חוק "מענה תוך שש דקות" אושר היום בכנסת

אושר סופית: חוק "6 דקות" של ח"כ איתן כבל (המחנה הציוני), שיחייב חברות לתת מענה אנושי תוך 6 דקות

צוות האתר
16:31
17/07/2018

חוק "6 דקות זוז" שאושר היום בקריאה שנייה ושלישית ייכנס לתוקף בעוד 9 חודשים, לפי החוק: לא רק חברות תקשורת, אלא גם חברות ביטוח ובנקים יחויבו לתת מענה למתקשרים אליהם תוך 6 דקות.

על פי החוק, כל הגופים יחויבו לספק שירות טלפוני ויאפשרו ללקוח מעבר למענה אנושי מיד לאחר בחירת השפה והאזור הגיאוגרפי. לפי החוק של כבל, עסקים המפעילים מוקד שירות טלפוני חייבים לתת תוך 6 דקות לצרכנים אפשרות מעבר למענה אנושי מקצועי כבר בתפריט הראשון של השיחה. זמן ההמתנה בפניות של טיפול בתקלות, בירורים בחשבון וסיום התקשרות לא יעלה על 6 דקות. עוד נקבע כי ההצעה תחול גם על הבנקים וחברות הביטוח.

לפי ניסוח החוק, מספק שירות טלפוני הכולל מערכת אוטומטית לניתוב שיחות, ייתן מענה אנושי מקצועי לצרכן בתוך שש דקות מתחילת השיחה, ב-3 סוגי שירותים לפחות: טיפול בתקלה, בירור חשבון וסיום התקשרות. נותן השירות יהיה מחויב לתת מענה אנושי לאחר האפשרות, אם קיימת, לבחור את השפה ואת האזור הגאוגרפי שבהם יינתן השירות הטלפוני. בנוסף, הצרכן לא יופנה לשירות השארת הודעה, אלא אם כן בחר בכך. כמו כן, מוצע להרחיב את ההוראה כאמור, כך שהיא תחול גם על תאגידים בנקאיים, מבטחים, חברות מנהלות קופות גמל ובעלי רישיון הנפקה.

אנו מכבדים זכויות יוצרים ועושים מאמץ לאתר את בעלי הזכויות בצילומים המגיעים לידינו. אם זיהיתים בפרסומינו צילום שיש לכם זכויות בו, אתם רשאים לפנות אלינו ולבקש לחדול מהשימוש באמצעות כתובת המייל: ashdodonline1@gmail.com

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צוות האתר
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מאיר אוליאל
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