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News : Follow Spanish Ban on Call Centre Bots, Says Tees Business Leader

#contactcenterworld

Stockton, UK, Jan 4, 2022 -- Martin Anderson, CEO of Stockton-based Lemon Business Solutions has written to consumers minister, Paul Scully MP, urging him to do more to tackle shoddy customer service from companies using robots to address complaints.

In his letter, Mr Anderson referred to legislation emerging in Spain where Mr Scully’s counterpart, Alberto Garzón, has proposed legislation to give consumers a legal right to speak to a human rather than a robot on customer service calls. The Customer Attention Bill, which is expected to become law in 2022, will apply to companies with more than 250 employees or £42million in annual turnover and automatically to those providing water, energy, transport, delivery, telecommunications and financial products.

Mr Anderson stopped short of calling for the same approach in the UK, instead urging the minister to consider establishing a code of best practice for customer service, especially for organisations providing critical services.

Martin Anderson, CEO of Lemon Business Solutions, said: "The pandemic has been used as a ‘get out of jail free’ card for many frontline, customer-facing, organisations which have blamed increased response times on COVID-19 restrictions. This cannot be allowed to continue.

"Organisations, especially those providing key services and utilities, must be held to account for poor customer service and over-reliance on chatbots. There is, of course, a double incentive for them to do so: they save costs on staffing; and customers find it more difficult to access refunds or change providers.

"I look forward to receiving the minister’s response to my plea, on behalf of consumers everywhere, who have fallen foul of shoddy customer service by organisations cutting corners at the public’s expense!"

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://bdaily.co.uk


Today's Tip of the Day - Utilize Time & Money Saving Tools

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Published: Thursday, January 6, 2022

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2024 Buyers Guide Automated Call Distributors

 
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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
 

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