Calling Line Identification Requirement

Contact Centre
May 3, 2016

The Government announced this week that it was bringing before Parliament a change in the Privacy and Electronic Communications Regulations 2003 to compel Direct Marketers to present a CLI when making outbound calls. It is likely the legislation will be in effect over the Summer. 

At this stage, it is not thought that the requirement to provide a CLI will apply to non UK companies operating overseas, however, it will apply to established companies based outside of the UK making calls on behalf of UK companies. It is not thought that the requirement extends to those situations where there are privacy concerns, such as calls from hospitals, GPs and lawyers etc.

The complete documentation from the Government's Department for Culture, Media and Sport is available for download at https://www.gov.uk/government/consultations/requiring-direct-marketing-callers-to-provide-calling-line-identification

If you have any questions or concerns about what this could mean for you, please email me directly or contact one of the Ciptex Team.

Jolyon Parsons
Jolyon has over 15 years' experience in the Contact Centre technology arena. Previously, he spent two years at Blue Square, part of Rank Group, where he was the Customer Contact Director, responsible for building, developing and running their contact centre. Jolyon managed the transition of the contact centre during Blue Square’s acquisition by Rank Group. He implemented the UK’s first voice betting service and the first Cloud-enabled contact centre. Prior to joining Blue Square, Jolyon spent 8 years with Accenture where he built and operated contact centres for blue chip organisations such as BT and Alliance & Leicester (now part of Santander). Jolyon is passionate about technology, and is an active member of the Worshipful Company of Information Technologists where he advises leading UK Arts organisations with their IT. He regularly presents at leading Contact Centre industry conferences and events in the UK, Belgium and Canada.

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