The Internet Telephony Services Providers Association (ITSPA), a trade body for the United Kingdom’s VoIP industry, has awarded its new Quality Mark to the first five successful providers including Voipfone, Hello Telecom, SureVoIP, VoiceHost and Gradwell.
The ITSPA has actually been running a Quality Mark since 2009, but apparently it’s been in need of an “overhaul” in order to ensure that it remains fit, robust and valuable for members.
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The primary focus of the ITSPA’s Quality Mark is to ensure that consumer or business customers of the certified Service Providers can be assured of a quality and reliable service, thus applicants for the Quality Mark must now meet a more rigid criteria.
Eli Katz, the Chair of ITSPA, said:
“We are delighted to launch this enhanced version of the Quality Mark, which will help customers identify providers who go above and beyond current best practice to ensure a reliable and trusted service. We have made significant changes to the requirements of the original Quality Mark, which reflect the maturing nature of the next generation communications industry.
These changes have involved extensive consultation with members to ensure the new requirements remain an effective tool for driving up standards as well as being a meaningful accreditation to apply for. Congratulations to the first five companies and I look forward to many more ITSPA members applying in the months to come.”
Requirements of the new ITSPA Quality Mark
1. Adherence to the ITSPA Code of Practice and Best Practice Guidance documents.
2. Evidence that their platform design is resilient and that they deliver a reliable service, which will be measured by ITSPA as 99.99% availability between 8am & 8pm Monday-Friday, using the VoIP Spear monitoring platform.
3. Transparent porting arrangements.
4. Active fraud control measures.
5. Evidence of access to the emergency services.
6. Easy to find information on complaints & dispute resolution.
7. Polices in place for Nuisance Calls & CLI Presentation.
8. Evidence of Data Protection & Retention Compliance.
9. Evidence of their Single Point of Contact showing that there is an easy way to contact the member with issues arising.
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