{"id":48351,"date":"2024-02-22T10:28:27","date_gmt":"2024-02-22T09:28:27","guid":{"rendered":"https:\/\/enreach.es\/blog\/como-te-afectara-la-nueva-ley-de-atencion-al-cliente\/"},"modified":"2024-02-22T10:36:31","modified_gmt":"2024-02-22T09:36:31","slug":"how-the-new-spanish-law-on-customer-service-is-going-to-affect-your-business","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/how-the-new-spanish-law-on-customer-service-is-going-to-affect-your-business\/","title":{"rendered":"How the new Spanish law on customer service is going to affect your business"},"content":{"rendered":"\n<p>Last week I had the pleasure of speaking with Sandra Asenjo, a writer for COPE&#8217;s Society and Culture section, to discuss the details of the&nbsp;<strong>new Spanish Customer Service Law<\/strong>.<\/p>\n\n\n\n<p>In this interview, I was able to share with her&nbsp;<strong>the keys for companies dedicated to customer service to comply with the new regulations<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>WHICH COMPANIES WILL BE AFFECTED?<\/strong><\/h2>\n\n\n\n<p>All organisations,&nbsp;<strong>both public and private<\/strong>, that provide<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Water, electricity&nbsp;<\/strong>and<strong>&nbsp;gas<\/strong>&nbsp;supply services<\/li>\n\n\n\n<li>Passenger&nbsp;<strong>transport<\/strong>&nbsp;services<\/li>\n\n\n\n<li><strong>Postal<\/strong>&nbsp;services<\/li>\n\n\n\n<li><strong>Electronic communication<\/strong>&nbsp;services<\/li>\n\n\n\n<li><strong>Financial<\/strong>&nbsp;services<\/li>\n<\/ul>\n\n\n\n<p>In addition, all companies with either&nbsp;<strong>more than<\/strong>&nbsp;<strong>250 employees<\/strong>&nbsp;or an annual turnover of&nbsp;<strong>more than \u20ac50 million<\/strong>&nbsp;will have to comply with the new law.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>WHAT REGULATIONS MUST BE COMPLIED WITH?<\/strong><\/h2>\n\n\n\n<p>Organisations falling within the above parameters&nbsp;<strong>must comply with the new regulations<\/strong>. Among all the articles outlined in the new law, we highlight the following<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>1. REPLY WITHIN THREE MINUTES<\/strong><\/h3>\n\n\n\n<p>You must respond to&nbsp;<strong>95% of customer enquiries<\/strong>&nbsp;within three minutes. This means that they&nbsp;<strong>cannot keep users on hold<\/strong>&nbsp;for longer than the stipulated time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>HOW CAN YOU ELIMINATE PHONE QUEUES?<\/strong><\/h3>\n\n\n\n<p>The first option is to offer a&nbsp;<strong>callback system<\/strong>. This allows customers to&nbsp;<strong>choose to hang up<\/strong>&nbsp;(without losing their place in the queue) and be called back when they reach the number one position.<\/p>\n\n\n\n<p>The second alternative is to use&nbsp;<strong>artificial intelligence<\/strong>. Once customers have received a greeting from a bot,&nbsp;<strong>they are no longer in the queue<\/strong>&nbsp;and can communicate the reason for their call\/message.<\/p>\n\n\n\n<p>The third alternative is to add&nbsp;<strong>instant contact channels<\/strong>&nbsp;such as WhatsApp. Today&#8217;s consumers prefer this type of channel, so integrating it will&nbsp;<strong>help reduce inbound call volumes<\/strong>.<\/p>\n\n\n\n<p>In addition to these options,&nbsp;<strong>contact centre software<\/strong>&nbsp;that includes these features will also allow you to&nbsp;<strong>prioritise queues with more calls<\/strong>&nbsp;and&nbsp;<strong>monitor the percentage of calls answered within three minutes<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>2. CONDUCTING CSAT SURVEYS<\/strong><\/h3>\n\n\n\n<p>Contact centres are required to&nbsp;<strong>implement a system for measuring and documenting customer satisfaction<\/strong>&nbsp;after each call.&nbsp;<\/p>\n\n\n\n<p>However, it is important to note that these surveys cannot be conducted until the customer&#8217;s complaint, claim or incident has been resolved.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>HOW CAN THEY BE AUTOMATED?<\/strong><\/h3>\n\n\n\n<p>It is possible to&nbsp;<strong>automate the sending of satisfaction surveys<\/strong>&nbsp;after a call or WhatsApp conversation.&nbsp;<\/p>\n\n\n\n<p>By providing the system with a&nbsp;<strong>transcription<\/strong>, you can create a voice message that plays after each call and a message that is sent when the chat ends.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>3. PERSONALISED ATTENTION<\/strong><\/h3>\n\n\n\n<p>Call centres need to provide personalised attention over the phone&nbsp;<strong>to deal with customer complaints, claims or contractual incidents<\/strong>.&nbsp;<\/p>\n\n\n\n<p>This means that&nbsp;<strong>automated responders or conversational bots cannot be used exclusively<\/strong>&nbsp;to answer these queries.&nbsp;<\/p>\n\n\n\n<p>In addition,&nbsp;<strong>whenever a user requests to speak to an agent<\/strong>, the communication must be transferred to a human.&nbsp;<\/p>\n\n\n\n<p>It is also important to note that if the user is not satisfied with the service they receive from the operator,&nbsp;<strong>they have the right to speak to a supervisor<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>WHAT CAN BE DONE?<\/strong><\/h3>\n\n\n\n<p>Although it is not allowed to use artificial intelligence exclusively to answer these questions, it can be used&nbsp;<strong>to detect the consumer&#8217;s intent and intention<\/strong>.&nbsp;<\/p>\n\n\n\n<p>Once the bot recognises that the user wants to report or follow up on a complaint, claim or incident<strong>, it can automatically transfer the conversation to an agent<\/strong>.&nbsp;<\/p>\n\n\n\n<p>In addition to AI, advanced&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">contact centre programmes<\/a>&nbsp;allow you to route calls and conversations&nbsp;<strong>based on agent skills and rank<\/strong>.<\/p>\n\n\n\n<p>This ensures that&nbsp;<strong>critical communications are always handled by the best agents<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>4. RECORDING CALLS<\/strong><\/h3>\n\n\n\n<p>Where a complaint is resolved by phone, video call, WhatsApp or similar means, businesses will be&nbsp;<strong>required to keep a recording or transcript of the conversation<\/strong>&nbsp;and tell the customer where to access it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>WHAT SETTINGS SHOULD BE ENABLED?<\/strong><\/h3>\n\n\n\n<p>Typically, current customer service software will allow you to&nbsp;<strong>enable the default feature to record all calls<\/strong>&nbsp;and also have a panel to download them from.&nbsp;<\/p>\n\n\n\n<p>In addition, you can&nbsp;<strong>program a welcome message<\/strong>&nbsp;to inform the customer that the call is being recorded and provide the section of the website where the recordings can be accessed.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>5. NOTIFICATION OF AN INCIDENT WITHIN TWO HOURS<\/strong><\/h3>\n\n\n\n<p>In the event of a service interruption, such as a power cut,&nbsp;<strong>customers must be informed within two hours of the interruption being detected<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>HOW CAN THE DEADLINE BE MET?<\/strong><\/h3>\n\n\n\n<p>In this case, alternative channels are needed to deliver the communication.<\/p>\n\n\n\n<p>Omnichannel contact centre solutions allow you to&nbsp;<strong>automate the sending of emails, SMS or&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/whatsapp-2\/\">WhatsApp messagesso that your customers receive the message as soon as possible<\/a><\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>6. 24\/7 SERVICE<\/strong><\/h3>\n\n\n\n<p>Companies that provide customer service&nbsp;<strong>must be available 24 hours a day, 365 days a year<\/strong>&nbsp;to manage service continuity incidents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>HOW TO PROVIDE UNINTERRUPTED ATTENTION?<\/strong><\/h3>\n\n\n\n<p><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/artificial-intelligence\/\">Artificial intelligence in customer service<\/a>&nbsp;can&nbsp;<strong>collect customer requests at any time of the day<\/strong>, provide information on the status of an incident, and redirect communication to an agent when requested.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>7. FREE SUPPORT<\/strong><\/h3>\n\n\n\n<p>It is strictly forbidden to&nbsp;<strong>use premium rate numbers<\/strong>&nbsp;as a means of communicating with customers, whether by telephone, SMS or similar.<\/p>\n\n\n\n<p>In summary, service providers cannot generate additional revenue at the expense of customers.&nbsp;<\/p>\n\n\n\n<p>It is important to note that companies&nbsp;<strong>cannot offer other products to customers during these calls or SMS<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>WHAT NUMBERING SHOULD BE CONTRACTED?<\/strong><\/h3>\n\n\n\n<p><strong><a href=\"https:\/\/enreach.es\/en\/telephone-numbering\/geographical-numbers\/\">Geographic numbers<\/a><\/strong>&nbsp;or&nbsp;<strong><a href=\"https:\/\/enreach.es\/en\/telephone-numbering\/900-lines\/\">toll-free 900 lines<\/a><\/strong>&nbsp;can be used in these cases as they are&nbsp;<strong>completely free to the customer<\/strong>.<\/p>\n\n\n\n<p>Our&nbsp;<a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">Omnichannel Contact Center<\/a>&nbsp;allows you to manage&nbsp;<strong>calls, video calls, WhatsApps, emails and SMS from a single environment<\/strong>.&nbsp;<\/p>\n\n\n\n<p>In addition,&nbsp;<strong><a href=\"https:\/\/enreach.es\/en\/customer-engagement\/integrations\/\">this customer service programme&nbsp;integrates with leading CRM, ERP and ticketing tools<\/a><\/strong>&nbsp;to automate workflows and call handling.<\/p>\n\n\n\n<p>Contact our team of experts for a free consultation by calling&nbsp;<strong>+34<\/strong>&nbsp;<strong>900 670 750<\/strong>&nbsp;or filling out the form bellow.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last week I had the pleasure of speaking with Sandra Asenjo, a writer for COPE&#8217;s Society and Culture section, to discuss the details of the\u00a0new Spanish Customer Service Law. In this interview, I was able to share with her\u00a0the keys for companies dedicated to customer service to comply with the new regulations.<\/p>\n","protected":false},"author":13,"featured_media":48348,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5112,5143,5161,5144,5280,3216,5163,5147,5298,5264,5297],"class_list":["post-48351","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-artificial-intelligence","tag-atencion-al-cliente-en","tag-call-center-en-2","tag-contact-center-en-2","tag-crm-en-2","tag-customer-service","tag-cx-en-2","tag-inteligencia-artificial-en","tag-local-numbering","tag-numeracion-geografica-en","tag-toll-free-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How the new Spanish law on customer service is going to affect your business - Enreach ES<\/title>\n<meta name=\"description\" content=\"Last week I had the pleasure of speaking with Sandra Asenjo, a writer for COPE&#039;s Society and Culture section, to discuss the details of the\u00a0new Spanish Customer Service Law. 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