Genesis Call Center, LLC

​

Genesis Call Center, LLC is a veteran-led, U.S.-based business process outsourcing (BPO) call center that operates exclusively through a remote workforce. Our workplace policies reflect our commitment to regulatory compliance, data protection, and a high-performing, home-based service model.

 

📍 Remote-First Operations

 

All Genesis agents operate from secure, private home offices across the United States. We do not maintain a physical contact center, ensuring continuity and flexibility while reducing environmental impact.

🔒 Security & Confidentiality

​

Agents are required to comply with strict confidentiality agreements and data handling protocols. Workstations must meet technical and security standards, including:

​

• Hard-wired internet (no Wi-Fi)

• Encrypted connections and VPN access

• Workspace inspections and periodic compliance checks

• Real-time monitoring of desktop activity during servicing

 

Our cybersecurity framework is informed by NIST standards, with ongoing agent training in HIPAA, FERPA, PCI-DSS, and client-specific compliance requirements.

​

🎓 Training & Certification

​

Agents must complete mandatory onboarding, system checks, and client-specific certification courses prior to servicing. Ongoing performance evaluations, AI feedback loops, and compliance refreshers are integrated into our quality assurance lifecycle.

​

⏰ Scheduling & Workforce Management

​

Genesis agents enjoy flexible scheduling but are held to strict performance and availability standards. We forecast call volumes using AI and dynamically schedule or scale personnel to meet demand across all time zones.

​

📈 Performance Standards

​

Our policies enforce quality and KPI adherence through:

​

• Routine live and AI-based call reviews

• Weekly coaching and quarterly counseling

• Immediate remediation or removal for sustained underperformance or misconduct

🤝 Equal Opportunity & Compliance

Genesis adheres to all federal and state labor standards, including the Fair Labor Standards Act (FLSA). We are an equal opportunity employer and maintain policies to support ADA compliance, ethical conduct, and anti-discrimination.

​

This statement serves as our official workplace policy overview. For additional details or formal documentation, contact President & COO Vincent Wiggins at vwiggins@genesis-info.com.