ITSPA, the UK voice for next-generation communications has launched its new Quality Mark this month and has announced just five successful applicants to the new standard including VoiceHost.
Eli Katz, the Chair of ITSPA said
“We are delighted to launch this enhanced version of the Quality Mark which helps customers choose providers who go above and beyond the best practice to ensure a reliable and trusted service. We have made significant changes to the requirements of the original Quality Mark which reflects the next generation of the industry. Congratulations to the first five companies".
Requirements to pass include a nine-point checklist covering a range of topics that are crucial for protecting customers. These include call fraud controls, transparent number porting arrangements and adhering to both best practice and 99.99% up-time guidelines set out by ITSPA.
Focusing on providing hosted communication and broadband services to businesses, Simon Richards, Business Operations Manager at VoiceHost said "We're delighted to be included in a small group of firms recognised by the new national standard. During the application our service was tested rigorously and passed with 100% up-time".
The new Quality Mark has ten requirements:
- Adherence to the ITSPA Code of Practice and Best Practice Guidance documents
- Evidence that their platform design is resilient and that they deliver a reliable service, which will be measured by ITSPA as 99.99% availability between 8am & 8pm Monday-Friday, using the VoIP Spear monitoring platform.
- Transparent porting arrangements
- Active fraud control measures
- Evidence of access to the emergency services
- Easy to find information on complaints & dispute resolution
- Policies in place for Nuisance Calls & CLI Presentation
- Evidence of Data Protection & Retention Compliance
- Evidence of their Single Point of Contact, showing that there is an easy way to contact the member with issues arising
- Evidence that the company is incorporated with limited liability (LTD, PLC or LLP).
