The countdown to the implementation of Spain’s Customer Service Act (Ley SAC) has raised significant concerns, with 72% of executive leadership teams in Spain acknowledging that their companies will not be fully compliant with the regulation by the deadline. With less than six months remaining before enforcement begins, the lack of preparedness is widespread.
According to a study conducted by Inconcert, a global technology company specializing in the intelligent optimization of business processes through AI, half of large corporations are operating without a clear understanding of the real impact this legal change will have on their costs and day-to-day operations.
The biggest bottlenecks facing Spanish businesses
To understand the extent of this lack of preparedness, Inconcert’s study reveals that time management is currently the primary bottleneck.
67% of Spanish companies openly acknowledge that they fail to answer customer calls within the required three-minute timeframe. The situation becomes even more concerning considering that 23% of organizations lack the tools needed to reliably measure these response times, leaving them in a highly vulnerable position under the new law.
Beyond response times, the rigidity of existing systems emerges as the second major challenge. In 42.7% of automated channels, customers cannot seamlessly reach a human agent because the systems lack the technical capability to transfer conversations. Adding to this operational gap is linguistic complexity: only 29.3% of organizations are fully prepared to provide service in all co-official languages across 100% of their customer service channels.
As a result of inadequate measurement capabilities and limited operational flexibility, fragmented information significantly increases the risk of penalties during future audits and inspections. The absence of a true omnichannel strategy further exacerbates the problem, as many companies continue to manage customer service channels independently, with scattered data and incomplete interaction traceability.
In fact, 40% of companies admit that their data remains distributed across silos, while 17% would struggle to conclusively demonstrate compliance with required service levels.
This misalignment is expected to have a direct business impact: 41.5% of executives anticipate an increase in operating costs, and nearly 15% estimate customer service cost increases exceeding 15%.
Key strategies for navigating the Customer Service Act
To help organizations address these challenges and meet looming deadlines, Inconcert has developed a strategic guide designed to facilitate compliance.
The first key recommendation is to move beyond basic automation and adopt AI agents capable of managing complete end-to-end processes, freeing human agents from repetitive and low-value tasks. These AI agents can handle everything from answering frequently asked questions and managing customer service incidents to supporting sales processes and collections activities.
AI agent solutions provide immediate assistance and 24/7 availability, complementing the work of traditional contact centers. When both models operate in coordination, where virtual agents resolve frontline inquiries and seamlessly transfer more complex cases to human representatives, companies can dramatically reduce response times, in some cases by more than 50%.
In addition to improving response times, technology must provide the flexibility required by the legislation in terms of multilingual customer service. In this regard, organizations are encouraged to deploy AI agents capable of operating autonomously across multiple languages and regional variations, understanding the context of each interaction and enabling immediate escalation to human agents whenever necessary.
As the final pillar of its guide, Inconcert highlights the importance of maintaining a unified view of customer service operations to successfully respond to future audits and regulatory reviews. The company addresses this need through its own customer experience ecosystem, designed to integrate information from all customer service channels and systems.
By consolidating data across channels and platforms, organizations can access more reliable performance metrics, accelerate issue identification, and more easily demonstrate compliance with the service levels required by the new regulation.