Contato: (11) 3130-4200

Checklist da Lei do SAC: um guia com tudo que você precisa saber

Se é Lei, deve ser cumprida. Ainda que esta afirmação esteja correta, muitas empresas dedicam-se a aperfeiçoar seus Serviços de Atendimento ao Cliente exclusivamente por entenderem que este setor é primordial para a relação com o cliente e que estar dentro dos requisitos da Lei do SAC é quase uma consequência deste pensamento.

Se a operação do SAC de sua empresa sempre esteve à frente da Lei do SAC ou se existe a necessidade de analisar com frequência o cumprimento das obrigatoriedades previstas na Lei, a maneira mais efetiva de realizar esta verificação é com o auxílio de um checklist personalizado.

Para ajudá-lo na elaboração do checklist para sua empresa e ainda ressaltar quais itens ainda encontram dificuldades para serem cumpridos, preparamos este post especial sobre o Decreto nº6.523. Acompanhe!

 

Exigências estruturais da Lei do SAC

O serviço do SAC deve ser gratuito

De acordo com o Decreto nº6.523, o Serviço de Atendimento ao Cliente é aquele destinado a "resolver as demandas dos consumidores sobre informação, dúvida, reclamação, suspensão ou cancelamento de contratos e de serviços."

Sendo assim, a ligação para vendas pode continuar tarifada, mas os serviços de SAC devem ser gratuitos.

Atendimento 24 horas por 7 dias na semana

​Esta é uma das obrigatoriedades que algumas empresas não cumprem integralmente por erro na interpretação da Lei do SAC. O SAC deve estar disponível ao cliente enquanto houver possibilidade de contratação, ou seja, se a empresa disponibilizar um e-commerce, seu serviço deverá ser 24 horas por dia nos sete dias da semana, pois existe a possibilidade de contratação do serviço a qualquer momento.

Todas as chamadas devem ser gravadas e arquivadas

​As ligações devem ser gravadas e mantidas por até dois anos após a solução da demanda. Neste caso, se a solução for no mesmo dia da ligação, o período de armazenamento deve começar a contar a partir deste mesmo dia.

SAC para Deficientes auditivos e de fala

​É necessário disponibilizar um serviço exclusivo para os deficientes auditivos e de fala.

Sistema com histórico do cliente

​As empresas deverão usar um sistema de gerenciamento de clientes que tenha o histórico das demandas e compras do cliente. E além de garantir o sigilo destas informações, a empresa também deverá utilizá-las para que o atendente não solicite ao cliente a repetição de dados e suas demandas.

Exigências qualitativas do atendimento pela Lei do SAC

Protocolo no início da ligação

​O número de protocolo poderá ser informado no início da ligação ou enviado por mensagem, de acordo com a solicitação do cliente.

Ligação deverá ser atendida em 60 segundos

​Alguns setores têm variação deste prazo conforme o dia e demandas específicas, como o caso das companhias de luz. Mas, no geral, todas devem atender o cliente em até 60 segundos.

Opções do menu inicial e intermediários

​No primeiro menu da URA, devem ser disponibilizadas as opções de cancelamento, reclamação e falar com um atendente. Nos menus intermediários, a opção de falar com o atendente deve ser mantida.

Não deve haver restrições para falar com o atendente

​Este é um outro ponto que gera dúvidas, pois a URA não pode condicionar o atendimento inicial do cliente por um atendente à digitação ou informe de dados.

O cancelamento deverá ser feito imediatamente após o pedido do cliente

​O cancelamento do produto ou serviço deve ser feito por qualquer um dos atendentes do SAC, independentemente do canal de compra. E para efeitos de prazo, o cancelamento é contado a partir da data do processamento.

Solução ou resposta em até 5 dias

​A empresa deverá responder o cliente em até 5 dias úteis com informações sobre como será resolvido seu problema.

Cobrança indevida deverá ser suspensa

​Quando houver reclamação de cobrança indevida, ela deverá ser suspensa imediatamente, salvo nos casos em que ficar comprovado a livre contratação do cliente.

A Lei do SAC ainda obriga que o número do SAC seja disponibilizado de forma evidente nos sites das empresas, propagandas e comunicados, facilitando o acesso do cliente ao canal. Exige algumas adaptações estruturais, mas também resguarda seus direitos e principalmente, agrada os clientes. Qual o maior desafio da implementação da Lei do SAC? Comente a sua opinião!

 

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