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Notes on calls, compliance and quality

Practical guides for EU teams on GDPR call recording, call centre quality assurance and debt collection call compliance, including the Dutch Wki.

AI Act22 October 20266 min read
Conversation intelligence in the EU: the AI Act and emotion recognition
The EU AI Act bans emotion recognition at work. What that means for call analytics, voice versus transcript, high-risk uses and a checklist for buyers.
GDPR22 October 20267 min read
How long can you keep call recordings under the GDPR?
The GDPR sets no fixed retention period for call recordings. How to set one per purpose, document it, handle MiFID II, erasure requests and backups.

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