Sky News recently reported that unwanted nuisance calls and texts have risen to around two million per day, according to government figures, with a lot of the blame being laid on PPI and accident claims firms.
Around this time last year it was reported by The Guardian that nuisance calls were up to 10,000 per month, again mainly due to PPI cold calls, showing just how the lack of action in the past twelve months has allowed the situation to worsen.
Industry figures have shown around 30 million Britons received an unwanted communication about PPI alone last year. Ed Vaizey, the Culture Minister, has told the Commons that the Government will make it easier for the regulators to fine rogue marketing firms that make unwanted silent and recorded calls, in an effort to remedy the situation.
In the home they are a source of annoyance and stress. However, in the workplace they cost time and money. Telecoms expert Ian Hilton from Tech Advance believes that there are ways to cut down on over half of the calls that come into the office without losing any potential business.
He stated: “The situation is ridiculous. I thought it was crazy when I spoke about this issue last year, but now the figures are off the charts. I hope this causes regulatory bodies to finally take action. In the meantime, fortunately, there are things you can do to reduce the impact.”
“After some research we found that a lot of calls can be handled more efficiently with without speaking to an actual person, so we can reduce the amount of time a member of staff is on the phone by offering recorded information. I.E. Press 1 to hear our returns policy, press 2 to listen to our opening hours, etc. Installing a system like that with the appropriate options can save up to 60 % of calls coming in to a business. In addition to this subscribing to the TPS service can help reduce the number of these calls your main numbers receive.”
Speaking of an installation he completed for Pugh’s Property Auctions, he continues: “Pugh’s, like many organisations today, were receiving incoming telephone calls requesting the same information over and over again. In this scenario, the use of technology to automate the delivery of this information has produced great benefit. The team do not have the same level of repeat information requests this way and callers can gain access to the information they need quickly and efficiently. With this type of system it is all about making sure the telephones on your desks only ring with the calls you need to handle in person.”
Property Aspects appreciates the contribution to this article from Ian Hilton of TechAdvance who has worked in telecommunications for 22 years.