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Silent call (Read 53,676 times)
NonGeographicalMan
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Re: Silent call
Reply #60 - Jul 12th, 2005 at 11:49am
 
Thanks for that.

Some BT staff in their Nuisance Calls Bureau were maintaining that I needed to hang up for 30 minutes to clear the call which I disputed.

In practice hanging up for over 10 seconds normally works but it would seem that with calls from India the full 3 minutes worth is required.

I got the 10 seconds of hanging up figure from a BT Operator 2 or 3 years ago.  But that was before Indian call centres became the norm.

I didn't even know there was a BTwebworld website!  One learns something new every day.
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Dave
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Re: Silent call
Reply #61 - Mar 1st, 2006 at 12:28pm
 
Ofcom has today published a statement on silent calls:

http://www.ofcom.org.uk/media/news/2006/03/nr_20060301

Quote:
The new rules include three key requirements:

   1. Abandoned call rates must be below three per cent of all calls made in any 24 hour period for each campaign. An Ofcom investigation into silent calls last year found that some call centres' abandoned call rates can be significantly higher than the five per cent maximum required by existing voluntary industry codes. Ofcom believes that setting an enforceable three per cent limit will significantly reduce the volume of abandoned calls, while allowing the legitimate and responsible use of automated calling systems;
   2. All abandoned calls must carry a short recorded information message identifying the source of the call;
   3. Calling line identification (CLI) must be included on all outbound calls generated by automated calling systems. CLI allows people to dial 1471 and access the telephone number of the person or organisation calling them.

The second one is a very good idea and should go some way to allaying the nuisance of silent calls. I do question how Ofcom will actually enforce this because it's one thing coming up with 'rules' and its another to ensure those who don't operate by them are delt with accordingly.
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NonGeographicalMan
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Re: Silent call
Reply #62 - Mar 1st, 2006 at 12:41pm
 
Dave wrote on Mar 1st, 2006 at 12:28pm:
The second one is a very good idea and should go some way to allaying the nuisance of silent calls. I do question how Ofcom will actually enforce this because it's one thing coming up with 'rules' and its another to ensure those who don't operate by them are dealt with accordingly.


Ofcom are long on fine words and worthy statements and short on action against the most crooked and deceitful abusers in the telco industry.

As a result of obtaining a household insurance quote I received a Silent Call that I know came from MoreThan as after getting the silent call with number Unavailable then three minutes later I received another call with Unavailable from a live More Than sales person preceded by a delay on the line after I picked up before anything happened.  I asked why they had made a Silent Call 3 minutes earlier and they denied it was them and so I asked why they showed number Unavailable and they offered no explanation.  As that is the only Silent Call (as opposed to unwanted sales calls from a human despite my TPS registration of which I get one may be every 2 or 3 months) I have received in the last 12 months it isn't generally a big problem but it is the reason why I am absolutely certain the Unavailable call was from MoreThan.

As to small companies selling carpet cleaning services I have had 2 or 3 of these in the last year and each time it has been Number Unavailable.  I have listened to the sales spiel and said I am busy at the moment so can I have a number to call back on and each time been refused.

When I tried to ask both the TPS and Information Commissioner if they had the power to force BT to obtain and provide them with the CLI of such a call if I gave the time and date they said they did not and there was nothing I could do about such calls.

My experience of Ofcom is that they only bother investigating matters where they have had several hundred complaints about the same companies and if the companies carry on with using Unavailable as the CLI there will be no way to stop the abusers.  Unfortunately the whole Ofcom regulatory system relies on everyone being a "Jolly Decent Chap" so the abusers simply walk away unchallenged. Shocked Angry Angry
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Dave
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Re: Silent call
Reply #63 - Mar 1st, 2006 at 12:50pm
 
Quote:
My experience of Ofcom is that they only bother investigating matters where they have had several hundred complaints about the same companies and if the companies carry on with using Unavailable as the CLI there will be no way to stop the abusers. ...

Ain't that the case!

I've had calls on a number I never give out and is TPS registered. These often start by asking for the house owner. Unfortunately, these people who want information from the person they're calling don't want to provide information on where they're calling from.

These people/companies are a blight on the telephone system, no-one invites them to call, they just do it!
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NonGeographicalMan
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Re: Silent call
Reply #64 - Mar 1st, 2006 at 12:56pm
 
Dave wrote on Mar 1st, 2006 at 12:50pm:
These people/companies are a blight on the telephone system, no-one invites them to call, they just do it!


I usually start off seeming as though I am interested in their service and trying to get a number to call them back on and/or who the company is.  Then if they are obstructive I ask them if they are not aware of the TPS list and why they are not screening their call set against it.  I then usually give them a piece of my mind about calling people on the TPS list like this that centres on them clearly not being able to find a better way to earn a living and so on and I suggest that they never darken my telephone number again. Curiously by this point they often already seem to have hung up on me.  Now I wonder why?  SmileyUndecided Roll Eyes Wink
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« Last Edit: Mar 1st, 2006 at 12:57pm by N/A »  
 
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NonGeographicalMan
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Re: Silent call
Reply #65 - Mar 1st, 2006 at 1:01pm
 
Dave wrote on Mar 1st, 2006 at 12:50pm:
These people/companies are a blight on the telephone system, no-one invites them to call, they just do it!


I feel the same way about FreePay being a blight on the good name of the Cashback website industry Dave. Wink Roll Eyes

Of course happily in the end the powers that be on this website did finally get the message.  Now we have a link to a website actually designed to help people not be ripped off and one that also lists suppliers which don't pay them any commission on transfers to boot.  And with the latest British Gas and Powergen price increases there couldn't be a much more moral money saving website link for this site to promote. Smiley
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