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PPI Claims Deadline – the end to nuisance calls, or a new plague? - The Telemarketing Company - Blog

PPI Claims Deadline – the end to nuisance calls, or a new plague?

Earlier this year, the Financial Conduct Authority (FCA) announced that customers would not be able to claim any PPI compensation after August 2019. Cue warnings from watchdogs for customers to expect a ‘plague’ of cold calls from PPI management services, looking to make quick money.

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.

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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:

  • Our briefing process is robust so that our agents are crystal clear on the client’s proposition and brand values.

  • We qualify and profile the data we use and call only those for whom the offer is useful and relevant.

  • We have deep and broad experience in a wide range of industries so our calls are driven by customer interests and issues, rather than a script.

  • Our specialist teams are native language speakers to ensure the fluency of every conversation and bring the human touch to the fore in each interaction.

  • We record all telemarketing calls for quality assurance and screen against C/TPS

  • We display our number for every call we make and when requested, immediately remove numbers from our call list.

  • We work within an industry best practice framework including FCA authorisation, ISO 9001 accreditation, and Investors in People. The company is a DMA member, Company Partner to the Market Research Society and authorised training centre for the Institute of Sales Management.

What we don’t do:

  • We’re never overbearing, pushy or rude.

  • We don’t go off topic.

  • We don’t get angry in the event of rejection.

  • We don’t skirt around customers’ questions.

  • We never lose sight of the customer’s interests – we keep these at the heart of every call.

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.

Hopefully with time, regulations will catch up with those businesses who choose to put commercial gain ahead of best practice but, in the meantime, phone based contact and research play a valuable role in protecting customer rights. A reputable telemarketing partner can help companies who respect their customers and value their reputation engage with their target audience through meaningful interactions that build positive, lasting relationships built on trust.

If you’d like to know more about the work we do, give us a call.


Publish Date: October 31, 2017 5:00 AM

2021 Buyers Guide Inbound Call Handling Services


2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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.

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
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Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
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* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
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* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

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VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
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Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

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PPI Claims Deadline – the end to nuisance calls, or a new plague?October 31, 2017 5:00 AM
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