From: "Saved by Windows Internet Explorer 7" Subject: :: ProtoCall One :: Date: Wed, 12 Sep 2007 11:55:12 +0100 MIME-Version: 1.0 Content-Type: multipart/related; type="text/html"; boundary="----=_NextPart_000_0000_01C7F533.C65E1420" X-MimeOLE: Produced By Microsoft MimeOLE V6.0.6000.16480 This is a multi-part message in MIME format. ------=_NextPart_000_0000_01C7F533.C65E1420 Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Content-Location: http://www.pc-1.co.uk/news_58.php :: ProtoCall One ::
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3DNews=20

70 per cent = of contact=20 centres have changed outbound operations following Ofcom's silent call=20 regulations
  • ProtoCall One unveils the results of its Webinar survey=20
  • Polled outbound diallers one year after the Ofcom ruling=20
  • Ofcom impressed by response but determined not to "take eye off = the ball"=20
ProtoCall One, the UK's premier systems integration = consultancy for=20 the contact centre industry, has unveiled the results of its webinar on = silent=20 calls, which polled outbound dialler contact centres one year after = Ofcom's new=20 regulations on silent callingwere introduced. The survey reveals that 70 = per=20 centof contact centreshave changed their outbound operations overthe = last 12=20 monthsin response to Ofcom's revised March 2006 regulations on outbound=20 calls.The results also show that only 20 per cent of the attendees could = claim=20 the new rules have had 'no impact' on their outbound operations. =

The=20 results of the ProtoCall One survey come just over a year after Ofcom = published=20 a new policy on persistent misuse of outbound diallers. It asserted that = a=20 company using diallers for outbound operations must have a call = abandonment rate=20 of no more than three per cent on live calls within any 24 hour period.=20 Additionally, contact centres must ensure that, in the event of a silent = call, a=20 brief recorded information message must be played within two seconds of = the call=20 being answered. Frank Philips, Consumer Manager at Ofcom, commented: "A = couple=20 of years ago silent calls were becoming a real menace, and had risen to=20 unacceptable levels. There have been significant efforts to comply with = our new=20 regulations so far - the industry as a whole hasclearly invested in = dramatically=20 cutting down onsilent calls. However, we can not be complacent - BT and = Ofcom=20 still receive a large number of complaints each month. Ofcom has just = this week=20 extended its ongoing, market-wide investigation by a further six months = and will=20 continue to take rigorous action against the worst offenders." =

"The=20 survey shows that Ofcom hasbeen successful in itsobjective toget contact = centres=20 toreduce the number of silent callsthey produce," commented Simon=20

Gresswell, Director of Professional Services at ProtoCall One. = "The=20 genuine threat of financial penalties - as well as the bad publicity of = being=20 'named and shamed' by Ofcom - has forced the contact centre industry to = take=20 action. As a consequence, many companies have invested heavily in new = dialler=20 technology, believing this to be the only way to avoid being prosecuted. = However, this isn't the case - as T-Mobile demonstrated at the webinar: = the most=20 important step an organisation can take is to implement effective = business=20 processes into outbound operations. This way you will comply with Ofcom=20 regulations and add considerable value to your contact centre."=20

ProtoCall One's silent calls webinar took place on 25th April = 2007, and=20 featured speakers from Ofcom, T-Mobile and Genesys. As well as = discussing the=20 technicalities of Ofcom's latest rules, topics of debate included the=20 operational, legal and technological aspects of developing new business=20 processes around the regulations. ProtoCall One's consulting expertise=20 helpscompanies to identify the key business strategies to both comply = with new=20 laws and enhance an entire outbound operation.

To watch an=20 onlinerecording of the webinar, please click here

About = ProtoCall=20 One
ProtoCall One is UK's premier systems integration consultancy = for the=20 contact centre industry. It is the leading independent advisor to the = country's=20 top telecommunications service providers, helping them develop advanced=20 network-based solutions for large contact centres. It is also widely = recognised=20 as the 'Number One' professional services and support organisation for = the=20 industry-leading Genesys Call Centre Solutions. ProtoCall One helps=20 organisations to identify and resolve the technical and business issues = involved=20 in integrating contact centres into mainstream business processes, with = a strong=20 focus on financial services, telecommunications, travel and public = sector=20 markets. Additional information is available at www.pc-1.co.uk or for = more=20 information please contact:

Cynthia Thompson
Marketing Manager
ProtoCall = One
Tel: 0870 204 2613
cthompson@pc-1.co.uk = 		Manuela Whittaker
IBA, PR for ProtoCall = One
Tel:=20 01780 721433
mwhittaker@iba-europe.com=20


<< Back=20





3D"Contact
3D"News
ProtoCall One Opens =
Office in=20 Australia
Silent Call Regulations =
Affect=20 Seven in Ten
Move to Workforce =
Optimisation=20 practice
more = >>
3D"ProtoCall
=A9 ProtoCall One 2006 Terms Of Use=20   


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