The contact center industry (formerly called call centers) in it Peru It moves around $550 million each year and generates more than 70,000 jobs, mainly for young people in their first job and women. It is an industry in constant growth and concerned about the generation of formal employment.
“This Bill aimed at prohibiting calls, spam, not only totally harms the industry, but also the consumer will lose their rights to freedom of information. Last year [por gestión de los asesores de centros de contacto]five million Peruvians have been able to access the portability of their cellular numbers, which shows that, thanks to our work, the consumer can access better offers, services and benefits from telecommunications brands as well as financial, insurance, among others” comments Guy Fort, president of the Peruvian Customer Experience Association – Apexo.
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In Peru, until 2018, there was a “Thank you, do not insist” Registry that allowed the user to sign up for a list so as not to receive unauthorized telemarketing calls. Just as in many countries in the region and Europe there are lists such as Robinson’s in Spain or in Chile, in which the same telemarketer, at the request of the consumer through a recording, can enroll him in this list to prevent him from receiving calls, In our country, this type of mechanism could also be established to promote freedom of information with regulation, without the need to reach a ban.
“We agree with the regulation, we promote the existence of clear rules for the benefit of consumers, but we cannot accept the prohibition of calls, text messages to cell phones or massive electronic messages to promote their products and services. There are 20,000 jobs that are going to be lost immediately if the law is approved,” he added. Fort.
The Association of Contact Centers and Customer Experience (Apexo) together with other entities have issued their opinion on this Amendment to the law, however, they have not been taken into account in any of their observations such as:
- Re-establish the “Thank You Do Not Insist” registry, with a friendly registration procedure; and, to do the due publicity so that the citizens can be informed.
- Establish hours to make calls from Monday to Friday from 7:00 a.m. to 8:00 p.m.
- Demand mandatory registration and visibility of authorized telephone numbers through which contact is made, so that the user has full freedom to answer the call or not. Even regulate so that the name of the company that calls appears.
- Eliminate the use of robot calls for the peace of mind of users, among others.
The Chamber of Commerce of Lima, for its part, expressed that this legislative proposal will disproportionately affect the freedom of organization of companies, in relation to their promotional and advertising activities. By pretending that it is the consumer, who takes the initiative of contact to give their consent and provide their data to receive information about the products or services, not only restricts the own performance, development and development of any company in the market, but also does not know the dynamics of the market, which is currently defined by a high degree of communications using the various technologies available.
It should be noted that Apexo brings together 27 companies in the sector, which represent 80% of the contact center industry in terms of number of people and billing amount. This item provides formal job opportunities for more than 70,000 people, of which approximately 70% are young students, for whom it means their first work experience, which trains and qualifies them for future jobs.
“Our country urgently needs economic reactivation, with this legislative proposal the exercise of telesales by call centers is totally prohibited, limits access to information and with it the loss of opportunities for thousands of Peruvians who can access better offers and benefits of the industry, in addition to affecting the right to free enterprise, framed within the law. We cannot allow our rights to be violated. Yes to the regulation NO to the prohibition”, the Apexo President ends.
