Silent calls are a significant cause of inconvenience and anxiety for thousands of people every month. Most silent calls are not generated with malicious intent but occur when call centres using automated calling systems generate more calls than their available agents can deal with. When the person called answers the telephone, there is no agent available, resulting in silence on the line.
Contact centres now risk fines of up to £50,000 if they fail to comply with the latest Ofcom rules which require that abandoned or silent calls must be less than 3 per cent of all calls during a 24 hour period. The previous voluntary guide was 5 per cent.
Netcall, a provider of callback, auto-messaging and contact solutions, welcomes Ofcom?s new rules to protect consumers from silent calls; the company also confirms that its flagship product, QueueBuster, always secures an agent before putting calls through to a customer, totally eliminating any risk of silent calls and ensuring full compliance with the new requirements published on 1st March 2006.
Related posts:
- Ofcom target silent calls Ofcom today announced a series of measures to take action...
- New Ofcom Ad Rules May Drive Viewers To The Internet UK electronic media watch dog Ofcom has new proposals, which...
- Ofcom warns of mobile phone scam Mobile-phone users are being warned to watch out for rogue...
- BT statement on Ofcom strategic review BT welcomes the comprehensive review of the UK telecoms sector....
- Ofcom publishes accounts for July 2002 ? March 2003 Ofcom, previously Oftel and others, have just published the organisations...