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dialler

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 Centre Dialler Callback Traffic is no longer allowed and you must adhere to Ofcom Regulations

Call Centre "Dialler Spam Call Traffic" of less than 18 seconds per call is not allowed under Ofcom regulations. Calls of 10 seconds or less per call, meaning the callee has to call back the caller are not permitted by Ofcom. You must meet the 3% abandoned call rate set down by Ofcom regulations. Even our carrier interconnects are now clamping down and blocking traffic on what we like to call "Di...
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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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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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