Aumentam as reclamações sobre cancelamento de serviços através do SAC.

Em 2010, cresceu o número de reclamações de clientes que não conseguem cancelar seus serviços através dos SACs (Serviços de Atendimento ao Cliente). Este número representa mais de um em cada três (34,2%) processos nos Procons (Fundações de Proteção ao Consumidor) do país. Em 2009, correspondia a 29,3% do total de reclamações sobre call centers.

O balanço foi divulgado nesta terça-feira (3) pelo Departamento de Proteção e Defesa do Consumidor do Ministério da Justiça.

A diretora substituta do departamento Juliana Pereira diz que o aumento das reclamações de dificuldade de cancelamento se concentrou entre empresas do setor financeiro, como bancos e seguradoras.

“Isso é muito preocupante, principalmente porque o aumento de reclamações se deu no setor financeiro. Os fornecedores devem garantir o acesso dos consumidores e a resolução rápida das suas demandas através do SAC, uma vez que cada dia mais este é o principal canal utilizado pelo mercado.”

As reclamações sobre atendimento das empresas de cartões de crédito aumentaram: de 19,4% do total de reclamações da primeira metade do ano passado para 21,1% das críticas. Os bancos também tiveram piora no percentual de reclamações: foram de 7,5% do total de reclamações no primeiro semestre de 2009 para 11,2% das registradas no primeiro semestre deste ano.

Como adequar o seu atendimento com as soluções da Vocale Solutions?

Vocale é uma solução de gravação de voz que além de realizar gravações de ligações, também apresenta diversos recursos que podem ser personalizados de acordo com a necessidade da sua empresa ou Call Center.

Você pode gravar e monitorar as telas dos computadores dos seus atendentes para identificar as ações e atividades que ocorrem durante o atendimento, analisar o tom de voz , tanto dos atendentes quanto dos consumidores, para saber se estão sendo bem atendidos e prever conflitos obtendo ferramentas necessárias para reverter possíveis casos de desistência, entre outros benefícios.

Sua empresa pode armazenar as gravações em mídias externas e realizar buscas por termos e palavras determinadas afim de atender às solicitações de seus clientes de forma mais rápida e eficiente.

Todas as soluções da Vocale Solutions tem como objetivo aumentar a qualidade do seu atendimento e a satisfação de seus consumidores, além de regularizar o seu SAC de acordo com as leis de defesa do consumidor.

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