Clipping of news on Brazilian Culture, Law and Citizenship
08.24.2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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More than seven years after law governing service, 75% of companies still violate any rule
Cláudia Abreu complains of barriers to get to talk to a person of the SAC. "I gave up from exhaustion" - ANTONIO SCORZA / Agency Glob
Talk to a person - not a machine - it's the least we expect the consumer to contact the call center of a company and what the law requires. Flexibility in attendance as well. But getting it is not always easy. Testing done by GLOBE with 20 companies from sectors governed by Decree 6523, July 2008, known as the SAC Act, shows that 75% of them violate at least one of the four items evaluated. Some do not include access to the attendant on the first menu, or to cancel, mandatory measures. Others require personal data as a condition of attendance, which is forbidden. And although the maximum time between choosing the option to talk to the attendant and contact it to be 45 seconds to 60 seconds to banks and other sectors, there have been waiting for more than minutes.
This rule restricts the gap between the information that the client will be transferred and speaking official. But in practice, even in companies that comply with the law, the delay is often much higher, because of the amount of menu options, and the clerk is usually being among the latter. That says the master Cláudia Abreu Sciences that penou to speak to someone from SKY after receiving for three months, invoices with higher values than agreed in the plan:
- Once it reached the first bill with the wrong values, called complaining, but paid. The following month, the same thing. The third time, I decided not to pay and began my ordeal. When connected to the SAC, he entered a recording saying he was in debt and that I had the option to pay by phone with credit card. And point. But I did not want to pay, just to talk to someone!
After much persuasion, she managed to beat the system when accessing the "buy a product". Only then he heard the voice of the attendant.
- It is a huge barrier to talk to a person. And when we come to it, they are often ill-prepared, without technical knowledge, and not know how to deal with the public. I gave up from exhaustion.
There are difficulties for all orders. In the test, it was impossible to talk to Hi from a phone that was not the operator. Calling from a Hi, the attendant appeared. In the course, the reporter was transferred from recording to recording. The first, called the phone number linked to the operator and, when provided, "said he had no access" to information and transferred to another recording where personal data are requested. If you do not pass the information recording apologizes and hangs up. Nextel does not have the option of speaking with attendant on the first menu, only the second. The same goes for the cancellation. TIM, the waiting time broke the limit.
The Bank of Brazil, Itau Unibanco, Santander and Caixa also extrapolated time. The SACs Bradesco, Bradesco Saúde, CEG, Light and Cedae reported no problems in the analyzed items.
Among health plans, the largest delay was in SulAmérica, seven times the limit of the law. Another issue in the industry are messages that delay access to the options menu. In Amil, the bat, the client is invited to download the company's application. The Unimed disclose the company's improvements. The decree says that it is "prohibited the broadcasting of advertisements during the waiting time for care." But the issue is controversial.
- If a message about an application, for example, and then comes the menu options, without the consumer having to dial anything to go on, no problem - says Carlos Eduardo Amorim, legal director of Procon-RJ:
Technical manager of the Brazilian Institute of Consumer Defense (Idec), Carlos Thadeu de Oliveira finds it regrettable that, even if there is a specific decree and an ordinance that regulates the SACs yet still "are poor". Marco Antonio Araujo Junior, president of the Consumer Defense Commission of the OAB-SP, the breach of the law is not justified:
- The legislation is appropriate and in line with the best global practices and the Consumer Protection Code. Lacking investment and goodwill of companies.
WHAT THEY SAY BUSINESSES
The Hi informs that the measurements made by the company, the average length of service is less than 20 seconds, and seeks to optimize service and achieve excellence in the relationship with the consumer. TIM regrets logged issues and reiterates that it will seek to analyze the incident to improve its processes. The course explains that compliance with the standards and service excellence are priorities that guide the company. Vivo informs that seeks to meet the existing rules and, therefore, investing with a focus on quality and failures that might occur are resolved as soon as possible. Nextel says that it meets all the requirements and reinforces that values the excellence and quality of service.
SKY, Net and GVT clarify that the service is not conditional on providing any personal data, but rather a consumer choice so you can enjoy personalized and responsive service. "If you do not enter the data, the customer will hear the default options of care." Regarding the case of Claudia Abreu, SKY reports that came in contact with the client and schedule a date for the exchange of the units this week.
Box said its SAC serves 75,000 calls per day, with an average waiting time of three seconds. Itaú Unibanco stressed that invests in skilled and technology teams to ensure that waiting times are respected. The Bank of Brazil says fully comply with the legislation and prioritize investment in actions to improve the service. Santander will assess whether there was a technical problem in the specific case.
Unimed-Rio explains that the messages are merely informative, and not advertising. Amil informs that the recording intends to advise on other service channels and that it was taken from the air at the end of Thursday afternoon, after contact the GLOBE. Adds that failure to provide data does not prevent service. If the client does not pass this data will be automatically directed to the attendant. It adds that the average waiting time in his SAC this month is eight seconds. With regard to cancellation in the first menu, Amil has no electronic menu with a list of options, as this is not an enforcement of the decree, but any attendant can make the cancellation. Therefore, from the first contact, the recipient can do to cancel your plan. SulAmérica says operate according to the laws and that the delay in meeting "was timely" and possibly by a "momentary instability in the care system." The Brazilian Association of Teleservices, which includes call centers, declined to manifest.
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.