Call center law to come into effect December 1

Friday, November 28, 2008

The Brazilian call center law will come into effect on December 1, according to the presidential decree 6.523 from July 31.

The requirements include companies providing 24-hour customer service, and the regulation places a one-minute maximum wait time for a customer call to be answered by an attendant. The option of talking to an attendant must be in the first menu, attendants must be qualified to help the customers in all solicitations and all information needs to be recorded by the system.

Customers can ask for copy of the recorded audio file of the service they received, which needs to be delivered within a period of 72 hours. Files may be used for complaints in consumer defense organizations.

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According to Brazilian consumer protection agency Procon, not all companies have adapted their systems to the new law yet, such as the healthcare sector, which has presented a 39% rate of adequacy.

Tech consultancy IDC expects the investments in call center systems in Brazil, which surpassed US$120mn in 2007, to reach US$200mn by 2012.