MXDigital helps customers comply with new initiative on silent calls

3 November 2005

MXDigital, the contact centre solutions specialist, has welcomed Ofcom's proposed new policy on the use of predictive diallers, which aims to reduce the level of abandoned calls. MXDigital solutions already comply with the stricter requirements in force in North America.

When call centres use predictive diallers to generate more calls than their agents can handle, the result is inevitably abandoned calls. Increasing public concern over the distress caused by 'silent' calls has led Ofcom to announce a consultation on a revised policy, as it considers high numbers of such calls to constitute 'persistent misuse' of a network.

Ofcom proposes that call centres ensure that their abandoned call rate does not exceed three per cent, that in the event of an abandoned call a brief information message gives details about the call, and that Call Line Identity information should enable a consumer to contact the company and ask not to be called again. In addition, the minimum ring time should be 15 seconds and a number should not be redialled less than 72 hours after receiving an abandoned call.

Paul Moorman, MXDigital Managing Director, comments,

"We are very well placed to give advice on meeting the proposed new Ofcom requirements, having already ensured that our technology complies with the much stricter North American legislation. MXDigital takes a highly proactive approach, keeping our customers up to date on all new regulations affecting call centres and providing training on the advanced features of our predictive dialler solutions, such as precision dialling where the system checks for agent availability before the final digit is dialled."