Compliance with Ofcom's dialling regulations

All of MX Digital’s predictive dialler systems comply with Ofcom’s latest dialling regulations below.

Summary Of Ofcom's Dialling Regulations:

• The ‘abandoned call’ rate shall be no more than three per cent of ‘live calls’ on each individual campaign over any 24 hour period:

in the event of an ‘abandoned call’, a very brief recorded information message is played within one second of the call being answered, which;

identifies the company on whose behalf the call was made;

identifies the intended purpose of the call (i.e. “an unsolicited sales call”, “a call as part of debt recovery”, etc)

offers the called person the possibility of declining to receive further calls from that company by contacting a no charge (0800) or Special Services basic rate (0845) number;

includes no marketing content and is not used as an opportunity to market to the called person;

calls which are not answered should ring for a minimum of 15 seconds before being terminated;

when an ‘abandoned call’ is made to a particular number, that number is not called again in the following 72 hours, unless a dedicated operator is available;

for each outbound call a CLI number is presented to which a return call may be made which is not charged at a higher rate than the national call rate;

either a recorded message or a live operator is available at the CLI number presented to inform called persons of the identity of the organisation that called them, the intended purpose of the ‘abandoned call’ and that the called person’s number will be deleted from the organisation’s database and added to its in-house suppression list at the called person’s request if they leave their name and telephone number;

any call made by the called person to the contact number provided shall not be used as an opportunity to market to that person;

records are kept that demonstrate compliance with the above procedures.

As part of the new Ofcom regulations, companies making outbound calls are required to pass a CLI (callers phone number) to the customer, allowing the customer to call back the telephone number given and either speak to a call centre agent / customer services representative or leave a voicemail message to ask to be removed from the calling list. MX Digital can now provide a complete service to take these voicemail messages and automatically convert them to email or SMS text format, intelligently routing them to the call centres call centre agents / customer services representatives to act upon the information left by the customer, whether it is to remove them from the calling list or to re-schedule a call back. The voice to email conversion technology frees up call centre resources by transcribing the voicemails to emails and therefore allowing them to be actioned in a more reliable, fully audited manner.

Click here for more information