On October 9th, at Club 567 in Madrid, Spain, we had the opportunity to celebrate an exceptional event in collaboration with the Spanish Association of Customer Relations Experts (AEERC). On this occasion, we addressed the crucial issue of the arrival of the SAC Law and the need for companies to adapt to the new customer service standards that will soon come into force.
Several Spanish companies participated in this great event. José Francisco Rodríguez, president of the AEERC, gave us a valuable perspective on the law and shared effective strategies to mitigate the changes it brings to companies in Spain.
What is the SAC Law and how will it affect you?
The SAC Law introduces requirements aimed at ensuring high-quality, personalized and accessible customer service. Among its main new features are the reduction of waiting times for responding to requests and an increase in transparency in communication with consumers.
From the moment it is implemented in Spain, customer service must be available 24 hours a day, 365 days a year, especially in essential sectors such as energy, water, transport, financial services and telecommunications. In addition, the law imposes specific obligations regarding the accessibility and personalization of the service.
Learn about the requirements of the law and how we help Spanish companies to comply with them
Requirements of the SAC law
How do we help you achieve them?
Companies must resolve complaints or claims within a maximum of 15 days.
We subcontract human resources of various profiles at low cost, generating savings that facilitate staff growth and the resolution of complaints, in addition to ensuring compliance with the deadlines required by law.
Very demanding SLAs: Maximum response time of 1 minute for 90% of calls and 3 minutes for 100%. This will force oversizing of customer AT services.
We guarantee savings of over 50%. You will be able to comply with regulations without additional investments or implementation of new offshore platforms.
Customer service must coincide with business hours. For basic services, support must be available 24/7.
24×7 operation at a lower cost thanks to the time difference. We offer flexibility in models and overflow assistance according to time slots, traffic percentage or type of demand, generating savings of up to 50%
Customer service should not generate additional revenue or be used to promote products.
We offer specialized outbound campaigns to generate income.
Preferential and adapted attention: Companies must establish mechanisms to provide preferential attention to vulnerable consumers.
Preferential and adapted attention: Companies must establish mechanisms to provide preferential attention to vulnerable consumers.
Companies must have an assessment system that can be audited annually.
We have audits and controls, solutions with implementation of Generative Artificial Intelligence: Speech Analytics. Interaction Analytics. Digital Humans.
Staff must be properly trained and informed to handle customer complaints.
We have agent training, including modules on knowledge of the country’s culture and correction of local idioms for customer service in Spanish. E-learning and Copilots.
If you are in Spain, this question is for you!
Is your company ready to comply with the new SAC Law?
To adapt to this law without increasing your operating costs, you need a BPO partner like us. Let’s work together! Contact us by clicking here.
