this state announced a new regulation requiring companies to handle customer complaints by telephone within three minutes at the latest. Unions have reacted cautiously to the measure. On one side, they view the time limit as an incentive for firms to expand their workforces to meet the new demand, thereby creating jobs in the sector. On the other side, they worry that without solid collateral for the initial rollout, the pressure of serving customers in a shorter time could be borne by the workers who are at the frontline. Approximately 120,000 employees could be affected, with more details expected in the coming months from the Minister for Consumer Affairs in Spain, Alberto Garzón. (attribution: official government briefing)
the proposal is met with mixed feelings by consumers and labor groups alike. A consumer representative remarked that the policy seems appealing to users, but daunting for workers who fear the stress of constant call handling. A call center worker added that either more staff will be hired or workloads will increase, underscoring a long-standing pattern of labor disputes, high turnover between campaigns, numerous part-time shifts, and relatively low wages. These conditions contribute to a sense of distrust among workers who see any positive customer-facing developments as an additional burden for those answering the phones. (attribution: union statements)
relations between employers and unions have grown tense in recent months, prompting CCOO and UGT to call for monthly strikes as negotiations on the collective bargaining agreement stall. Reports from industry centers indicate that companies are offering wage increases below inflation and are being asked to cover teleworking costs that are currently borne by workers. (attribution: labor union communiqués)
amid ongoing business tensions, the government has announced that firms must ensure that wait times for general information, inquiries, and after-sales support do not exceed three minutes. A union spokesperson noted that there is no certainty that companies will comply with the new rule unless client firms are also involved. Demand is high because productivity is increasingly measured by the number of calls answered, according to a representative from CCOO. (attribution: union leaders)
producing a three-minute customer interaction target will require changes in how organizations operate. Companies will need more resources to train staff on continuous protocol changes and to respond to inquiries within the three-minute window. Upgraded hardware and better computer terminals will help reduce delays caused by outdated equipment, and improved cross-department coordination will be necessary for procedures that involve multiple operators. A union official emphasized that when a contract is awarded, buyers should look beyond price alone and consider service quality and staff training as essential factors. (attribution: industry spokesperson)
UGT warns that workers should not bear sanctions or heavier workloads as a consequence of failing to meet the regulation. One proposal suggests requiring contracted telephone support vendors to sign a clause guaranteeing a minimum worker-per-call ratio to prevent overload. The law could also include a cap on how long a robotic system, not a human, may handle a customer interaction. (attribution: union policy recommendations)