Quite simply; it is at the heart of every single thing we do. Nothing is more important.

There is no cost greater than that of non-compliance, especially with regulators now making Directors personally liable to pay non-compliance fines from their own pockets, even if that ultimately involves repossession of their assets.

The cost of compliance is now beyond the company itself.

Design

Every element of our technology evolves from and is designed around compliance. Every decision we make, design idea we nurture, stems from compliance and driving productivity within the envelope.

A central feature of our product suite draws on the automation of compliance.

This ultimately removes the human processing element and the associated risk for the ultimate in compliance protection. We achieve this using:

  • Automated algorithms in our hosted dialler software for Ofcom adherence
  • Removing every element of audible and visible card details from our payment processing solutions for PCI DSS protection
  • We even automate TPS data and list cleansing for ICO compliance

Aside from external regulatory bodies and the risk of huge industry fines, internal compliance and governance is also key.

Software solutions such as our automated SSL certificate management tools (DIMS) drive comprehensive data and internet security protection for our client networks by ensuring that key services never fail due to SSL certificate expiry. This is a widespread and common occurrence in even the largest of organisations. Recent high-level cases within the Financial Services and banking industry will testify, ultimately costing said organisations millions of pounds in lost revenue and brand damage.

You cannot improve what you do not record.

Our Desktop Analytics software provides powerful insight and control into your customer on call and on screen experience.

Our Quality Assurance software allows our customers to:

  • Monitor Customer Calls in Real Time
  • Select & Sample Recorded Calls, as well as Screen Recordings historically for Assessment
  • Score Customer Calls
  • Deliver Immediate Feedback, Without Taking Agents Offline
  • Set Immediate Customer Callbacks for Call Content
  • Set Email Alerts and Reports for Exception Behaviour
Comprehensive compliance for every element of the new March 2017 Ofcom Persistent Misuse Compliance Guidelines, protecting your contact centre against a £2,000,000 fine:
Silent Calls
With alternative options to Answer Machine Detection, automated Silent Calls are eliminated
Abandoned Calls
Set our predictive dialler to automatically maintain pre-set abandon rates; monitor, manage volumes and % rates and set at a campaign level, maintaining full audit & reporting logs. Cap the maximum number of dials automatically, either at an account or call outcome level.
CLI Management
Automatically enforce mandatory Caller Line Identification display and auto message return call scripting with all CLIs displayed returnable, integrated auto-opt out on IVR by call return, as well as minimum 16 second call ringtimes enforced with no human over-ride available.
Agent Behaviour
Comprehensive management information, automated behaviour exception alerts & quality assurance tools to ensure effective monitoring of agent behaviour & performance for the new guidelines enhanced by our Desktop Analytics software.
Prevention of Investigation
Exhaustive audit & control functionality provides for Ofcom’s requirements to clearly evidence that effective pro-active diligence policies and procedures in place, adhered to, monitored & ongoing compliance is regularly reviewed and documented.
Our comprehensive approach in this area of Ofcom compliance and the revised industry regulations ensures we work closely in an advisory capacity with client dialler teams providing support in all of these areas and more. Alternatively, in the case where our clients do not have, or opt not to have a dialler management team of their own, they can also leave this control in the hands of the automated management capabilities of our software, ensuring a perfect fit for each and every business, regardless of scale.

Comprehensive compliance for every element of the new March 2017 Ofcom Persistent Misuse Compliance Guidelines, protecting your contact centre against a £2,000,000 fine:

Silent Calls - With alternative options to Answer Machine Detection, Silent Calls are eliminated.

Abandoned Calls – Automate pre-set abandon rates, cap maximum number of permitted dials, full audit & reporting logs.

CLI Management – Enforce mandatory Caller Line Identification display, 16 second call ring times and auto-opt out via IVR by call return

Agent Behaviour – Automated agent behaviour exception alerts & quality assurance tools driven by our Desktop Analytics software.

Prevention of Investigation – Easily evidence effective policies and procedures are; in place, adhered to, monitored with ongoing compliance documented & logged.

Our comprehensive approach in this area of Ofcom compliance and the revised 2017 industry regulations ensures we work closely in an advisory capacity with client dialler teams providing support in all of these areas and more.

Protecting your business from huge turnover related fines

FCA Control of Third Party IT Suppliers
Genius is accredited to the following international compliance standards, addressing every area of technology focus for the Financial Conduct Authority, protecting business that are either directly, or indirectly regulated:

  • ISO 27001:2013 – Data & Information Security
  • ISO 22301:2012 – Business Continuity
  • ISO 9001:2015 – Quality Control & Management
  • PCI DSS - Payment Card Industry Data Security Standard

Protecting your contact centre from a £500,000 fine and the Director level personal liability.

New rules in place from April 2017 will see £500,000 fines handed directly to Company Directors in game changing rules.

TPS Assured Call Centre Status Controls

Automated 16 second minimum ring time enforcement, automated call suppression, automated TPS data list cleansing, CLI management, automated abandoned call rate control, compliance & audit reports, enforceable minimum record retention periods.

Protecting customers from customer card data exposure

Agentless Payment Capture

Customers process payments from the security of their telephone keypads at home with DTMF masking protection. Staff are never exposed to customer card details, either audibly or visually onscreen, securing every element of the payment transaction for both our customers and their customers.

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