Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide General Customer Care
The system will prompt for confirmation, click on YES

Now to load the new decoder, go to Manage Viewing and click on Add Devices and Packages

Capture the decoder serial number in the slot titled Smartcard and Device Number then click on
Add

The system will auto populate the smartcard serial number and say this is a Price Lock device. You
will have to confirm the smartcard serial number with the customer and then click on Yes or OK
to proceed.

If the device is not linked to Price Lock, check the Payment Plan application under Manage
Account – Device Payment Plans.

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Verify that the customer has received the correct device. If yes, escalate to the Team Leader to
log an escalation to Business Desk on HP using the link: http://03rnb-
hpsmweb01.za.ds.naspers.com/sm/ess.do
If no, complete the Price Lock Escalation Template and send it to the Team Leader for vetting.
The Team Leader must forward the escalation to [email protected].
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.
Incorrect Activation Date 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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Ask the customer when they received the decoder and when it was installed. Advise the
customer that the decoder auto activates after 15 days of delivery (customer would have been
told this during the application process done with the Sales team). If the decoder auto-activated
after the 15 days advise the customer that the billing is correct, and that they are liable for the
charges created from day 16.

If the decoder auto-activated without the customer’s consent within the 15-day installation
period, fill in the Price Lock Escalation Template. Write a detailed comment stating when the
decoder should have been activated and for which period billing must be reversed. Send the
template to your Team Leader for vetting. The Team Leader will then forward it to
[email protected].

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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Payments

Debit Order Cancellation Request & 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.

Explain to the customer that it is a business requirement for the customer to have a debit order
as method of payment while on a Price Lock package, so we are therefore unable to change the
method of payment to cash.

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 Of Payment (IP) Date Request & Work Instructions
Customers can change their Invoice Profile (IP) day during the 24-months period however the
date that the instalments will be charged to the account will remain as per the 1st IP day.

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.

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.

Please note that the dates available (preferable) for Price Lock are from the 2nd to the 28th.

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Go to Manage Account, click on Edit Payment Details and then select the date the customer
preferred on the drop down titled Payment Day

Once the payment date has been changed, confirm if the banking details have changed and then
scroll to the bottom of the page to save. Click on Save Details

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A confirmation pop-up will appear

Once complete agent must manually calculate the pro-rata that will be debited on the next (new)
IP date for the customer.

Example - Mr X is on the R919.00 Price Lock. His initial IP date was the 5th and we have now
changed it to the 28th. First subtract the subscription for the hardware form the
total monthly subscription, then divide the amount by 30 days to get a daily rate.
Next, multiply the daily rate by the number of days the cycle has been amended
by. Add the hardware subscription and advise the customer on the amount that
will go off on the 28th of the current month.

Step 1 R919 - R89 = R830 207
Step 2 R830/30 days = R27.67 per day 2018/10/26
Step 3 Count how many days will be included in the pro-rata

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We have already billed and debited the customer for viewing from 05/10 to 04/11. The new IP
date is the 28th therefore we will debit pro-rata to cover viewing from 05/11 to 27/11. This debit
order will run on 28/10. In this example it is 23 days.

Step 4 R27.67 * 23 days = R636.33. Add R89 for the hardware
Step 5 R725.33 will be debited on the 28/10

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.

Payment Arrangements

Where the customer’s account is in arrears and they would like to make a payment arrangement,
you will be required to complete the Payment Arrangement template.

Customer Number Payment Arrangement template

Customer Contact
Numbers

Outstanding amount R 2 890.17 Fill in the outstanding amount
(excluding current
charge period)

Period 6 Number of MAX number of months 12
481.70 month choose Anything higher should be
referred to B&C Please fill in
1 - 12 number of months preferred

Monthly amount due This amount excludes the monthly subscriptions
and may not be less then R200
on Payment R

arrangement

Current Subscription Fill in the subscription amount

New payment at next R 481.70
IP

Pease note that a payment can only be entered into if the client agrees to a debit order
Complete the details on Clarity and align IP's and MOP across all financial account

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The completed template must be sent to the Team Leader for vetting who will then send the
request to [email protected]

Where the payment arrangement criterion is met, the Billing & Collections team will load the
arrangement as per the information captured in the template.

Where the payment arrangement criterion is not met, the Billing & Collections team will send the
escalation to the Inbound Price Lock team who will contact the customer to negotiate another
payment arrangement.

Loan Request (Payment Arrangement) Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
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 to complete the payment arrangement template and explain to the customer that they will
be sending the request for approval and not loading the arrangement on the system.

Advise the customer that the repayment amount is an estimate based on the overdue balance
and what they can afford to pay. The Price Lock team will contact the customer within 24 hours
to confirm the payment arrangement. The customer however needs to pay for the current billing
cycle for reconnection of services to be done if services has been disconnected.

The arrangement amount must be more than R200.00 and the balance should be settled within
12 months.

Send the payment arrangement template to the Team Leader for vetting. The Team leader must
then forward the template to [email protected].

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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Settlements

When the customer wants to settle the account, you can give the customer the full amount they
need to pay for the settlement. Customers can pay the settlement amount via an ad-hoc debit
order.

Check the financial transactions and any payment arrangements to ensure that
the account is up-to-date before creating the settlement quote.

1. Customer is in arrears:
➢ Settlement value is calculated as the Remaining Instalments + the Outstanding
Financial Account Balance
➢ No discount is applied

2. Customer is not in arrears:
➢ Settlement value is calculated as the Remaining Instalments
➢ Discount applied as the difference between the Retail Price and the DStv Price Lock
Price

The decoder will remain on the customer’s profile under General Account.

Scenario What Should Happen What You Should Do
The customer Generate a settlement quote for the Load an ad-hoc debit order
wants to settle the customer, this can be e-mailed or payment for the settlement
account printed (applicable at the Service account
Centre)

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Settlement Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
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.

Inform the customer that their request will be sent to the settlement department and they will
call the customer within 48 hours to assist. Complete the Price Lock Escalation Template and
capture a detailed comment. Template must then be escalated to the TL for vetting and TL must
forward it to [email protected]

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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.

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Billing

The account is activated on delivery:
➢ The hardware (and installation where applicable) is billed on the activation day and
payment received on IP day
• the Hardware is billed in arrears
• A schedule of 24 payments are created in Clarity
➢ The services (1st payment) i.e. subscription and access fees billed pro-rata and the full
subscription billed on next IP day
• The Subscription & Access fees are billed in advance

Example: Billing timeline for customer with decoder & installation offer (R119 X 24):
Customer will be billed from the delivery of their DStv Explora on delivery day and the R119
payment received on their next payment day and a schedule of 23 more payments created.

Example: Billing timeline for customer with decoder & installation offer (R959 X 24):

• Day of delivery: Once the proof of delivery is received, charges are created for the device
• IP day: & installation. The services are activated as well.

Payment received for pro-rata Subscription; Access Fee and Discount plus
from activation until 1st IP day plus full R959 subscription for the following
month

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Example:
Let us look at an example where the customer has taken out the R959 product, we will bill as
follows:

➢ IP is the 15th of the month
➢ Activation on the 1st Aug 2018

Charge Charge Period Price
PRM Subscription 01/08/2018 – 14/08/2018 R377.53
Access Fee 15/08/2018 – 14/08/2018 R42
Discount 01/08/2018 – 14/08/2018 R13.53
1st Debit Order 15/08/2018 R433.06 (Pro – Rata
charges)
Hardware + Installation 01/09/2018 R89
PRM Subscription 15/09/2018 – 14/09/2018 R809
Access Fee 15/09/2018 – 14/09/2018 R90
Discount 15/09/2018 – 14/09/2018 R29
2nd Debit Order 15/09/2018 R959 (Full Charge)
Hardware + Installation 01/10/2018 R89

• Customers can change their payment day for the duration of the 24-
months contract

• However, the date that the instalment is charged (activation day) account
would not change. This will remain as the anniversary of the Invoice
Period as per the activation as the schedules have already been created

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Incorrect Billing Process & Work Instructions

Access the account using their ID, smartcard, e-mail 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 & relation to the account holder.

Go to Manage Viewing to check what service we are billing the customer for e.g. (R919, R949,
R549, etc.)

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Now go to Manage Account and click on Device Payment Plan

Click on View under List of Device Payment Plans. This is to check when the contract started

The below will reflect. In this example, the contract started on the 4th of April 2017. Therefore,
there should be a pro-rata billed from 04/04/2017 to 26/04/2017, then every month going
forward a charge from the 27th to the 26th of the following month.

Now click on View Financial Transactions still under Manage Account

Under Account Number select Payment Plan to view the relevant transactions. Read though the
transactions to check if the customer was billed correctly (consider the active subscription and IP
date)

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Once you have identified the duplicate or no bill (subscription not charged) transactions, escalate
to your Team Leader using the Price Lock Escalation Template (do not capture any journals for
Price lock). Please select the most relevant option on the template and be as detailed as possible
in your comment.

Team Leader will vet the escalation before sending it to the Prick Lock Team using
[email protected].

For Double Billing

For No Billing (no transactions created on Clarity)

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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Manage Queries & Complaints

Onboarding Complaints 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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Find out what the complaint is about as they have different escalation touch points to resolve.

1) Application on a pending status due to missing / incorrect documents:
In most cases there are documents missing. It may be some or all the below mentioned
documents. Check the interactions on the system to obtain guidance:

• Copy of ID / Passport
• Proof of Income
• Proof of Banking
• Signed subscription agreement form (for brand new customers)
If the complaint is regarding documents, send a detailed escalation to your Team Leader who will
escalate to the Finance team using [email protected].
Inform the customer that you have escalated the complaint and that they will receive a response
from the Finance team.

2) Decoder was not delivered within the prescribed time:
Check if there is a Sales Order on the Price Lock application. Go to Manage Account and click on
Device Payment Plans

Click on View on the right-hand side of the screen under Actions

Scroll down and read the Application Activities. Is there a Sales Oder? It should get created
automatically shortly after the application is successfully completed and approved.

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➢ If there is no sales order, escalate to your Team Leader. The Team Leader must then
escalate to Business Desk using HP
http://03rnb-hpsmweb01.za.ds.naspers.com/sm/ess.do

➢ If there is a Sales Order, check the tracking number (customer should have received it via
SMS) and refer the customer to On The Dot (courier company). The customer can track
their parcel on the website http://tracking.onthedot.co.za/lmsweb/Tracking2.aspx or by
calling their Call Centre on 087 741 0250.

➢ If there is no tracking number on the application, fill in the Price Lock Escalation Template.
Send the template to your Team Leader for vetting and the Team Leader will then forward
it to [email protected].

3) The decoder has been delivered but the installer has not arrived, or customer wants to
complain about the installer services:

Confirm where the customer would like to install the decoder. Go to the website and search for

an installer closest to the customer. Where possible, give 3 options. Also advise the customer on

the website in case they need to look for an installer or access self-service.

https://selfservice.dstv.com/InstallationHelp/Installers

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If the customer is not happy with the installation or has installation issues during the 3-month
installation warranty, the customer should first contact the installer and log the complaint with
them. If they don’t get any resolution, then escalate to Field Services using I-connect SA. Select
Field Services under Quick Links

http://iconnectsa/CustomerCare/Pages/Home.aspx

Click on Escalation Form

Fill in the form and submit. Note the case number in your interaction. Advise the customer Field
Services will assist within 48 hours.

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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.

Billing Queries

Manual activation of the Payment Plan account & services
Only Business Service Desk or Billing & Collections consultants can activate the Payment Plan
Product & services if the automated activation did not occur.
This will be done on condition that:

✓ The dispatch has happened – Decoder Serial Number is present in the Activity Log
✓ The decoder is not activated already with a DStv subscription service

Follow the escalation process via your Team Leader and include the Decoder Serial Number and
Customer Number in the e-mail.

Activation of services
The customer’s DStv subscription services will be activated (automatically) once the courier
submits proof of delivery of the hardware. If this does not happen then the Add Devices and
Packages screen can be used to activate the Payment Plan product.

✓ This only applies to the deal with subscription services as part of the bundle

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By Billing & Collections staff only if the Hardware Dispatch Message is on the Device Price Lock
Screen under the Activity Log and includes the Decoder Serial Number:

➢ If the customer is an existing Customer with services, they would need to call in for their
current package to be cancelled once installation is completed. This will result in a Credit
on the General Financial account. This Credit must be moved to the Payment Plan
Financial account using the Manual Debit and Credit Inter-Account Transfers in and Inter-
Account Transfers out journal types.

➢ Please note that NO other journal types must be used for this movement of the Credit from
one Financial account to another

Installation Queries

Service Agent to check if the decoder has been delivered on the Where is it screen on Clarity.
Once the delivery is verified and confirmed that the query is installation related, log the query via
the Sedibeng Field Services escalation form.

http://iconnectsa/CustomerCare/FieldServices/Lists/Escalations/NewForm.aspx?Source=http%3a
//iconnectsa/CustomerCare/FieldServices/SitePages/Home.aspx

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Linking of devices for XtraView

Normal linking of devices for XtraView will be followed in line with current XtraView rules.
The Payment plan decoder must be the primary device.

Replacement decoders

The customer journey for missing, damaged, faulty hardware is as follows:

Customer Damaged Customer customer Receive Hand over
receives Missing contacts must replacement old
Price Lock retain old hardware.
Sales order Faulty MC Call centre order until order Sign
to report replace- collection
from Courier ment POC
dysfunction arrives
Check
Get new replace-
compon- ment order.
ent from Sign POD
installer-
Installers
only take
the
SMART
LNB

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Scenario What Should Happen What You Should Do
Customer’s Only decoders that are currently less Follow the escalation process
decoder becomes than 60 days from the date of through your Team Leader
faulty / damaged dispatch will be replaced
and needs to be
replaced

Escalation Points

All Service Agents who have gone through the training should be able to achieve FCR for the
following queries:

✓ Sales Leads
✓ Delivery
✓ Installations
✓ Settlements

Where you are unable to resolve the customers’ query, then you will follow the escalation
process applicable to your area.

Query Type Criteria Escalated Escalation Point

Sale verification To… [email protected]
documents
required Advise the customer [email protected]
Home affairs
verification docs – to have the 226
certified Id copy 2018/10/26
required documents: ID
Decline reason
Re-evaluation of certified, Proof of Credit Team
application,
Account holder Banking, proof of
deceased
income & proof of

residence ready

The application
Credit Team

needs to be declined

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Query Type Criteria Escalated Escalation Point
To…
Payment The account needs
arrangement to be in arrears. The Collections [email protected]
request debit order needs to Department
be reinstated
Application Check if the sales Task Team [email protected]
approved – issues order is created for
before delivery Clarity Team Leader to log a call with BSD for
All approval criteria Business Desk
Sales order failed on the application
to create must be met before them to create a sales order
escalating i.e. all
Inter-account boxes ticked. There Internally Changing the account back to Debit Order,
transfer Credit must be no sales Resolved Banking details need to be confirmed also
from residential order on the account confirm AHV. If non-compliant, ask for ID +
account to proof of banking for a manual override
Payment Plan There needs to be a
account; AHV non- credit on the Credit Team [email protected]
Compliant; residential account
Settlement Quote; for the Inter-
Changing method Account journal to
of payment to be captured
debit order;
application status The customer must
Price Lock have paid the full
settlement, amount to settle the
account paid up or payment plan quote
contract ended;
billing reversals

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Query Type Criteria Escalated Escalation Point

To…

Price Lock to Price

Activation, upgrade Lock and Price Lock Log a call with Business Desk and get an SD
/ downgrade with installation to Business Desk
Price Lock with
number

installation products

Hot Leads new link

(use google The customer should http://iconnectsa/CustomerCare/Pages/H
chrome) or Sales Team ome.aspx
incomplete
not be called.

expectations

Installation issues The customer should Sedibeng Link
or Installer details be in an installation Field Services http://sedibase/sites/Multichoice-
request package CC/SelfService/FAQs/FieldServices/SitePag
es/Home.aspx

Customer returning

decoder within 7

days cooling off

period from delivery Task Team [email protected]

Cancellation date Only - Do not
send Price Lock paid

up to this address

After the 7 days, the

customer needs to Task Team [email protected]

settle the contract

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Query Type Criteria Escalated Escalation Point
Missing devices [email protected]
To…

The DSD must be

signed for by a

person that the

customer cannot

identify. OTD needs

to collect the DSD

where it was

delivered. Once it
Task Team

has returned to the

warehouse or

marked at missing /

stolen, only then can

a manual instruction

be sent to have a

new decoder

delivered

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Cancellation

End Of Contract

Customers whose Price Lock contracts / Payment Plan accounts are nearing the 24th month are
handled through an automated solution in the Customer Journey.

40 days before the •Customers are notified that they are nearing
contract expires the end of their 24-months' contract

7 days before the •We notify the customers that we will be
contract expires converting them back to Normal Residential
monthly paying customers in 7 days

On the day the •We inform the customers that their
contract expires contract has expired!

The messages sent to the customers include the current prices for the principal package and access
fee that the customers will need to pay

The Account Expiry action results in:

✓ A customer being converted to a Normal Residential / General customer
✓ The Principal Package that the customer has as part of Price Lock will be activated
✓ The Price Lock Product status will be Contract Expired

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End Of Contract Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
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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Select the Manage option under list of Device Payment Plans

Click on the End Contract option under Device Payment Plan Details as shown below:

Should the End Contract option not appear on Clarity, you should escalate using the Price Lock
Escalation template shown below. Please make sure your comment is as detailed as possible. The
template should be sent to your Team Leader for vetting and then forwarded to
[email protected].

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Once the contract has been ended you can offer the customer activation of services on the
account.

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.

Cancellation Request

The customer can cancel their contract. The following DStv Price Lock cancellation process must
be followed:

During the Sales Order
✓ The customer can cancel the sales order process
✓ DStv hardware returns process will automatically kick in

In-Contract
✓ Collection Order can only be processed if it is within cooling off
✓ Currently, cooling off period from the date of placing an order for DStv Price Lock product

is 7 days
✓ A customer is liable to pay a penalty if they cancel (calculated by Finance)
✓ DStv formulated fees to be paid and not the entire monthly fee for the remaining months
✓ The request for collection is done 1st then the cancellation can take place once the

decoder has been collected and is at the OTD Warehouse

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Cancellation Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
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 must be included.

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First find out if the decoder has been delivered to the customer. If yes and installation has not
been done, advise the customer not to open the box as we will not accept it back if it has been
opened.

Using the Price Lock Escalation Template, send the query to your Team Leader who will then vet
the escalation and forward the template to [email protected] and they will
then arrange for the decoder to be collected from the customer.

If the decoder has not been delivered advise the customer not to accept the decoder should the
courier company attempt to deliver. Advise the customer that the Price Lock team will contact
them within 24 hours.

Complete the Price Lock Escalation Template and send the query to your Team Leader who will
then vet the escalation and forward the template to [email protected] and
they will liaise with OTD (On The Dot Couriers) to ensure decoder is not delivered.

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If the decoder has been delivered and installed, we offer the customer a settlement amount for
the device & installation. Advise the customer the Price Lock team will contact them within 24
hours.

Complete the Price Lock Escalation Template and send the query to your Team Leader who will
then vet the escalation and forward the template to [email protected] and
they will call the customer and send them a settlement letter.

Retention strategies to be employed to retain the customer before the cancellation
can be actioned

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 6
Premium 24

Topics

 Activation
 Early Cancellation
 End Of Contract

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Activation

Activation 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.

Verify if the client has accepted T’s & C’s by checking the interactions. If there is no interaction
advise the customer of the T’s & C’s.

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This is a 24-month contract. It is only payable via debit order. Early cancellation will result in a
cancellation fee.
If there are active services running, confirm with the customer if they would like the SPL24
loaded on that decoder or another device within the account (may also be a new device). If you
are loading the package on an existing device you will have to first cancel the existing package.
Go to Manage Viewing and select Suspend – Cancel Package

Select the smartcard number from the list, click on ON (it will turn to OFF) and click on Cancel
Package

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The system will prompt for confirmation, click on YES

Loading a new subscription:
The system will redirect to Manage Viewing after clicking on Yes for cancellation

Click on Add Devices and Packages. Confirm the device number and smart card number with the
customer. Select the device from the drop down on Principal Packages and select DStv Premium
SPL 24 Months-2018

Read the T’s & C’s to the customer and ask for acceptance. If the customer accepts, click on
Accept. If the customer is using a PVR device offer the PVR access and advise on additional
charge for access fee (this service is optional).

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Scroll to the bottom of the page and click Submit

Clarity will now show you a summary of the activation. To proceed, click on Activate

Premium24 has now been activated. Confirm picture with the customer. This is a good space to
punt self-service, connected services, DI, etc.

✓ Inform the customer that they need to call in 24 months to end the contract otherwise a
premium package will be loaded automatically

✓ Inform the customer that any additional products are charged outside of SPL24
✓ Inform the Customer that there is a cancellation fee of R180

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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Early Cancellation

Early Cancellation Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
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.

Inform the customer there is a once off early cancellation fee of R180. If the customer advises
they still want to cancel go to Manage Viewing and click on Suspend – Cancel Packages.
Select the smartcard from the drop down with SPL active services.

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Click the ON button to OFF next to the package PRMPL24 then click on Cancel Package and select
the reason for cancellation from the options listed under Select Cancellation Reason

Ask the customer if they what to load a new package. If yes, follow the activation process.
If no, escalate a churn lead to the Last Mile team using I-Connect SA.
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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End Of Contract

End Of Contract 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 and select Suspend – Cancel Package

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Select the smartcard number from the dropdown titles list of Smartcard/Devices. Click ON and it
will change to OFF

Select Stop Agreement under the dropdown titled Select Cancellation Reason and click on
Cancel Package on the right-hand side of the screen. Because this will be after 24 months, the
system should not charge a cancellation fee.

Click OK to complete the request.

Offer the customer an alternative package and if customer agrees refer to the activation process.

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 7
Holiday Home Viewing

Topics

 Onboarding
 Activation
 Switching
 Disconnection

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Onboarding

Onboarding 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.

Determine if the customer qualifies for holiday viewing. #Rule - the customer must have more
than one decoder on their account.

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Click on Manage Viewing to see if the customer qualifies. (They may also load a brand-new
device for this service)

Once you have confirmed that the customer qualifies, ask the customer which device they would
like to use as their Holiday Viewing decoder. Click on Change Residence Type under Manage
Viewing

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Select the decoder that you want to move to the Holiday account by selecting the "change" radio
button next to that decoder.

Select “other” under New Location and capture the holiday home address. Once the address is
captured click on Change Residence to save and complete the request.

The customer may now choose to either use the Holiday Home Switching option or Holiday
Home Activation option. Both processes are documented separately.

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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Activation

Activation Request Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
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.

Explain to the customer what Holiday activation is i.e. activating services on the Holiday decoder
for a maximum of 30 days while the decoder at home remains active. There will be additional
charges billed for the number of days selected.

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