SO WHAT'S BEEN GOING ON?
HOW OFCOM SHOOK UP OUR INDUSTRY AND SUPPORTED VULNERABLE CONSUMERS EVERYWHERE.
Silent and abandoned calls can cause annoyance and stress to consumers, ultimately leading to an increase in consumer harm. Ofcom estimates that, despite existing policies, consumers receive 200 million abandoned calls and 1.5 billion silent calls per year and has vowed to scrutinise organisations and their policies in order to minimise consumer harm.
Having originally pledged to take enforcement action whenever more than 3% silent or abandoned calls are made, Ofcom has now classified any such call as misuse, and introduced greater punitive powers to those organisations that expose consumers to them. The regulator insists that any economic cost to the industry is outweighed by their duty to protect consumers from the harm and annoyance such calls cause.
SO WHAT DOES THAT MEAN FOR MY BUSINESS?
The likely implications of Ofcom’s revised policy are a higher number of actions and penalties. This will have a major impact on repeat offenders. In assessing cases, Ofcom will consider four main factors:
- Whether the misuse is repeated and over what period of time;
- The time of day any misuse occurs;
- The time taken to connect recorded messages to the consumer;
- The management and practices the organisation has in place.
THERE'S NO LONGER ANY ROOM FOR MANOEUVRE. FROM NOW ON IT'S COMPLY OR "BYE".
THIS NEW POLICY WILL BE ENFORCED FROM THE 1ST MARCH 2017
Non - compliant contact centres have little time to change. Be 100% responsible, reduce costs and increase sales.