Starting in 2026, companies providing customer service in Spain will need to adapt to a new regulatory framework. The Customer Service Law, approved by the Council of Ministers, will come into force with the goal of reinforcing consumer rights, improving service quality, and setting clear obligations for companies—especially those operating large contact centers.
This new legislative landscape will have a major impact on industries such as telecommunications, energy, banking, transportation, and insurance. It also represents a significant shift for large call centers, which will need to review their protocols, technologies, and response times to comply with the new requirements.
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Key Highlights of the New Law
The new regulation focuses on core aspects of customer service that were previously underregulated.
1. Maximum wait times:
Companies must ensure that customers are connected to an agent within three minutes or less, in at least 95% of calls. This places direct pressure on call center efficiency and requires smart routing systems and real-time analytics to prevent bottlenecks.
2. Accessibility and availability:
Customer service must be available at least during the same business hours in which products or services are offered. In addition, businesses must guarantee personalized support at no extra cost, including accessible channels for individuals with disabilities.
3. Incident tracking:
The law requires companies to provide clear updates on the status of complaints, along with a tracking number or reference code. This will demand tighter integration between CRM platforms, support tools, and internal databases.
4. Ban on automated responses for complaints:
If a customer files a complaint, the issue cannot be resolved exclusively by automated systems. A qualified human agent must be involved.
5. Deadline for issue resolution:
The law sets a maximum period of 15 business days to resolve service-related incidents, prompting a revision of internal SLAs and escalation workflows.
These requirements represent a significant operational transformation. Large contact centers will need to redesign their customer service models to meet new standards in quality, traceability, and accessibility.
Operational Impact on Large Call Centers
Complying with this law is not just a legal matter—it’s an operational one. The pressure to reduce wait times, maintain accurate complaint tracking, and ensure human support when needed calls for a deep review of existing technology infrastructure and internal processes.
Key areas call centers will need to focus on include:
- Staffing optimization using predictive models to ensure the three-minute response benchmark is consistently met.
- Intelligent automation to handle low-value interactions without breaching regulations, freeing up agents to deal with more complex cases.
- Real-time call analytics to detect patterns, forecast peak hours, and dynamically allocate resources.
- CRM and channel integration to deliver a seamless omnichannel experience with unified tracking and service history.
In this context, solutions like Recordia can play a crucial role. With features such as compliant call recording, speech analytics, voice biometrics, intelligent agents, and secure cloud storage, Recordia enables call centers to align with the new law without compromising efficiency or security.
How to Prepare from a Technology Perspective
Compliance will require more than staff training and revised protocols. Businesses need infrastructure that can record, measure, audit, and act on every customer interaction.
Here are several tech-driven recommendations to navigate this transition successfully:
- Implement speech analytics tools: Automatically analyzing call content helps identify recurring issues, ensure service quality, and produce compliance-ready reports.
- Adopt comprehensive incident tracking systems: Phone, chat, email, and CRM interactions must be fully integrated and accessible for complete traceability.
- Leverage voice biometrics for fast customer authentication: This speeds up the service process while enhancing security.
- Use intelligent agents as the first line of contact: AI-powered virtual agents can manage FAQs, low-risk inquiries, and repetitive tasks. This frees up human agents to focus on complaints or complex scenarios, as required by law. It’s essential to configure these systems so that they don’t hinder access to human support when needed.
- Deploy regulatory compliance dashboards: These tools offer real-time visibility into service levels, making it easier to detect and correct deviations from legal standards.
With the right tools in place, call center leaders can align operations with the law, reduce legal risks, and deliver faster, more transparent service.
Compliance as a Business Opportunity
While the law presents clear challenges, it also opens up new opportunities for organizations that adapt quickly. Companies that invest in upgrading their customer service systems will not only avoid penalties but also benefit from stronger reputations, higher customer loyalty, and improved operational efficiency.
By centralizing service tracking and delivering a more transparent, human experience, customer-company relationships become stronger, directly impacting retention and customer lifetime value.
Moreover, companies that adopt technologies to comply with the law will be able to leverage that infrastructure to gain valuable business insights—such as identifying the most common pain points, measuring agent performance, or understanding customer behavior by time of day.
In this sense, solutions like those offered by Recordia—designed to capture, analyze, and protect the customer’s voice—become strategic allies for organizations looking to grow in a more regulated and demanding environment.
Learn more about how our suite of solutions can help your company stay compliant with the new law, click here.