Campbell calls on government to do more to prevent silent phone calls (Aberdeen Central Liberal Democrats)

Aberdeen Central Liberal Democrats <info@libdems.org.uk>

Campbell calls on government to do more to prevent silent phone calls

April 23, 2009 4:12 PM
Originally published by Scottish Liberal Democrats

MP Sir Menzies Campbell has added his support to a parliamentary motion calling on the Government to do more to prevent silent telephone calls by call centres.

The MP welcomed the campaign from communications regulator Ofcom and consumer champions Consumer Focus and Age Concern to raise awareness of silent calls and how to avoid them.Menzies Campbell MP: North East Fife

Commenting, Sir Menzies said:

"Silent calls are a frequent source of irritation to those on the receiving end. Worse still, they can cause distress and anxiety, especially to the elderly and those living alone.

"This distress could easily be avoided by call centres requiring to an information message if a call is abandoned."

Notes:

Silent calls are caused by automated calling systems known as diallers which are often used in call centres to generate and attempt to connect calls. If there are not enough call centre agents to handle the numbers of calls the dialler makes, it may result in a silent call.

Ofcom guidelines state that call centres using diallers should play an information message if a call is abandoned to prevent the call being silent. In many cases this is not happening, and results in consumers receiving silent calls.

Ofcom receives over 1,000 complaints a month from consumers worried and frustrated about this issue.

Sir Menzies Campbell added his name to an Early Day Motion calling for action on silent calling. The full text is below:

EDM 1188 - SILENT CALLS

That this House notes that Ofcom receives over 1,000 complaints about silent telephone calls a month; recognises that, whilst silent calls are not malicious and are usually caused by automated calling systems, which are used in call centres to generate and connect calls, they can cause distress and anxiety to members of the public; welcomes the campaign by Ofcom, Consumer Focus and Age Concern to raise awareness of silent calls and how to avoid them; calls on the Government to draw attention to the issue and the campaign; and urges the Government to enforce Ofcom regulations more strictly, requiring call centres using automated calling systems to play an information message if a call is abandoned in order to prevent the call from being silent.