Call Recording Governance: A Research Brief

Method and evidence

This desk review compares the operating question in call recording governance: a research brief with current guidance from NIST, CISA, PCI SSC, the FTC, the FCC, the U.S. Department of Labor, and ISO. The sources describe controls and obligations; they do not measure the performance of any individual outsourced team. Recommendations below are operating inferences, not legal advice.

What the evidence supports

Recordings can contain personal, payment, and authentication data. NIST Privacy Framework and PCI DSS materials support purpose limitation, controlled access, retention decisions, and protection of sensitive data; a recording policy must also account for jurisdiction-specific rules.

Operating design

Document why calls are recorded, where files live, who may review them, the retention period, redaction or pause rules, and the deletion owner. Do not use recordings as an informal training library until the client has approved the purpose and access.

Manager review questions

Which queue, customer data, and systems are in scope? What can an agent complete without approval? Which events require immediate escalation? Who owns the record, quality review, and policy decision? Recheck these answers whenever the workflow or channel changes.

Sources

1. NIST Privacy Framework
2. NIST Cybersecurity Framework 2.0
3. NIST Zero Trust Architecture, SP 800-207
4. NIST Digital Identity Guidelines, SP 800-63B
5. CISA Phishing Guidance
6. PCI DSS Document Library
7. FTC Telemarketing Sales Rule
8. FCC TCPA Consumer Guide
9. U.S. Department of Labor, FLSA
10. ISO 18295-1 Customer Contact Centres