Woking (UK), September, 2008 – Rostrvm Solutions welcomes the publication of Ofcom’s “Revised statement of policy on the persistent misuse of an electronic communications network or service” published on the 10th September, 2008 which sets out its guidelines regarding  abandoned and silent calls, as it relates to call centre diallers.   

“This revised statement provides useful clarification of a number of areas that were previously open to interpretation, providing valuable guidance for outbound call centre operations.“commented Ken Reid, Marketing Director, Rostrvm Solutions
   
“ But we also recognise that the new element in the area of accounting for Answer Machine Detection ‘false positives’ requires careful consideration by each of our users on a case-by-case and campaign-by-campaign basis.

In addition, the clarification that multi-site contact centres operating outbound campaigns from several locations may use aggregated data to calculate the abandoned call rate, could have an impact upon customers’ operational processes”.

The Ofcom announcement states that   “Ofcom considers that where a company is operating multiple campaigns simultaneously from one or more call centres, it may be appropriate to calculate the abandoned call rate using an aggregation of data across all call centres and/or all campaigns run by and on behalf of the company.”

Reid continued “Clearly, as a leading supplier of predictive diallers we have a key role to play in the education and training of users and prospects towards compliant behaviour. We have already provided educational material such as our recently-published guide to planning outbound campaigns and will publish further updates over the coming days and weeks.”

Rostrvm Solutions confirms that the current release (7.1) of our predictive dialler product, rostrvm OutBound, is easily configured to conform to the guidance in Ofcom’s revised policy. Specifically in the area of Answer Machine detection the rostrvm dialler incorporates selectable options to determine the treatment of Answer Machines for each campaign, intelligent modification of Answer Machine Treatment as a campaign ‘ages’ and can also offer different answer machine treatments for each individual that you are calling.

The predictive dialler in combination with rostrvm’s comprehensive inbound call-handling suite provides comprehensive support for the revised policy for managing outbound call management and handling calls received as a result of informational messages and CLI presentation.

Reid continued “It is imperative that the whole UK call centre industry supports the revised policy and, through our consulting service and published materials, we offer assistance to any call centre needing help to conform”.

To obtain a free copy of the guide to outbound campaign planning, please visit http://www.rostrvm.com/diallerplanning