Which rules apply to SAC run by a contact center?
A contact center or BPO that runs SAC for a regulated client follows the rules of that client’s industry. Decree No. 11,034/2022 (Decreto nº 11.034/2022) applies to providers of services regulated by the federal Executive Branch, and each regulator applies it to its own industry. A single contact-center site can therefore be meeting different rules in each operation.
For a telecommunications operation, the rule is Anatel’s RGC, Anatel Resolution No. 765/2023 (Resolução nº 765/2023), in force since September 1, 2025. Art. 15 requires free phone service that takes calls from landlines and mobile phones, available 24 hours a day, 7 days a week, with a live agent 24 hours a day for urgent requests and from 6 a.m. to 10 p.m. for everything else. Art. 18 requires automated cancellation, complaints and a live agent in the first menu.
For other operations, the general minimums are in Decree No. 11,034/2022 (arts. 3, 4 and 5) and the detail is in the client’s regulator’s rule. The guide SAC Decree and RGC: how to prove the 0800 was up explains each article.
What figures does the RGC Operating Manual set?
Anatel’s RGC Operating Manual (Manual Operacional do RGC) sets the operating deadlines for telecom providers’ phone service, such as the time to reach an agent. The figures below come from version 1, dated August 2024. A later consolidated version exists; confirm each figure there before using it in a contract.
| Manual item (version 1, to be confirmed) | What it says |
|---|---|
| 2.9.1 | Up to 60 seconds to reach an agent, counted from entering the queue after choosing that option |
| 2.9.2 | Up to 60 seconds to transfer to the responsible department |
| 2.9.3 | Met in 90% of cases, measured monthly |
| 2.7.1 | Call back a dropped call within 180 seconds, in at least 95% of cases |
| 2.6 | Recordings kept for at least 90 days |
Source: RGC Operating Manual, version 1, published by Anatel. These items deal with the queue and live-agent service, which Monitor does not measure; what it measures is whether the number went through and whether the right IVR answered.
What does an 0800 outage mean in an outsourced operation?
An 0800 outage in an outsourced operation means the client’s consumers cannot reach the operation, and the contact center may be the last to know. With an empty queue, the floor looks calm; the complaint shows up later, at the client, who asks why nobody answered.
In an operation with many clients, each has its own numbers, its own IVRs and its own routes. An IVR swapped during a migration, a carrier route that stopped working, or a number that started playing the does-not-exist message affects one client and not the others. Without an outside test, number by number, the failure only surfaces when someone complains.
How does Monitor check every number in the operation?
Monitor places a real test call to each number in the operation at the agreed pace, including overnight and on weekends. Each call checks that the number went through and that the IVR answered with the reference greeting recorded during setup. It dials numbers; it does not integrate with the contact-center platform.
A failed call is retried before any alert, and only consecutive failures open an incident, with the SIP code and Q.850 cause of each call, such as a SIP 503. That is the record to take to the carrier when the failure is in the route. See 0800 and IVR monitoring.
How does the SLA report show availability for each client?
The SLA report shows the availability of each number for the month and for the last 12 months, with every incident and the downtime. Each number sits in the part of the company it belongs to, and a manager can receive just the report for their part, which lets you separate each client’s operation.
The report also shows availability by circuit and by carrier. A period when 2N5 could not test because of a problem on 2N5’s side is left out of the calculation and shown separately. See SLA reports and the guide Telephony SLA: yearly and monthly calculation.
Frequently asked questions
Do the SAC decree's rules apply to a BPO?
The decree applies to providers of services regulated by the federal Executive Branch, and each regulator applies it to its own industry. When a contact center runs SAC for a regulated client, the service has to meet the rules of that client's industry. The contract between the two and each party's legal counsel define who is responsible for what.
Does Monitor integrate with the contact center's platform?
No. Monitor calls numbers the way a consumer does, from the 2N5 platform. That is why it works with any PBX or contact-center platform and with any carrier, with no integration and nothing installed in the operation.
Can numbers and reports be split by client of the operation?
Yes. Each number is registered under the place it belongs to, whether a company, an office or a department, and each manager sees only their own part. The report goes by email to the people chosen, each in their own language, and a manager can receive just the report for their part.
Does Monitor measure queue wait time?
No. The test call checks that the number went through and that the right IVR answered, listens to the greeting and hangs up. The time to reach an agent, which Anatel's RGC Operating Manual covers, has to be measured by the contact-center platform itself.