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.
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.
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
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
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