Standards of service in call centers are still ignored by firms
This article was translated by an automatic translation system, and was therefore not reviewed by people.
The law that established new rules for operation of the Service Customer Service (CAS) has completed three months but remains descumprido by companies. The assessment is of bodies and agencies for consumer protection.
According to the Ministry of Justice in 67 days passed since the decree came into force, were recorded 3.2 thousand claims for breach of the law throughout the country. More than 370 companies were reported and 36 fined.
Among other points, the Decree 6523/08 states that consumers should not expect more than a minute to be served. When connecting to a CAS, the consumer should have the option, in its first electronic menu, to speak directly with the attendant, without having to provide your data before.
The legal advisor of the Office of Consumer Protection (Idec), Marcos Diegues, indicates that the telephone companies are the most violate the law. He points out that the complaint of irregularities is essential if companies are to be punished. The consumer is not served in accordance with the standards should seek the nearest Procon.
"Companies have to be fined and the consumer has a very important role in this aspect that is to register the complaint. And he has the right to request the recording of their contact with the company because it serves as a proof to show that the care was inappropriate, "recommends.
The coordinator of the Brazilian Association of Consumer Protection - Pro Test, Maria Inês Dolci, argues that the injured consumer must rethink its contract with the company or service provider.
"By disregarding the law, they are betting that may go to justice then to discuss the fine. It is a huge disrespect to the consumer, because he has not only financial loss but also the time you lose by contacting the call center. Recalling that he who pays the service and must be treated well, "he said.
Source: JC Online
This article was translated by an automatic translation system, and was therefore not reviewed by people.
Important:
The JurisWay site does not interfere in the work provided by doctrine, why only reflect the opinions, ideas and concepts of their authors.
