GoResponse Telephone Answering Service Staff

TalkTalk fine highlights quality importance

The importance of providing a high quality call centre service has been highlighted after Ofcom revealed that they had fined TalkTalk £750,000 for making silent calls.  Consumers often pick up the phone to find that the call at the other end is dead, the caller often being a contact centre that has sent out several call requests or failed to implement answer messages.  With the regulatory body imposing such a fine, it has shown those offering telephone answering services the importance of following through every call.

In an investigation of the company, Ofcom found that there were an excessive number of silent and abandoned calls during 2011.  On many occasions, TalkTalk’s automatic message did not play, resulting in customers receiving around 9,000 silent calls.  Claudio Pollack, Ofcom’s Consumer Group Director, said: “Silent and abandoned calls can cause annoyance and distress to consumers.  Companies must abide by the law and Ofcom’s policies.  If they fail to do so then Ofcom will take firm action.  Today’s penalty sends out a strong message to organisations using call centres that they must comply or face the consequences.”

The size of the fine will highlight the importance of call centres taking every step to avoid making calls that become a nuisance to customers.  Telephone answering services should strive to ensure that the highest quality care is offered to consumers, and by taking steps to avoid silent and abandoned calls, companies can avoid fees and a bad reputation.

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