{"id":2279,"date":"2021-12-02T11:06:08","date_gmt":"2021-12-02T10:06:08","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=2279"},"modified":"2023-06-06T16:55:43","modified_gmt":"2023-06-06T14:55:43","slug":"banco-chatbot","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/banco-chatbot\/","title":{"rendered":"Fin al contestador autom\u00e1tico: los bancos tendr\u00e1n que atender de forma personal a los clientes las 24 horas del d\u00eda"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\"><strong>Los bancos deber\u00e1n garantizar que la atenci\u00f3n al cliente sea de forma personal durante todos los d\u00edas del a\u00f1o tras una modificaci\u00f3n de la normativa realizada por el Ejecutivo<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La\u00a0atenci\u00f3n al cliente\u00a0se convertir\u00e1 en un\u00a0servicio primordial para la banca, que\u00a0deber\u00e1 responder las 24 horas del d\u00eda, los 365 d\u00edas del a\u00f1o, a las consultas telef\u00f3nicas, con\u00a0una plantilla formada y con capacidad para atender a personas mayores y con discapacidad, seg\u00fan el anteproyecto de ley de atenci\u00f3n a la clientela. La plantilla tendr\u00e1 formaci\u00f3n especial para usuarios de edad avanzada; las entidades habr\u00e1n de separar el \u00e1rea de resoluci\u00f3n de conflictos del resto.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Los\u00a0ministerios de Consumo y de Asuntos Econ\u00f3micos\u00a0se han aliado para\u00a0poner orden en la atenci\u00f3n al cliente de servicios esenciales: de agua y energ\u00eda, de transporte de viajeros, postales, de telecomunicaciones, de servicios audiovisuales de pago y de servicios financieros. <\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Un gran impacto en el sector bancario en lo referido a la disponibilidad<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">La futura normativa, que ha de ser\u00a0sometida a todos los tr\u00e1mites de aprobaci\u00f3n, implica severas\u00a0obligaciones nuevas para las empresas de servicios de inversi\u00f3n\u00a0(br\u00f3keres),\u00a0entidades financieras y aseguradoras.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">La modificaci\u00f3n que obligar\u00e1 a los bancos a tener atenci\u00f3n personal 24 horas <\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Esta nueva regulaci\u00f3n espec\u00edfica del sector financiero incluye\u00a0una modificaci\u00f3n del art\u00edculo sobre atenci\u00f3n al cliente\u00a0de la ley sobre la ley de reforma del sistema financiero de hace 20 a\u00f1os.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><em>El servicio de atenci\u00f3n a la clientela, que ser\u00e1 gratuito, eficaz, accesible, inclusivo, no discriminatorio y evaluable, se prestar\u00e1 de forma continuada las 24 horas del d\u00eda todos los d\u00edas del a\u00f1o. En todo caso, se proh\u00edbe el empleo de contestadores autom\u00e1ticos u otros medios an\u00e1logos como medio exclusivo de atenci\u00f3n a la clientela<\/em>.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Es decir,\u00a0siempre deber\u00e1 haber una persona al otro lado del hilo telef\u00f3nico, un servicio que actualmente no tienen la mayor\u00eda de entidades financieras espa\u00f1olas. Es habitual que\u00a0en d\u00edas festivos y durante determinadas horas se restrinja el servicio a un servicio de reconocimiento de voz,\u00a0sin posibilidad de contactar con un operador.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Los bancos deber\u00e1n garantizar los medios para que se haga efectivo. El borrador incluye adem\u00e1s\u00a0exigencias en la calidad del servicio.\u00a0Las entidades\u00a0deber\u00e1n asegurarse de que sus departamentos o servicios de atenci\u00f3n a la clientela est\u00e1n\u00a0dotados de los medios humanos, materiales, t\u00e9cnicos y organizativos adecuados\u00a0para el cumplimiento de sus funciones.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Los bancos deber\u00e1n garantizar que la atenci\u00f3n al cliente sea de forma personal durante todos los d\u00edas del a\u00f1o tras una modificaci\u00f3n de la normativa realizada por el Ejecutivo La\u00a0atenci\u00f3n al cliente\u00a0se convertir\u00e1 en un\u00a0servicio primordial para la banca, que\u00a0deber\u00e1 responder las 24 horas del d\u00eda, los 365 d\u00edas del a\u00f1o, a las consultas telef\u00f3nicas, [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":2282,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-2279","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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