The Council of Ministers has just approved the draft Law on Customer Service . The law, propos by the Ministry of Consumption, will be submitt to Congress for approval. There are several points that you should know if you have a call center or if you have a customer service department .
The law aims to improve customer service across all businesses, eliminate long wait times, reduce the use of robots and shorten the time limit for a resolution.
The keys to the new Customer Service Act
If you have a company and it offers customer service, you should be aware of some of the new guidelines proposed in this law . If it comes into force, it will be necessary to adapt call centers and also staff.
Telephone waiting time: the waiting time for a call for general information, queries or problem resolution will be limited to 3 minutes . This will also affect incidents for companies that provide recurring services.
Personal and professional treatment: a client can demand to be assist. A by specific database by industry a real person and not by a robot. They can also demand to speak to a person with specific knowledge on the subject they are dealing with. Without having to go through other speakers.
24-hour toll-free telephones: Customer service numbers must be toll-free and calls cannot be forward to payphones. These numbers must be operational 24 hours a day, 365 days. A year for companies that offer continuous services: electricity, gas, water, Internet, etc.
Resolution of incidents: claims will now have a period of 15 days (previously 30) to be resolved.
Each autonomous community may reduce this period according to its legislation
These are the key points you need to know about the new Customer Service Act 4 Geheimnisser fir d’Produktivitéit vun Ärem Call Center ze erhéijen propos by the current. Ministry of Consumption and which will be submitt to parliament in the coming weeks.
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