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News : Ofcom Issues Fine for Silent and Abandoned Calls
London, UK, Aug 24, 2015 -- The UK telecoms regulator, Ofcom has fined XS Remarketing, trading as Debt Masters Direct, £150,000 for making silent and abandoned calls.
An Ofcom investigation into Debt Masters Direct found that between 9 March 2014 and 28 April 2014, the company made multiple abandoned and silent calls during 37 separate 24-hour periods.
An abandoned call is one that ends when you pick up the receiver. Instead of a person on the other end of the line, you may hear a recorded message from the organisation trying to call you. A silent call occurs when no recorded message is played at all.
They often occur when automated dialling systems used by call centres dial too many numbers and there are not enough call centre agents to handle those calls.
The recorded message should include information on who the call has come from and details on how to call back and opt out of future calls.
During the investigated period, Debt Masters Direct failed to include details of an appropriate number in the information message that would enable the recipient to call back and decline further calls from the company.
The company also made repeat calls to specific numbers within 24 hours when a call had been identified as being picked up by an answer machine.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, August 25, 2015