It’s estimated that a staggering 1.5 billion silent and 200 million abandoned calls are received from call centres every year (ICO). These calls are often companies who use a dialler to contact customers and followers of their business, enabling them to send out large volumes of outbound calls without the strain on staff.
The effects of this have spurred Ofcom’s latest intervention to knuckle down on abandoned and silent calls, and in doing so have updated a policy originally brought into action in 2010. These are the alterations they plan to make.
- A reduction in the tolerance for abandoned call rates (ACR), from 3% to 0-1%
- Expanding the definition of what abandoned and silent calls actually are.
These changes have not been established yet, but if put into effect could have a negative impact for debt collection agencies and their heavy dependence on the use of diallers, where they fail to meet the standards of compliance, such as an increased workload for staff.
Here at Esendex we take silent and abandoned calls very seriously, understanding the benefits Voice services can bring to the debt collection industry and the importance of compliance to avoid hefty fines. We’re able to work with DCA clients in order to proactively research, develop and implement solutions to common issues raised by the use of diallers.
Silent calls are usually caused by a dialler mistaking a human answering for an answer machine and therefore remains silent.
Our systems are 98% accurate in detection. What does this mean? In the event of a misdetection occurring, we offer an inbuilt answer phone function that is triggered when a human answers. Beep detection is offered for the opposite scenario when an answering machine is misdetected as a human and will play a recorded message on the beep.
Abandoned calls are often caused by staffing issues in contact centres, where availability of staff for dialler transfer is a problem, meaning calls are just ended, or abandoned – even when the recipient picks up.
Our Voice Broadcasting enables better control of the amount of outbound calls made at a given time, meaning that the transition between broadcast and transfer is seamless; employees won’t be overwhelmed with calls and your customers won’t be left annoyed.
The implementation of a Voice Broadcasting service can not only help you increase productivity levels, but also ensures you’re compliant with the new regulations with maximum satisfaction for customers.
To speak to a member of our team about ditching your dialler for a more compliant, cost-effective and efficient Voice system, call a member of our team on 0345 356 5758.