Financial Services Firm Achieves Compliance Excellence with Specialized Outsourcing
The Challenge
A mid-market financial services firm needed to expand its customer support operation to handle growing account volumes while maintaining strict PCI-DSS compliance and regulatory adherence. Internal efforts to build a compliant contact center were consuming executive bandwidth and capital — with estimated build-out costs running into the millions and a nine-month timeline before the first call could be handled.
Our Solution
Call Center Communications identified a PCI-DSS Level 1 certified contact center provider with deep financial services expertise. The provider deployed a dedicated team of 30 agents trained on the firm's products, compliance scripts, and regulatory requirements. Secure technology infrastructure included encrypted call recording, PCI-compliant payment processing, and SOC 2 Type II audited data handling. The full program was operational within 45 days — a fraction of the internal build timeline.
The Results
“Building a compliant contact center internally would have taken us nearly a year and millions in capital. Call Center Communications found us a partner that was handling calls in six weeks — fully compliant from day one.”
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