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centre

BT to shut EE headquarters in cost-cutting drive

Britain’s biggest mobile operator, EE, will abandon its headquarters to move into BT’s nerve centre at St Paul’s later this year, its chief executive has confirmed. Marc Allera told The Telegraph that EE was making preparations to move from its offices in the Paddington Basin to occupy multiple floors in BT Centre, overlooking Sir Christopher Wren’s masterpiece cathedral. The migration i...
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Abandoned and silent calls

The phone rings, you rush to answer but there's no-one on the line. Abandoned and silent calls can be annoying and irritating at the best of times. These are also known as CC and ping calls. But for some people – for example, those living alone – these calls can be particularly frightening. This guide explains more about these calls, what can cause them and what you can do about them. What...
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What are Ofcom’s rules on outbound calling times?

A question we often get asked is what Ofcom considers acceptable outbound calling times for call centres? As this is one of the common complaints people make regarding call centres, you’d have thought that this would be clearly defined and easy to establish. Perhaps surprisingly, it’s not. As this matter logically falls into the remit of the use (or misuse) of a public communications network, y...
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Limit the Ring No Answer (RNA) to 18 seconds for all call centre diallers

Ring No Answer (RNA) is the length of time that an outbound call rings before the predictive dialler hangs up with a call disposition of No Answer. Best practice is to set your dialler call timeout to 18 seconds per call, This also keeps you in line with the Ofcom "abandoned calls" regulations which is now 0% tolerance since March 2017. If asked “How should RNA time be set for maximum productivi...
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The understanding about what “abandoned calls” means for call centres

"Abandoned Calls" and prohibited by most telecom providers and regulators of the telecoms industry. Again the subject has come up with call centre customers. "Abandoned Calls", "Ping Calls", "Missed Calls", this is all prohibited call traffic, which is not approved by any telecoms regulator and Ofcom have now banned it. As of March 2017 Ofcom announced 0% toleration on Abandoned Call Traffic. ...
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Call Centre Dialler Callback Traffic is no longer allowed and you must adhere to Ofcom Regulations

Call Centre "Dialler Spam Call Traffic" of less than 18 seconds per call is not allowed under Ofcom regulations. Calls of 10 seconds or less per call, meaning the callee has to call back the caller are not permitted by Ofcom. You must meet the 3% abandoned call rate set down by Ofcom regulations. Even our carrier interconnects are now clamping down and blocking traffic on what we like to call "Di...
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VoIP Numbers for your Call Centre

Why have all the expense of call centre hardware switchboards and ISDN lines, when you can SAVE MONEY with a couple of Fast ADSL lines and have as many free VoIP phone lines as you require! With FranzCom you save money, by getting all your VoIP lines from FranzCom. For example: New ADSL line(s) or use existing one(s) (cheaper than ISDN) 1-100+ VoIP lines - £0.00 (free) Each addition...
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Call Centre and Hosted PBX Services

Hosted PBX VoIP phone system without all expensive hidden costs! Running a call centre or having a team of sales personnel, each with their own phone lines, with connecting extensions can be very expensive!  Well with FranzCom having a quality hosted PBX system and multiple phones lines will Save you money over your existing supplier. (we can also port existing geographic numbers to our network) ...
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