MX Digital helps customers comply with new initiative on silent calls

9 November 2005

MX Digital, 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. MX Digital’s 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, MX Digital 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. MX Digital 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.’

About MX Digital

MX Digital is the UK’s foremost contact centre solutions specialist, helping companies enhance customer interactions via voice, email, the Web and fax. Being independent rather than tied to one manufacturer, MX Digital constantly searches the marketplace for the best technologies, selecting only leading platforms and applications so that the solutions it delivers remain at the forefront of technical innovation. Based on more than 20 years’ experience in the industry, MX Digital’s personalised service includes full systems training and 24–7 support.


For more information, contact:

Ella-Louise Rowe
Targetwire
Tel: 0207 3501 100
e-lrowe@targetwire.com
www.mxdigital.co.uk


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