… 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 businesses generating an unacceptable number of silent or abandoned calls by using predictive diallers.
The Government has also removed the need for local government and partner call centres in England and Wales to record avoidable contact (National Indicator 14, NI 14). Whilst this means that measurement of avoidable contact is not mandatory, it is still an important exercise in the fight to improve efficiency and cut costs.
Read more in our latest newsletter.