Every call flow is reviewed against the four Consumer Duty outcomes before it ever reaches a borrower — and every call is fully logged, so nothing depends on trusting that it happened.
Call flows are matched to the right treatment path for the account type — no one-size-fits-all script applied regardless of circumstance.
Where a call touches on fees, charges, or repayment plans, language is reviewed to be clear about cost — nothing buried or rushed through.
Scripts are written in plain language, at a measured pace, with confirmation checks — not legalese read quickly to get through a call list.
Any borrower can ask for a human, ask to pause, or flag financial difficulty at any point — and the call adapts immediately, every time.
Yes — every call is recorded, transcribed, and logged against the account by default, in line with UK GDPR and the Data Protection Act 2018. Retention periods and storage location are configured per client during onboarding to match your own data governance policy.
Yes. Any borrower can ask to be transferred to a live agent at any point in the call, and full context passes across with them so they don't have to repeat themselves. This is a hard requirement in every call flow, not an optional setting.
The system listens for language and conversational signals associated with financial difficulty or vulnerability during the live call, and escalates accordingly — either adapting the conversation or routing to a human, depending on your configured policy.
Your compliance team does. Every flow is presented for review and formal sign-off before it's enabled for outbound calling — Amicorda doesn't push script changes live without that approval step.
Yes — recordings, transcripts, and decision logs are exportable per account or per time period, structured to support internal QA and regulator review alike.
We'd rather answer the hard questions early than after a pilot's already underway.