Vodafone UK has become the first telecommunications company to receive the TPS Assured accreditation having passed an extensive audit of its outbound call centres by the DMA.
The accreditation means that Vodafone and its partners comply fully with both the laws and best practice governing telemarketing in the UK. The DMA’s auditors carried out a detailed and lengthy review of Vodafone’s outbound marketing operations, examining both processes and analysing call records to ensure it is compliant. The TPS Assured certification means Vodafone has proved it does not conduct any telemarketing activities that could be detrimental or distressing to the consumer, such as cold calling or misleading sales techniques.
Today’s announcement follows news earlier this week that Vodafone UK has installed new barring technology across its mobile network capable of blocking nuisance and scam calls on a mass-scale before they reach customers. Both moves are part of Vodafone’s major investment in its network and customer services.
TPS Assured is designed to provide independent and authoritative recognition of organisations that have robust compliance processes, policies and procedures in place. It also acknowledges that an organisation abides by legal requirements, as well as the telemarketing rules and best practice as laid out by the DMA and other industry bodies.
External Affairs Director of Vodafone UK, Helen Lamprell (pictured), said: “Telemarketing calls from broadband, phone, TV and telecoms providers feature in the top five most complained about topics to the Information Commissioner’s Office. This is unacceptable. We are committed to treating our customers and other consumers with respect, and through our qualification of this accreditation, we are taking action.”
Chris Combemale, CEO at the DMA Group, added: “All brands want to cultivate a successful long-term relationship with their customers, but this can only be built on the basis of fairness and respect. The DMA is committed to putting customers at the heart of everything a brand does, in order that the business can prosperously grow to be enjoyed, prized and ultimately sustained by its market. Achieving the TPS Assured accreditation highlights that Vodafone is putting its customers first by ensuring that it complies with the rules governing telemarketing, but even more important that it respects the wishes of the consumer.”