Banks must provide personalized customer service 24 hours a day, all year round
Posted: Tue Jan 07, 2025 9:04 am
Financial institutions in our country must have a personalized customer service available 24 hours a day, 365 days a year, as stipulated by the Draft Law on Customer Service . The new legislation, which was approved by the Council of Ministers on November 16, includes an ad hoc modification of the article on customer service in the law reforming the financial system.
The service will be free, efficient, accessible, inclusive, non-discriminatory and evaluable.
In this regard, and according to Cinco Días , the new text, promoted armenia number screening by the Ministries of Consumer Affairs and Economic Affairs, implies new obligations for investment services companies, financial entities and insurance companies. As the document states, “ customer service, which will be free, efficient, accessible, inclusive, non-discriminatory and evaluable, will be provided continuously 24 hours a day, every day of the year. In any case, the use of answering machines or other similar means as the exclusive means of customer service is prohibited .”
In this way, it is established that financial institutions have people on the other end of the phone to attend to the needs of users, a standard that many companies in the sector do not meet. Currently, it is common for banks to refer to an automatic voice recognition system during certain time slots or on holidays, but limit the possibility of directly contacting an operator.
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The new directive also includes quality requirements for customer service. Financial institutions must have the appropriate human, material, technical and organisational resources to fulfil these functions. In this regard, the text makes specific reference to staff training. “ They will take the necessary actions to ensure that staff serving these departments have specialised training and qualifications, including specific prior training in serving vulnerable consumers and, in particular, people with disabilities or the elderly ”, according to Cinco Días .
As regards the complaint procedures , the draft distinguishes between incidents, queries and complaints, which may be submitted either in paper form or by electronic means and, in any case, when the interested party so requests, through the same means by which the contractual relationship was initiated. These, in addition, must be completed within a maximum period of one month from the date of the request submitted by the client to the entity. On the other hand, it is determined that the customer service department must operate separately from the rest of the entity in order to avoid conflicts of interest.
Draft Bill on Customer Service
On November 16, the Council of Ministers gave the green light to the drafting of the bill with which the Ministry of Consumer Affairs regulates customer service. Among other things, the legislation seeks to put limits on the use of answering machines with which companies interact with consumers, as well as guarantee the correct attention of vulnerable people and make public the evaluation of users regarding the attention received.
The service will be free, efficient, accessible, inclusive, non-discriminatory and evaluable.
In this regard, and according to Cinco Días , the new text, promoted armenia number screening by the Ministries of Consumer Affairs and Economic Affairs, implies new obligations for investment services companies, financial entities and insurance companies. As the document states, “ customer service, which will be free, efficient, accessible, inclusive, non-discriminatory and evaluable, will be provided continuously 24 hours a day, every day of the year. In any case, the use of answering machines or other similar means as the exclusive means of customer service is prohibited .”
In this way, it is established that financial institutions have people on the other end of the phone to attend to the needs of users, a standard that many companies in the sector do not meet. Currently, it is common for banks to refer to an automatic voice recognition system during certain time slots or on holidays, but limit the possibility of directly contacting an operator.
Related News
Advertising regulation, schedules and platforms: points of friction in the new Audiovisual Law
Limitations on targeted advertising and limitations on acquisitions, among the novelties of the Digital Markets Law
The new directive also includes quality requirements for customer service. Financial institutions must have the appropriate human, material, technical and organisational resources to fulfil these functions. In this regard, the text makes specific reference to staff training. “ They will take the necessary actions to ensure that staff serving these departments have specialised training and qualifications, including specific prior training in serving vulnerable consumers and, in particular, people with disabilities or the elderly ”, according to Cinco Días .
As regards the complaint procedures , the draft distinguishes between incidents, queries and complaints, which may be submitted either in paper form or by electronic means and, in any case, when the interested party so requests, through the same means by which the contractual relationship was initiated. These, in addition, must be completed within a maximum period of one month from the date of the request submitted by the client to the entity. On the other hand, it is determined that the customer service department must operate separately from the rest of the entity in order to avoid conflicts of interest.
Draft Bill on Customer Service
On November 16, the Council of Ministers gave the green light to the drafting of the bill with which the Ministry of Consumer Affairs regulates customer service. Among other things, the legislation seeks to put limits on the use of answering machines with which companies interact with consumers, as well as guarantee the correct attention of vulnerable people and make public the evaluation of users regarding the attention received.