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29 May 2008 - 0870 Changes

 

0870 numbers – Good Customer Service or Rip-Off Lines?

Briefing on OFCOM’s updated review (2 May 2008)

1) Introduction: background and Ofcom’s review

0870 numbers have been a source of a range of problems over recent years, between customers and their telephone service providers, between customers and companies who use 0870 for call centre operations, and also between telecoms networks and service providers where they have featured in commercial disputes.

Because of this, in April 2006 Ofcom (the Regulator for the telecoms and broadcast industry) set up a review of these services. Ofcom published its findings and undertook a consultation in the autumn of 2007, with the intention of implementing the major changes in February 2008; however because of issues raised during the consultation Ofcom postponed the changes and considered them further.

On 2nd May 2008 Ofcom presented its revised proposals, giving 6 weeks to 16th June for stakeholders to make further comments. In some key areas Ofcom have revisited their original proposals, considered the representations made during the consulatation process, and revised their recommendations. These are summarised under Section 4. 

There are a number of potential implications for businesses in respect of financial, customer-care, marketing and operations matters, especially as the implementation timetable for many of Ofcom’s key proposals are still not fully clear. One way or another, businesses who use 0870 and similar numbers will face an element of change and disruption, and the status quo is unlikely to be an option. These topics are outlined at the foot of this paper and we would be pleased to provide further information or assistance as required.

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Posted 29 May 08
 
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