Agent monitoring and client data
Employee monitoring notice in a call center, and the client rules
Updated
Several kinds of rule sit on a contact center's records before any sale: the notice owed to agents who are monitored, the EU limit on reading their emotions, and the duties owed to the banks and health providers whose customers the center serves.
Notice to monitored agents
Connecticut's General Statutes 31-48d require every employer who engages in electronic monitoring to give prior written notice to the employees affected and to post a notice of the types of monitoring it may use.
Source: Rules on contact center AI and monitoring records
Delaware's Code, title 19 section 705, bars an employer from monitoring an employee's telephone conversations, email or internet use without a daily electronic notice or a one-time notice the employee acknowledges, with a civil penalty of $100 for each violation.
Emotion scores on agents in the EU
The EU AI Act, Regulation 2024/1689, prohibits using AI systems to infer the emotions of a natural person in the workplace except for medical or safety reasons, which reaches agent sentiment scoring in an EU operation.
Bank and lender clients
The GLBA Safeguards Rule, 16 CFR Part 314, has a financial institution select service providers able to protect customer information, require safeguards by contract and reassess them periodically.
Health clients
Under 45 CFR 164.504, a contract with a business associate must set the permitted uses and disclosures of protected health information, and may not let the associate use it in a way the covered entity could not.