Diallers - Important information on connecting a dialler to VoiceHost

We have some requirements for diallers connected to our platform. Any abuse of these rules will result with immediate account suspension or termination.

Our requirements are formed by the rules and regulations from three parties; us; Ofcom; and the ICO. The regulations, or links to the regulations, can be found below.


VoiceHost Dialler Requirements

  1. ACD (Average Call Duration) must remain over 20 seconds (irrespective of call direction)
  2. Maximum of 2 calls per Agent at any time
  3. Maximum of 3 calls per second at any time
  4. All Dialler Traffic must use our TPS-checking service at the prevalent rate.

Ofcom Regulations for Diallers

All Dialler Traffic must comply with the recommendations in the Ofcom Revised Statement of Policy on the Persistent misuse of an electronic communications network or service.

http://stakeholders.ofcom.org.uk/binaries/consultations/persistent_misuse/statement/misuse_statement.pdf

Including, but not limited to the following Ofcom recommendations: 

  1. You must limit abandoned calls to a rate not exceeding three per cent of all live calls made on each individual campaign over a 24 hour period; 
  2. You must play a brief information message of 30 seconds or more giving details about any call answered before an agent is available; 
  3. You must provide calling line identification (CLI) information on outbound calls so that consumers are able to make a return call; 
  4. You must allow a 72-hour period before a telephone number receiving an abandoned call may be called again without the guaranteed presence of an agent, and
  5. Unanswered calls must ring for a minimum of 15 seconds. 

ICO Regulations for Diallers

All Dialler Traffic must comply with the recommendations in the ICO Guide to Privacy and electronic communications.

https://ico.org.uk/media/for-organisations/guide-to-pecr-2-4.pdf

Including, but not limited to the following ICO recommendations:

  1. If any subscriber has told you to stop making telesales calls to their number, you must comply with that request. 
  2. You must not make or instigate the making of unsolicited telesales calls to any number listed on the TPS register. 
  3. TPS registration takes 28 days to come into force. Calls may be made to a number during the registration period unless an opt-out request has also been made to the caller (see 1 above)
  4. You may make or instigate the making of unsolicited telesales calls to a TPS-registered subscriber if that subscriber has notified you that, for the time being, they do not object to receiving such calls on that TPS-registered number 
  5. A subscriber can withdraw that overriding consent at any time, in which case, further telesales calls must not be made to that number. 
  6. You must identify yourself when making a telesales call. If asked, you must provide a valid business address or Freephone telephone number at which you can be contacted. When using a subcontractor, the subcontractor’s call centre staff must identify the instigator of the call (that is, the organisation on whose behalf they are making the call).
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