlled environment.
The top industries requiring call recording software are fintech and healthcare. That is because they deal with sensitive and confidential information that requires monitored regulatory compliance.
…with AI-driven cloud compliance software, contact centers can now measure tone, outcomes, and other valuable factors from thousands of calls in an unbiased manner.
In industries like these where recording tools are required, AI tools can help reduce the burden of recording and enhance each company’s data. However, according to our 2025 Communications Compliance Survey, only 22% of financial firms rank risk and compliance as a top priority AI use case for their firm.
Historically, contact centers with 100 people and 10 supervisors would listen to small subsets of calls to assess employee reviews and general compliance standards. This dated approach often made it difficult to see a full picture of compliance adherence across the call center, which could lead to regulatory gaps within the company.
But with AI-driven cloud compliance software, contact centers can now measure tone, outcomes, and other valuable factors from thousands of calls in an unbiased manner. By automating this process, compliance is measured across all interactions, ensuring that these risks are identified swiftly.
For example, if a customer begins a call angry but ends on a positive note, an AI-powered recording software can recognize this shift and classify it as a success for the company. In contrast, traditional software might have focused on the negative language at the start of the call, potentially leading the company to a misinterpretation of the situation.
Leveraging AI is no longer just an option; it’s a necessity for call centers to catch insights and nuances they would’ve previously missed. There is a competitive advantage to utilizing AI to maintain compliance.
Optimizing Business Value
A shift in perspective is required when it comes to implementing compliance software. Instead of viewing it as a begrudged purchase driven solely by regulatory requirements, it should be viewed as an opportunity to leverage collected data to drive meaningful business value.
The key is in the data, and call centers should never overlook its value. Reviewing these interactions obtains valuable insights that not only help maintain compliance but also enhance operational efficiency and improve customer experience (CX). The data found by compliance tools can inform strategic decision making within the call center, turning compliance software into a valuable business asset.
When companies leverage the calls recorded by call compliance software on a larger scale, they also drive business growth by ensuring their call center agents are upholding their values, leading to customer retention. This removes the responsibility from the contact center agent to report and flag noncompliance, thus ensuring that the risk does not escalate further.
Recognizing and rewarding these compliant agents serves as a model for others and a standard for your company. This not only reduces the company’s risk, but it also enhances overall CX. Leveraging compliance data to identify agents that are getting it right builds trusting customers, improves brand reputation, and ultimately drives long term customer loyalty.
Turning Pain Points into Opportunities
Once companies learn to shift the pain points of call center compliance into growth opportunities, they can meet employees where they are, unlock new business growth, and enhance customer satisfaction. Compliance is no longer a mere obligation, but a strategic advantage, leading companies to empower their teams to perform at their best and garner long term results.
