Social Area to maintain all phone and email customer service lines

In an attempt to respond to questions or concerns from members, supporters club members and fans, the FC Barcelona Social Area department will maintain its telephone and email services during the coronavirus crisis. This means that they can be contacted by phone on +34 900 189900 or +34 934963600, or emailed at: oab@fcbarcelona.cat (members), oae@fcbarcelona.cat (specalised attention) and penyes@fcbarcelona.cat.

The club website will also give all information and news about the club during the pandemic, and the member service area will keep open theT’Escoltem section for fans to leave comments and suggestions.
 
With the aim of preserving and protecting health and the functioning of the healthcare system, FC Barcelona decided to close all facilities to the public last week. The Social Area also stopped the 'in-person' services usually provided at the Barcelonista Customer Service Offfice (OAB), Specialised Attention Office (OAE) and Supporters Group Attention Office.

Despite this, the club considers it a priority to maintain the provision of a service by telephone and email, to resolve questions and doubts related to the situation and its effects on different aspects of FC Barcelona.
 
The club use this service to inform members and fans of the measures taken, such as the closure of facilities, suspension of competition or postponement of the scheduled activities for members, such as the presentation of badges or different events with young fans.
 
Through these telephone and email services, and bearing in mind that Barça have many elderly fans, the club will be able to make clear information and advice given by healthcare authorities to the entire population. Since the crisis began, FC Barcelona have made themselves available to spread information and guidlines given by healthcare authorities.

More emails than phonecalls

The services provided thus far via home-working have been working perfectly. Members, supporters groups and fans have all experienced the same high level of response as if they were at the club in person.

This is possible thanks to FC Barcelona, following the 2015-2021 Strategic Plan, making a conscious commitment to accelerating the club's digital transformation, providing the solutions and digital tools necessary to become a leader in this regard in the sports industry.

These channels of communication have a high use rate over the course of the season, and normally receive around 25,000 calls and 6,000 emails per month.
 
The amount of phone calls has been reduced by half, but the number of emails has soubled -with a response normally being made the same day. Around 200 phone calls are answered per day, and 500 emails. Around 60% of consultations received are related to the coronavirus and its effect on the club.