GoResponse Telephone Answering Service Staff

Contact centres conducting nuisance calls receive ICO fines

Worried Senior Woman Answering Telephone At HomeNuisance calls have been a hot topic in the call centre industry for many years. Now, the ICO has continued its regulation of telephone answering services by fining two firms that were bombarding consumers with unwanted calls and spam texts. Vincent Bond Ltd and Omega Marketing Services Ltd were found to be following bad practices and were fined £40,000 and £60,000 respectively.

Most call centres place a priority on providing excellent customer services and avoiding anything that could be deemed a nuisance by consumers. However, some firms have failed to follow the rules, and the ICO has now shown that this simply is not acceptable.

ICO Enforcement Manager Andy Curry said: “These companies showed scant regard for the law and that’s why we took action. The people they were calling and texting took action too – they took the time and trouble to complain and it makes a difference. It helps us identify patterns, trace hidden numbers and build up a case against rogue firms.”

Green energy equipment and solar power seller Omega Marketing Services failed to uphold rules for telephone marketing, making 1.6 million calls to Telephone Preference Service (TPS) registered consumers. Meanwhile, debt management firm Vincent Bond was found to have sent 346,162 spam texts to individuals who had never agreed to receive such contact.

The fines emphasise the importance of sticking to the rules. All call centres that want to optimise the quality of their customer services must make sure they are providing help rather than annoying customers.

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