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customers

How PSTN and ISDN switch off will impact your business

How PSTN and ISDN switch off will impact your business. As we all know, in 2015 BT announced that they will be switching off the PSTN and ISDN networks by 2025. With this, BT will no longer accept any new orders or amendments to services applicable to any ISDN products from 2020. Once the switch-off has taken place, customers will be migrated to the IPEX (IP Exchange) core network using SIP (S...
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What Are Ofcom’s Rules on Outbound Calling Times?

A question we often get asked is what Ofcom considers acceptable outbound calling times for call centres? As this is one of the common complaints people make regarding call centres, you’d have thought that this would be clearly defined and easy to establish. Perhaps surprisingly, it’s not. As this matter logically falls into the remit of the use (or misuse) of a public communications network, y...
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EE and Virgin Media fined for overcharging customers

EE and Virgin Media have been fined a total of £13.3 million for overcharging almost 500,000 mobile and broadband customers who wanted to leave their contracts early. An investigation by Ofcom found that around 400,000 EE customers ended up overpaying up to £4.3 million, while almost 82,000 Virgin Media customers were overcharged just under £2.8 million. The regulat...
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BT to be fined £42m for breaching contracts with telecoms providers

BT will be fined £42m for a serious breach of Ofcom’s rules, after the company reduced compensation payments to other telecoms providers for late installations. Ofcom investigation finds BT cut its compensation payments for delays in connecting high-speed business lines These important networks underpin the UK’s communications infrastructure BT has admitted failings, and agreed to compe...
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International access numbers for the OpenTAP to SMS text message gateway

OpenTAP to SMS text messaging gateway International access numbers. Great News! Thanks to one of our number providers, we are now able to provide our international customers  with a local direct access numbers for OpenTAP. Australia: +61145143423 Belgium: +32468781170 Spain:  +34806524708 UK: +449117329997
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The understanding about what “abandoned calls” means for call centres

"Abandoned Calls" and prohibited by most telecom providers and regulators of the telecoms industry. Agan the subject has come up with call centre customers. "Abandoned Calls", "Call Blasting", "Missed Calls", this is all prohibited call traffic, which is not approved by any telecoms regulator and Ofcom have now banned it. As of March 2017 Ofcom announced 0% toleration on Abandoned Call Traffic...
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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 campaigns 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. The 2 second rule is mentioned a few times in the Ofcom guidelines, and th...
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FranzCom provides managed services to our customers

Managed Services are the future of IT – indeed, findings from independent research firm Clutch suggest that 69% of IT services have transitioned from the traditional break-fix model to a Managed Service contract. But how do you know if it’s the right move for your business? If you’re frustrated with skill gaps in your in-house team, need support outside the standard 9-5 office hours or simply n...
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