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ARCHIVED - Companies in Spain limited in use of automated messaging
A new draft law will ensure that customers in Spain are dealt with by real people rather than robots or answering machines
Anyone that has ever had to call a utility company helpline will be familiar with the frustration of being faced with automated responses and dozens of options before eventually being transferred to an operator. To combat this bothersome practice, Spain approved a draft of the Customer Service Law on Tuesday November 16 to guarantee the “effective, accessible and inclusive, non-discriminatory care that can be evaluated”.
The new law will ensure that companies provide a personalised service to clients and reduce the amount of time people spend listening to automated messages. Among other measures, the decree will place limits on the use of answering services, guarantee direct care for vulnerable people and require that clients’ evaluations of customer service are made public.
Companies with more than 250 staff that have a turnover of more than 50 million euros will be obliged to make the changes. Regardless of size, the law will be mandatory in all businesses that provide basic services, such as water, energy, transport, postal and telephone providers. In the case of energy suppliers, customers must be able to access information on savings, energy efficiency and renewable resources through customer services.
In addition to regulating automated services, the decree will oblige companies to resolve all queries, complaints, claims and incidents within one month and all customer communication will be dealt with by a real person. Clients will be regularly updated in writing about the status of their enquiry so that the consumer will always have access to “truthful, effective, sufficient, transparent and updated” information on any incident arising from the normal provision of the service.
Finally, a novel change will involve the way larger companies deal with vulnerable customers, such as those with disabilities or the elderly. In the case of disabled clients, if required, the telephone system must also have an alternative instant messaging system or a video call option for sign language users.
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