Archive for the ‘dialer compliance’ Category

The consumer strikes back!

Tuesday, November 6th, 2012

Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.

On his new website, ‘www.saynotocoldcalls.com’, Richard says: “Like all of us my wife and I get phoned at home by people wanting to claim back PPI from the banks … I was feeling oppressed …”

Richard got so angry when the same company kept calling, even though he’d asked them to stop and was registered with the Telephone Preference Service (TPS), that he started recording the calls and took his case to the small claims court. He settled out of court and got £195 for 19-and-a-half minutes of calls, plus a £25 court fee, which, some say, may open the floodgates to further claims from homeowners plagued by similar unwanted calls.

It isn’t just PPI. Those contact centres which continue with outbound campaigns with no controls, thinking that little fines such as this are a small price to pay, are misguided. It really should be enough of a deterrent that consumers clearly get annoyed – and worse, some get frightened, by repeated nuisance calls. The banks currently have a reputation for being ‘banksters’ – what name will your business be given if you get caught – even if you can afford the fine?

It is not difficult and it doesn’t have to be expensive to comply with current legislation and still run a successful campaign. Think of it this way, if you are calling thousands of people weekly, how much would it cost if you had to pay some of them £195 each?

rostrvm software helps contact centres meet specific regulatory needs via features like:  CallGuide scripting, sophisticated redial rules, limiting the number of dialling attempts made in a campaign and voice recording control to support FSA & PCI needs.

The Information Commissioner’s Office (ICO), provides guidance on opt-in, opt-out procedures for consumers. rostrvm supports this with easy-to-use facilities at the agent desktop to record ‘do-not-call’ requests. Additional administrator controls are provided to fine tune “Do Not Call” processes.

Rostrvm provides real-time information for easy call monitoring and also maintains historical records of activity and a log of configuration changes. This information can be used to support the dialler user’s record-keeping.

Lastly, rostrvm OutBound provides facilities to dynamically cross check your data with that of organisations such as the TPS as calling lists are loaded and/or updated during the course of a dialling campaign.

*Ofcom’s “Revised statement of policy on the persistent misuse of an electronic communications network or service 2010” is available at http://stakeholders.ofcom.org.uk/binaries/consultations/silentcalls/statement/silentcalls.pdf

News from Ofcom about predictive dialler and Answer Machine Detect

Tuesday, September 6th, 2011

Ofcom has recently posted updated information on regulation and predictive diallers. More details are available at the Ofcom web site.

As expected in the latest Notification under Section 128 of the Communications Act 2003 the regulator is expressing concern about both abandoned call rates and the use of Answer Machine Detect.

You  can learn more about Rostrvm Solutions’ view on automate diallers and Answer Machine Detect here.

Open letter from Ofcom for predictive dialler users

Wednesday, December 22nd, 2010

Earlier this week Ofcom released an ‘open letter’ to users of automated calling systems (predictive diallers) re-emphasising the guidance issued a couple of months ago. The letter doesn’t add any new information but acts as a timely reminder that there is only about a month to go to the February deadline.

Ofcom’s letter is available at their web site

http://stakeholders.ofcom.org.uk/binaries/consultations/silentcalls/annexes/acs_users.pdf

The latest Ofcom rules and guidance on Answer Machine Detect

Sunday, October 3rd, 2010

Last week Ofcom announced the latest rules and guidance surrounding the use of automated calling systems – predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection.

In our view the revised rules sound the death knell for Answer Machine Detect. No, Ofcom has not banned the technology but for the vast majority of campaigns continuing to use it would be madness. To find out why we think this log in and read our opinion at http://www.rostrvm.com/in_our_opinion_AMD.php

Predictive dialler – new guidance confirmed

Saturday, October 2nd, 2010

Following the consultation earlier this year Ofcom has confirmed the revised rules for the use of Answer Machine Detection (AMD) technology with a predictive dialler. In summary “The new rules will prevent a company using answer machine detection equipment more than once a day, unless a call centre agent is on hand to answer the call.  This would mean that consumers currently worst affected should no longer receive repeat silent calls over the course of a day.”

Ofcom’s full statement can be found here.

Rostrvm Solution’s view of the expected impact of the revised rules is available here.

The revised predictive dialler rules come into force in February 2011.

Ofcom:Tackling abandoned and silent calls

Friday, July 9th, 2010

With only a few days left to respond to Ofcom’s consultation on tackling abandoned and silent calls (Consultation closes on 27th July, 2010) have you considered what the proposed changes will mean for your call centre and predictive dialler operation?

We have!

If you would like to know what we think visit our resource centre, log in and read our opinion.