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News : Funeral Plan Firm Fined for 52,000 Nuisance Calls

#contactcenterworld

Cheshire, England, April 17, 2019 -- The Information Commissioner’s Office has fined a funeral plan firm £80,000 for making marketing calls to people who had opted out of receiving them.

52,000 people on the Telephone Preference Service (TPS) were called by the Avalon Direct Limited between March and November 2017, which is against the law.

The calls, made from call centre in Cheshire, were made by the company which at the time was called Plan My Funeral Avalon Ltd.

The ICO said its investigation into Avalon had found two of the company’s directors at the time of the contravention, had previously been involved in an unconnected ICO investigation.

It said the company involved in that case had been fined in January 2018 for carrying out unsolicited direct marketing.

Those same two people were also the directors of the lead generator company used by Avalon for the data collection in this current case, and suggest they would have been "fully aware of their legal obligations surrounding direct marketing, consent and the TPS register."

The ICO said it understands the directors concerned are no longer associated with Avalon.

"The funeral plan industry has been on our radar for a while and it is fair to say the sector as a whole has had some issues in terms of complying with the law," said Andy Curry, Enforcement Group Manager at the ICO.

"That’s not always reflected in volumes of complaints, however, because the very nature of this particular sector means the people being targeted for funeral plan sales may be older, potentially more vulnerable and may not be as technologically savvy or as active online."

Curry urged people to speak to older relatives, neighbours or friends and ensure they are registered with the TPS to avoid similar calls from other companies.

"If they have still been getting nuisance calls, they can help report these calls to us as this helps us build up intelligence on companies and sectors where we need to take action."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesscloud.co.uk


Today's Tip of the Day - Find The Right Solution

Read today's tip or listen to it on podcast.

Published: Thursday, April 18, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

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.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
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:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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