How we call
Every call we make represents one of our clients, so we hold ourselves to the rules in every country we call. This statement sets out the standards all BCC campaigns follow.
United Kingdom
- TPS and CTPS: we screen every marketing list against the Telephone Preference Service and Corporate Telephone Preference Service before calling, and re-screen at least every 28 days during a campaign, unless the person has given specific consent to be called.
- Our own do-not-call list: if anyone asks us not to call again, we add them straight away and tell the client.
- Caller ID: we always show a valid number that people can call back.
- Ofcom rules on silent and abandoned calls: our abandoned call rate stays at or below 3% of live calls per campaign in any 24 hours; we play a short message naming the caller if a call is abandoned; we let calls ring for at least 15 seconds; and we do not redial an abandoned call within 72 hours unless a live agent is guaranteed.
- Data protection: we follow UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).
South Africa
- POPIA: we follow the Protection of Personal Information Act and the Information Regulator's guidance on direct marketing, including consent requirements where they apply.
- Consumer Protection Act: we respect anyone's right to refuse or block direct marketing and honour opt-out registers.
- Calling hours: for direct marketing to consumers we do not call on Sundays or public holidays, on Saturdays before 09:00 or after 13:00, or on weekdays before 08:00 or after 20:00, unless the person has agreed otherwise.
United States
Where we call US numbers for a client, we follow the Telephone Consumer Protection Act, the National Do Not Call Registry, state rules including the Kansas No-Call Act, and the client's own requirements for calling hours and consent.
On every call
- Agents say who they are, who they are calling for and why, early in the call.
- No pressure selling. Agents follow agreed scripts and must not mislead.
- We take extra care with anyone who may be vulnerable, and end the call if someone does not understand or cannot make a decision.
- Calls are recorded for quality and compliance, and people are told at the start.
- Card payments, where taken, follow PCI DSS: recordings are paused or card details are masked.
Checking it works
Every campaign has daily quality checks on a sample of recorded calls, and clients can listen to calls and see compliance reports at any time.
Received a call from us?
If you want us to stop calling, want to know who we called for, or want to complain, use our Received a call page or call 01933 443322.