this State Announced a new law to force companies to deal with complaints telephone within three minutes at the most. Unions take the norm cautiously. On the one hand, they see the time limit as an opportunity to force companies to expand their workforce to meet new needs, thereby creating jobs in the industry. But on the other hand, they fear that if adequate collateral isn’t secured for the preliminary project by lending this Tuesday, the stress of having to serve customers in less time will be the employees who pay. Some 120,000 employees More details are expected in the coming months by the Minister for Consumer Affairs across Spain, Alberto Garzon.
“It looks great to me as a consumer, but crazy as a worker. Does anyone think of the stress it will create among us on the other end of the phone?”Call center‘. “Either more people will be hired or we will shoot,” says another. The call center industry has a long history of labor disputes and precarious conditions. High rotation between campaign and campaign, many part-time shifts and low salaries are common complaints among union workers. And hence the distrust of workers who see customers’ ‘good news’ as an even greater burden for them.
Relations between employers and unions have been so tense especially in recent months that CCOO Y UGT They called for a strike once a month due to the blocking of the collective bargaining agreement. According to reports from centres, companies are offering pay rises below inflation and are being tapped to cover teleworking costs currently borne by the worker.
And now, in the midst of a business dispute, the Government is announcing that companies must ensure that the waiting time for telephone attendance at general information, inquiries and after-sales services does not exceed three minutes. “Nothing can guarantee that companies will comply with the law, we must involve client companies,” says the head of UGT. Maria Pedraza. “Demand is so high now because productivity is measured by calls answered,” says his colleague at CCOO. Laura Dominguez. The bill was consulted for the first and only time last week, although facilities hope to participate in the specification and development of the standard later on.
Serving the customer in a maximum of three minutes will require changes in the organizational dynamics of the companies. More resources to train employees on continual protocol changes and respond to their requests within three minutes. Better computers, because problems with old terminals are a common cause of delays. Or better coordination between departments for procedures that require the intervention of more than one operator. “When a company bids for a contract, we want other things to go beyond price. Quality of service and training is also important,” says the person in charge of CCOO.
They warn from the UGT that workers, neither with sanctions nor with a greater workload, can be the payer for violation of norm companies. One mechanism they propose is to force contracted companies of a telephone attention service to sign a clause with a minimum worker-per-call volume to ensure there is no overload. Also that the law includes a limitation on the maximum amount of time a robot, not a person, can deal with a customer.