Trust Center
How we look after your customers’ information.
You are trusting us with your customers. This page explains how we approach data, access, quality and the use of AI. Your specific requirements are agreed with you and written into your service agreement.
Our approach
Eight areas we agree with every client.
Each is discussed during discovery and documented before launch.
- Data handling
- Before any customer data is shared, we agree with you what information we need, where it is held, who can access it and how long it is kept. Wherever possible we work inside your own systems rather than copying data into ours.
- Confidentiality
- Everyone who works on your account is bound by confidentiality obligations, and we are happy to sign your non disclosure agreement before discovery begins.
- Access controls
- Access to your systems is granted individually, limited to what each role requires, and removed promptly when someone leaves your account.
- Quality monitoring
- Conversations are reviewed against a scorecard agreed with you. Findings are shared with you and used for coaching.
- Staff training
- Agents are trained on your processes and on handling personal information carefully, including how to recognise and respond to vulnerable customers.
- Operational reporting
- You receive regular reports on volumes, quality, escalations and issues, and you can raise questions with your account contact at any time.
- Escalation processes
- Complaints, sensitive situations, possible data incidents and urgent issues follow documented routes, including immediate notification to you where appropriate.
- Security practices
- Security requirements are written into your agreement. We will complete your security questionnaire and work with your team on any controls you need.
Responsible use of AI
Our commitments for automated assistants.
We will
- Use only knowledge and actions you approve
- Design assistants to offer a person when asked
- Route complaints and regulated advice to people
- Review automated conversations regularly
- Confirm data arrangements in writing first
We will not
- Deploy an assistant you have not tested and approved
- Hide that a customer is speaking with automation when asked
- Contact people by automated outbound calls without a lawful basis
- Keep data longer than your agreement allows
Questions
Security and compliance questions.
Which certifications does Begensol hold?
We only list certifications on this page once they are held and can be evidenced. If your procurement process requires specific certifications or audit reports, tell us early and we will give you a clear, accurate answer.
Will you sign our data processing agreement?
Yes. We expect to agree data protection terms with every client before any personal data is processed.
Can you complete our security questionnaire?
Yes. Send it to us through the contact form and we will complete it as part of the proposal process.
How do you use AI with customer data?
Only within the scope you approve. We confirm the providers, settings and data arrangements for any automation in writing before it handles customer conversations.
Have a security review to complete?
Tell us what your procurement process requires and we will work through it with you.