Contact Center Solutions Featured Article

Research Indicates UK Companies Not Ready for New Year OFCOM Change

July 31, 2007

UK companies operating in the contact and call center space are soon to see a change as the OFCOM will be requiring mobile and fixed-line providers to charge customer the same or less for 0870 calls as they do for their national-rate calls to geographic numbers. The OFCOM sought these changes to improve price transparency and strengthen consumer protection for calls to organizations with 0870 numbers.

This change is expected to occur on January 31st, 2008 and is designed to reduce the price of many calls to 0870 numbers significantly, while also encouraging businesses to think about making their customer contact numbers cheaper or free for consumers.

While the OFCOM is looking out for the welfare of the consumer, some businesses are unaware of the deadline for changes. According to new research released by BT Global Services, nearly one third, or 29 percent, of UK businesses are unaware of OFCOM’s deadline for the changes that will impact their customer contact strategy if they are using 0870 numbers. Of those that are aware, 32 percent admit to having no plans in place or are deferring the decision until nearer the deadline.

Paul Brewer, head of Customer Relationship Management, BT Global Services, noted that the deadline marks a major change and businesses must be aware of and prepare for it now. Ignoring the deadline is a dangerous strategy as revenues from existing 0870 numbers will vanish and organizations must rethink their CRM strategies because of this. Such change cannot happen overnight.

BT Global Services’ research also revealed that most companies have an unrealistic view of how quickly they can respond to change. Almost half, or 45 percent, felt that they could switch to a new set of numbers within three months. BT shares its view that the reality for those who will want to change numbers is quite different.

This research also revealed that 11 percent of organizations are planning to switch to 0800 ‘free phone’ numbers. More than a quarter, or 26 percent, are planning to switch to a new range of revenue-generating numbers, such as 0844 and 0871.

Brewer concluded in a company statement: “Despite the fact that most businesses expect these changes to dramatically alter the way they interact with customers, few are prepared for the change and four in five do not see this as an opportunity to review their overall CRM strategy. I’d suggest that is a missed opportunity to get ahead of the competition.

Such changes implemented in this vast industry will have far-reaching implications that will touch companies in industries around the world. Unless these organizations are willing to tackle the issue now in preparation of the February enforcement, they may find themselves in a revenue-draining situation.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page

Article comments powered by Disqus

Related Contact Center Solutions Articles

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Georgia County to Receive New Call Center

Recent news emanating from Georgia's Henry County indicates that a global payments company will soon create a new call center in the city of McDonough and, with that new center, will create up to 450 jobs. [ Read More ]
09/17/2014

New TSYS Contact Center to Open in Georgia

Columbus, Georgia-based credit card and payment processor TSYS has announced they are making preparations to open a new contact center in McDonough, Georgia. The new contact center, located near Atlanta, is expected to open positions for up to 450 employees. [ Read More ]
09/17/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!