Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide General Customer Care

Internet Banking (EFT)

Customers can set up a recurring internet payment via their personal bank account. The
customer must ensure that the DStv customer number reflects in the correct reference field.

Payments can take a minimum of 15 minutes up to 72-hours to reflect on Clarity

To reduce the number of unallocated payments, MultiChoice has a simple process for our
customers to follow to add MultiChoice as a beneficiary when making their payments via internet
banking.
MultiChoice is an APPROVED beneficiary with most of the large banks, namely:

The customer will only need to add MultiChoice as a beneficiary once. Thereafter, each month
the customer can pay using the same beneficiary.

DStv Service Centres & Agencies

Payments can also be made directly at the following DStv Service Centres:

✓ Randburg
✓ Umhlanga Rocks
✓ Durban Central
✓ Cape Town
✓ Centurion

Customers can also visit their local DStv Agency to make payments. Refer the 101
customer to DStv.com for the address of the nearest DStv Agency. Inform 2018/10/26
customers that DStv Agencies do not accept cash payments.

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MultiChoice does not accept subscription payments via International Credit Cards due to
security reasons. Inform customers to use alternative methods of payment e.g. debit
order, SA Banks’ credit cards etc.

Customers can also make use of the kiosk located within the DStv Service Centres or Agencies
for payments. The kiosk does not accept Amex and Diners credit cards for payments.

Direct Deposit

Customers can make a direct deposit at any ABSA branch or ATM. If the customer is using an
ABSA ATM, they select MultiChoice as the pre-approved beneficiary. This payment is allocated to
their account immediately if the correct reference number was used.

The customer will be able to get the MultiChoice bank account details at the teller.
If the customer number is less than 8 digits, they need to add zeros before the number to bring it
to 8 digits e.g. customer number 6254633 should be captured as 06254633.

ATM

When paying at an ATM, the customer must make sure that
they create MultiChoice as a beneficiary on their bank
account. They must use their 8-digit MultiChoice customer
number as the payment / beneficiary reference.

USSD

Customers, who bank with FNB, Nedbank, or Standard Bank can pay their subscription and top up
their BoxOffice account from their cellphone:

➢ FNB customers dial *120*321#
➢ Nedbank customers dial *120*001#
➢ Standard Bank customers dial *120*2345#

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The customer can retrieve the amount due for payment by sending their Smartcard number via
SMS to 31401 or dial *120*68584# and follow the prompts. Minimum payment is R20.

Quick Response Code

A Quick Response (QR) code is a barcode-like-image on
customers’ statements that takes them automatically to a
secure and immediate payment mechanism.
Customers scan it with their mobile phone to make an instant
payment, where they will go through a verification screen
before getting access to the online payment platform.

Credit Cards

Customers can make credit card payments online on Self Service at DStv Service Centre and DStv
Agencies. They can also set up a credit card debit order payment or a one-off credit card
payment. They need to use their 8-digit DStv customer number as the payment/beneficiary
reference

✓ You are not able to set up debit order payment for a credit card
paying customer on Clarity

✓ Customers who has set up a recurring monthly debit order payment are
now required to convert to debit order payment option via credit card

Retailers

Customers can make cash or card payments at the following pay points:

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When paying at Retailers, customers must use the prefix number followed by their customer
number. These payments will reflect real time on the customer’s account.

Prefix numbers for the different payments
• GOtv – 11472
• BoxOffice – 11377
• DStv – 11374

Example: If the DStv customer number is 12345678, then the reference number for DStv
subscription payments will be 1137412345678 and 1137712345678 for BoxOffice
payments.

Other vendor payment solutions that can be found at local stores and / or informal traders
include:

✓ A2Pay
✓ R&A Cellular
✓ EasyPay
✓ VPS
✓ Kazang & Flash

Minimum payment at retailers (CASH /CR / DB Cards) is R20.

Debit Order Request Process & Work Instructions

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Access the account using the ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party calling Full CPA to be done as well as
their name and relation to the account holder.

Find out which bank the customer uses. We can only load the 5-major banks without any
supporting documentation required. If they use any other bank, inform the customer they need
to email their ID copy and proof of banking to [email protected] . The details will be
updated within 48 hours by the debit order team.
Click on Manage Account and then Edit Payment Details

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Then click on Debit Oder under the title Method of Payment

Then click on Edit and select Customer is the account holder (The name and Surname, ID
number, Phone number and Email address will auto populate). Select the bank they use, Account
type (savings or current). The branch name will auto populate. Capture the account number.
Please confirm the details captured (Bank, account number and account type) with the customer
before submitting

Click on Submit. The system will now verify the banking details (AVH compliance)

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If the system gives an error, supporting documents (ID copy and proof of banking) will be
required.

If the details pass verification, you click on Save Details and then OK

Advise on the amount to be debited and when it will be debited. Punt self-service and offer other
products / services e.g. Price lock, DI.

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At the end of the call, leave a detailed interaction. Click on Create Case or Interaction (under
Manage Customer) and use the drop downs to select the relevant option. Type a detailed note.

3rd Party Debit Order Request

Normal 3rd Party
Advise the customer that they need to send supporting documents:

1. ID copy
2. Proof of banking
3. 3rd Party Authority to Debit form*available on our website www.dstv.com or any walk-in

centre*)
to [email protected]. The details will be updated within 48 hours by the debit order
team.

Legal Entity (Trust fund, Business Account etc.)
Advise the customer that they need to send the below supporting documents to
[email protected].

1. A letter on an original corporate letterhead authorizing payment via the company on
behalf of the person concerned, including the company's banking details. The letter must
be signed by an appropriate representative of the company, and must include the name,
position and contact details of the person signing the letter. The person signing the letter
cannot be the person on whose behalf the account is being paid.

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction (under
Manage Customer) and use the drop downs to select the relevant option. Type a detailed note.

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Debit Order Cancellation Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

Find out why the customer wants to change the method of payment. If it is a complaint, offer to
resolve the matter and restore faith with the customer. If you can resolve the complaint leave a
detailed interaction. Click on Create Case or Interaction under Manage Customer and use the
drop downs to select the relevant option. Type a detailed note.

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If the customer insists on changing the method of payment to cash and it is due to a complaint,
still attempt to fix the problem or escalate to your Team Leader for assistance. Then proceed to
change the method of payment to cash.
Go to Manage Account and Select Edit Payment Details

Then click on Cash under the title Method of Payment and click on Save Details

The system will prompt for confirmation, click on YES

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A confirmation pop-up will appear confirming that the method of payment has been changed to
cash. Click OK

Advise the customer of our pay points, give them their customer number, advice on their
monthly subscription and IP date.
Log a Debit Order Retention Lead on I-Connect SA using the following link:
http://iconnectsa/CustomerCare/Pages/Home.aspx

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Request For Ad-Hoc Payment Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account
holder.

Before you process the Ad-Hoc debit order:
Confirm with the customer if they are requesting an ad-hoc payment to settle the overdue
balance, reconnection of services (if disconnected), subscription for their current viewing cycle (if

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they have not yet paid) or for the quote pending for the next billing cycle as well as which account
requires an Ad Hoc Payment e.g. Holiday Home, Box Office, Residential or All.

Cash Method Of Payment:
Inform the customer that we need their banking details as they are required for AHV compliance
and for us to then run the once off debit order. Details provided can be placed on a sticky note or
notepad and confirmed with the customer (to avoid asking the customer for the details again for
any reason).
If the customer wants to reconnect services, first reconnect selecting the Payment Already
Received option then run the ad-hoc payment.

Click on Amount to Pay on the top right-hand side of the screen.

Unselect the Financial Accounts that should not be included in the ad-hoc payment

Inform the customer of the amount to be debited and confirm if they would still like to proceed.
If yes, then proceed.

Click on Pay via Ad-Hoc Debit Order and Click Pay Now. The system will then prompt for
confirmation. Click on OK

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If the method of payment is cash or the banking details were not previously captured. Please
capture the details using the drop-down options and submit for AHV compliance verification.

Select the preferred date to run the ad-hoc debit order using the calendar titled Scheduled Ad-
Hoc Date.

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After the details are captured and have passed the verification or if the method of payment is
debit order, click Process Debit Order.
NB. If the ad-hoc payment is loaded before 3PM on a working day ad-hoc payment will run
immediately.
If after 3PM or on a non-working day, inform customer that the payment is scheduled for the next
working day.

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Unallocated Payments Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

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Agent needs to probe and ask the customer when they made the payment, how much they paid,
how the payment was made (which pay-point e.g. eft, cash or at a retail store, credit card on the
website, etc.) and what reference the customer used to make the payment. All this information is
important to identify the problem and resolve.
Go to Manage Account and click on View Financial Transaction

If the customer has more than one financial account (Residential, Box Office, Payment Plan,
Holiday home) check the residential first and if you don't see the payment in question, check the
others. Select the financial account using the drop-down titled Account Number

Read the financial transactions and check if that payment reflects. If the customer has used the
incorrect customer reference number, search for the customer account (like you would do when
pulling up an account) and check the financial transactions in that customer account.

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If the payment is reflecting in the correct customer account, check if we have not overbilled the
customer (following the Amount Owing process and reconcile the account) or if the customer has
not perhaps short paid the account.

If the payment is misallocated / unallocated request proof of payment from the customer. Please
advise the customer to use their ID or customer number on the subject line to trace the
document easily. This can be sent via email to your Team Leader for real time assistance. When
the proof of payment is received, go back to the customer’s account and upload the proof of
payment, try to allocate the payment and then reconnect services.
If you can’t find the payment then escalate to your Team Leader to forward an escalation to
[email protected] (this is an internal escalation email address which cannot be
utilized by the customer) so that the payment can be traced and allocated. Reconnect the
service/s as soon as you receive the proof of payment.

How To Upload Documents:
Download and save the document on your PC. Then go to Manage Customer, click Customer
Documents.

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Click on Add Documents. Open the file with the document. Double click on the document. The
system will upload the document to the account.

Select the relevant document type. In this instance select Proof of Payment

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You can also select the decoder the payment was meant for under Serial Number. This is
optional. The status of the document is QUEUED at this point

Click on Upload Documents to save the document on the customer’s account. Wait as it will first
upload and the save

Once the document is saved onto the account, the status will change to DONE

How to view the saved documented or previously uploaded documents:

Go to Manage Customer and click on Print Documents. The list of saved documents will
populate. Click on View to see what document it is

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How to allocate a payment after receiving the POP:
Go to Manage Payments and Transactions. Click on Allocate Payments.

Capture the payment details as per the proof of payment received and uploaded.

Payment from date: Capture the date the payment was made

Payment to date: Capture the 3rd day after the payment was made as payments can reflect

later than the date they were made. Doing this gives you a better

opportunity to allocate the payment. You cannot put more than 3 days

Amount: Capture the exact amount paid

Payment reference: Put BI_ then the reference quoted from the proof of payment. All the

payments on our system have BI_ as a prefix. The customer doesn’t

include this when making a payment. You can also search with this option

blank.

Type of payments: Select either Unallocated: The customer used an invalid reference

number e.g. ID no, Name/Surname, smartcard number, our bank account

number etc.

Or Allocated: The customer paid into the incorrect customer account e.g.

ex-husband’s account. The reference used exists as a customer number

on Clarity.

Records per page: Either 20, 50 or 100.

Now click on Search for Payment

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A List of Payments will come up. Check for the payment reference the customer used. Once you
have found the payment click Allocate. In this example the customer used her smartcard number
(10345284524) instead of the customer reference number (10433977) as per the proof of
payment.

After clicking Allocate scroll down. An allocation screen will come up. Preferably use the
Customer Number radio button and capture the customer reference number and click on Search

A Customer Information screen will pop-up for you to confirm that you are allocating the
payment to the correct customer. Click on X on the top right-hand corner. If you have entered the
incorrect reference number, recapture it and search again. If not, proceed to the next step

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➢ Select either Mis-allocated payment correction – received POP from correct customer:
The incorrect reference was used e.g. customer paid via EFT using their ID number as the
reference (ID no can only be used at a retail store) OR

➢ Un-allocated transfer – received POP or found correct customer: The customer used the
correct payment reference, but the payment was not allocated into their account by the
system.

Capture a detailed comment and then click on Request payment transfer. A journal will be
created, and approval thereof is within 24 hours by The Journals team.

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Change Charge Period

Scenario: Change customer from Monthly to Annual

1. Go to Manage Viewing
2. Select View next to the subscription which the customer wants to change the charge period

for
3. Scroll down to Charge Period and select Annually from the drop down

4. Click on Change Charge Period to create a quote

Note that if the customer is in mid-billing period and changing to annual, the year of billing will
only start on the customer’s next payment day.

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Change Of Payment (IP) Date Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account
holder. Full CPA still to be done.

Go to Manage Viewing to check the service linked to the decoder (identify the customer’s
monthly subscription and the Agreement Charge Period)

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Advise the customer that they can change the payment date at any time however it will affect
their current billing cycle. They may pay less for the current month or must pay a pro-rated
amount within 24 hours.

Click on Manage Account, click on Edit Payment Details and then select the date the customer
prefers on the drop down titled Payment Day then click on Save

If you are sure that you want to action the changes, click on YES

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After changing the payment date, the system will not immediately update the quote (amount
due). You need to regenerate the quote. Follow the steps below.

Now click on OK then go click on Quotes sill under Manage Account

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Click on View on the pending Quote and then Regenerate Quote

Click on Yes to confirm and then OK 128
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Now Click on Amount to Pay. Advise the customer of the updated balance (break down the
quote) and when it is payable.

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Offer debit order and punt Self-Service.
At the end of the call, leave a detailed interaction. Click on Create Case or Interaction (under
Manage Customer) and use the drop downs to select the relevant option. Type a detailed note.

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Module 4
Manage Account

Topics

 Statements
 Journals
 Upgrade & Downgrade
 Reconnect & Disconnect
 Change Of Ownership
 Cancellation
 Clearing Errors

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Statements

The system generates statements in the “back-end” for each payment received from the
customer and is issued on customer request.

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Statement Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.
Please make sure we have the correct email address as the statement will be sent to the mail
address loaded on the account.

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Service Agent to go to Manage Account and select Statements

Confirm with the customer which month they require a statement for and the email address the
customer wants the statement to be sent to.

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There are 3 options to send statements to a customer:

1. Under View Statements – This option allows you to select the email button next to the
statement that you would like to have sent from the list of statements auto generated on
Clarity.

Once the statement has been sent to the customer, you will get the below confirmation pop-up.
Click on OK to proceed

2. Under View Transaction History – This option is for statements with a duration of longer
than a month which is not included in the View Statements list. It can also be used to
create a statement for a specific Financial Account such as Residential, Payment Plan and
Box Office accounts or all Financial Accounts. To create the statement under Transaction
History, select the date from and date to using the calendar option. Select the Financial
account as shown below. There is also an option to select both the charge and / or
payments done on the account. Once all the selections have been made, click on
Generate Transaction History

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The system will then create that statement and give the confirmation pop up below

Once the statement has been created it will appear on the View Transaction History list as shown
below. Select the email button next to the statement to send it to the customers preferred e-mail
address.

Once the statement has been sent to the customer, you will get the below confirmation pop-up.
Click on OK to proceed

3. Generate Ad-hoc Statement – This option is for statements not longer than 30 days (a
month) that are not included in the view statements list.

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To generate the statement, select the date from and date to using the calendar option. Then click
on Generate Ad-hoc statement option as shown below

The system will then create that statement and give the confirmation pop up below

Once the statement has been created it will appear on the View Statements list as shown below.
Select the email button next to the statement to send it to the customers preferred e-mail
address.

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Once the statement has been sent to the customer, you will get the below confirmation pop-up.
Click on OK to proceed

Should the customer request for their statement to be sent to them monthly utilize the I-Connect
SA tool to log the customer number and request. Also advise the customer of self-service as they
can access up to 6 months statements on the Self-Service platforms.
http://iconnectsa/CustomerCare/Pages/Home.aspx

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Invoice Request Process & Work Instructions

Access the account using their ID, smartcard, email or cell phone number. Agent to confirm
initials and surname of the account holder, to whom their speaking to on the call and if it is not
the account holder, the person’s name & relation to the account holder.

Explain to the customer that the contact centre does not provide invoices for Residential
customers. Ask the customer if they would like a balance statement for the account. If yes, follow
the Statement Request process and advise the customer of self-service.

At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note.

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Journals

Credit Transfer Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to account holder
must be included.

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Click Manage Account
Check if there is a Financial Account with a credit that can be transferred

Still under Manage Account select Inter-Account Transfers

Click on the payment you would like to use to action the credit transfer

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Select the Financial Account to transfer the credit to and capture the amount (a portion or all of
the amount available) and capture a detailed note under comment. Click on Transfer Payment to
complete the request. The journal will auto approve

If ALL the amounts listed under List of Payments have been used up as transfers and there is
credit in one Financial Account that should be moved to another Financial Account then escalate
to the Team Leader for assistance.

Team Leader Process:
NB. The team leader needs to go to the Customer’s account when processing a Manual Credit
Transfer.

Under Manage Account click Manual Debit or Credit

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Select the financial account you want to transfer money out of under Account Number. Capture
the amount you want transferred under Debit/Credit Amount and select Inter Account Transfer
Out as the Ledger Account then capture a detailed comment.

Select the financial account you want to transfer money to under Account Number. Capture the
amount you want transferred under Debit/Credit Amount and select Inter Account Transfer In
as the ledger account then capture a detailed comment.

✓ If captured within working hours, then the Journals team will approve the ledger.
✓ If captured outside working hours, the Contact Centre Manager must approve.

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At the end of the call leave a detailed interaction. Click on Create Case or Interaction under
Manage Customer and use the drop downs to select the relevant option. Type a detailed note
Reconcile Billing Process & Work Instructions

Access the account using their ID, smartcard, email or cell phone number. Agent to confirm
initials and surname of the account holder, to whom they are speaking to on the call and if it is
not the account holder, the person’s name and relation to the account holder. Full CPA to be
done as there may be a financial impact on the account holder.

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Go to Manage Viewing to check which package the customer has active and identify how much
we should be billing the customer according to what is active.

To check the agreement charge period (annual or monthly). Click on View on the right-hand side
of the active device.

If the invoice period is annual, the next step is to check the anniversary month (it will guide you
when reconciling the account (charge from date – charge to date).

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Click on Manage Account. Then click on View under Action (view the residential Financial
Account)

In the example below, the anniversary month is 10 and the payment date is the 12th. Which
means we should bill the customer from 12/10/2017 to 11/10/2018 if the invoice period is
annual and / or from 12/10/2018 to 11/11/2018 if the invoice period is monthly.

Now click View Financial Transactions to check the all the transactions

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Read the financial transactions from the bottom up. It is advisable to go back to the last time we
received a payment, the previous IP date or the last time the account was on a R0.00 balance.
Please keep in mind the charge from – charge to date when analysing the financial transactions.

If the billing is correct, explain the charges to the customer e.g. price increase, short payment,
additional charges, etc.

If the billing is incorrect, reconcile the billing. There are many reasons why the billing may be
incorrect. For example, there might be duplicate services active in the background (get a TL to
assist with removing them), the anniversary month was changed incorrectly, we billed the
customer for the incorrect period (18 months instead of 12 months or 6 weeks instead of a
month), additional services have been activated without the customer’s consent (please cancel
the incorrect services before reconciling the account).

We only reverse what is billed incorrectly in the past. What is future dated must be fixed.

Once you have identified the incorrect charge/s reverse the transaction/s. Click on Reverse under
Actions

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Click on Full reversal if you are reversing the whole amount charged for that period and then click
on the down arrow to select the reason for the capture and add a detailed comment (date from
– date to, package / service and reason for the capture). To submit the request for the reversal,
click on Request Reversal

Click on Partial reversal if you are reversing only a portion of the amount

Select the date from and date to using the calendar then click on the down arrow to select the
reason for the capture add a detailed comment (date from – date to, package / service and
reason for the capture). To submit the request for the reversal, click on Request Reversal

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Advise the customer that the journal/s are pending approval. If there will be a credit on the
customer’s account after the approval of the pending journal/s, the customer can either get a
refund or leave the credit on the DSTV account for the next billing cycle.

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction (under
Manage Customer) and use the drop downs to select the relevant option. Type a detailed note.

Refund Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number.
Verify the account holder’s information (Full CPA) and update any details that may have changed
provided it is the account holder calling. If it is a 3rd party, their name & relation to the account
holder. Full CPA still to be done.

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Go to Manage Account to check if there is any credit and confirm the method of payment. We
can only refund the account holder if there is a credit on the account (excluding the current
billing cycle subscription unless if services should be disconnected / cancelled). A 3rd party can be
refunded irrespective of the account status if they paid into the account in error (the 1st option
should be but not limited to offer an inter-customer account transfer).

Click on View Financial Transactions to view the customer financial transactions. You need to
check if the refund is because of a cash or debit order payment as the processes are not the
same. The customer’s method of payment may be debit order, but the customer could be
requesting a refund of a payment received in cash (eft, store payment or credit card). If the
method of payment is a 3rd party debit order, we will refund the amount into the 3rd party bank
account details unless supporting documents are sent. Supporting documents for a refund can
be sent to the TL’s e-mail address.

The supporting documents in a case where the amount needs to be refunded to a different bank
account are:

1. Proof of banking details
2. Copy of ID belonging to the bank account holder
3. Letter from the DSTV account holder instructing us to process the refund to a different

bank account

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