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Instrução CVM 505: conheça os procedimentos e normas!

Você já ouviu falar na Instrução CVM 505? Ela é necessária tanto para a segurança do call center quanto dos clientes. Separamos, neste post, algumas interpretações interessantes sobre suas normas e procedimentos, que contemplam as ordens transmitidas por telefone ou outros sistemas de transmissão de voz em operações de call center das empresas de crédito. Confira!

 

O que diz a CVM 505 sobre transmissões de ordens?

De acordo com a CVM 505, "todas as ordens devem ser registradas, identificando-se o horário do seu recebimento, o cliente que as tenha emitido e as condições para a sua execução."

E, como podemos perceber neste trecho, este é o ponto principal de toda operação do call center orientada pela CVM 505: o registro das ordens de forma catalogada, protegida de tentativas de adulterações e passíveis de serem auditadas a qualquer momento, independentemente da sua forma de transmissão. Ou seja, isso também vale para as transmissões de voz utilizadas nas URAs ativas.

A subseção do item sobre a transmissão de ordens ainda diz que é de responsabilidade do intermediário que inclusive seus prepostos também mantenham as gravações das transações. Em outras palavras, os call centers terceirizados que queiram atender este tipo de operação também devem ter um sistema de gravação de ligações, o que já era uma prática comum em outros setores do mercado, mas que agora se consolidou como uma norma a ser seguida.

 

Cadastro de clientes dentro da norma

A CVM 505 diz que o cadastro de cliente pode ser feito por meios eletrônicos e assim também deve ser mantido. Além disso, este cadastro deve sempre ser atualizado junto as entidades reguladoras.

Esses cadastros e o histórico de operações financeiras podem revelar tentativas de atos ilícitos de clientes, que queiram camuflar suas transações, a partir de serviços eletrônicos e, por isso, a importância destas atualizações. Além disso, os cadastros têm importância estratégica para a área comercial quando utilizados para buscar um perfil consumidor do cliente.

 

Qualidade no atendimento alinhada com as normas da CVM 505

Sem dúvida, para os clientes, o fato da ligação ser obrigatoriamente gravada torna a transação mais segura. Mas outros aspectos devem ser contemplados no atendimento para aumentar a sua qualidade, e devem estar alinhados com as regulamentações do setor, com as metas da empresa e também às normas da CVM 505, conforme descrito no Capítulo VIII – Normas de Conduta.

Art. 30. - "O intermediário deve exercer suas atividades com boa fé, diligência e lealdade em relação a seus clientes".

Art.33. - "O intermediário deve divulgar, em sua página na rede mundial de computadores, antes do início de suas operações, as regras internas elaboradas para o cumprimento desta Seção e suas alterações".

O call center deve cumprir com todas as normas e ao mesmo tempo acompanhar suas métricas, criando estratégias para atingir suas metas e garantindo um bom desempenho. O que para muitos parece complicado, para os bons gestores, isso é apenas mais um desafio estratégico.

Divulgar as condições minuciosas dos serviços no site da empresa também é uma garantia para os operadores de que eles estão cumprindo algo que o cliente já saiba ou pode ter acesso — este tipo de ação dá mais segurança durante o atendimento que muitas vezes pode ser estressante.

 

Manutenção dos arquivos das ordens transmitidas

Este é outro ponto de atenção para os call centers, por nem sempre ser atividade-fim da empresa. A CVM 505 obriga que os arquivos sejam mantidos por um prazo mínimo de 5 anos, contados do momento da solicitação do cliente. Buscar um prestador de serviço que ofereça essa manutenção por tempo superior é de fundamental importância, tanto para possíveis fiscalizações como também para dar segurança à empresa sobre possíveis contestações de clientes.

É óbvio que a CVM 505 resguarda clientes e empresa nas transações financeiras, e isso de certa forma torna o contato mais agradável e passível de focar na retenção e satisfação dos clientes.

Já conhecia os procedimentos e normas da Instrução CVM 505? Compartilhe estas informações nas redes sociais da sua empresa!

O gravador telefônico da Vox Soluções atende hoje as maiores corretoras do país e é aderente a CVM 505. Conheça mais aqui!

 

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