Mott MacDonald is currently performing a study on behalf of Ofcom as part of a wider Ofcom programme of work to address silent and/or nuisance calls. The work is to help inform future Ofcom thinking and regulation in this area.

The purpose of this survey is to gather the views of stakeholders around the use of Answer Machine Detection (AMD) technology, the benefits but also any issues and concerns.

We are most grateful for any input you can provide to this study which we hope you will agree has important implications for the contact centre industry in the UK.

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* 1. What is the name of your company?

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* 2. Do you use Answer Machine Detection ?

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* 3. If ‘Yes’ to Question 1,
Are the campaigns for which you use AMD ....

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* 4. What make of dialler do you use?

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* 5. If detection of Network Based Answer machines (such as 1571) was available and provided 100% accurate detection of the call being forwarded to one of these devices before connection of the call, would you use it in your call centre ?

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* 6. If ‘No’ –
Could you provide a brief reason for this?

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* 7. If ‘Yes’ to Q.5 –
Would you still consider using Network Based AMD if there was a small cost associated with its use ?

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* 8. What would you estimate would be the increase in Agent productivity if 100% accurate detection of network based answer devices was available to you ?

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* 9. What is your role in your organisation ?

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* 10. Are there any other points you would like to make concerning the use of Answer machine detection, its benefits or disadvantages and barriers to its use.

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* 11. If you would like to discuss this topic in more detail please provide your details and we will contact you.

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