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.
Data Protection
Personal data is collected for a stated purpose, held only as long as the programme requires and returned or destroyed on request.
- Written retention schedule agreed per campaign
- Access limited to the agents and supervisors on your account
- Client data never reused across programmes
Regulatory Conduct
Campaigns operate inside the consent, disclosure and suppression rules that apply to your sector and territory.
- Do-not-call and internal suppression lists honoured before dialling
- Required disclosures scripted and monitored, not left to the agent
- Sector rules applied where they are stricter than the baseline
Floor Security
The delivery environment is controlled so that customer data cannot leave it.
- Access-controlled floor with a clean-desk rule
- No personal storage devices or cameras at agent positions
- Role-based system access, reviewed when people change accounts
Quality Assurance
Interactions are scored against a rubric you approve, by people who do not report to the sales target.
- Independent QA scoring on a sampled basis every week
- Joint calibration sessions so scores mean the same thing to both sides
- Coaching plans attached to named agents and tracked to closure
Recording & Retention
Calls are recorded where the law and your programme permit, stored securely and made available for audit.
- Recording practice matched to territory requirements
- Retention windows fixed in the programme definition
- Retrieval on request for any record you want to review
Escalation
When something goes wrong you hear it early, with the cause and the correction attached.
- Named escalation contact on both sides from day one
- Complaints logged, investigated and closed with a written outcome
- Root cause and remedy reported, not just the incident
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.