Are your services GDPR compliant?
Yes, all of our telemarketing activities are fully GDPR compliant. We operate within the framework of UK data protection law and only use data that has been sourced, stored, and processed in line with the regulations. Before launching any campaign, we confirm that all contact data meets GDPR requirements, including lawful basis for contact and the right to object. We also make sure all opt-outs and unsubscribe requests are logged and honoured promptly. Our agents are trained to explain why a call is being made and how a contact’s information was obtained, if asked. We never share client or customer data with third parties without explicit permission. Whether we’re using your data or ours, we follow strict privacy and documentation protocols. GDPR compliance isn’t optional—it’s central to our reputation and your peace of mind. We help you stay compliant while achieving your sales and marketing goals.
Do you record calls?
We can record calls if requested, but only with clear consent and in full compliance with applicable regulations. Call recording is a useful tool for quality control, training, and dispute resolution, and can provide valuable insight into how campaigns are performing. If we do record calls, contacts are informed at the beginning of the conversation in accordance with GDPR and other telecoms regulations. You can request access to these recordings, which are stored securely and only for the agreed retention period. We also follow strict policies around access, encryption, and deletion. If you prefer not to record calls, that’s fine too—we still keep detailed written notes of every conversation. Whether you need recordings for internal reviews or compliance documentation, we tailor our approach to suit your needs while ensuring full legal and ethical standards are upheld.
How do you store customer data securely?
Customer data security is one of our top priorities. All personal data is stored on secure, encrypted servers with controlled access protocols. We use password-protected systems, secure CRMs, and encrypted file transfers to ensure that your data is safe at every stage of the campaign. Our team operates within a secure IT environment, with access granted only to authorised personnel based on role-specific responsibilities. Regular system updates, firewall protections, and antivirus software help to guard against data breaches or cyber threats. In addition, we maintain logs and backup procedures to ensure data continuity and quick recovery if needed. We also comply with the principle of data minimisation, collecting and storing only the information necessary for the purpose of the campaign. Whether we’re managing your data or our own, you can trust that all customer records are handled with the utmost care and security.
Do you train staff on compliance?
Yes, all of our staff undergo regular training in data protection, GDPR compliance, and ethical telemarketing practices. New team members complete a structured onboarding programme that includes modules on privacy legislation, consent management, handling sensitive information, and professional conduct on calls. Refresher training is conducted regularly to ensure ongoing awareness, especially when regulations change or new risks emerge. Our agents are also trained to handle opt-out requests, data access enquiries, and right-to-be-forgotten scenarios with confidence and care. Training is documented and monitored as part of our internal compliance programme. This not only helps us stay legally compliant, but also ensures our team represents your business responsibly and professionally. Compliance is embedded into our company culture—not just a checklist—so you can be sure every call meets the highest standards of legality, respect, and transparency.
How do you handle data breaches?
We take every precaution to avoid data breaches, but we also have a robust response plan in place should one ever occur. Our team is trained to recognise signs of a breach—such as unauthorised access, data loss, or suspicious activity—and report it immediately to our Data Protection Officer. We investigate the incident, isolate the affected systems, and implement fixes to prevent recurrence. If a breach involves personal data, we assess the risk to individuals and notify affected parties and relevant authorities (such as the Information Commissioner’s Office) within the required timeframes, as per GDPR regulations. All breaches, regardless of scale, are logged and documented. We also review and update our security protocols regularly based on emerging risks and best practices. Transparency and quick action are essential. You can be confident that we treat data integrity with the seriousness it deserves—proactively and professionally.
Do you follow Telephone Preference Service rules?
Yes, we fully comply with the Telephone Preference Service (TPS) and Corporate TPS regulations. Before launching any campaign, we screen all telephone numbers against the TPS database to ensure we do not contact individuals or businesses who have opted out of unsolicited calls. This is an essential legal requirement for outbound telemarketing, and we take it seriously. Our calling software includes automatic TPS suppression, and our data suppliers are required to do the same. If a number is found to be TPS-registered, we exclude it from our call lists unless you can demonstrate consent has been given to contact them. We also stay up to date with ICO guidance to ensure ongoing compliance. Adhering to TPS rules not only protects your brand from potential fines or complaints—it also builds trust with your audience by respecting their communication preferences.
How do you manage consent for calls?
We manage consent carefully and in accordance with UK regulations. If your campaign requires consent (such as B2C calls where legitimate interest doesn’t apply), we ensure all data used has been gathered lawfully, with clear permission for telemarketing contact. For data we supply, we verify consent status and retain audit trails confirming when and how consent was obtained. During calls, our agents provide full disclosure of who they are, who they’re calling on behalf of, and the purpose of the call. We also offer contacts the right to opt out at any point, and we record those requests in real time. Consent management is built into our workflow, helping to protect your business from regulatory risk while maintaining a high standard of transparency and professionalism in all customer interactions.
Do you provide a data processing agreement?
Yes, we provide a formal Data Processing Agreement (DPA) when working with clients, particularly where we handle or process customer data on your behalf. The DPA outlines our responsibilities as a processor, including how we collect, store, protect, and use data in compliance with GDPR. It also specifies how we handle data access, retention, deletion, and breach response. This agreement helps establish mutual accountability, ensures legal compliance, and provides peace of mind for both parties. If you have your own preferred DPA format or specific clauses required for your industry, we are happy to review and incorporate them. We aim to be transparent and cooperative in all our data practices, and providing a DPA is a key part of that. It’s more than a document—it’s a framework for secure, compliant collaboration.
Can you provide call transcripts if needed?
Yes, if calls are recorded (with the contact’s knowledge and consent), we can provide transcripts or audio files upon request. Transcripts are helpful for internal training, lead qualification review, dispute resolution, or compliance audits. We use reliable transcription tools or manual services to ensure accuracy, depending on your requirements. Transcripts can be anonymised or redacted to remove sensitive data where necessary. If you’d like transcripts to be part of your regular reporting, we can build that into your campaign package. All files are delivered securely and stored in line with data protection laws. It’s important to note that we only record and transcribe calls when legally permitted and when it aligns with the goals of your campaign. Transparency is always a priority—we ensure both you and your prospects understand how call data is used and stored.
