Achieving excellent performance while dialing within FTC and Ofcom rules - Jenny MacLean - ContactCenterWorld.com Blog
In their recent Policy Statement, the UK Regulator Ofcom, have withdrawn the 3% safe harbour for abandoned calls. To avoid running into trouble with Ofcom’s misuse test, we expect dialer users in the UK will elect to lower their abandoned call threshold to 1%.
Sytel is the only known dialler to deliver excellent performance under Ofcom ‘abandoned call’ rules and our customers can achieve substantial performance benefits, even at a 1% threshold.
Dialing below the 3% abandoned call threshold is already common amongst Sytel customers in the UK and USA. Operators want to dial responsibly, producing only low levels of abandoned calls, to avoid risking customer annoyance. They can do this with Sytel whilst achieving excellent performance - even at a 1% abandoned rate.
The brutal fact is that many diallers struggle to deliver performance benefits under abandoned call rules. They were simply not designed to cope well with the tough dialing conditions found in the US and UK’s. Ofcom’s intention to ban all Silent Calls, which have been by far the biggest source of nuisance calls for many years, will make life increasingly difficult for many dialler vendors.
To read more about this visit the January press release on the Sytel website.
To understand the level of performance you can achieve with Sytel, whilst dialing responsibly and avoiding issues with regulations, please contact Sytel or message me for further information.
Publish Date: January 26, 2017 5:31 PM