The new Customer Service Law that has been implemented aims to solve the problems detected in customer services, since most of the complaints registered were due to deficiencies in these services.
This new law is intended to improve the provision of this type of service by large companies and thus improve the protection of consumers to guarantee their rights and ensure a quality experience.
The Customer Service Law in brief
The new Customer Service Law is aimed at all companies that provide essential services in Spain.
This new law seeks to provide free, efficient, accessible, and inclusive customer service, where more personalized service is provided, complaints are facilitated, and waiting times and deadlines are reduced.
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Waiting times and personalization, keys to the new law
Among the biggest complaints registered in customer services, there are two that are undoubtedly the most mentioned: service personalization and waiting times.
On the one hand, many customers today complain about the new customer service methods based on answering machines or robotic systems. In fact, according to some surveys, more than 80% of consumers prefer to talk to a real person rather than a bot, which demonstrates the importance of personalization of contact center service for customer experience and satisfaction.
On the other hand, the waiting times associated with dealing with an agent or resolving an incident are still very high. So much so that, although most customers prefer to deal with an agent rather than a bot, those who prefer electronic systems highlight the reduction of waiting times as their main benefit.
If we add to this fact that, during an average customer service call, 75% of the time is spent on routine research or identification tasks and only 25% on customer interaction, there is a lot to improve.
For these reasons, the new law proposes to limit waiting times for general information, complaints and after-sales services to 3 minutes. In addition, companies will be obliged to offer personalized and professional attention to those who request it.
In this way, the government seeks to make customer service as personalized as possible, which represents a new opportunity to build customer loyalty with quality customer service in accordance with their needs.
Voice biometrics for quality, personalized customer service
Contact centers are an integral part of customer service as they are often the first line of contact for help and information.
However, traditional methods of customer identification are tedious and time-consuming, causing frustration for both customers and employees.
Voice biometrics is a technology with great potential to revolutionize the call center experience. Through biometric authentication, a customer’s voice is used as an identification factor that can instantly verify identity and provide more personal and secure customer service, improving the experience and preventing fraud.
For the customer, one of the clear advantages of implementing this technology is that it eliminates the need for them to go through a lengthy authentication process, saving time and reducing frustration.
And the advantages for companies are also clear: a more efficient call center, faster customer service and, as a result, greater customer satisfaction.
Learn more about voice biometrics and how it helps to comply with the new Customer Service Act by clicking here.