In September 2008 Ofcom toughened their regulations on outbound calling with the implication that your outbound calling might well be considered a nuisance - without you even realising it. Ofcom have promised to impose tough sanctions on those who are in breach of the regulations and ignorance is not a defence. One high-profile call centre was recently fined £50,000.00 for exceeding the maximum level of abandoned calls permissible under the revised regulations.
How Compliant is Your Call Centre?
- Has there ever been incidence of more than 3% of live calls in a 24 hour period being abandoned in your call centre, or even across one campaign within your call centre?
- In the event of an abandoned call, do you make sure a brief recorded message is played within 2 seconds of pickup identifying the company on whose behalf you are calling, and are you providing a number for the recipient to use to decline further marketing calls?
- If an abandoned call has been made and your centre tries again within 72 hours, can you ensure a live operator will be available?
The above are just a few of the requirements in the revised guidelines and breach of them could find you facing a substantial fine.
What can you do to make sure you don’t find yourself facing a substantial fine?
Click the link below to download a PDF report from Rostrvm Solutions on the new toughened Ofcom regulations and the solutions available to help ensure you stay on the right side of the law.
If you would like the opportunity to discuss the issues with a CC consultant, or to register your interest in attending a future seminar on the subject, then please click the link below and we will call you back.
Download PDF
Partner site: http://www.rostrvm.com