Security & Privacy - Controls

Our objectives in implementing a control infrastructure is to safeguard the assets of the company, ensure the accuracy and reliability of our data, promote operational efficiency, and to ensure adherence to our company and clients’ procedures and directives. We want to meet or exceed our clients’ expectations.

Below highlights some of the more significant initiatives we have put in place to ensure we have an adequately controlled environment, and that we meet the objectives we have established.

• Management planning & control:
  We follow a rigorous process in developing our business plan, and in developing new products for release. As part of the process we assess specific major risks of the organization and put in place actions to mitigate those risks. Execution of our plans is assured by following a disciplined review process with regular reporting and follow up.
   
• Risk management:
  We have put in place a process and guidelines that identifies the potential impact of critical risks, defines triggers for activating recovery plans, documents the action plan for mitigation of the risk both preventive and corrective, and a step that involves validation and testing of our plans.
   
• Redundant systems:
  We can't afford down time. That's why we have uninterrupted power, spare parts for critical hardware components and database back ups just to get started. You may not be able to afford it, but at AnswerPlus Communications our business depends upon it.
   
• Quality control:
  We want to ensure our service is the best possible. We typically observe each of our CSRs at least once a month. Tape recording capabilities enable us to monitor and improve the effectiveness of our service reps. A higher than industry standard—7:1 Agent-to-Supervisor ratio—ensures close supervision. This would be difficult to replicate in house.
   
• Disaster recovery:
  In the unlikely event that we do experience a major service disruption through a natural disaster, we maintain a plan and the back up programs and vendors we need to get back online fast.
   
• Procedure documentation:
  We have documented all the important procedures associated with the smooth running of our operations. The procedures range from the routine on how to process transactions, how to retrieve information, and what to do in the case of an emergency.
   
• Customer feedback:
  To ensure the reliability of the information we have about our clients, we regularly ask for their feedback. This step ensures we stay close to our clients and continuously meet their needs with the service we provide. If we are not performing up to their expectations, we quickly take corrective actions. Our goal is to achieve 97% client satisfaction.
   

We have taken the steps to ensure your data is protected
and our service is reliable, uninterrupted
and always meets our clients’ expectations.