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regulations

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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Consumer Contracts Regulations – PSA & Ofcom

The Consumer Contracts Regulations mean companies are no longer allowed to charge more than the basic rate for post-contract telephone calls. As a consequence, ringing customer service and complaints lines is now often at no incidental cost to the caller.Permitted number types are geographic rate, freephone numbers (now that they are free from mobile phones as well as landlines), and; mobile t...
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