I've no doubt companies will use this to further lock down and squeeze 'efficiency' out of call center workers (who are already amongst the most monitored and measured of employees). Companies with telephone customer service have the unfortunate intersection of needing many agents, the agents being generally low-skilled and replacable, and customer service not generating revenue for the company.
However, there is an interesting point to consider, that clouds the waters of "this is really bad" stuff: PCI and privacy.
Not that of the worker, but that of the customer. It's alluded to in the article, but it's a Real Concern.
In most call centers, "clean desk" rules apply - agents can only use approved note-taking (usually just on the computer - no pen/paper - but sometimes they hand out specific notepads, and using anything else, removing pages, etc. is disallowed), there can't be any personal items on the desktop, etc.
This is to avoid bad actors stealing credit card data (PCI compliance), banking transfer information (Check-21, I believe), and other personal data and sneaker-netting it away. This is incredibly difficult to manage in a remote environment.
Remote/home work of people doing this kind of work - especially offshore - has largely had a "look aside" point of view with the pandemic, mostly because pandemic rules and the presumed-temporary nature of it took precedence. Now as the pandemic stretches out, workers wanting to work from home, and businesses seeking to reduce overhead the need for a work-from-home 'clean desk' is greater than ever.
No solution will be perfect (and, let's be honest, would be easily circumvented)... but the world isn't set up for security in this sense. It's an interesting nut to crack.
Please don't read any of this as me supporting big-brother style live monitoring of workers in this fashion. I think it's terrible. I'm just not sure how all of it gets reconciled.