Learn about Law 2300 or “stop scrubbing” and how to turn it into strength for your service.
We are at a key moment to understand that consumer behavior has changed and that is why the way in which companies arrive must also adapt and laws evolve in order to adhere to and establish that better relationship and generation of experience that we have been talking about so much.
What should we consider as a company?
1. Tell us about Act 2300:
Law 2300 of 2023, known as “stop scrubbing”, regulates the channels, schedules and the frequency in which companies, banking and/or collection institutions contact users.
Customers can choose the channels through which they prefer to be contacted, always considering that the channel chosen for collection issues guarantees two-way communication with the person who manages the collection.
The times established in the standard for calling or sending information are Monday to Friday from 7 in the morning to 7 at night and on Saturdays from 8 in the morning to 3 in the afternoon. They will not be hired on Sundays or holidays.
2. Understand that these changes are part of understanding that today's consumer is not the same as yesterday.
For this reason, it is important to review what we have today as a company:
* Through which channels do we communicate with your customers today, What channels do we have enabled and which ones do we need to give consumers those options to choose from that allow them a personalized and respectful experience that meets their needs.
* Be more assertive with our contactability, Sometimes less is more, and although contact times are reduced, being able to be assertive becomes our strength, which is why now more than ever it is key for financial companies to keep statistics that allow them to make smarter decisions for their employees and customers.
This is when technology becomes key to our business, let's make the best use of tools to measure our efforts and make the most of these contact times where the same consumer will be more receptive to feeling less attacked.
*Let's create lasting and stable relationships with our customers, ensure the security of our customers' information is increasingly a must for companies, especially when it comes to financial companies.
3. Give your team the tools they need to communicate,
Give your collaborator the possibility of having their tools centralized to obtain greater performance and get more out of the available time without wasting time on manual processes or with tools that are completely disconnected from each other.
Finally, this law is actually part of supporting a consumer who increasingly wants to obtain better experiences based on respect and being timely to communicate. At Celeru, we base our philosophy on the search for closer processes, where technology becomes a catalyst for better experiences and therefore better results.
If you have questions about how to best respond to this law and your consumers, contact us at www.celeru.co