Discover how to adapt to the SAC Law -
business breakfast in Madrid, Spain
With the arrival of the SAC Law, companies must adapt to new customer service standards that will soon come into force. To help you comply with this regulation and manage its economic implications, we invite you to a special breakfast that will take place on October 9 at Club 567. This event is organized by Outsourcing SAS BIC in collaboration with the Spanish Association of Customer Relationship Experts (AEERC).
What is the SAC Law and how will it affect you?
The SAC Law introduces a series of requirements designed to ensure high-quality, personalized and accessible customer service. Key new features include reduced waiting times for requests and increased transparency in communication with consumers.
From the time of its implementation, customer service must be available 24 hours a day, 365 days a year, especially in essential sectors such as energy, water, transportation, financial services and telecommunications. The law also imposes specific obligations on the accessibility and personalization of the service, including:
- 24/7 availability: Essential services must be available at all times.
- Personalized accessibility: Companies must adapt their services to serve customers with disabilities and the elderly.
- Response time: 95% of phone calls must be answered in less than 3 minutes, and the exclusive use of answering machines and chatbots to answer queries will be prohibited.
- Complaint resolution: The deadline for resolving a complaint is reduced to 15 days, instead of the current 30 days.
- External audits: Companies must undergo audits carried out by accredited entities to ensure compliance with the new requirements.
- Incident reporting: Companies must inform users about significant contractual incidents that affect the service.
In addition, the law provides for a severe sanctioning regime, with fines of up to 100,000 euros for serious breaches.