Contact Centre Units Risk Map
Risk distribution across 8 contact centre units
Low
Medium
High
Critical
| Contact Centre Unit | Compliance | Fraud | KYC | Script | Disclosure | AML | Sentiment |
|---|---|---|---|---|---|---|---|
Sweden (Stockholm - Sundbyberg) Stockholm, Sweden | 72 | 35 | 58 | 65 | 70 | 36 | 30 |
Estonia (Tallinn) Tallinn, Estonia | 32 | 75 | 68 | 25 | 35 | 78 | 28 |
Latvia (Riga) Riga, Latvia | 35 | 45 | 42 | 30 | 38 | 75 | 28 |
Lithuania (Vilnius) Vilnius, Lithuania | 25 | 72 | 35 | 28 | 32 | 38 | 22 |
Oslo Oslo, Norway | 30 | 28 | 32 | 22 | 28 | 26 | 24 |
Helsinki Helsinki, Finland | 28 | 22 | 30 | 18 | 25 | 24 | 20 |
Shanghai Shanghai, China | 22 | 20 | 28 | 18 | 25 | 22 | 18 |
New York New York, USA | 20 | 18 | 25 | 15 | 22 | 20 | 16 |
Compliance Health
87.5%
Overall Score
Expected Loss: €8.0M | Risk Level: HIGH
Consent & Disclosure (GDPR)
Stockholm, Sweden
4 voice flags
2 critical
84.0%
Weight: 30%
Recording disclosure within 10s78%
Legal basis explained82%
Data rights & retention mentioned86%
Transcript cues: Recording disclosure stated • Legal basis explained before processing • Rights & retention period communicated
Identity & CDD Questions (AML/KYC)
Tallinn, Estonia
3 voice flags
89.0%
Weight: 25%
Identity verification before account access90%
Purpose & expected activity questions87%
Beneficial ownership follow-up82%
Transcript cues: Two-factor identity challenge completed • Purpose of relationship clarified • Source of funds requested for high-risk calls
Sanctions & High-Risk Jurisdictions
Riga, Latvia
1 voice flags
91.0%
Weight: 20%
Sanctioned country mentions declined94%
Explanation of sanctions obligations90%
Escalation confirmation88%
Transcript cues: Restricted jurisdiction detected and declined • Customer informed of sanctions rationale • Escalation to compliance mentioned
Product Suitability & Risk Disclosure
Vilnius, Lithuania
2 voice flags
1 critical
86.0%
Weight: 25%
Needs assessment questions asked88%
Risk & cost disclosures84%
Right-to-cancel reminders83%
Transcript cues: Customer objectives discussed before recommendation • Risk warnings delivered verbatim • Cooling-off and complaint rights stated
Potential Fines
€50M
Expected Loss
€8.0M
Worst Case
€50M
Workforce Watchlist
4 agents requiring attention
2 Critical2 High12.3M risk
SW
Sarah WilliamsAGT-1823
Critical Risk🇪🇺 EuropeVoice
5violations
40%
Script ViolationConsent
GDPR Art. 13 - Recording disclosure &…MiFID II Art. 25 - Suitability & risk…+1 acts
2 hours ago
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MC
Michael ChenAGT-2451
High Risk🌏 APACChat
3violations
15%
KYC
AML/KYC - Identity verification befor…
5 hours ago
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TA
TechServe Asia (Vendor)BPO-VN-089
Critical Risk🌏 APACEmail
4violations
25%
Data PrivacyThird-Party
GDPR Art. 5 - Data minimizationEU Outsourcing Directive - Vendor dat…
8 hours ago
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PS
Priya SharmaAGT-2789
Medium Risk🇮🇳 IndiaTicket
2violations
10%
AML
AML Directive Art. 13 - Beneficial ow…
1 day ago
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