Entacall Sales and Marketing Code of Practice
1. Introduction
Entacall is a provider of communication services, supplying CPS , WLR and other telecommunications solutions for companies across the UK .
2. The purpose of this code of practice
This guide has been developed to help you to understand the relationship you have as a customer of Entacall. It will enable you to:
• Access details of our services and products;
• Understand what you can expect from Entacall after you have made a purchase or registered for a service; and
• Find out how to contact us
• To provide assurances to you in relation to good practice in the sales and marketing of fixed-line telecoms services
• Find out the procedure in place for our sales and marketing staff and agents
3. How to contact Entacall Telecommunications
Customer Services
Telephone: 0870 770 9612
Email: customerservices@entacall.com
Our Customer Services department is open Monday to Thursday from 9.00am to 05.30pm and Friday from 9.00am to 5.00pm with all calls charged at National rate. We are closed during Bank Holidays.
Accounts Enquiries or Payments
Telephone: 0870 770 9660
Email: accounts@entacall.com
Our accounts department is open Monday to Thursday from 9.00am to 05.30pm and Friday from 9.00am to 5.00pm with all calls charged at National rate. We are closed during Bank Holidays.
Cancellations
To cancel your account, please
• fax: Fax number 0870 770 9296
• post: Entacall Telecommunications Ltd. Stafford Park 6, Telford, Shropshire , TF3 3AT
• or email: orders@entacall.com
If you have any queries about cancelling your service please call us on 0870 770 9612
Complaints
All complaints must be put in writing and either e-mailed to complaints@entacall.com and or posted to:-
Complaints Department
Entacall Telecommunications Ltd.
Stafford Park 6
Telford
Shropshire
TF3 3AT
Dispute resolution
If you have followed our complaints procedure and are not satisfied with the outcome you have received, or if you wish to complain about Entacall Telecommunications Ltd's Code of Practice, please contact Elsa Chen (General Manager) on 0870 770 9682 or email: dispute@entacall.com
If you are not happy about the response you receive, please refer to Contacting Related Organisations as detailed below.
Contacting related organizations
Otelo – PO Box 730 , Warrington , WA4 6WU , Tel: 0845 050 1614
Ofcom - Office of Communications ( http://www.ofcom.org.uk/ ) - the government regulator of the telecommunications industry. E-mail: contact@ofcom.org.uk
Advisory Committees on Telecommunications (ACTs) ( www.acts.org.uk ) - these committees advise Ofcom and the telecommunications industry. Email: actsec@acts.org.uk
ICSTIS ( http://www.icstis.org.uk ) - the Independent Committee for the Supervision of Standards of Telephone Information Services regulates the content and promotion of premium-rate services. Email: secretariat@icstis.org.uk
4. Our Products and Services
1. Wholesale Line Rental (PSTN & ISDN lines)
2. CPS (Carrier Pre-Select) & LCR (Least Cost Routing)
3. NGN (Non-geographic numbers e.g. 0800, 0870, 0871, 0845)
4. Premium rate number
5. Fax to email
6. Audio Conferencing
7. Virtual PBX
8. Voice over IP
9. Other telecom services
For pricing and tariff information please contact:
Tel: 0870 770 9674
Email: sales@entacall.com
5. Customer Service
We aim to provide high standard customer services and recognise the great importance of customer satisfaction. If you have any queries please contact:
Tel: 0870 770 9674
Email: customerservices@entacall.com
7. Sales, marketing advertising and promotion
Entacall's services can be purchased online, via our in-house direct sales team and through our network of channel partners and dealers.
Entacall's sales are mainly handled reactively – marketing campaigns are in place to drive potential users to our websites or to call our Sales Team. We do operate some telesales activity. However, all marketing and sales activity is targeted to business users only, and we source potential user information from accredited list brokers. We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. No subscriber information is intentionally used or distributed outside of Enta Group of Companies.
8. Recruitment and sales training
- When we recruit sales staff, we check relevant references for convictions re criminal offences and take them into account and also with regard to any evidence of mis-selling or lack of integrity in any previous sales employment.
- The applicant must provide proof of NI number, proof and address and two references. The referees cannot be related to the applicant, and business referees must not both be from the same company.
- If a sales person transfers to another company, a copy of his or her records will be retained for a minimum period of three years.
- Any identification badges given to staff are returned to the company.
- Every member of staff who has direct contact with customers including for the purposes of sales and marketing need are required to attend 2 days in-house training which includes our Code of Practice in Sales and Marketing.
- Below topics to be covered in the training:
- Arrangements for competition in the supply of telecommunications in the UK
- The different telephone options provided by Entacall and how these differ from other competitive telecom products (which may or may not be offered by Entacall).
- The process for ordering Entacall's service
- The relevant principles of consumer protection law
- The prices charged by Entacall and its other terms and conditions of service and, in particular, methods of payment, duration of contract and any termination fees
- The nature, and cost, of any additional service on offer
- The process for cancelling the contract both during the cooling-off periods and at anytime following commencement of the service
- The existence of the sales and marketing code of practice and the benefits provided
- When we recruit Sales Agencies, the Agency needs to sign and agree on Entacall's Reseller Agreement which also requires the Agency to comply with our Code of Practice in Sales and Marketing. This requires the Agency to comply with our recruitment and training rules when they select and educate their staff to resell our telecom products.
- Unless specified otherwise, the authorised personnel (senior management or above) from the Agency who signs and agrees to Entacall Reseller Agreement, has direct responsibility to make sure the Agency comply with Entacall's sales and marketing Code of Practice. This is clearly stated in Entacall Reseller Agreement.
- Where a face to face approach to the customer takes place the customer to be given the information set out below in writing, in a clear and comprehensive manner:
- the identify of the company, its address, telephone, fax and email contact details
- a description of the service that enable the customer to understand the option that the customer has chosen, and how it works
- information about the major elements of the service, including the cost of any standing charges, the payment terms, line rental, key call types and details of “protected or special support” arrangements
- the arrangement for provision of the service, including the order process and, as accurately as possible, the likely date of provision. Where there may be significant delay in the likely date of provision, the customer to be informed
- the existence of a right of cancellation and the process for exercising it
- the period for which the chargers remain valid
- the minimum periods of contract, and minimum contract charges
- Elsa Chen, General Manager of Entacall Telecommunications Ltd. has responsibility for compliance with this code of practice or Entacall's policy in relation to recruitment and sales training. Telephone number 0870 770 9682
9. Customer Contact
- All engineers or sales representatives sent out directly from Entacall will be required to wear identity badges that clearly display the company name, the representative's name, photo, an ID number, and an expiry date for validity of the card. The font is in 14 point. Key information is also available in Braille on request.
- All representatives are required to be courteous, use appropriate language and offer clear and straightforward explanations. Discretion to be used when visiting consumers' homes, particularly during the hours of darkness. No face to face contact to be made outside the hours of 0800 to 20oo, and no telephone calls to be made outside the hours of 0800 to 2100, unless at the customer's request. Representatives are to check that customers entering into contracts understand and intend them.
- Representatives to cease contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If the customer requests it, the discussion to be ended immediately and, if making a doorstep call, the premises to be left immediately.
- Representatives are not allowed to abuse the trust of vulnerable customers:
- those who are elderly
- those whose first language is not English
- those who have special needs
Representatives should not pursue sales presentations to customers whom they believe may be vulnerable. Any evidence showing that a representative is in breach of this code may face the threat of termination of their employment contract.
- No sales or marketing activity is to be conducted that is directed to those who are under the legal age for entering into contracts.
- Marketing campaign records will be maintained for sixr months, including the date and the approximate time of the contact with the customer. Records will allow subsequent identification of the sales person involved to assist in dealing with any complaints or query.
10. Entering a contract
- Sales Agency / Representatives are fully trained and understand only an authorised person is allowed to enter into the contract for the fixed-line telecom services.
- Entacall's service contract is available in both electronic and print-out format. It clearly has the wording “Entacall Terms and Conditions / Contract” stated on the top of the document to minimise the misrepresentation.
- In the case of Internet orders, a well sign-posted hyperlink to Entacall Code of Practice and Entacall Contract is available on the home page (first page) and order form on Entacall's website. This information can be easily read, and printed. Customers can require a print-out copy to be sent by post or email from us at anytime. Entacall's contact details (telephone number, fax number, email and postal address) are clearly displayed on every web page on the website.
- Once a signed order has been sent to Entacall by Sales Agency or Representatives, Entacall automatically send out an email to the customer (the person) whose name appears on the contract. This email notifies the person that an order has been sent and he/she has agreed to enter Entacall's contract. To confirm this is legitimate, the person must reply to this email by confirming that this is correct. A copy of Entacall's contract can be obtained and read through again via this email. Entacall will not proceed to the service provision without receiving this confirmation email.
- In this confirmation email, a copy of Entacall's Code of Practice in Sales and Marketing is provided as well to the customer. The complaint telephone number and contact details are available on the Code of Practice if the customer wishes to complain about any mis-selling behaviour.
- Once the fixed-line and CPS order have been confirmed by the customer and the order has been submitted, a mandatory letter will be sent from the customer service department by first class mail within five working days of a contract being agreed informing the customer:
- Date of notification
- CLI (s) affected
- List of services affected/unaffected
- Information about IA call barring if relevant
- Date of switchover
- Entacall's contact details for any queries
- Arrangement for the termination of the contract
• This notification may be sent electronically where consumers have initiated contact by applying online, and have confirmed online that they wish all future correspondence to be sent electronically.
- Orders will not mature until the statutory cooling-off period (10 working days) has been met. Customers are permitted to cancel orders and terminate contracts by fax, email or in writing provided the person is authorised to do so.
11. Disconnections and cancellation of services
We reserve the right to suspend or cancel service within the contracted timescales - for example, if you do not pay your bill. Should you have difficulty paying your bill please contact us immediately so that we can arrange a suitable alternative method of payment. Please do not cancel your direct debit, as this will need to be in place for future payment collections.
To find out more about the methods we use to disconnect or suspend customers' accounts and the reasons why we do this, please see our Terms & Conditions.
If you request to cancel the service with us, we must receive a written confirmation either from yourself or your representative (channel partners or dealers). Please note minimum cancellation notice period applies to certain services. Please refer to our terms and conditions for full details.
If you (or your representative) request the cancellation of our services, it is entirely your responsibility to arrange an alternative service provider to supply replacement service.
12. Quality of service
We do not offer any service-level guarantees, and under our terms of service we are not liable for indirect or resulting losses.
13. Pricing
Up-to-date prices for our products and services are always available by calling our Sales Team on 0870 770 9674 (charged at National rate) or email: sales@entacall.com
14. Billing
All services can be paid by Direct Debit, or cheque (with additional £2 + VAT non-DD admin charge per month). We will normally bill you monthly unless specified otherwise.
15. Privacy
We take your privacy very seriously and we strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information. Our Privacy Policy sets out the personal information we collect about you and describes how we may use that information. No customer information will be intentionally used or distributed outside of Enta Group of Companies, and we have a strict policy of not selling customer details to outside marketing agencies without your permission to do so.
16. Communicating with you
We try to make it as easy as possible for you to contact us at any time by telephone, email, fax or post. All contact details are published on our web site (www.entacall.com). We have to tell you about any changes that affect the Terms and Conditions of our service, giving you 14 days notice of any changes.
Our current Terms and Conditions are available online at http://www.entacall.com
We will also keep you up to date with more routine service changes that do not affect our Terms and Conditions of service. We send all our service communications to the email address that you supplied us. We strongly advise that you regularly check for any important service information from us at your primary email address for your account with us.
17. Receiving marketing and other information
Apart from communicating with you about matters that affect your service, we will give you the opportunity to receive other information, including our customer e-bulletins and information about special offers. You can opt in and out of these communications at any time by following the instructions in the email you have received.
Potential customers are contacted via letter, email or telephone using lists which have been purchased from accredited list brokers who adhere to the various preference schemes in place.
18. Access to our code of practice
Customers can access this code of practice from all our websites or by requesting a copy to be posted, faxed or emailed to them, free of charge.
19. Data Protection
We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.
20. We value your feedback
This code will be regularly reviewed in line with Ofcom's requirements. We take pride in ensuring that our customers remain important to us and we value your feedback. If you have any suggestions or questions about this code of practice, please email us at code@entacall.com
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