This report reviews developments since 2009 that affect the use of Answer Machine Detection (AMD) in outbound call centres and the resulting consequences of these developments for consumers. AMD is designed to provide efficiency benefits for call centres by detecting network based answering services and physical plug in answering devices but its use can also result in silent calls for consumers. This occurs when a live response is mistaken for an answering machine and the call is terminated. The report describes recent developments and draws conclusions about the current situation as an input to Ofcom's wider consideration of this topic.
Developments in call centre and network answer phone detection (PDF, 941.6 KB)
Final Report, October 2013, Mott MacDonald