Robots in customer service calls have their hours counted

Robots in customer service calls have their hours counted

The Council of Ministers announced last November the new Customer Service Law, promoted by the Ministry of Consumer Affairs and the Ministry of Economic Affairs. This new law obliges the companies with more than 250 workers, who enter more than €50 million or that have a business balance greater than €43 million to use real people in your customer services, and not robots. Now, the CNMC has ruled on the matter.

Specifically, the CNMC It has been shown in favor of this new bill to improve customer service. The rule will affect all major operators in Spain and those that offer basic services, which will have to provide personalized attention to customers 24 hours a day, 365 days a year, and doing so with human attention. The rest of the companies must offer attention adjusting to the company’s business hours.

The CNMC is in favor of ending robots

Among the things that the CNMC sees well in the new law is that there are not, exclusively, robots to answer calls. Some companies do not even have people to manage service, trying to solve everything through robots. Unfortunately, that doesn’t always work.

Besides telecommunications operators, the companies affected are those related to services such as water, energy, transport, portal services, paid audiovisual services, and financial services. In addition to the attention having to be carried out by people, the user may request to contact a supervisor if you wish.

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Other recommendations made by the CNMC

The CNMC, apart from having taken a good look at what the law proposes, has also made a series of recommendations for the future law. In the first place, they advise justifying the application of the regulations in the sectors classified as basic services of general interest, and to all the operators present in those markets.

They also recommend setting limitations for prevent overcharging for calls of customer service that come from 118XX numbers with special rates. Through these numbers it is possible to consult the numbers of other subscribers, and they can be put in contact with them if desired.

Another recommendation they issue has to do with the fact that they do not agree with companies being forced to use accredited auditing companies mandatory. Customer service is a liberalized activity, and therefore no accreditation is required.

The fourth recommendation has to do with information on possible claims in the Combined trips, where it is recommended to inform the traveler about which part of their combined trip each provider manages in order to later facilitate the claim in the event of any problem.

Lastly, the proposals introduced by the draft related to the customer service networks and services from electronic communications, and advise including them in the discussion on the General Telecommunications Law that is being processed in Congress.