Outbound Calls - How many times?

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Outbound Calls - How many times?
How many times can we call the customer to obtain information?


Call Centre Helper

Avoid persistent misuse
You need to make sure that you do not fall foul of the Ofcom persistent misuse rules.


The principal requirements of Ofcom’s approach to silent and abandoned calls are:
• limiting abandoned calls to a rate not exceeding three per cent of all live calls made in any 24 hour period;
• playing a brief information message giving details about any call answered before an agent is available;
• Calling line identification (CLI) information to be provided on outbound calls, so that consumers may return the call;
• a 72-hour period before a telephone number receiving an abandoned call may be called again without the guaranteed presence of an agent; and
• unanswered calls must ring for a minimum of 15 seconds.

I'm not sure that there is a total number - but I would expect that any more than 3 attempts (space 72 hours apart) could be viewed as misuse.

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