The “Call Center Law” in Brazil refers to the regulations established by the National Telecommunications Agency (Anatel) and Decree No. 6.523/2008, known as the SAC (Customer Service) Decree. This law aims to ensure quality customer service and protect consumer rights.
Key Points of the Call Center Law
Availability and Free Service:
- Customer service must be available 24/7 and free for consumers.
Humanized Service:
- Customer service should be provided by trained personnel. Automated recordings cannot be the sole method of service.
Waiting Time:
- The maximum waiting time for a customer to be attended to by a representative should not exceed 60 seconds.
Problem Resolution:
- Consumer requests should be resolved immediately. If not possible, the consumer must be informed of the resolution timeline, which cannot exceed 5 business days.
Call Recording:
- All calls must be recorded, and consumers should have access to their service history.
Service Cancellation:
- Service cancellation must be executed immediately upon the consumer’s request.
Quality of Service:
- Companies must ensure courteous and efficient service, and representatives must provide clear and accurate information.
Information Disclosure:
- Information about products and services should be clear, complete, and easily accessible.
Penalties for Non-Compliance
Waiting Time:
- Exceeding the maximum waiting time can result in fines and sanctions.
24/7 Availability:
- Failing to provide 24/7 customer service can lead to penalties.
Resolution of Requests:
- Failing to resolve consumer requests within the stipulated time can result in legal actions and fines.
Immediate Cancellation:
- Not executing immediate service cancellations can lead to complaints and lawsuits for moral damages.
Call Recording and History:
- Not recording calls or denying access to service history can incur penalties.
Clarity and Transparency:
- Providing incomplete or misleading information can lead to sanctions and loss of company credibility.
New Call Center Regulations (Anatel Resolution No. 733/2020)
The new regulations, effective from 2022, introduced significant changes to customer service, adapting to technological advancements and digitalization.
Multi-channel Service:
- Customer service can now be provided via phone, email, chat, messaging apps (e.g., WhatsApp), social media, and other digital means, offering more contact options for consumers.
Humanized and Automated Service:
- Automated service (bots and AI) is allowed, provided consumers can always opt to speak with a human representative.
Waiting Time and Resolution:
- The 60-second waiting time requirement remains, but there’s now a greater focus on effective problem resolution.
Call Recording and Tracking:
- Companies must ensure all contacts are recorded and that interaction history is available to consumers.
Privacy and Data Protection:
- With the General Data Protection Law (LGPD) in force, there’s an emphasis on protecting consumers’ personal data.
Accessibility:
- Customer service must be inclusive and accessible to all, including people with disabilities, using assistive technologies and offering specialized service when needed.
Impacts and Obligations for Companies
Technological Adaptation:
- Companies need to invest in technologies supporting multi-channel service and integration of different communication means.
Staff Training:
- Continuous training for representatives on new technologies and humanized service norms is required.
LGPD Compliance:
- Companies must review and update their privacy and data security policies to ensure compliance with the LGPD.
Monitoring and Evaluation:
- Implementation of systems for monitoring and evaluating service performance, focusing on effective resolution of requests and customer satisfaction.
Future Updates to the Call Center Law
The National Consumer Secretariat (Senacon) is considering increasing human customer service in call centers by 70%. This proposal will be included in the new SAC decree, developed by Senacon in partnership with the Brazilian Association of Teleservices (ABT). The idea is to reduce the robotization of the sector by increasing the number of human representatives.
In 2022, the previous government published Decree No. 11.034, allowing companies to offer multiple integrated channels for customer service to optimize the handling of their requests.
In 2022, the call center sector saw the highest number of job closures among registered workers, with around 460,000 professionals in the industry, according to the General Register of Employed and Unemployed (Caged).
Source: Poder360
