Compliance & security
High standards, evidenced
We maintain high standards of privacy, security, client compliance, quality assurance and responsible data handling — and we give you the access to verify all of it.
Privacy
Personal data is collected for a stated purpose, held only as long as it is needed, and never sold or shared outside the engagement.
- Documented data-retention schedule per campaign
- Consent and disclosure captured on the call
- Data-subject requests handled within published timeframes
Security
Access to client systems is least-privilege, logged and revoked the day someone leaves the account.
- Role-based access control on every client system
- Locked workstations, restricted media and clean-desk policy
- Signed confidentiality agreements for all floor staff
Client Compliance
We operate to the regulatory rules of your sector and jurisdiction, and we train the floor on them before launch.
- Do-not-call and consent rules enforced in the dialler
- Sector-specific scripting reviewed by your compliance team
- Recording and disclosure practices matched to local law
Quality Assurance
A calibrated scorecard applied weekly to every agent, with coaching attached and trends reported to you.
- Weekly monitoring against a written rubric
- Joint calibration sessions with your QA lead
- Corrective action tracked to closure
Responsible Data Handling
Records are validated, de-duplicated and disposed of properly. What we cannot justify holding, we delete.
- Validation and de-duplication on ingest
- Secure transfer channels for all client data
- Documented, auditable disposal at end of retention
Auditability
You can inspect the work at any time. Recordings, scorecards and dashboards are open to you throughout.
- On-demand access to call recordings
- Full scorecard history per agent
- Change log for scripts and qualification criteria
Your obligations, our controls
Built for regulated sectors
Insurance, legal intake, healthcare administration and lending all carry rules that sit on the agent, not just on the contract. We train the floor on them before launch and enforce what can be enforced in the system rather than leaving it to memory.
Suppression lists are loaded into the dialler and checked on every attempt. Consent language is scripted, and the disclosure is captured on the recording rather than ticked in a CRM afterwards.
Recording practice is matched to the consent rules of the caller’s jurisdiction. Retention periods are set per campaign and disposal is documented and auditable.
Every client system is least-privilege. Access is granted per named agent, logged, reviewed monthly and revoked the day someone comes off the account.
Restricted-entry floors, locked workstations, no removable media on regulated campaigns, and a clean-desk policy enforced by the floor manager.
All floor staff, team leads and QA analysts sign confidentiality agreements covering client data, customer data and commercial terms.
A documented escalation path with defined notification timeframes. If something goes wrong you hear it from us, not from your customer.
Next step
Need the detail for procurement?
We will walk your compliance or security team through our controls and provide written responses to your questionnaire.