The Nuisance Calls Industry
its a multi-million pound industry that should be controlled...Consumer confidence in the telephone as a marketing medium has been tarnished in recent years by aggressive sales tactics, mis-selling and scams employed by some companies based in the UK and overseas.
Alarmingly, there is growing evidence that some of these companies are becoming more sophisticated in their approach to 'permission-based' calling to overcome existing legislation.
For instance, Ofcom has imposed an abandoned calls limit of 3% on telemarketing companies which has had a significant impact on a number of small-scale organisations, making predictive dialling largely uneconomic. That said large call centre operations have remained relatively unaffected by this.
In 2005 the greatest concern that consumers reported was the high level of silent calls, especially among young women and the elderly. Although overall anxiety has reduced in recent years, there remains a marked concentration of calls to a specific group of customers i.e. just 10% of consumers receive around 60% of all silent calls [source: MORI 2008]
This has led to some criticism of the Direct Marketing Association (DMA), who operate the TPS.
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