{"id":48641,"date":"2024-02-29T12:40:48","date_gmt":"2024-02-29T11:40:48","guid":{"rendered":"https:\/\/enreach.es\/?p=48641"},"modified":"2024-03-01T08:49:14","modified_gmt":"2024-03-01T07:49:14","slug":"new-spanish-customer-service-law-2024","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/new-spanish-customer-service-law-2024\/","title":{"rendered":"New Spanish Customer Service Law 2024"},"content":{"rendered":"<p style=\"font-weight: 400;\">This Tuesday, the Spanish Council of Ministers <strong>approved the Customer Service Law<\/strong>, also known as the &#8220;3-Minute Law&#8221;.<\/p>\n<p style=\"font-weight: 400;\">As its nickname suggests, the future law will bring about <strong>significant changes for all companies offering customer service<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">In order to provide faster, more accessible and more personalised assistance, they will need to <strong>make changes to their call centres and customer service departments<\/strong>, which will involve using <a href=\"https:\/\/enreach.es\/en\/customer-engagement\/cloud-omnichannel\/\">advanced customer service software<\/a> and\/or hiring more staff.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>THE ORIGINS OF THE SPANISH CUSTOMER SERVICE LAW<\/strong><\/h2>\n<p style=\"font-weight: 400;\">This law is not entirely unknown. If we recall, at the beginning of last year, <strong>Alberto Garz\u00f3n<\/strong>, the Minister of Consumer Affairs, presented a draft law that was about to be published in the Official State Gazette due to the electoral campaign.<\/p>\n<p style=\"font-weight: 400;\">It stipulated that the customer service provided by public and private companies in the <strong>utilities, transport, postal services, electronic communications and financial services sectors<\/strong>, as well as companies with <strong>more than 250 employees<\/strong> or an annual turnover of <strong>more than 50 million euros<\/strong>, must meet certain quality standards.<\/p>\n<p style=\"font-weight: 400;\">As the draft law comes into force on 27 February 2024, the customer service departments of these companies <strong>must start preparing<\/strong> to comply with the new regulations.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>AIMS OF THE SPANISH CUSTOMER SERVICE LAW<\/strong><\/h2>\n<p style=\"font-weight: 400;\">&#8220;<em>There are few experiences as universally shared as the frustration caused by having to endure what seems like an endless wait when trying to deal with an urgent complaint<\/em>,&#8221; said <strong>Pablo Bustinduy<\/strong>, Minister of Social Rights, Consumer Affairs and Agenda 2023, at the press conference following the draft law&#8217;s approval.<\/p>\n<blockquote>\n<p style=\"font-weight: 400;\">&#8220;There are few experiences as universally shared as the frustration caused by having to endure what seems like an endless wait.&#8221; &#8211; Pablo Bustinduy<\/p>\n<\/blockquote>\n<p style=\"font-weight: 400;\"><strong>We are all customers<\/strong>, and we have all waited endlessly on the phone to resolve an important issue.<\/p>\n<p style=\"font-weight: 400;\">That is why the <strong>new Spanish law on customer service<\/strong> aims to create a customer service that is.<\/p>\n<ul>\n<li><strong>Efficient:<\/strong> by reducing waiting times on the phone, shortening incident communication times and speeding up incident resolution.<\/li>\n<li><strong>Accessible:<\/strong> ensuring that the most vulnerable consumers, such as the disabled and the elderly, are properly served.<\/li>\n<li><strong>Personalised:<\/strong> ensuring that customers are not served exclusively by automated systems that cannot identify, let alone resolve, their problem.<\/li>\n<\/ul>\n<h2 style=\"font-weight: 400;\"><strong>MANDATORY REQUIREMENTS OF THE CUSTOMER SERVICE LAW<\/strong><\/h2>\n<p style=\"font-weight: 400;\">In order to achieve these three objectives, the law lays down <strong>minimum quality standards<\/strong> that all customer service providers must meet:<\/p>\n<h3 style=\"font-weight: 400;\"><strong>1. COMMUNICATION CHANNELS<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Companies must have at least one <strong>postal channel, one telephone channel and one electronic communication channel<\/strong>. These channels must be accessible to all consumers.<\/p>\n<p style=\"font-weight: 400;\">Customers can submit complaints, claims or incidents in <strong>Spanish or one of the co-official languages<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>2. PERSONALISED ATTENTION<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Customer service <strong>cannot rely solely on automated responders or conversational bots<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">Consumers interacting with virtual assistants must be able to speak to a specialised agent <strong>upon request<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">In addition, the operator must respond <strong>within three minutes<\/strong>, which is guaranteed in 95% of cases.<\/p>\n<p style=\"font-weight: 400;\">If the customer is not satisfied with the service they receive, they have the right to <strong>speak to a supervisor or quality manager<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">The article also states that companies cannot abandon a call <strong>because of long waiting times<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">It also adds that vulnerable people must <strong>receive all necessary assistance<\/strong> in addition to <strong>individual and personalised support<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>3. TECHNICAL AND HUMAN RESOURCES<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Companies providing customer service must ensure that they <strong>have the material and technical resources necessary to fulfil their tasks<\/strong> and t<strong>hat they have properly trained staff<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">In addition to sector-specific training, staff must <strong>have special training in assisting vulnerable consumers<\/strong>, particularly disabled or elderly people.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>4. TELEPHONE SERVICE<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Customer service telephone lines <strong>must be free to the customer<\/strong> (900 numbers, landlines or mobile phones) and can be provided by instant messaging.<\/p>\n<p style=\"font-weight: 400;\">All companies <strong>using special rate lines must provide an alternative number free of charge<\/strong> to the consumer.<\/p>\n<p style=\"font-weight: 400;\">Under no circumstances can calls be <strong>diverted from a freephone number to a chargeable number<\/strong>, whether by telephone, SMS or other means.<\/p>\n<p style=\"font-weight: 400;\">For people with hearing impairments, <strong>the telephone channel must be accessible<\/strong> and, if requested, the company must provide an alternative instant messaging system, sign language video interpreting system or similar.<\/p>\n<p style=\"font-weight: 400;\">This section reiterates that 95% of calls must be answered in less than three minutes and clarifies that a call is not considered answered <strong>until the customer has been able to state the reason for their communication and request personal attention from an agent<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>5. CUSTOMER IDENTIFICATION<\/strong><\/h3>\n<p style=\"font-weight: 400;\">All companies must provide their customers with an <strong>identification key linked to their complaint<\/strong> or directly, <strong>an identification number of the own customer<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">This will allow customers to <strong>follow the status of their complaint<\/strong> quickly and easily.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>6. JUSTIFICATION OF THE COMPLAINT<\/strong><\/h3>\n<p style=\"font-weight: 400;\">In addition to providing an identification key, the customer service team must <strong>always provide a justification stating the reason for the complaint, date and time<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">If the enquiry, complaint, claim or incident is communicated by telephone, video call or instant messaging, <strong>the company must record the conversation<\/strong> (with the customer&#8217;s consent) and <strong>indicate how it can be accessed<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">In this case, <strong>a copy of the recording or transcription<\/strong> <strong>must be kept<\/strong> until the case is resolved.<\/p>\n<p style=\"font-weight: 400;\">This justification <strong>will be provided via the same contact method<\/strong> and the Company will need to request the Customer&#8217;s details in order to provide it if they have not been provided previously.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>7. RESOLUTION OF INCIDENTS<\/strong><\/h3>\n<p style=\"font-weight: 400;\">The resolution of an enquiry, complaint, claim or incident <strong>must answer all the customer&#8217;s questions without using generic answers<\/strong>, and cases will not be closed, even if the deadline for resolution has expired.<\/p>\n<p style=\"font-weight: 400;\">If the customer does not provide the complaint correctly, <strong>they will be given 10 working days<\/strong> to provide the necessary information.<\/p>\n<p style=\"font-weight: 400;\">The resolution communication <strong>must be<\/strong> <strong>made through the same contact channel<\/strong> where the complaint was submitted.<\/p>\n<p style=\"font-weight: 400;\">Similarly to the previous article, if it is initiated by telephone, videoconference or instant messaging, <strong>the business must record the conversation and make it available to the customer<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>8. 24 HOUR AVAILABILITY<\/strong><\/h3>\n<p style=\"font-weight: 400;\">The customer service must <strong>follow the business hours of the company<\/strong>. However, it <strong>must be active 24 hours a day<\/strong>, every day of the year, <strong>to receive service-related incidents<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>9. SERVICE ACCESSIBILITY<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Customer service <strong>must be<\/strong> <strong>provided using media and tools that are accessible to all<\/strong>, with equal treatment and without discrimination.<\/p>\n<p style=\"font-weight: 400;\">Where this is not possible, <strong>additional means must be provided<\/strong> to ensure access for people with disabilities or the elderly.<\/p>\n<p style=\"font-weight: 400;\">This means that if vulnerable consumers cannot be served through regular channels, <strong>new communication channels must be made available<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>10. DIFFERENTIATION OF CUSTOMER SERVICE<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Customer service <strong>must be clearly differentiated from other company activities<\/strong> so that customers know who to contact to resolve enquiries, complaints, claims and incidents.<\/p>\n<p style=\"font-weight: 400;\"><strong>These channels must not be used to offer products, services or other commercial offers<\/strong> unless they are related to resolving customer enquiries.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>11. TIME LIMIT FOR RESOLVING COMPLAINTS<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Inquiries, complaints, claims or incidents submitted through any means <strong>must be resolved within less than fifteen business days of their submission<\/strong> (unless a different deadline is required by industry regulations).<\/p>\n<p style=\"font-weight: 400;\">However, in the event of a business continuity incident, <strong>enquiries arising from this scenario must be responded to within less than two hours<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">The company&#8217;s communication must include information about <strong>the cause of the incident and the estimated time to restore service<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>12. CUSTOMER SATISFACTION SURVEYS<\/strong><\/h3>\n<p style=\"font-weight: 400;\">Companies need to implement and document <strong>a system for assessing customer satisfaction<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">The information obtained <strong>can be used to continually improve customer service<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">However, surveys <strong>cannot be conducted until the enquiry, complaint, claim or incident has been resolved<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>13. COOPERATION<\/strong><\/h3>\n<p style=\"font-weight: 400;\">The administration <strong>will promote cooperation<\/strong> between the Consumer and User Council and the consumer associations that are members of it, and the companies covered by this law, in order to <strong>ensure the quality and effectiveness of customer service<\/strong>.<\/p>\n<p style=\"font-weight: 400;\">These cooperation frameworks will follow the legal provisions established in the <strong>Spanish<\/strong> <strong>General Law for the Defence of Consumers and Users<\/strong>.<\/p>\n<h3 style=\"font-weight: 400;\"><strong>14. DATA PROTECTION LAW<\/strong><\/h3>\n<p style=\"font-weight: 400;\">All personal data processed in the context of customer service <strong>must comply with the law on the protection of personal data<\/strong> and guarantee the digital rights of consumers.<\/p>\n<h2 style=\"font-weight: 400;\"><strong>HOW TO TAKE ADVANTAGE OF THE FUTURE CUSTOMER SERVICE LAW?<\/strong><\/h2>\n<p style=\"font-weight: 400;\">The passing of this <strong>law represents a radical (and much-needed) change<\/strong>, which for the contact centre sector means an urgent digital transformation.<\/p>\n<p style=\"font-weight: 400;\">Meeting shorter response times, enabling alternative messaging channels and routing calls to the best agent: it&#8217;s not as easy as it seems. Or is it?<\/p>\n<p style=\"font-weight: 400;\">What we do know for sure is that <strong>contact centres equipped with the right tools<\/strong> to manage customer incidents will have no trouble meeting the quality standards mentioned above.<\/p>\n<p style=\"font-weight: 400;\">As <strong>Jorge Garc\u00eda<\/strong>, our Product Director, explained in an interview with COPE, <strong>omnichannel and artificial intelligence<\/strong> will be two key elements in achieving this.<\/p>\n<p style=\"font-weight: 400;\"><strong>Omnichannel customer service software<\/strong> and the activation of alternative contact channels are essential:<\/p>\n<ul>\n<li><strong>Reduce<\/strong> inbound call volumes.<\/li>\n<li>Ensure <strong>personalised and efficient<\/strong> assistance across all channels.<\/li>\n<li>Have the <strong>technical resources<\/strong> to manage all channels.<\/li>\n<li>Offer more communication channels at <strong>no cost<\/strong> to the customer.<\/li>\n<li>Speed up the resolution of incidents <strong>reported through multiple channels<\/strong>.<\/li>\n<li><strong>Automate<\/strong> the sending of satisfaction surveys after case resolution.<\/li>\n<li>Monitor <strong>in real time<\/strong> the percentage of calls answered within 3 minutes.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">On the other hand, we believe that <strong>artificial intelligence<\/strong>, even if it can&#8217;t be used solely as a tool for assistance, will become a key element in order to:<\/p>\n<ul>\n<li><strong>Eliminate<\/strong> telephone queues through a callback system.<\/li>\n<li>Ensure <strong>24-hour service <\/strong>availability by any means.<\/li>\n<li><strong>Identify<\/strong> user intent and purpose.<\/li>\n<li><strong>Redirect the call to the agent<\/strong> best suited to handle the enquiry, even contacting the agent who previously handled the customer&#8217;s enquiry.<\/li>\n<li><strong>Provide self-service<\/strong> for simple enquiries that do not require agent intervention.<\/li>\n<li>Facilitate customer <strong>identification and inquiry tracking<\/strong> across all communication channels.<\/li>\n<li><strong>Automatically generate and deliver<\/strong> complaint justifications across multiple channels.<\/li>\n<li><strong>Transcribe<\/strong> all conversations, regardless of channel.<\/li>\n<li><strong>Suggest answers and provide relevant information<\/strong> for agents to assist customers in a personalised manner.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">Is your company&#8217;s customer service affected by the future law? Contact our team of experts on <strong>+34 900 670 750<\/strong> or <a href=\"https:\/\/enreach.es\/blog-ley-de-servicios-de-atencion-al-cliente\/\">fill out this form<\/a>. We&#8217;re here to help!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This Tuesday, the Spanish Council of Ministers approved the Customer Service Law, also known as the &#8220;3-Minute Law&#8221;. As its nickname suggests, the new law will bring about significant changes for all companies offering customer service.<\/p>\n","protected":false},"author":1,"featured_media":48638,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5112,5143,3113,5161,5144,3216,5147,5243,3382],"class_list":["post-48641","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","tag-call-center-en-2","tag-contact-center-en-2","tag-customer-service","tag-inteligencia-artificial-en","tag-omnicanalidad-en","tag-omnichannel"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>New Spanish Customer Service Law 2024 - Enreach ES<\/title>\n<meta name=\"description\" content=\"This Tuesday, the Spanish Council of Ministers approved the Customer Service Law, also known as the &quot;3-Minute Law&quot;. 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