Procon detects the SACS takes to resolve complaints
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Two months after the new rule for the call centers come into force, companies need to accept in part by the government. The menus are clear and assistance in many of them, is done up in a minute. But the most important point - to settle in five business days the issue of the consumer - still have failures.
It is indicating a balance made by Procon-SP, which shows that around 500 of more than 2,000 complaints about the operation of SACS (Customer Service) refer exclusively to non-resolution of the problem in the maximum time allowed.
"The major objective of the decree was to improve the resolution of consumer problems with businesses," says Carlos Coscarelli, chief advisor of Procon, who admits: the goal was not achieved at all. "The decree is good, but companies need to be pressed to meet all the rules," he says.
In December, the 35 companies reported by Procon not adequacy. They had no defense and had disclosed the name. Already the Ministry of Justice ordered, between 1 and 13 December, 72 companies.
Grand parade marks the proposal by the government, the end of the endless musiquinha of a lift-attendant to talk to you in a minute, when asked, was the first focus of the action of Procon with the call centers. The audit is now in intense post-service, or in fact the resolution of the problem.
In the case of surgeon-dentist Cruz Juliana Duran, 26, Telefónica took three weeks to solve a problem instead of the line phone from his office. "The instrument played, but when I met, was mute. With other apparatus, the problem remained," says Pollack, who calculates, after being quickly answered, had to wait in line "40 minutes" to be transferred.
Test service
Tests by the Folha between fourth and sixth with 29 companies (large operators of the market) show that this service has been worse, some have only numbers for claims and cancellations.
Were two links for each company. Nine had problems - six reported more than two minutes late. In similar test in the first days of the new rules, with 33 companies - but only one connection for each -, 14 took longer than permitted and had nine holes in the menu. In the last test, the menus follow the rules.
"Many companies have prepared for change. The financial sector, for example, adapted itself too much. Other companies only show their plans now," says Coscarelli.
Telecoms leader in Procon complaints (about 1,200 of 2,000). Subject to the decree SACS (not all phones service) also in other areas covered by the government.
At least two companies - Continental Airlines and American Airlines - obtained injunctions free them to comply with the rules. The National Agency of Civil Aviation of Continental dropped the injunction.
Addition
In response to tests conducted between Wednesday and Friday by the Film - and pointed out that failures in compliance with the maximum time of one minute to speak with an attendant user - the companies replied that they are adapted to the ordinance and that the failures are off.
The TAM reports that the SAC "is dimensioned to meet up to 60 seconds" and that occasional technical problems "are being investigated [...] to affect more than the operation."
According to Traffic Itapemirim, the average time of service on Friday was 32 seconds and found the delays were "circumstantial". Claro also said that there was "an occasional occurrence" and that "is already taking the necessary measures" to Sana'a it.
The Amil says there was a structural problem in the building where he operates the call center, which was reflected in the attendance in the last week. The Unimed Paulistana says, "depending on the attack of the virus Conficker" had "an accumulation of demands" and "delays" in recent days.
Telefónica announced that the customer Juliana Duran Cruz "will receive compensation corresponding to the signing period in which the line had problems" and that the company is sorry for the inconvenience. Telefónica also said that works continuously to avoid gaps and has invested in attendance.
The EFC says that strives to meet all the rules and if you can not reach 100% of expected, especially in some time, improves your care every day. NET has already announced that the deadline is met and that the counting time of transfer to an attendant should be done after recording inform the protocol. The sheet could not talk to 1001.
Source: Reuters
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