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diallers

Abandoned and silent calls

The phone rings, you rush to answer but there's no-one on the line. Abandoned and silent calls can be annoying and irritating at the best of times. These are also known as CC and ping calls. But for some people – for example, those living alone – these calls can be particularly frightening. This guide explains more about these calls, what can cause them and what you can do about them. What...
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Limit the Ring No Answer (RNA) to 18 seconds for all call centre diallers

Ring No Answer (RNA) is the length of time that an outbound call rings before the predictive dialler hangs up with a call disposition of No Answer. Best practice is to set your dialler call timeout to 18 seconds per call, This also keeps you in line with the Ofcom "abandoned calls" regulations which is now 0% tolerance since March 2017. If asked “How should RNA time be set for maximum productivi...
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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. Again the subject has come up with call centre customers. "Abandoned Calls", "Ping Calls", "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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