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To make matters worse, most victims of these nuisance calls aren’t aware that they can claim this compensation directly from the bank for free. The fact that banks haven’t actively sought to make customers aware of this, and PPI management companies have kept it quiet, would seem to go against the FCA’s Treating Customers Fairly principle, particularly one of the core outcomes specified:
Outcome 3. Consumers are provided with clear information and kept appropriately informed before, during and after the point of sale.
This type of irresponsible cold calling negatively impacts consumers, both in the B2C and B2B spheres, and gives genuine telemarketing a bad name. Whilst a cut-off deadline has been set for PPI, it is probably only a matter of time before another issue triggers the next wave of claims calls or spam texts, given the huge industry now fuelling the fire. So what steps have been taken to try and protect consumers and establish better practice? Let’s look at the regulations surrounding cold calling and telemarketing.
What’s being done?
Since 1999, The Telephone Preference Service (TPS) has attempted to tackle endemic nuisance calls. Whilst it is illegal to cold call customers registered with the TPS, unfortunately many ignore the law, and the same laws do not apply to cold texting. What is more, TPS has itself been undermined by scam companies offering a paid-for service to block cold callers, whilst there is no charge for signing up to the official register. These disreputable companies are scamming consumers and fuelling the issue they claim to fix.
Since February 2015, the government has taken measures to clamp down on the companies behind cold calls and nuisance text messages. Whilst it has become much easier under new legislation to impose fines of up to £500,000 on the companies cold calling and texting, these measures haven’t yet provided a sufficient deterrent.
As of April 2016, cold callers ignoring the increased risks of fines have been forced to display their number, even if the call centre is based abroad. In line with fair treatment policies, this gives customers the chance to weed out the legitimate calls from the nuisance ones. Again, though, this hasn’t been very effective, as too many businesses both in the UK and overseas ignore regulations in favour of commercial gain.
Sadly, it appears that, however stringent the legislation, there will always be businesses willing to put profit before customer interests. Ironically, the new General Data Protection Regulations, which will introduce tighter controls around marketing consent and higher fines from May 2018, may themselves fuel the next epidemic of cold calls and spam texts to follow PPI.
Telephone marketing done right
Clearly, for any company that values its reputation and understands that trust is the key to successful and profitable customer relationships, harassing individuals with irrelevant, unsolicited cold calls is not a foundation for business success. Whether telemarketing to businesses or consumers, it is important to work with an agency that builds trust and reinforces brand reputation with the target audience. At The Telemarketing Company, we’ve worked with major companies whose brand is their most precious asset and whose business model is centred on customer needs. It is critical therefore that our services are always transparent and compliant. Here’s how we get it right:
What we do:
What we don’t do:
Done well, telemarketing and phone research provide effective tools with which to protect customer interests and rights and there are many reputable agencies, including ourselves, supporting that effort. FCA audited ‘Treating Customers Fairly’ compliance calls form a significant part of the work we do, ensuring customers have not been mis-sold products or services (including PPI) particularly in regulated sectors such as finance and insurance. We also carry out customer satisfaction programmes for clients in many different industries, providing a channel of two-way communication, capturing customer feedback, both positive and negative, to help them better support their customers.
Publish Date: October 31, 2017 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
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