Call Center: headache continues and the only way is to claim
This article was translated by an automatic translation system, and was therefore not reviewed by people.
In an attempt to change the address on receiving the account from your cell phone, the entrepreneur André Luiz called the operator that a client. It was twenty minutes explaining the situation to the clerk of the company. The following month, the correspondence was delivered to old address. Already the economist Luciana Clemente cleared commitments to expect a visit from a technician's cable TV. The person did not appear. These examples illustrate very common situations: who has not gone through something or know someone who faced a quarry to get an issue resolved through the telemarketing of any service provider? Little has changed in the routine of Service Customer Service (CAS) with the entry of new rules for the sector, announced in December 2008. Since then, more than 10,000 complaints received by the Department of Protection and Consumer Protection (DPDC), the Ministry of Justice - before that, the court even offered space to record and account for customer complaints.
Top of the list of complaints is the waiting time to be served. There are complaints of broken connection before the call is completed and lack of preparation of attendants to lead consumer problems to solve. The new rules predict that the customer is treated in more than a minute, except in the case of medical services rendered by banks where the limit is up to 45 seconds. The timer, generally takes much longer.
"I was 20 minutes trying to explain to the attendant operator Vivo I had changed address," says the entrepreneur André Luiz. "Even so, the next month the bill was sent to my old residence. Result: I paid late. I got 20 more minutes on the phone and had to repeat all explanations to another official of the company and say that I would not pay interest. They said they will charge, but who will pay me the 40 minutes that I was stuck on the phone? " In a statement, Vivo said VEJA.com that the situation experienced by André Luiz was "atypical and the company will use the analysis as to improve its procedures."
On the one hand the new rules have not brought the expected improvement for the sector, on the other hand they served for the regulators acted in more effectively. At least in theory. The Department of Protection and Consumer Protection, for example, has provided a space on your site for people to make complaints about the care of business. Before December was no control over the complaints regarding call center. The Procon de São Paulo, in turn, applied in July a total of 10 million in fines to twenty companies that ignored the new rules for call centers. "Those who have problems with the care services must report them immediately to the organs of state consumer protection," advises Robert Pfeiffer, CEO of Procon. "The problem is solved in ten days. In general, 80% of cases are resolved."
Pfeiffer argues further that Brazil has an extensive jurisprudence for the consumer who feel mistreated by the company. Be disregarded by the answering service can generate up to a process for moral damages. As evidence, the consumer can use the recording link and the cause is almost paid off.
There are about three months, the economist Luciana Clemente faced problems with the operator of cable television NET. "After much effort, I managed to schedule a visit. The clerk said the visit would not be charged. But if I were not at home, they would charge. Clear commitment and coach did not appear. I called them and told me that there was a system error. The official appeared four days after the combined, "he says. "Now, if I was not at home I would have to pay. And when they do not appear, what happens?" In a statement, the carrier said the VEJA.com that recovery depends on the package employed and the type of occurrence. "Today, 97% of visits made by NET techniques are implemented within the agreed time with the client. When there is some kind of problem, NET contacts to notify and reschedule with priority according to customer convenience." Even in a situation that is clearly the victim, Luciana, however, will not sue the company. Wants to "avoid a headache."
Source: Veja.com
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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