Workforce management in outbound call centres
Workforce management is difficult enough in an inbound call centre, but when you go outbound it can become a lot more complex. Simon Angove gives a few pointers. (more…)
Outbound Dialing Reference Guide
This week we launch the second phase of the Outbound Dialling Reference Guide. 19 articles have been added or updated, bringing the total to 32 articles.
As far as we can work out, this makes it the largest independent collection of writing on outbound dialling on the internet. (more…)
Stunell speaks out on silent calls
MP Andrew Stunell has joined forces with consumer groups to highlight the problem of silent telephone calls, which cause misery for thousands of consumers. (more…)
Outbound dialling using answer machine detection: banned or not?
Answer machine detection (AMD) has proved to be a very hot topic. Ofcom has recently issued revised guidelines. So has it been banned or not?
We asked our panel to clarify the situation. This is what they said… (more…)
Abandoned and silent calls still major compliance issue
Research demonstrates that only 40% of respondents using software diallers were tracking abandon calls at campaign level; essential to ensure compliance to Ofcom’s regulations on abandoned and silent calls. (more…)
What to look for when buying - a responsible outbound dialling solution
Silent and abandoned calls are a well known nuisance to consumers and Ofcom has outlined new rules to provide a consistent and enforceable framework for the responsible use of outbound dialling systems. One of the most important parts of the new regulation is that no more than 3 per cent of live campaign calls over any 24-hour period may be silent or abandoned – otherwise Ofcom can take action and impose heavy financial penalties for non-compliance.
Here are the key features to look for… (more…)
CRM Solution helps Severn Trent to recover £3 million in unpaid bills
The Interactive Voice Messaging (IVM) solution from Qire has been used to issue 176,000 messages to customers in arrears, connecting Severn Trent agents with the account holder to not only boost collection rates but also ensure optimum operational efficiency and promote more personal contact with customers. (more…)
Research reveals benefits of new telemarketing regulations
A continuing rise in TPS registrations means that 60% of UK households are actively preventing unsolicited sales and marketing calls. (more…)
A beginner’s guide to the Ofcom regulations
Do you make outbound calls from your call centre? If so, you might fall under the cosh of the latest Ofcom Regulations.
Sian Ciabattoni takes us through them. (more…)
Ofcom bans Answer Machine Detection
Ofcom has effectively banned Answer Machine Detection (AMD) for outbound diallers.
They have said in public on several occasions that they believe AMD to be the major cause of silent calls in the UK. (more…)
