Archive for the ‘Ofcom’ Category

Ofcom reports that silent call and TPS complaints have trebled this year

Friday, August 31st, 2012

The latest edition of the Telecoms Complaints Bulletin from Ofcom shows that complaints about abandoned and silent calls have almost trebled in recent months. “Since the start of the year, the number of consumer complaints made to Ofcom about silent and abandoned calls has been steadily increasing.”

In the same period complaints to the Telephone Preference Service have also increased dramatically. The Ofcom bulletin can be read here.

We continue to advise call centres to understand and comply with the guidelines. If you would like to know more about how the rostrvm predictive dialler supports compliance please contact us.

Avoiding a £750,000 fine….

Friday, April 20th, 2012

You may have read or heard about a record £750,000 fine imposed recently by Ofcom (see Ofcom’s press release and this article in the Daily Mail).

In particular HomeServe seem to have fallen foul of Ofcom’s guidelines on the use of Answer Machine Detect. As a leading UK-based designer and developer of predictive diallers Rostrvm Solutions has been advising customers and prospects on the compliant, productive use of the dialling technology for many years

 

You can read more about our advice and opinions on Ofcom’s guidelines at our web site

Or why not contact us to learn more?

Running a call centre in Dorset?

Tuesday, March 20th, 2012

It probably won’t affect most call centres but operations in the Bournemouth area need to keep an eye on the latest Ofcom consultation on dialling local calls. People living in Bournemouth, Poole and Christchurch will soon have to dial the 01202 area code to make a local call which means that you need to ensure that full telephone numbers are used in any advertising and check that your technology – such as any call forwarding and predictive dialler campaigns – is also using full area codes.

This is expected to come into place later in the year but is subject to an Ofcom consultation. You can read more here.

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.

MPs call for more action on silent calls

Thursday, February 10th, 2011

After just one week of the revised Ofcom guidelines on predictive dialler  and answer machine detect operation Members of Parliament (the Public Accounts Committee) are calling for Ofcom to “do more” to tackle Silent Calls.

If you need help advice on configuring and running your dialling campaigns then contact Rostrvm Solutions.

You can read more about silent calls, Ofcom and the Public Accounts Committee in the Press Association‘s release.

New predictive dialler rules – a reminder

Saturday, January 29th, 2011

The deadline for implementing Ofcom’s guidelines on the use of Answer Machine Detect with Automated Calling Systems (ACS) including predictive dialling systems is fast approaching. By February 1st you need to decide what you are going to do and act upon it.

The simplest method of ensuring that you are compliant with the current statement on ‘Tackling Abandoned and Silent Calls’  is to turn Answer Machine Detect off, but Rostrvm Solutions recognises that this may not be an immediately- appealing option, especially for call centre agents.

To learn why we think that turning AMD off in your contact centre may not be as bad as you think – and actually is more likely to deliver performance and service improvements for both the call centre and the consumer – read our paper available at http://www.rostrvm.com/whitepapers.php