HomeServe fined £750,000 for abandoned calls
Filed under: News
HomeServe exceeded the limit on the number of abandoned calls it is allowed to make on 42 separate occasions during February 1 and March 21 last year, the communications regulator said. This resulted in an estimated 14,756 abandoned calls being made to UK consumers during this time.
It added that it took into account steps taken by HomeServe to comply with the rules on silent and abandoned calls and its offer to compensate consumers who suffered harm from receiving the calls.
Ofcom's consumer group director Claudio Pollack said: "Our rules are there to prevent consumers suffering annoyance, inconvenience or anxiety from silent or abandoned calls. We hope today's fine will send a strong message to all companies that use call centres that they need to ensure they are fully compliant with the rules or face the consequences."
A HomeServe spokeswoman said: "HomeServe is reviewing the detailed determination. HomeServe identified the issue and promptly reported it to Ofcom following an internal audit of all of HomeServe's telemarketing operations. The problem was identified as having resulted from the incorrect use of answering machine detection (AMD) technology via an outsourcer.
"HomeServe can confirm that it no longer works with outsourcers on its outbound marketing and that AMD is no longer used in any calls made by the company. HomeServe can also confirm that all of its dialler systems have been fully compliant with Ofcom regulations since March 22 2011, following the rectification of the errors identified during HomeServe's audit.
"HomeServe is providing goodwill gestures of £10 to customers who received a silent, abandoned or repeat call from the referenced outsourcer over the relevant period. Anyone who believes they were subject to these over the relevant period should contact the company before May 31 2012 on 0800 389 5280 and the claim will be investigated."
Silent and abandoned calls from companies are usually generated by automated systems known as diallers and answering machine detection technology. They are mainly used in call centres and connect the consumer to agents as soon as the phone is answered or disconnect calls made to answering machines.
Problems occur when the system dials more calls than agents can answer or ends an answered call by mistakenly identifying it as being picked up by an answering machine.
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