The consultation document related to raising the maximum penalties for failing to comply with Ofcom guidelines is available at the Department for Business Innovation & Skills web site
http://www.berr.gov.uk/consultations/page53310.html
We urge all predictive dialler users to at least read the consultation to gain an insight to the thinking behind the proposal. If you want to make a comment then you have until January to respond.
Brookson Accountancy and Support
Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves, has adopted advanced contact centre technology to support a revolutionary approach to attracting new clients.
The new contact centre technology delivers an additional element in a multifaceted set of client touch-points combining Brookson’s interactive web site, electronic marketing and the telephone.
“Even with today’s powerful information tools such as the internet, the telephone remains an important communication tool” commented Chris Bowden, Sales and Marketing Director. “Prospective clients appreciate the immediacy and personal touch provided by an informative telephone call. The contact centre technology fully supports this and Brookson’s commitment to providing excellent levels of customer service”
The new contact centre technology combines automated outbound calling and inbound call handling from Rostrvm Solutions. The rostrvm technology is being implemented at Brookson’s offices in Warrington following a successful ‘proof-of-concept’ trial using Opal Telecom’s hosted call centre service.
“By starting with a hosted implementation we have proven that using the rostrvm system, and dialler technology in particular, as part of the marketing mix increases our sales” continued Chris. “Now that the concept is successful, bringing the technology in-house means that we can take advantage of closer integration with our IT systems to personalise our interactions with prospects. The technology also increases our operational efficiency giving us the option of inbound-outbound call blending to deliver top-quality service.”
About Brookson www.brookson.co.uk
Brookson is a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves. Brookson supports people in their chosen way of working through its limited company, sole trader and umbrella company services. As a 150 strong accountancy service, managing the affairs of over 9000 customers, Brookson is committed to offer the very best service, support and advice.
Brookson’s Online Navigator Money Manager portal underpins Brookson’s claim to offer one of the most innovative contractor accountant services available on the UK market. Allowing clients to access their business financial information 24/7, the system has been designed to help customers run their businesses more effectively by providing up to date financial information at their finger tips.
A government consultation has been launched looking at raising the maximum penalty for silent calls – which may be created by incorrectly used call centre predictive diallers – to one of £250,000, £500,000, £1million or £2million (see the Ofcom website for more details)
This should act as a further catalyst for infringing call centres to sort their act out. But as mentioned many times in this blog correctly configured and operated rostrvm predictive diallers do not generate silent calls.
Rostrvm Solutions is providing support to the newly formed South East Contact Centre Forum.
The South East Contact Centre Forum was set up in September 2009 bringing together the growing number of call/contact and customer service centres within the south east. Covering Berkshire, Buckinghamshire, Hampshire, Isle of Wight, Kent, Oxfordshire, Surrey & Sussex it is home to over 1,100 centres making it the largest number of contact centres within any region within the UK, employing over 150,000 people.
Simon Wellings, Rostrvm Solutions’ Managing Director, says, “The forum offers an excellent opportunity to meet call centre managers in an informal environment. We gain further insight to the real challenges facing call centres today and user members can learn how technology can resolve practical problems.”
The forum’s inaugural networking meeting takes place on 3rd December and is being hosted at Rostrvm Solutions’ premises in Woking Surrey.
To learn more about the South East Networking Forum (SECCF) visit http://www.seccf.co.uk/ or contact Trevor Butterworth, Membership Director on 07932 669299.
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