Use Precision dialling to avoid being a nuisance

From 6 April the Information Commissioner’s Office (ICO) no longer has to prove that cold calls or nuisance text messages caused “substantial damage or substantial distress” before they can impose fines of up to £500,000 on companies. It will be down to the ICO to decide when a serious contravention has taken place.


Running a call centre in Dorset?

It probably won't affect most call centres but operations in the Bournemouth area need to keep an eye on the latest Ofcom consultation on dialling local calls. People living in Bournemouth, Poole and Christchurch will soon have to dial the 01202 area code to make a local call which means that you need to ensure that


News from Ofcom about predictive dialler and Answer Machine Detect

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 Rostrvm


MPs call for more action on silent calls

After just one week of the revised Ofcom guidelines on predictive dialler  and answer machine detect operation Members of Parliament (the Public Accounts Committee) are calling for Ofcom to "do more" to tackle Silent Calls. If you need help advice on configuring and running your dialling campaigns then contact Rostrvm Solutions. You can read more about silent calls,


New predictive dialler rules – a reminder

The deadline for implementing Ofcom's guidelines on the use of Answer Machine Detect with Automated Calling Systems (ACS) including predictive dialling systems is fast approaching. By February 1st you need to decide what you are going to do and act upon it. The simplest method of ensuring that you are compliant with the current statement on 'Tackling


The latest Ofcom rules and guidance on Answer Machine Detect

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, Ofcom


Predictive dialler – new guidance confirmed

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 call. 


Predictive dialler fine increase

The UK parliament approved the increase of the fine for excessive abandoned calls made by call centres. As expected the fine is increased from £50,000 to £2 million. Our friends at callcentrehelper.com have excellent coverage at this story available at http://www.callcentrehelper.com/parliament-fine-silent-calls-12719.htm


Answer Machine Detect – what the industry thinks

The recent Ofcom consultation on silent calls, abandoned calls, answer machine detect and the predictive dialler closed a few days ago. You have been able to read what we think for a while at https://www.rostrvm.com/in_our_opinion_AMD.php . But what did the industry think? Opinions from individuals, call centres, technology providers and other key influencers are available to read


Answer Machine Detect to be reviewed by Ofcom

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 mean


Two million pound fines a step nearer

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 is


Ofcom enforcement report indicates future increase in predictive dialler penalties

Ofcom's latest report into its Enforcement activities indicates that Ofcom is seeking an increase in penalties for misuse of predictive diallers. [Available here] "At present the maximum penalty that Ofcom can impose for this behaviour[silent calls] is £50,000. We have made representations to Government about the possibility of increasing the maximum penalty for persistent misuse in


Predictive dialler regulation briefing at planning forum

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


More predictive dialler regulation on its way?

As reported in Brand Republic and national newspapers, Colette Bowe, the incoming chair for Ofcom has called for the current maximum fine to be increased from 50,000 pounds. Dr Bowe will become Ofcom chairman later this year .... so the call centre industry needs to be ready for scrutiny!


Predictive dialler news…

Barclaycard fined 50,000 pounds ...Ofcom publishes updated guidance There's been lots of news from Ofcom over the past few weeks specifically related to outbound campaigns and predictive diallers. At the end of September Barclaycard was fined 50,000 pounds for for breaching Ofcom's rules on silent and abandoned calls.  And after a wait of several months Ofcom’s Revised