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Dialler regulations – what you need to know about the 2017 Ofcom changes

Ofcom announced quite a few changes to their call centre guidelines in December 2016, focusing on the persistent misuse of calls as well as providing more clarity about how to approach silent and abandoned calls and IVM. For instance Ofcom have moved the goalpost somewhat with regards to the previously accepted 3% threshold for abandoned calls (i.e. the drop rate), which they now say should not...
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Stop using the Vodafone service center number for your alarm systems!

Stop using the Vodafone service center number for your alarm systems and other monitoring! Stop using the Vodafone TAP gateway access number +447785499993 for your alarm TAP to Text (SMS) messaging. Its unreliable and is not a dedicated managed TAP gateway! Its time you switched to OpenTAP, established since 2012-2018 and its the UK's only official TAP gateway which has been approved by Texeco...
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Which SIP/VoIP Codec Should You Use?

How To Describe the Quality of a SIP Trunking Call “So clear, you can hear a pin drop!” Are you old enough to remember the very successful tag line for Sprint Communications' long distance service back in the ancient 1990’s? “Can you hear me now?” Or...Did you grow up remembering the equally (if not more) successful phrase that Verizon Wireless made part of our cultural reality in the new mi...
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Call Centres – 16 checks to ensure you’re Ofcom compliant

Handling Silent and Abandoned Calls 1. Check your abandoned call message is being used for all campaig s 2. Check your abandoned call message content is correct for all campaigns 3. Monitor your abandoned call rate daily 4. Ensure your system rings for at least 15 seconds 5. Check your system follows the 2 second rule when calls connect 6. Check your system enforces the 72 hour rule for Aban...
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