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TalkTalk Tops List of Firms Unlawfully Using a Predictive Dialer

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October 01, 2012

TalkTalk Tops List of Firms Unlawfully Using a Predictive Dialer

By Jamie Epstein, TMCnet Web Editor

Predictive dialers can make the lives of virtually anyone who uses them much easier – that is, unless you’re using this dialing technology for reasons other than that for which they were originally intended.

With the constant revisions and introductions of new laws governing dialers, it is vital to remain compliant with the rules put together by the FTC (News - Alert).

Recently, U.K. regulator Ofcom revealed its list of the top most complained about companies that have caused aggravation in the lives of many citizens due to incessant calls that they couldn’t be less interested in. Topping this year’s list, and actually all of the lists since Ofcom began to compile it back in October 2010, is TalkTalk.

From complaints about its broadband service, billing and customer service, all the way to its overuse of predictive dialers that are powering more inbound calls than the organization has agents to handle them, it’s clear this company has some explaining to do.

"We recognize that there is still work to do and we are continually pushing through improvements," company officials revealed in a statement. "Technical faults are fixed faster, more support is being offered when customers move house, and our online support system, which now accounts for 70 percent of customer contacts, is being further enhanced.”

Look at specific numbers: TalkTalk scored nearly .53 complaints per 1,000 of its customers and was highlighted as the only provider whose complaint levels soared high above average when looking at landline services in particular. Its broadband offering also brought in nearly 0.42 complaints per 1,000 customers – again far above the industry average.

Not only will firms who overuse dialers find themselves facing the negative effects for multiple complaints; they could also be forced to pay some pretty hefty fines. According to some pretty up-to-date government statistics, robocall complaints have increased from about 65,000 in October 2010 to over 212,000 this April. In addition, complaints from people asking a telemarketer to stop calling them also ramped up during that period, from approximately 71,000 to 182,000.

Looking at the specific case of DirecTV (News - Alert), the organization was required to fork over millions of dollars worth in penalties.

Robert Madison from Kansas is one of these extremely irritated individuals who just wants some peace and quiet and has revealed that he receives calls from this dialer technology almost every single day, advising him of ways he can lower his interest rates.

"I am completely fed up," Madison commented. "I've repeatedly asked them to take me off their call list."

To read the full report, click here.

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Edited by Braden Becker

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