1st Credit ensures PCI compliance with GCI Live Agent

Leading ethical debt purchase and collection company, 1st Credit Limited, has completed the roll-out of GCI’s Live Agent to ensure it meets stringent Payment Card Industry (PCI) regulations within its contact centre environment. The completion of this project simplifies 1st Credit’s PCI compliance requirements by enabling customer support representatives to take telephone payments without any sensitive cardholder data entering their environment.

“We are a heavily compliance-led business so it was essential that we dealt with the issue of PCI Data Security Standard (DSS)” said Operations Director, Rob Lemon. “However, like many businesses in our sector, we grew increasingly aware of the mounting costs and resource needed to maintain compliance. Much of our issue was down to us handling card data through our systems and processes. This pushed us to look at ways of completely removing the risk posed by taking payments over the phone by not allowing the data into our business”.

1st Credit is a leader in its sector having won ‘best conduct and compliance culture’ and ‘best customer service’ 2016 in the prestigious Collections and Customer Service Awards 2016. It undertook a review of multiple technologies to find a best fit for their business. “When we evaluated our options, GCI presented us with a very smart and easy to use application which integrated into our Noble Systems dialler platform and Verifone payment gateway.”

GCI were shortlisted and subsequently awarded the contract to deploy Live Agent, a DTMF- driven payment application. DTMF uses standard ‘touchtone’ technology and allows customers to complete a transaction during a call simply by pressing keys on the phone pad and without the customer support representative seeing or hearing card details.

Brad Semp, Director of PCI Services at GCI, said: “We are delighted to have enabled 1st Credit to achieve the highest possible level of PCI DSS de-scope, with the rollout of our flagship Live Agent application. This means absolute piece of mind for 1st Credit, their clients and customers”. Semp continued, “Working with Rob and the team at 1st Credit has been an excellent experience. They have a desire to not just adhere to mandatory regulations but to go above and beyond, ensuring their customer journey is exemplary and that their data remains secure at all times”.

Live Agent is one of a number of GCI managed services which 1st Credit has deployed. “GCI works with a number of other businesses in our sector so we had the comfort of knowing that they understood our market and our requirements. We are pleased to have added Live Agent to the resilient voice and business continuity services we already have with GCI”, said Rob Lemon.

Multi-award winning GCI is one of the UK’s leading Managed IT Service Providers, with offices across the UK. GCI excels in helping customers transform their business through use of innovative, contemporary, and robust IT services. Whether a customer’s requirements include Unified Communications, Cloud, Compliance & Security or Network aspects, GCI is able to provide a fully managed service to meet their digital needs as their businesses (and the environments they operate within) change and evolve. Specialists in Microsoft Skype for Business and PCI Compliant Contact Centre Services, GCI serves a range of vertical markets both directly and through accredited partners.

GCI is certified to ISO27001 (Data Security) ISO14001 (Environmental Assurance) and ISO9001 (Quality Assurance). It is also a PCI Certified Class 1 Service Provider. The organisation is also accredited to G-Cloud and the Crown Commercial Service for the Network Services Frameworks.


1st Credit is a leading UK debt purchase and collection company working with customers to agree payment plans that suit their individual circumstances.

The company is well known for taking an ethical approach to debt collection – in particular for treating customers fairly. It is the only debt purchase company to have achieved the maximum three star rating in the independent Investor in Customers (IIC) assessment for three consecutive years, with an NPS of +44%.

1st Credit has won a string of awards for its approach, including a Customer Experience Award, plus Best Conduct and Compliance Culture and Best Customer Service awards at the 2016 independent Credit Strategy Collections & Customer Service Awards – the sixth time it has won the industry’s compliance award. 1st Credit is an associate subscriber to the Lending Code and is the first business of its kind to achieve an ISO standard for dealing with vulnerability.

Since February 2017, 1st Credit is a part of the European Credit Management Group Intrum Justitia.