TouchStar Fully Complies with New Ofcom Regulations

As you may have seen or heard in the news, the new Ofcom regulations concerning abandoned calls and answer machine detection came into force today. Call centres now must ensure:

• Abandoned/dropped call rates must now include a reasoned estimate of false positives (where a live person is detected as an answer machine).

• When contacting a consumer using a predictive dialler and an answer machine is detected, you cannot call back for a period of 24 hours unless a call centre agent is on hand to answer the call.

The financial penalty available to Ofcom to assist in combating silent calls has now increased from £50,000 to £2 million.

At Daviker, we have already ensured that all our customers are fully compliant with the new regulations. The TouchStar Predictive Dialler has always provided businesses with total reassurance that any outbound calling activity works within the Ofcom, FSA and DMA guidelines.

TouchStar complies with the above regulatory changes by calculating the abandoned rate based on the formula supplied by Ofcom and the DMA. In addition, TouchStar's recall rules ensure all customers remain fully compliant with the new regulations.