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News : Glasgow Call Centre Fined £150,000 for Nuisance Calls

#contactcenterworld

Glasgow, Scotland, Sept 6, 2021 -- A Glasgow-based business has been fined £150,000 by the Information Commissioner’s Office (ICO) for making more than half a million nuisance marketing calls.

DialADeal Scotland (DDSL) made "non-existent" calls to people proposing green deal energy saving schemes, which included boiler, loft insulation, home improvement grants and window replacements.

The ICO said the company broke the law by dialling people who had not given permission to receive these sorts of calls registered on the telephone preference service (TPS).

The calls, which were made between August 2019 and March 2020, generated more than 500 complaints to the ICO and the TPS by its subscribers.

These complaints suggested that DDSL had used several false trading names and the ICO’s investigation found that the company also disguised the telephone numbers they were calling from, which is also illegal.

Ken Macdonald, head of ICO regions, said: "DialADeal were breaking the law on a number of fronts, not only were they making calls to people without their permission, they were also hiding their identity using false names and spoof numbers.

"Calls about green deal schemes can be a real problem as people often believe they are legitimate but, thanks to the complaints made by the public, we’ve been able to take action.

"Companies making similar nuisance calls should take note, we use our powers where we see serious breaches of the law."

The ICO has also issued the company with an enforcement notice, ordering it to stop making unsolicited marketing calls and has successfully blocked its attempt to be struck off the Companies House register to try and avoid paying any fine.

#contactcenterworld

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


About Information Commissioner's Office:
Company LogoOffice responsible for the enforcement of the Data Protection Act 1998, and also responsible for Freedom of Information.
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Today's Tip of the Day - Take Your Time

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

Published: Tuesday, September 7, 2021

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2022 Buyers Guide Call Routing Optimization

 
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Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

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Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

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OpsTel Services

SPEED
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
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
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