Compliance & Data Protection

HIPAA, PCI, TCPA, GLBA & FERPA Compliance-Ready Agents

Our agents are trained to operate inside your compliance frameworks across healthcare, finance, telephony, education, and consumer data. Compliance-ready does not replace your own certifications, it means our agents, supervision, and security controls are built so they can safely operate under your obligations.

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The Five Frameworks We Train Agents Against

Each agent assigned to a regulated engagement completes vertical-specific training before going live, and refreshers are baked into the QA cadence. Below is what "compliance-ready" means concretely for each framework.

HIPAA, Healthcare

Applies to any agent handling Protected Health Information (PHI) for covered entities or business associates. Reference: HHS HIPAA for Professionals.

  • Minimum-necessary disclosure training; PHI handling for voice, chat, and ticketing.
  • Role-based access to your EHR or patient portal; no PHI on local devices.
  • Signed Business Associate Agreement (BAA) on engagements that require it.
  • Workstations on isolated VLAN with audited VPN access, dual-monitor without screen capture by default.
  • QA scorecard includes mandatory PHI-disclosure language and minimum-necessary checks.

See verticals served: hospitals & healthcare systems, medical devices, pharmaceuticals, mental health.

PCI DSS, Payment Card Data

Applies whenever cardholder data is read, stored, or transmitted. Reference: PCI Security Standards Council.

  • Agents trained to use pause-and-resume call recording and IVR-based payment capture where possible.
  • No card data on agent screens or chat transcripts.
  • Clean-desk policy enforced and audited.
  • Tokenisation and gateway integration done on your side; agents never handle PANs in clear.

TCPA & FDCPA, Outbound & Collections

Applies to outbound voice and SMS programs, especially in lending, debt collection, mortgage, and consumer-finance verticals. Reference: FCC, TCPA and CFPB Regulation F (FDCPA).

  • Consent verification before placing outbound calls; do-not-call list integration.
  • Call hour windows enforced by dialer configuration (per your jurisdiction).
  • Mini-Miranda and validation notices included in scorecards for collections-adjacent work.
  • Right-party contact and third-party-disclosure rules in agent training.

Used in: debt collection, mortgage & lending, insurance, vocational schools.

GLBA, Financial Services

Applies to non-public personal information held by financial institutions. Reference: FTC, Gramm-Leach-Bliley Act.

  • Safeguards-Rule-aligned agent workstation controls.
  • Privacy notice handling and opt-out language baked into call flows.
  • Knowledge-based authentication training and social-engineering resistance drills.

Used in: banking & credit unions, investment & securities.

FERPA, Education

Applies to student education records at federally funded institutions. Reference: U.S. Department of Education, Student Privacy.

  • Directory-information vs education-record handling drilled in agent training.
  • Parent vs adult-student release of information rules in call flows.
  • Restricted CRM views configured to limit fields agents can see.

Used in: higher education, vocational & trade schools, online certification.

Cross-Framework Security Controls

Beyond per-framework training, the following controls apply across every compliance-ready engagement:

Signed NDAs

Mutual NDAs between us, every agent, and you. Confidentiality survives engagement end.

Role-based access

Least-privilege CRM, telephony, and helpdesk roles defined at kickoff and reviewed quarterly.

Secured environments

Dedicated VLAN, audited VPN, MFA on all your systems, encrypted endpoints, clean-desk discipline.

Daily QA & coaching

Compliance disclosures and risk language are part of every scorecard, monitored by our Team Lead + QA function.

External Authority References

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