This month’s rostrvm news reports on a flurry of activity from the regulators surrounding outbound call centres and predictive dialling.
Does the name Richard Herman ring any bells? He might be a customer of yours – or he might be on your list of potential customers. What you should know though is that he has won his argument against AAC, which sells referrals to management companies, for receiving nuisance cold calls.
Ofcom has recently posted updated information on regulation and predictive diallers. More details are available at the Ofcom web site. As expected in the latest Notification under Section 128 of the Communications Act 2003 the regulator is expressing concern about both abandoned call rates and the use of Answer Machine Detect. You can learn more about
Earlier this week Ofcom released an 'open letter' to users of automated calling systems (predictive diallers) re-emphasising the guidance issued a couple of months ago. The letter doesn't add any new information but acts as a timely reminder that there is only about a month to go to the February deadline. Ofcom's letter is available at their
Last week Ofcom announced the latest rules and guidance surrounding the use of automated calling systems - predictive diallers. The new rules come into force in February 2011 and are primarily focussed upon the use of automated Answer Machine Detection. In our view the revised rules sound the death knell for Answer Machine Detect. No,
Following the consultation earlier this year Ofcom has confirmed the revised rules for the use of Answer Machine Detection (AMD) technology with a predictive dialler. In summary "The new rules will prevent a company using answer machine detection equipment more than once a day, unless a call centre agent is on hand to answer the
With only a few days left to respond to Ofcom's consultation on tackling abandoned and silent calls (Consultation closes on 27th July, 2010) have you considered what the proposed changes will mean for your call centre and predictive dialler operation? We have! If you would like to know what we think visit our resource centre,
... you could easily have missed a couple of recent decisions that may impact your call centre. Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service is rising from the current £50,000 to £2 million. The higher penalty, which is expected to be in force by June, is mainly aimed at
In its response to the proposal to increase penalties for the persistent misuse of an electronic communications network the government also announced that Ofcom is intending to open a consultation on its persistent misuse policy that will examine Answer Machine Detect (AMD) usage in more detail. Consultation takes a while but if you would like help in considering what this might
The UK government has published its response to the recent consultation that considered raising the maximum penalty for the persistent misuse of an electronic communications network or service mainly to tackle the problem of silent and abandoned calls to consumers. This issue typically relates to misuse of predictive dialler technology As expected, the government's response
The consultation document related to raising the maximum penalties for failing to comply with Ofcom guidelines is available at the Department for Business Innovation & Skills web site http://www.berr.gov.uk/consultations/page53310.html We urge all predictive dialler users to at least read the consultation to gain an insight to the thinking behind the proposal. If you want to make
The first UK Outbound Planning Forum - sponsored by Rostrvm Solutions - took place last week. A large part of the event was taken up in discussion with Ofcom regarding predictive dialer regulation and in particular making allowance for predictive dialler answer machine detect (AMD) false positives A copy of Ofcom's presentation is available at
The latest information from Ofcom shows that predictive dialler silent calls remain a problem. If you are concerned that your dialler is causing the problem then you should talk to us.
We would be happy to help you to review your predictive dialler to check its compliance to regulations and guidelines. If you would like to take advantage of this service just contact us. Alternatively if you would like to check out your operation yourself we have made the template and guide used by our consultants available