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rostrvm News - November 2009


What price compliance?

The Government has issued a consultation document* which could see Ofcom’s maximum penalty for persistent misuse of an electronic communications network or service rise from the current £50,000 to £2 million. The penalty is particularly aimed at call centres generating an unacceptable number of silent or abandoned calls by using automatic diallers, although there are other offences.

The consultation document has been made available to both industry and consumers, who can give their views on whether the maximum penalty for persistent misuse should remain at £50,000 or be increased to either £250,000, £500,000, £1 million or the maximum £2 million. The deadline for replies is 22 January 2010 and the government will publish its response in March. Ministers are keen for far stiffer penalties to be introduced.

Ofcom itself is committed to seeing the penalty rise to £2 million; it receives around 400 complaints a month about silent calls. Ofcom wants to stop companies setting automated calling systems (ACS) to dial more numbers than there are available agents to take the call and to discourage the use of answer machine detection (AMD) technology.

It is in the interest of the companies using these systems to eliminate silent calls for several reasons: crucially, to enhance the industry’s reputation; to improve customer retention and loyalty - and to reduce operating costs incurred in dealing with complaints.

Adapting technology to comply with Ofcom guidelines does not have to be extortionate. For example, playing an information message when the answered call is not routed to an available agent, or limiting the abandoned call rate to 3%, can be done at reasonable cost when using the right software.

Rostrvm Solutions provides a highly sophisticated outbound contact management and dialler application which is fully Ofcom and Information Commissioner compliant and also provides call blending so agent productivity can be maximised.

For further information contact us and we will be pleased to help.

*The consultation document on raising the maximum penalties for failing to comply with Ofcom guidelines is available at the Department for Business Innovation & Skills web site at: www.berr.gov.uk/consultations/page53310.html
call centre technology

Our software is nominated for Technology Awards

We are delighted to have been nominated for ‘The Top 10 Call Centre Technology for 2009’ awards, organised by leading UK magazine Call Centre Helper, for our rostrvm Outbound contact management and dialler and rostrvm CallGuide scripting software.

Voters include the 47,000 Call Centre Helper readers from the industry, particularly Call Centre Managers and Technologists.

Rostrvm supports South East Contact Centre Forum

The inaugural networking meeting of the South East Contact Centre Forum takes place on 3rd December at Rostrvm Solutions’ premises in Woking, Surrey.

Simon Wellings, Rostrvm Solutions’ Managing Director, said, “The Forum offers an excellent opportunity to meet call centre managers in an informal environment. We gain further insight into the real challenges facing call centres today and user members can learn how technology can resolve practical problems.”

The South East Contact Centre Forum was set up in September 2009, to bring together the growing number of call/contact and customer service centres within the region. The South East covers Berkshire, Buckinghamshire, Hampshire, Isle of Wight, Kent, Oxfordshire, Surrey and Sussex and is home to over 1,100 centres, making it the largest number of contact centres within any region in the UK, employing over 150,000 people.

To learn more about the South East Networking Forum (SECCF) visit www.seccf.co.uk

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