Ofcom changes rules on silent calls
Ofcom will apply tougher rules to call centres from 1 February 2011 in an attempt to reduce the number of silent calls received by consumers.
Call centres: Ofcom changes rules on silent calls
The telecoms and media regulator believes silent calls are mainly generated by answer machine detection technology that is designed to detect answer machines and thus save outbound call handlers from making a wasted call.
When the technology sometimes mistakes a "live" consumer for an answering machine, it can seem to consumers as if someone is hanging up on them.
The rule change will prevent a company using answer machine detection equipment more than once a day, unless a call centre agent is on hand to answer the call.
Ofcom said it has received more complaints (over 6,800) about silent and abandoned calls so far this year than the whole of last year.
It intends to use, where appropriate, the full extent of the new maximum financial penalty of £2m granted by parliament last week. The maximum levy was previously £50,000.
Latest jobs Jobs web feed
- Business Development Executive Bullfrog Digital LTD Up to £30k + Commission and benifits, Shoreditch
- Head of Strategy, Insight & External Relations London & Partners COMPETITIVE + PRP + BENEFITS, London Bridge
- Senior Account Manager Hot Cow Between £32,000 - £35,000 with discretionary bonuses., Near Chiswick Business Park, a fun and vibrant location to work with events, a lake and bars.
- Project Manager - Integrated / Digital - Superb London Agency Fill Recruitment Ltd £40k - £50k plus bonus and superb benefits!, Central London
- Account Manager - Communication/ Branding to £35k Network Career Consultants £30000 - £35000 per annum, London
- Global Insight Manager Ball & Hoolahan £60,000 plus Car/ Car Allowance, London