Compliance
The part most vendors skip in the pitch.
In Medicare and Final Expense, compliance is not a feature of the service. It is the service. Here is exactly how it works on our floor.
TCPA-aware calling
Consent capture and calling-window rules are built into the talk path, not left to agent judgement.
DNC scrubbing
Lists are scrubbed against do-not-call registries and your own suppression files before a campaign dials.
Recorded QA monitoring
Calls are recorded and reviewed against a written scorecard, with coaching scheduled against what the reviews find.
Documented scripts
Agents work from approved talk paths. Script changes are versioned and signed off before they reach the floor.
Full audit trail
Every contact leaves a retrievable record, so an audit is a retrieval exercise rather than an investigation.
HIPAA-conscious workflows
Healthcare campaigns run on minimum-necessary access with defined handling rules for protected information.
Reporting
What lands in your inbox.
Compliance you cannot see is compliance you cannot rely on. These are reported whether or not the numbers flatter us.
Contact rate
Reachable contacts per dialled record. The first number that tells you whether a list or a calling window is wrong.
Conversion
Qualified outcomes per contact, measured against the criteria agreed at Discover rather than a generic definition.
QA score
Recorded calls scored against a written rubric, sampled continuously rather than at month end.
Compliance adherence
Disclosure capture and script adherence per reviewed call. Non-negotiable, and reported whether or not it flatters us.
Speed to answer
How long a caller waits before a person picks up, tracked across the staffed window.
Quality-adjusted volume
Throughput counted only where the QA score clears threshold, so volume cannot be bought with sloppy calls.
What we are not claiming
Everything above describes how we work, not a certificate hanging on a wall. If your procurement process needs a formal attestation such as HIPAA, SOC 2 or PCI DSS, ask us directly and we will tell you plainly what we hold and what we do not.
We would rather lose a deal than imply something we cannot evidence.
Ask us what we hold
Next step
Bring us your compliance requirements.
Send the script, the disclosure list and the standard you are audited against. We will tell you whether we can run it before we talk about price.
Tell us the campaign, the volume and the standard you are held to.
We scope the team, the process and the reporting against it.
You get a straight answer on whether we are the right fit.