On June 23rd, MST Holding, together with Consulting C3 and sponsored by GoContact and EPOS, and with the participation of Augusta Abogados, organized the first international event in Barcelona on the new Customer Service Law.
We had an interesting day of theory and practice discussing the possible modifications to the customer service law in Spain. Currently, the new Customer Service Law, which was approved by the Congress last April and pending approval in the Senate, is on hold due to the general elections scheduled for July 23rd.
The main presentation was conducted by Jaime Fernández, representing Augusta Abogados, where we learned about the creation of the law, its key points, its evolution, and whether it may be implemented in the future or not. Initially, this law was designed to guarantee basic consumer rights and establish minimum quality parameters in customer service.
The most important points of the law are as follows:
1 – Humanization: The right to speak with a person.
2 – Mandatory channels: In-person, mail, telephone, and online.
3 – Response time: 15 days / 2 hours (essential services).
4 – Availability time: Business hours / 24 hours (interruption of essential service).
5 – SLA (Service Level Agreement): 3 minutes – 95%, Reference tracking, Call recording, Language obligations, Disabilities and +65.
6 – Quality audits: Internal procedures and external auditing.
Given the current political uncertainty, this has led to a series of speculations about whether this law will eventually be approved, when, how, and to what extent.
In relation to this, the next presentation was given by Francisco Rodríguez, President of the Spanish Association of Customer Experience (AEERC), who explained that the AEERC has been involved throughout the entire process of drafting the law and submitting amendments through different political parties. He emphasized the significant impact that the law has on companies in terms of complying with the established parameters, especially for small and medium-sized enterprises.
In conclusion, Francisco Rodríguez pointed out that the law lacks a proper structure and, therefore, a comprehensive reform is required for progress to be made. However, it is still possible to negotiate some terms and thus avoid the impact it will have on large companies and SMEs.
Next, Patricia Guerrero, Area Manager of Consulting C3, took the floor. She conducted an interesting analysis of a set of best practices, emphasizing the idea that our customers’ expectations are changing, which requires us to listen to them in order to take the necessary actions.
The best way to understand our customers is by measuring through the use and analysis of KPIs, such as First Contact Resolution (FCR), and having a ticketing system that provides us with a tracking number. Patricia also emphasized the importance of having well-trained teams of agents and team leaders, which allows us to identify any special needs our customers may have.
It is extremely important to listen to our customers, know every detail, evaluate and analyze this information, and consequently, implement corrective measures, optimize and personalize processes, and design a simplified and clear customer service system that drives us to improve customer satisfaction.
After all the presentations and a short coffee break, Jordi Miguel, Training Manager of Consulting C3, started an interesting workshop where participants had to apply the overarching theme of the event, “the set of best practices,” through a business case.
We would like to thank all the attendees for their participation and our sponsors GoContact and EPOS. Thanks also to Augusta Abogados for their unwavering support and to AEERC for turning this day into a very special event.
We look forward to seeing all of you again very soon!