Financial services contact center support, built on PCI-DSS.
Account inquiries, fraud prevention assistance, insurance processing, first-party collections, and investment support. Agents never see or hear card data.
Get a custom program proposal.
Share your scope and current performance baseline. We'll come back with a staffing model, a pricing estimate, and two reference calls in your industry.
The full scope of the program we run for you.
Financial programs run under the tightest security posture of any workflow we operate. 15 active clients in banking and finance. Payment IVR keeps card capture away from agents entirely.
- Account inquiries and servicing
- Fraud prevention assistance and alert handling
- Insurance processing support
- First-party accounts receivable and collections
- Investment support and wealth management customer service
- Industries served: banking, fintech, insurance, wealth management, ARM
How it played out for one of our clients.
Financial services.
Cold outbound sales with script development and conversion coaching.
Prospects dropping off in the first 30 seconds before hearing the pitch.
Calls past 30s +17%. Overall conversion +19% within 2 months. Conversion per rep +9%.
Active client count in financial services: 15 programs across banking, fintech, insurance, and wealth management.
Built to clear enterprise security review.
Financial programs operate under PCI-DSS and, depending on the workflow, additional regulatory frameworks. Controls are verified, not claimed.
- PCI-DSS compliant. Payment IVR removes agents entirely from the card capture process. Agents never see or hear card data.
- SOC 2 Type II
- TLS 1.2+ encryption in transit. Data at rest encrypted per client requirements.
- RBAC with least-privilege principle on all systems
- Biometric access control at facility entry points
- Background screening with periodic re-screening for agents handling PCI-scoped data
- Agent NDAs and acceptable use agreements executed before system access
Every agent sits inside a layered management structure.
These supervisor-to-agent ratios apply to every program of this type. For smaller accounts the support functions are shared resources; at sufficient scale they become dedicated to the account.
- 01Team Leader1 : 15
Day-to-day coaching, adherence monitoring, real-time floor support
- 02QA Analyst1 : 40
Flexes to 1:15 for intensive programs. Minimum 4 evaluations per agent per month.
- 03Trainer1 : 15
During ramp. Steady state runs at 1:60. Refreshers, policy rollouts, re-certification.
- 04Real-Time Analyst1 : 60
Queue monitoring, intraday adjustments, adherence alerts.
- 05Service ManagerAlways
Fractional included. Dedicated available at sufficient scale.
Visibility every day, not just at month-end.
Five cadences, five different audiences. Operations leaders see the floor in real time. Stakeholders see the program. Executives see the trend. The same data feeds all five views — just at the right level for each audience.
AHT, service level, abandonment, volume, conversion. Delivered every 1-2 hours plus EOD summary.
QA scores, conversion, attendance, adherence, open action items.
One-page performance scorecard with risk flags and action plan.
Prior month results, QA trends, action plans for next cycle.
Trend analysis, strategic alignment, capacity planning, roadmap.
Six phases. Three that decide whether the program works.
Every new program runs through the same six-phase model. Three highlights that matter most at program start:
~40-45 hours of classroom training delivered in one week, trainer-to-agent ratio 1:15
1-2 weeks of supervised nesting with go/no-go gate before full queue release
DMAIC root-cause analysis activated from Day 1 of pilot launch
Common questions, answered.
The questions enterprise buyers ask before signing. Don't see yours? Send it our way during the discovery call.
We do not. Payment-touching interactions route through a payment IVR that captures card data outside the agent environment. Agents never see or hear card numbers.
The security posture your compliance team will actually clear.
Send us your SIG, CAIQ, or standard vendor questionnaire. We will come back with completed controls documentation, PCI scope details, and two reference calls with financial clients of comparable size.