--- title: SOC 2 Compliance Guide for Call Centers | Hiya description: Learn why SOC 2 compliance is critical for call centers. Discover how it secures your voice channel and ensures customer trust. image: https://blog.hiya.com/hubfs/shutterstock_1110317651_smaller.jpg --- [![Hiya logo](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) Solutions Solutions [For Mobile Operators Protect your network](https://www.hiya.com/solutions/operators) [For Businesses Brand your calls](https://www.hiya.com/solutions/businesses) [For People Get the mobile app](https://www.hiya.com/products/apps/hiya-spam-blocker) ###### Webinar Branded Calling 101 Weekly Webinar Make your company's calls more recognizable. Learn how Hiya can drive value for your business. 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[Read eBook Arrow Right](https://www.hiya.com/resources/ebooks/10-tips-for-customer-friendly-phone-calls) [Get Started Arrow Right](https://www.hiya.com/#audience) [Log in](https://connect.hiya.com/login) [Get started](https://www.hiya.com/#audience) - [Home](https://hiya.com) - [Blog](https://blog.hiya.com) - [Guide to SOC 2 Compliance for Call Centers](https://blog.hiya.com/guide-to-soc2-compliance-for-call-centers) [Call Intelligence](https://blog.hiya.com/tag/call-intelligence) [Company News](https://blog.hiya.com/tag/company-news) [Scam Trends](https://blog.hiya.com/tag/scam-trends) # Guide to SOC 2 Compliance for Call Centers [Hiya Team](https://blog.hiya.com/author/hiya-team) Jun. 3, 2022 [![](https://blog.hiya.com/hubfs/icon-fb.svg)](https://www.facebook.com/sharer/sharer.php?u=https://blog.hiya.com/guide-to-soc2-compliance-for-call-centers) [![](https://blog.hiya.com/hubfs/icon-x.svg)](https://twitter.com/intent/tweet?url=https://blog.hiya.com/guide-to-soc2-compliance-for-call-centers&text=Guide+to+SOC+2+Compliance+for+Call+Centers) [![](https://blog.hiya.com/hubfs/icon-linkedin.svg)](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.hiya.com/guide-to-soc2-compliance-for-call-centers) ## At a glance ![](https://blog.hiya.com/hubfs/shutterstock_1110317651_smaller.jpg) Call centers, whether they are internal agencies or external organizations, often access and use privileged information in client programs. Legitimate, trusted call centers must therefore follow a wide array of compliance rules and guidelines that govern such things as consumer protection, credit card security, or health care [privacy](https://blog.hiya.com/contact-center-compliance?hsLang=en). Call center security also includes SOC 2 compliance, which focuses on regulations overseeing the processing, storing, and maintaining of data, typically through cloud-based services. **What is SOC – and SOC 2?** Developed by the American Institute of Certified Public Accounts (AICPA), SOC stands for system and organization controls and includes three different types of validated audit reporting – SOC 1, SOC 2, and SOC 3 – for service organizations. SOC 2 compliance, which outlines “Trust Services Criteria,” is the most applicable to call centers, as it governs organizations that store, process, or transmit any kind of customer data. According to [AICPA](https://us.aicpa.org/interestareas/frc/assuranceadvisoryservices/aicpasoc2report), SOC 2 reports from an audit validate controls relevant to security, availability, processing integrity, confidentiality, or privacy as it relates to the systems used to process users’ data and the confidentiality and privacy of the information processed by these systems. **Audited Validation is Critical for Brand Reputation** While it may take a bit of work to achieve, it is important for call centers to validate their integrity with an audited SOC 2 report, especially if they want to differentiate themselves from ones that are less credible and untrustworthy. Here is a quick overview of what SOC 2 compliance would look like in a call center. - **Security:**  SOC 2 includes a set of security measures to prevent breaches, and is especially directed towards data stored in the cloud. These measures can be implemented by tools such as web application firewalls (WAFs), two-factor authenticators, and intrusion detection systems, all of which can monitor for outside intrusions and improper internal usage. - **Availability:** For compliance, call centers must adhere to the minimum acceptable performance level as set forth in their service level agreements or contracts with customers. They must have systems in place to monitor network performance and the processes needed to avoid crashes, rectify security failures, and mitigate future vulnerabilities. - **Processing integrity**: To be of integrity, the systems that process data in a call center must be authorized, complete, accurate, and timely. For instance, the systems must be compliant with a customer’s contract, validated for accuracy based on pre-approved instructions, and completed in a pre-agreed upon time frame. - **Confidentiality**: Call centers must put controls, such as firewalls or access controls, in place to mitigate the ability for unauthorized personnel to access confidential information. Approved users can access data for use only on specific, pre-agreed upon, business offerings, or dealings. - **Privacy**: All data collection, use, retention, disclosure, and disposal of personal information – such as name, address, or social security number – must conform to a call center’s privacy policy that follows AICPA’s privacy principles. **SOC 2 Certification Delivers a High Level of Trust** It’s important for call centers to add SOC 2 compliance to their security measures in order to validate that they are a trusted partner for their clients. To learn more about SOC 2, read the full [blog](https://blog.hiya.com/what-is-soc-2-compliance?hsLang=en). You can also learn about call center integrity through [branded calling](https://www.hiya.com/products/connect/branded-call) as a way to improve [trust.](https://www.hiya.com/products/connect/branded-call) [![banner-hiya-reg](https://blog.hiya.com/hubfs/banner-hiya-reg.jpg)](https://www.hiya.com/products/connect/number-registration) ### Latest Articles ⚡️ - Hiya awarded 16 G2 Summer 2026 badges for branded caller ID Lena Prickett Jul. 9, 2026 - How Canada is leading the fight to stop bank scams Stephanie Boulanger Jun. 26, 2026 - How to check phone numbers for spam labels Michelle Wallace Jun. 9, 2026 ## Related articles ![](https://blog.hiya.com/hubfs/rogers-toronto-event-blog-hero.webp) ## [How Canada is leading the fight to stop bank scams](https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en) Stephanie Boulanger Jun. 26, 2026 ![](https://blog.hiya.com/hubfs/Blog_How-to-check-phone-numbers-for-spam-labels_B.webp) ## [How to check phone numbers for spam labels](https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en) Michelle Wallace Jun. 9, 2026 ![](https://blog.hiya.com/hubfs/Hiya%20x%20DNA-blog@2x.webp) ## [Hiya and DNA Finland launch network-level call protection](https://blog.hiya.com/hiya-and-dna-finland-launch-network-level-call-protection?hsLang=en) Stephanie Boulanger Jun. 2, 2026 [![](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) [![](https://blog.hiya.com/hubfs/linkedin-1.svg)](https://www.linkedin.com/company/hiyainc) [![](https://blog.hiya.com/hubfs/facebook-1.svg)](https://www.facebook.com/hiyainc/) ###### Products - Connect - [Number Registration](https://www.hiya.com/products/connect/number-registration) - [Branded Call](https://www.hiya.com/products/connect/branded-call) - [View Plans](https://www.hiya.com/products/connect/pricing) - Protect - [Spam Analytics](https://www.hiya.com/products/protect/spam-analytics) - [AI Voice Detection](https://www.hiya.com/products/protect/ai-voice-detection) - Apps - [Hiya Spam Blocker](https://www.hiya.com/products/apps/hiya-spam-blocker) - [Hiya AI Phone](https://www.hiya.com/products/apps/hiya-ai-phone) ###### Solutions - Company size - [Enterprise](https://www.hiya.com/solutions/enterprise) - [Call Centers](https://www.hiya.com/solutions/call-center) - [Small and Medium](https://www.hiya.com/solutions/businesses) - Service providers - [Operators](https://www.hiya.com/solutions/operators) - [OEMs and technology](https://www.hiya.com/solutions/technology-partners) ###### Considering Hiya? - [Why Hiya](https://www.hiya.com/why-hiya) - [How it Works](https://www.hiya.com/how-it-works) - [Customer Stories](https://www.hiya.com/case-studies) - [Voice Intelligence Platform](https://www.hiya.com/why-hiya/voice-intelligence-platform) - [Trust Center](https://www.hiya.com/why-hiya/trust-center) - [Modern Slavery](https://www.hiya.com/company/modern-slavery) - [About Hiya](https://www.hiya.com/company/about) - [Careers: We're hiring!](https://www.hiya.com/company/careers) - [Contact us](https://www.hiya.com/contact-us) ###### Resources - [Resource Center](https://www.hiya.com/resources) - [Partner Program](https://partners.hiya.com/) - [Get Support](https://hiya.com/support) - [Developer Docs](https://developer.hiya.com/) - [Hiya Blog](https://hiya.com/blog) - [Events](https://www.hiya.com/events) - [Press Kit](https://www.hiya.com/newsroom#press-kit) ![ANAB](https://blog.hiya.com/hubfs/logo-anab.svg) ![ISO 27001](https://blog.hiya.com/hubfs/logo-iso27017.png) ![AICPA](https://blog.hiya.com/hubfs/logo-aicpa.svg) ![IAF](https://blog.hiya.com/hubfs/logo-iaf.svg) [Privacy Policy](https://www.hiya.com/legal/privacy) [Terms of Service](https://www.hiya.com/legal/terms-of-service) [App Data Privacy Policy](https://www.hiya.com/legal/app-data-protection-and-privacy-policy) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Hiya Team", "url" : "https://blog.hiya.com/author/hiya-team" }, "dateModified" : "2025-10-15T19:39:49.158Z", "datePublished" : "2022-06-03T20:45:00.000Z", "headline" : "SOC 2 Compliance Guide for Call Centers | Hiya", "image" : [ "https://blog.hiya.com/hubfs/shutterstock_1110317651_smaller.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.hiya.com/guide-to-soc2-compliance-for-call-centers", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.hiya.com/hubfs/hiya-logo-3.svg" }, "name" : "Hiya Inc." } } ```