Bad Predictive Dialler Practices

November, 2011

Sytel calls for an end to the widespread disregard in the UK for the Ofcom rules on predictive dialling.

Call follows warnings issued by Ofcom to household names such as TalkTalk.

Sytel Limited, a global supplier of contact centre solutions, today issued a challenge to UK companies involved in telemarketing and outbound dialling to stop breaking the law or face an increasing consumer backlash.

In 2003, the UK communications regulator Ofcom published rules for predictive diallers, including a limit on the allowed number of abandoned or ‘silent’ calls. In 2010, penalty levels for non-compliance with the rules were raised from £50k to £2million.

Sytel CEO Michael McKinlay commented “Recent notifications served on TalkTalk, Homeserve and Npower by Ofcom have brought outbound calling back into the spotlight. There is unfortunately still widespread disregard in the UK for the Ofcom rules on predictive dialling.

A key reason is that many diallers are not built to perform well under compliance, so in the search for good performance, many users work outside the rules.

But it doesn‟t have to be this way. Call centres can be compliant, stay out of trouble and still get excellent performance. Sytel offers an alternative that boosts agent productivity with zero risk of penalty.”

“Uniquely, Sytel’s predictive dialler has been designed to give maximum performance under compliance and allows users to get up to 50% more talk time than with the alternative of progressive dialling. And the dialler ships in the UK with compliance limits in place, so that there is no scope or opportunity to operate outside the Ofcom regulations.

“The proof is in the pudding. If you want to know how it feels to get great productivity, without aggravating your customers or losing sleep over compliance, just ask our UK users”, McKinlay said.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

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Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

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Contact Center as a Service (CCaaS)

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Blended Media Desktop

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Work Anywhere

Browser-based tools, no software installation required

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Cloud Or On-Premise, Multi-Tenant

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Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

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Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

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Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

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Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

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Agent Scripts

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Voice and Screen Recording

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IVR, Bots & Conversational AI

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Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

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A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

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Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

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Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

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Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

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Customer Service

Connect quickly to well equipped agents

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Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

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Healthcare

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Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app