The Spanish Customer Service Law Project (Law 121/000012) is in the final stages of processing and will soon be a reality for companies in different sectors.
This regulation is designed to raise quality standards in customer service, with special emphasis on faster response times, personalized attention, and accessibility for vulnerable consumers. So, if your company manages customer services, it’s time to start preparing.
Find out more about how AI solutions help Contact Centers
What Changes Does the Law Introduce?
This law introduces several requirements that will transform how companies manage their customer services:
- Calls handled in less than 3 minutes: one of the most visible goals of the law is to reduce waiting times. 95% of calls must be answered in no more than three minutes, eliminating the frustration of customers waiting forever on the phone.
- No answering machines as the only option: Although artificial intelligence and chatbots can be useful, the law requires that customers must always have the option of speaking to a human agent if they prefer.
- Solutions for vulnerable consumers: Companies operating in essential sectors such as energy or telecommunications will have to offer specific care options for the elderly or people with disabilities, ensuring accessibility through appropriate means.
- Complaint resolution in 15 days: Complaint resolution time, currently 30 days, is halved.
- External audits: Companies will have to undergo external audits to ensure that they comply with established standards.
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Why is it important?
For companies that operate contact centers or manage customer services, the implementation of this law represents an urgent need to adapt their systems and processes. Failure to comply with the new standards will lead to severe penalties, which can reach up to 100,000 euros in serious cases.
But, in addition to complying with the law and avoiding penalties, this regulation offers an opportunity to improve the customer experience, which today is more crucial than ever. We know that dissatisfaction with waiting times and lack of personalized attention is a common problem. Adapting will not only ensure compliance but also improve the relationship with your customers, increasing loyalty and satisfaction.
How Artificial Intelligence Can Help?
Artificial intelligence plays a key role in the process of companies adapting to the new Customer Care Act. Its ability to analyze large volumes of data quickly and efficiently allows companies to obtain valuable information about customer preferences and behaviors. This information can be used to personalize the customer experience, providing instant responses to customer queries, anticipating their needs by reducing wait times, and offering customized recommendations.
Here are some ways in which AI solutions can make a difference:
1. Optimizing response times with AI
Implementing advanced artificial intelligence systems for intelligent call routing and predicting customer needs can help significantly reduce wait times, meeting the service requirement in less than three minutes. In addition, AI can assist in prioritizing urgent or vulnerable customer complaints.
2. Voice analytics and biometrics for personalization
Thanks to real-time voice analytics capabilities, it is possible to detect emotions, identify patterns of dissatisfaction or even authenticate the customer through voice biometrics, enabling faster, more accurate, and secure service. These technologies facilitate automatic customer verification and the delivery of a more personalized service.
3. Claims management automation
Process automation using artificial intelligence can help companies manage claims centrally and within established timeframes. With AI, companies can detect keywords that identify calls with complaints, and customers at risk of abandonment, escalate the management of large volumes of interactions, ensuring that all complaints are properly logged and tracked.
4. Accessible solutions for vulnerable people
Voice recognition and biometrics systems can help facilitate care for people with disabilities or the elderly.
What Can You Do to Prepare?
To be ready for this regulation to go into effect, it is essential to begin transitioning to more advanced customer service systems. Some recommendations include:
- Audit your current customer service processes to identify bottlenecks in wait times and complaint resolution.
- Adopt AI and voice biometrics solutions that enable you to meet response times and ensure personalized care at scale.
- Train your teams to integrate these technologies effectively, improving the customer experience and ensuring compliance with the law.
At the end of the day, these new requirements will not only bring with them the guarantee of closer and more personalized customer service but will also allow those companies that adopt advanced solutions to improve customer satisfaction, gaining a lasting competitive advantage significantly.
Are you ready to transform your customer service and ensure compliance with the law?
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