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Friday, November 03, 2006

Carphone gets another ticking off

On Thursday, Charles Dunstone promised to get rid of IVR’s in his call centres by Christmas because they annoy customers.

Well, I know something that annoys customers even more than IVR’s and that is “silent” calls. This is where an outbound dialler calls a list of telephone numbers and only passes the call to an attendant if someone answers the calls. In order words it increases the productivity of the sales / support function, but the problem is that if an attendant is not free than the call can’t be put through and is dropped, hence the “silent” call.

Ofcom have told off two minor telco’s: Carphone + Toucan (now owned by Pipex) and this could eventually lead to £50k fine.