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|Ofcom's crackdown on nuisance/abandoned calls - & how new tech can help businesses be compliant|
|Wednesday, 08 July 2015|
Ofcom is in the throes of re-examining nuisance calls, an area where it already has strict rules, and imposes harsh penalties on companies that fail to keep within specified thresholds (fines up to £2 million). Whilst there is a regulatory framework to adhere to, the broader question is what is best practice in the contact centre?
A problem is that while most companies agree that call abandonment needs to be kept under control, attempts to do so whilst using traditional Answering Machine Detection (AMD) solutions have brought their own problems. Many firms have given up using AMD solutions or find them unwieldy for several reasons: they are aggressive - filtering out too many potential call recipients by creating high volumes of false positives, so data lists are worked through ridiculously quickly; they create delays in connecting to an agent, which can affect the outcome of a call, and thus impact productivity, and the sheer administrative headache, including having to take samples and create reports for Ofcom.
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