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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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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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Ofcom Regulations for Call Centres making outbound calls

Do you make outbound calls from your call centre? If so, you might fall under the ruling of the latest Ofcom Regulations. Outbound automated diallers were first introduced into the UK in the early 1990s. As a result of initial ‘over-enthusiasm’ by contact centres, the Telephone Preference Service was set up in 1999 and today has over 15 million phone numbers registered. The DMA Code of ...
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Global SIP Trunks and UK DID Numbers for Call Centres, PBX and IP Infrastructure

SIP Trunking with Franzcom made easy! BT is phasing out ISDN by 2025, so now would be a good time to move to SIP trunking and VoIP phones services, if you have not already considered it. With ISDN you are limited to no more than 30 channels per E1, but the a single SIP trunk from Franzcom, you have unlimited SIP channels for inbound and outbound calls. You can either just use your SIP trunk fo...
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Call Centres – 16 checks to ensure you’re Ofcom compliant

Handling Silent and Abandoned Calls 1. Check your abandoned call message is being used for all campaigns 2. Check your abandoned call message content is correct for all campaigns 3. Monitor your abandoned call rate daily 4. Ensure your system rings for at least 15 seconds 5. Check your system follows the 2 second rule. The 2 second rule is mentioned a few times in the Ofcom guidelines, and th...
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