MSE News: Silent call curb to be enforced by Ofcom

http://www.callcentrehelper.com/ofcom-signals-the-end-of-silent-calls-30.htm

Ofcom has recently published its guidelines for Silent Calls.

Ofcom’s revised policy sets out a series of requirements for organisations using automated calling systems, including:

*Any abandoned calls must carry a recorded information message which identifies the source of the call and offers the person called an opportunity to decline further calls from that source;

*Calling line identification (CLI) must be presented on all outbound calls from call centres using automated calling systems. CLI allows people to dial 1471 and access the telephone number of the person or organisation calling them;

*Telephone numbers dialled then abandoned should not be called again by that organisation’s automated calling system for at least 72 hours, unless a dedicated operator is available to take the call;

*Abandoned call rates must be below three per cent of total calls for any 24 hour period for each campaign. This is a lower threshold than existing published industry codes which require a five per cent limit, and is intended to require operators to manage their systems more effectively; and

*Records must be kept to demonstrate compliance with these requirements.

Sections 128-131 of the Communications Act 2003 give Ofcom power to take action against persistent misuse of electronic networks or services, including silent and abandoned calls.

Ofcom will apply these policies to all UK companies commissioning services from any call centre, whether located in the UK or overseas.

Ofcom Chief Executive Stephen Carter said: “Excessive abandoned calls have become a real problem. We believe new fines and new rules, backed by firm enforcement action, are appropriate and necessary.”