An often impossible mission, or at least very complex: being able to speak to a call center operator about a service you are using. We are therefore talking about a subscription to a telephone company for example, an internet line, a pay TV.
It was said that it is a complex undertaking as it is never easy or immediate to be able to get to the bottom of the problem, resolve the issue for which you are calling and speak directly with an operator.
Over the years, there have also been several laws on the subject: for example, since 2017 a rule has come into force (present in the Budget Law) that establishes new limits specifically for call centers. Various sanctions are indicated for call centers that do not respect the rules, which for example require customers to speak with an Italian operator.
This is because, often and willingly, large companies relocated the service by sending it abroad and therefore forcing the customer to speak with a non-Italian speaking operator. Customers can now request to be sent to an Italian speaking operator, in the event that the operator answers from abroad.
A concrete example
A concrete example of a call center and customer service is that of Tim, the national landline and mobile telephone service. For speak to a Tim operator First of all, you need to select the number that best suits your needs: for assistance with landlines or home internet, for example, the reference is 187, while for mobile telephony you need to call 119. The numbers (both) are active all week from 7 am to 22 pm.
Speaking of costs related to the call center service, the number 187 is always free while 119 has a cost only for those calling from another operator other than Tim. These are the policies of the national telephone operator, which broadly follow those of the other players.
Register of communication operators
Another new law that came into force in 2017 is the one regarding the obligation to register with the Register of Communication Operators for all call centers. This register is kept at the Communications Authority and this authority, an aspect that not everyone knows, must be provided with all the useful numbers for citizens who need to speak to an operator.
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