Integrated Training Guide - General Customer Care V1.3

Integrated Training Guide General Customer Care

Once the Clarity login page is displayed, you need to enter the required details to gain access to
the system.

Username. E.g. Training010
Password e.g. Passw0rd

You need to select (South Africa).
Click on Login

In Clarity all mandatory fields are indicated in RED as shown above.
Once you have successfully entered your login details, you will be introduced to the Clarity Home
Page.
Let us look at each component of this page in more detail and introduce you to some
terminology.

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Clarity Home Page

Component Description
1. Smart Card / Decoder Enter the customer’s Smart Card Number or his Decoder Number. This
specific text field is linked to the Clear Error process
Number Text Field Confirms an action is performed on the system and tells the system to
2. Clear Error Codes process the information submitted
Allows access to the last 10 customer accounts you have accessed
Drop-Down Menu Enables you to enter any text of your choice (within the parameters) and
3. Recent Customers search. e.g. customer surname; ID or customer number.
4. Search Field & Button Your username
Allows you to change the language, user interface theme (light or dark) and
5. Username log out of Clarity to close the system and end your session/shift
6. Settings Redirects you to the bigger business processes
These will direct you to related sub-processes within the selected bigger
7. Hyperlink (Heading) business processes as a quicker navigation option
8. Hypertext Links

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Create Case Or Interaction

Interactions are logged to allow the business to perform the following functions:

✓ Data collection of every interaction the customer has with MultiChoice
✓ An indication of what motivates customers to interact with MultiChoice
✓ To map customer expectations of MultiChoice to improve on Customer Experience
✓ To track customer interactions in an effort to build a profile of our customers

All interactions we have with customers must have manual interactions loaded against them. This
is the fastest way we can analyse who called us, how often, why and who assisted them.

The following information must be captured:
➢ Name and relation to the account holder if a third-party caller
➢ Nature of query (what did the customer call for)
➢ What action was taken (detail on what you have done on the call)
➢ The outcome of the call (has the query been resolved or not)
➢ Any arrangements or agreements made where applicable to be included
➢ Your name to be added at the end of the interactions

Avoid adding complicated jargon (e.g. BTW (By the way) or text (chat) language in your
interaction as anyone should be able to read and understand what was captured in Clarity.

Interaction ID:
The interaction ID/reference number is automatically generated by the system and appears on
each interaction that gets logged. Ensure that you are in the customer’s account before capturing
your interaction.

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:

✓ who you spoke to
✓ why the customer called
✓ what you actioned / escalated (escalation case or reference number)
✓ your name at the end of the note

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Scroll to the bottom of the page and click on Create Customer Case or Interaction to save the
note.

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General Call Flow

1. Verify customer details
2. Update customer details where required
3. Identify customer need
4. Execute relevant call process to address customer need
5. Refer to T.U.M.I for assistance
6. Follow relevant escalation process where required

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Module 2
Activation

Topics
 Customer Profile
 Financial Accounts
 Agreements
 Billing Principles & Concepts
 Product Rules
 Product Statuses
 Create Quote
 Activate Account

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Customer Profile

A customer profile is designed in a hierarchical form that allows flexibility in the way the
customer and the business manage each profile. The categorising is arranged according to
specific data elements and there’s a relationship from one element to the other.
Key Data Elements Hierarchy

Account Structure
Residential (including the Specialist) accounts are grouped and structured as below.

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DStv Customer Types

The customer is an individual or an entity that subscribes to DStv services. There are two main
categories of customers i.e. Residential or Commercial customers. These categories are further
divided into classes/types.

Customer Classes/Types
Our customers are grouped into four different classes:

Customer Description Discount Received
Class

Residential • Customers who live in residential or private Do not qualify for any special
dwellings e.g. house, plot etc. and are charged discount; except for annual
Residential normal subscriptions paying customers that qualify
for one-month free subscription
• Accounts managed by the Inbound Contact
Centre

Specialist • Activations & Billing queries are managed by Around 57.19 - 57.60% of the
the Employee line within the Inbound Contact top three DStv packages

(Employees) Centre
[email protected]

Specialist • Panelists accounts are managed by the 10% discount on primary
(Panelists) Diamond Desk in the Inbound Contact Centre subscription

• Where the services are used in open public

areas, other than residential dwelling e.g. B&B,

Commercial Taverns, pubs etc. (companies and businesses) None

Commercial • Accounts managed by the Commercial Call

Centre

• Where the services are used by customers that Discounts are received based on

National belong to a certain business group or hotel the volume / number of billable
Deals chain e.g. Virgin Active, National hotels etc. points per customer. Discounts
• Accounts managed by the Commercial Call

Centre are provided on a sliding scale

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Financial Accounts

A financial account is where all the customer’s billing is consolidated. Each residential customer
can have one or more financial accounts.

Examples of financial accounts:
➢ General
➢ Holiday Home
➢ BoxOffice
➢ Price Lock (Payment Plan)

Financial Account Rules

1. When payments are made, the funds get allocated to a specific financial account where
billing has occurred. A residential customer can have up to four financial account types
i.e. General; Holiday Home; BoxOffice and / or Price Lock

2. General accounts are rolling subscription accounts i.e. the subscription is renewed
monthly for the account to remain active

3. Holiday Home and BoxOffice are pay-per-view i.e. charges are created per consumption
of a service

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4. Price Lock is a fixed-term rolling subscription. A customer gets a 24-month
contract to utilise the service at a discounted amount per month

Customers are restricted to choosing one method of payment
across all their financial accounts

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Agreements

Agreements are referred to as “Device groups” in CLARITY. Each agreement is linked to a
device/s and a subscription package and can have its own address.

There are different agreement types. Residential account can have more than 1 agreement type
under one financial account (note that GOtv forms an agreement under the General account).

Financial Account Type Agreement Type
General
1. Employee
Residential / Specialist Decoder Insurance (DI)
GOtv
2. Price Lock Showmax
3. BoxOffice Payment Plan
4. Holiday Home BoxOffice
Holiday Home

Agreements Rules

1. A customer is limited to only 1 active subscription per agreement, e.g. base product +
access service/s + add-ons (DStv add-ons/DStv Mobile add-ons)

2. A minimum of 1 decoder for single point viewing and up to a maximum of 3 decoders per
agreement if the customer has XtraView or 3 viewing environments active

3. The charges are created for each active product on an agreement and the sum makes up
the total subscription per the agreement

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Billing Principles

Billing principles refer to how we charge our customers for services they subscribe to or
consume.

The calculation of the monthly billing runs on a 30-day cycle. A customer can choose to be billed
between the 1st and the 31st of each month, and the payment date selected is referred to as the
Invoice Profile (IP) day.

Our billing is based on two main principles:
1. Account Based Billing
2. Quote Based Billing

Account Based Billing

The charges are created immediately upon an action on a financial account and applies to fixed-
term subscriptions (Price Lock & Premium24) including BoxOffice and Showmax accounts as
billing is generated per invoice.

Account Explanation Of Charges
BoxOffice
Account • Charges are created on the BoxOffice account immediately when the
customer rents a movie
Payment Plan
Account • 24 scheduled monthly charges are created on the day the customer’s
application has been approved and the account is activated

• These charges are referred to as “Instalments”
• Instalments are collected in arrears, but charges are created in advance,

3 or 5 days before IP day and collected upfront
• The customer experiences this as an instalment of the bundled packages

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18/06 18/07
Invoice run= IP- 3 days Invoice run= IP- 3 days
(services, Access fees
(services, Access fees
& discount)
& discount)

❖ The hardware invoice (device instalment) is created on the customers IP date, therefore

it is billed in arrears
❖ The Subscription is billed in advance

Quote Based Billing

A quote is an ESTIMATE that predicts the charges of products, hardware or services for a
specific charge period on the account. A quote is required before a charge can be
levied on a DStv subscription account.

The quote will stay valid until it is rejected; it expires or is replaced with another quote.

The fulfilment of a quote (when a payment is received for the quoted amount) will then result in
charges being created (FT/s) on the financial account.

Quote Predicted Payment Customer Financial Financial
Generated charges for Made = makes a full Transactions transactions
products or Quote are created on
Fulfilled payment Created the FT screen
services based on the for the charges

quoted levied
amount

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If… Then…
Quote is paid in full The quote is fulfilled, and services are active up to the Charge
Payment made within a Until Date (CUD)
threshold (partial payment)
No payment is made The system will create a charge for the full month until CUD

The quote will expire after 30 days unless an invoice run takes
place within this period.
The invoice run quote will then replace the quote

• When a customer accepts the quote and makes a payment within the
threshold, the system will create a charge for the full month until Charge Until
Date (IP-1day)

• Where the quote is still pending (payment not made), there will be no FTs
created

• Where payment is not made until the grace period lapses, the quote will
expire on the customer’s charge until date (CUD) and the system will not auto-
generate another quote. A new quote will be generated when a balance query
or a payment is made

Types Of Quotes
We have two types of quotes, service retention quote (SRQ) and event-based quote(EBQ).

Service Retention Quote (SRQ) Event Based Quote (EBQ)

This is a monthly recurring system An EBQ is raised per the agreement, per

generated quote that dictates financial account per change:

What is it? payment is needed for a • Unless the change is made on the IP day or
customer’s services to remain it is a reconnection of all products on an
connected for the next billing account, then forms one quote
period, on a financial account
level An EBQ features:

✓ Has a Quote ID
✓ Can be pre-activated to activate services
✓ Can be rejected and / replaced

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Service Retention Quote (SRQ) Event Based Quote (EBQ)

The customer’s method of These are the activities that when performed

When Is It Raised / Triggered payment determines when the on an account will trigger an event-based

quote / invoice is raised on the quote:

Additional account: 1. Disconnected (due to non-payment)
Information 2. Upgrade / Downgrade
• Cash: SRQ is raised 5 days 3. Reconnect
before payment (IP) day 4. Charge period (annual to monthly /

• Debit Order: SRQ raised 3 quarterly and vice versa) this is an SRQ
days before payment (IP) in some instances
day 5. Adding a new product (Decoder
Insurance, access fees or add-ons)
An SRQ cannot be rejected once it
has been created and results in a An EBQ is only valid for a designated period
disconnection if the payment is (“from XX/MM/YYYY” until “to XY/MM/YYY”
not made on time or is date)
insufficient EBQs are there to calculate the cost of a
specific change other than the monthly billing
and can be rejected if not taken up
It has no impact on the account if not taken up

These quotes are displayed on Clarity on the Amount To Pay screen, under Due Soon, but the
screen doesn’t specify the quote type, and, on this display, you can find either:

➢ An Event-Based Quote – has a Quote ID, can be rejected and can be pre-
activated
➢ A Service Retention Quote – has a Quote ID and cannot be rejected
➢ A next invoice estimate – doesn’t have a Quote ID
It is a rough estimate of future charges on the
account
It does not mean that the displayed charges will
necessarily be debited
It gets replaced whenever a new quote is
generated

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Billing Concepts

Charge Periods
We have three charge periods that customers can choose from i.e. monthly; quarterly and
annual. This informs the number of times a year that a customer can be charged.

Monthly
➢ Customers are charged their subscriptions monthly
➢ A monthly paying customer gets a new quote generated to view for a period of 30 days
and will be required to renew their subscription at the beginning of the following month
to continue viewing

Quarterly
➢ Customers are charged 4 equal subscriptions per year
➢ A quarterly customer pays for 3 months in advance to keep the services active
➢ Currently, this charge period is applicable to GOtv subscription
➢ There are no discounts available to customers

Annual

Annual paying customers are charged for a running 12-months in advance and they then qualify
for a 1-month discount.

➢ The annual customer’s account is credited with 1-month subscription and the customer
will view the last month for FREE

➢ This discount is applicable to broadcast services including access fees, e.g. DStv Compact,
DStv Mobile, PVR or XtraView access fees

➢ An annual paying customer can choose a more suitable anniversary month according to
their needs

➢ Customers a required to contact us before or on their IP day of the preferred month to
change the charge period to annual

➢ The month the account gets converted to annual is stored on the system as the actual
anniversary month i.e. if the account is converted to annual on the 1st June 20X0, that
means the account will be due for renewal on the 1st June every year until the charge
period is changed

➢ Grace days do apply based on the product’s segment
➢ Customer must pay the full amount due (X 11 months’ subscription) for CLARITY to keep /

convert the invoice period to Annual

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Illustration 1 - Changing from a monthly to an annual charge period

o This is an annual paying customer with an IP day on the 1st and the anniversary
month is in June

o This is a cash paying customer - the SRQ is created 5 days from IP for period 01.06.
YY01 to 31.05. YY02

o Annual customers are locked-in to the 1-year contract for the 12 months that they
have paid for

Annual Charge Period Rules

1. Employees do not have the option to pay annually
2. Box Office and Showmax are only charged monthly
3. The annual discount does not apply to Decoder Insurance premiums

• Decoder Insurance is charged for a full 12-months
• Once Decoder Insurance product has been converted to annual and paid for, the

charges cannot be reversed even if the charge period has been reverted to monthly
• Advise customers that we will not take any further premiums for Decoder Insurance

until the paid period comes to an end. Only from then we will start charging for
month-to-month
4. Customers can change the products subscribed to i.e. add products / upgrade / downgrade
or suspend viewing
Temporary Suspension:
• Annual customers can temporarily suspend their services 3 times and up to 60 days
per annual cycle
• The charged until date will be extended by the number of days they suspended
their services in that cycle
5. If the recurring quote is not fulfilled, the services will be disconnected
6. Grace days do apply based on the product’s segment
7. Customer must pay the full amount due (X 11 months’ subscription) for Clarity to keep /
convert the invoice period to Annual
8. Should the customer short-pay, they will receive a short-payment notification message to
notify them of the required top-up to keep the services active. If the amount received is
less than the system configured threshold, services will be disconnected at the end of the
grace period

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Products

Products are the individual packages, add-ons and services that a customer is subscribed to. e.g.
DStv Premium; XtraView; DStv Indian (add-on). Each agreement can have one or more products
(principal and / or add-on).

Base Product + Access Fee HDPVR + Add-ons DStv Indian =
DStv Premium = R809 Access = R90 R239

Total Monthly Subscription = R1138

Product Rules

1. The customer can have a principal package/s and they can also include:
➢ Add-ons
➢ Access fees

Product Statuses

Now that you understand the two types of quotes, we will focus on how each of these quotes
relates to the different product statuses on the account. This will help you understand what
transpired on the account and what action is expected from you if any. The table also outlines the
quote type associated with the product status as well as the type of quotes where applicable.

Status Description Quote Type Quote Status

• Services on the account active

Active • The quote / SRQ remains active for the duration SRQ Pending
of the grace period and is also influenced by the
product’s segmentation and the customer’s EBQ Pending
payment behaviour e.g. where the customer
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services will be disconnected, and they will be
charged a reconnection fee upon reconnection

Awaiting • A new product has been loaded and the quote
Payment has not yet been paid / fulfilled

• New activations have 15-days grace period for

payment

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Status Description Quote Type Quote Status

Cancel Pending • The quote / EBQ generated stays active for the
Up / duration of the grace period
Downgrade
Cancelled • The EBQ cannot be rejected a day after creation
Delayed
Activation • A quote to change the existing package has been EBQ Cancelled
rejected and / or the schedule has been
Disconnected cancelled

Disconnect • The product no longer exists on the account, it No Quote N/A
Pending has been removed Pending
Removal
Disconnect • A new product has been loaded and a future date EBQ N/A
Pending has been selected for activation, could be
Upgrade because the customer doesn’t want to be Cancelled
Disconnect charged yet Pending
Pending
Reconnect • The product has been disconnected, it could be a No Quote
customer that has requested disconnection, or it
could be due to non-payment

• Where the services have been disconnected for
over 30-days:

o No quote or EBQ will get generated
therefore, auto reconnection will not be
available for this customer

o However, when a customer makes a
payment, a quote gets generated
automatically, in this instance, for the last
disconnected product

• Where the payment is sufficient to fulfil the
quote, the customer will be auto-reconnected

• The existing product which is disconnected has SRQ
been scheduled to up / downgrade and the
quote has expired

• The existing product is scheduled for an upgrade, EBQ
but no payment has been made to fulfil the
quote

• The product has been disconnected due to non- EBQ Pending
payment

• The system automatically generates an EBQ
provisioning for reconnection, the status of the
disconnected product changes to “Disconnect

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Status Description Quote Type Quote Status

Pending pending Reconnect”
• Quote (EBQ) remains active until the next IP day
Pending
Installation then it expires if payment has not been received
Pending
Upgrade • A new product has been loaded to Holiday
Pending Home account and the activation has not yet
Removal been done
Request
Disconnect • Box Office has been activated on the account, EBQ Pending
but the status of the principal product is
Default “Awaiting Payment”
Contract Expiry
• A new product has been loaded and a future EBQ Pending
date has been selected for activation, the
customer confirmed that the installation of the
device is not yet done

• The customer has a pending scheduled to EBQ Pending
upgrade the existing product and the request has
not yet been executed

• A quote to change the existing package has EBQ / SRQ Cancelled

expired

• The customer has voluntarily disconnected the EBQ Pending
product and a quote to reconnected has been
generated N/A N/A
N/A N/A
• Voluntary disconnection DOES NOT qualify for
grace-days. An upfront payment is required to
reconnect the services

• Price Lock account was not paid, and the
product has now been disconnected

• Price Lock contract term has come to an end

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Grace Days

Grace days are days that customers are granted as an allowance for a controlled period from the
customer’s IP day to view while the payment on the account has not yet been made.

Grace days are charged to the customer as part of their subscription.

Segment Grace Days
All New Activations 15 Days
HIGH IP+7
MASS MARKET IP+5
LOW IP+2
LOW-LOW IP+0

The system allocates grace days to an active product based on its segment, then calculates and
sets an anticipated date when to disconnect the services should a payment not be received.
This estimated date is called a ‘QUOTE-BASED DISCONNECT DATE (QBD)’, this shows when the

services will get disconnected should the quote not be paid.

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Create Quote

You can provide a quote to a customer for subscriptions and hardware before the customer even
contracts with MultiChoice, so they will know exactly what they are signing up for and what the
total cost will be. The Quote process is a pre-sales activity in Clarity that is applicable to
Residential Customers.
The purpose of having a Quote is to:

➢ Give a potential customer an estimate of the cost of the required purchase
➢ Allow the customer to buy serialised and non-serialised devices over the counter
➢ Reconcile over the counter sales

Sales Quotes are only valid for 7 days and are not applicable to DStv Agencies.
Let us look at the process of creating a Quote in more detail.

Select the Create Quote hyperlink from the “Clarity” Home Page

Create
Quote

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The Create Quote screen will appear, enter the customer information in the provided fields

Note: It is not mandatory to capture any of the above fields, but it is necessary to capture at least
a mobile number and an e-mail address, particularly if the customer requires a follow-up
interaction.

Select the devices as per the customer’s request in the Select Devices options list

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Select the packages as per the customer’s request in the Select Packages options list

Note:
Subscription information defaults
to “Monthly”
You can change this to “Annually”
on customer request

Select XtraView:
When the customer requests XtraView (customer wishes to view their
content in more than one room), select XtraView after selecting package

Click on Generate
Quote

You can change the number of quantity (Qty.) by selecting edit. In addition, you can use the delete button
to delete items from the basket. Click on Generate Quote. This action creates a unique quote number that
the customer can use as reference number.

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Once you have generated the quote, the Quote Generated screen appears.
Click the Send button to send a copy of the quote created to the customer by email or SMS.

On the same screen when in the Service Centre, you can use the above options to:

➢ Print Quote and hand it to the customer
➢ You could use the Pay Now option if the customer is only purchasing serialised and non-

serialised items
➢ If the customer still wants to consider the quote, you can select Save Quote. Note that

the quote is valid for seven days
➢ Where subscription forms part of the quote, you need to select the Create Customer

button

A pop-up screen will appear asking you whether you would like to create a customer account. If

“Yes” is selected, the system will direct you to the Create Residential customer screen.

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Activate Account

When creating a new customer, you will need the following:
1. Customer’s ID number or Passport number (a copy of for Service Centres & Agencies)
2. Physical address where the equipment is installed (proof of physical address for Service
Centres & Agencies)
3. Contact details like cell phone numbers, home telephone number, work telephone
number and e-mail address
4. Payment method information, e.g. bank details if the customer will be paying via debit
order
5. Device serial numbers (decoder and smartcard if applicable)

Never work on your own account; MultiChoice employees; relatives; friends;
partner or anyone close to you unless you are given the authorisation to do so by
your Manager

Points to remember when activating the customer’s account:

1. You can only activate the customer’s account once they have paid the amount due
(remember this is a pre-paid service) AND the payment reflects on Clarity

2. Cash paying (direct deposits / EFT) customers need to be advised of the 2 hours maximum
turn-around-time for payments to reflect on the system

3. Debit order paying customers’ bank account will be debited the next Invoice Profile day.
The customer should be advised of loading an Ad Hoc debit order for any added services
before debit order collection date

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Create a Residential Customer
When you select Create Customer at the end of the Create Quote process, the action initiates the
Create a Residential Customer process.

1. The customer needs to Accept the Terms and Conditions before you can proceed with creating
customer’s account.

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Complete ALL mandatory fields with the customer’s information. If you input the customer’s
basic information during Create Quote process, this information is pre-populated at this stage.

Address Information
You need to type in the street name and the address will be populated. Then select the correct
option. Once you select ALL other information pre-populates except for the Street Number, this
you should manually complete.
Once you have typed in the street number, click the Submit button

Where the address cannot be found, or the address cannot be validated:
✓ Politely request the customer to spell the street

✓ For street numbers that are out of range, capture up to the last number in
the range, validate the address, then change the house number after the
address has gone through validation

✓ Should the street address still not be found, you can override the address
only at street level

✓ In instances where the suburb & city are not found, these cases should be
escalated to your Team Leader to verify & override if necessary

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Method Of Payment

Confirm method of payment and payment day (IP day) with the customer. Where the customer
chooses the Debit Order option, then complete the banking details in the fields as shown below.

Note:
Debit Order is our preferred method of payment
(MOP).

The method of payment on the General account should default for other financial accounts. e.g.
BoxOffice & Holiday home.

Points To Remember During The Initial Activation

1. Debit order paying customers’ bank account will be debited the next invoice profile day

2. Cash paying customers are advised to make the necessary payment within 48-hours of
the account activation (remember there is a 15-day grace period)

3. When loading the bank details, the universal branch code of the five major banks will
auto-populate the relevant fields on Clarity e.g. ABSA, 632005

Household Member / Authority Delegation Information

The customer has the option to nominate Household Member/s and give them the authority to
transact on the customer’s account. When the customer nominates a household member, you
need to complete the related required fields.

1. Household member with authority to transact – the household member can make updates
/ changes that have a financial impact on the customer’s account

2. Household member without authority to transact - the household member cannot make
any financially related requests on the customer’s behalf

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Once ALL required fields are completed, click Submit.

Click Save Customer after completing household members

Account Holder
✓ Has full access to the account
✓ Is the only one that can change the account holder’s personal details

Authority To Transact
✓ Can do anything on the account, except changing the account holder’s personal details
✓ Almost full access to the account e.g. can do any financial transaction on behalf of the
account-holder

Household Member
You only assist them with:

✓ Box Office movie/s paid for but not received
✓ Technical queries where the account must be accessed to assist the requester

Someone With No Authority To Transact
✓ Only assist with the clearing of error codes from the Quick Fix Error Bar. Only the
smartcard number required

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Non-Accredited Installer
✓ Are treated as normal customers no special treatment must be given to a non-accredited
installer, no exceptions!
✓ Must obtain written or recordable permission from the customer to transact on their
behalf, even if it is for non-financial transactions
✓ The name of the installation company, their contact details and the name of the
technician transacting on the customer’s behalf must be captured on Clarity by adding an
interaction or uploading a document with the details

DStv Accredited Installer
Any DStv Accredited Installer calling the Contact Centre must be encouraged to use the following
touch points in the order listed below:

✓ Field Services Installer Application
✓ Contact their Regional Technician on a cell phone or via email
✓ Contact Field Services support team
✓ Contact Installations Support Manager
✓ Contact Field Services Manager

Any DStv Accredited Installer refusing to use any of the above touch points must be treated as a
non-accredited installer and the above Non-Accredited Installer rules or processes will apply.

Contact Field Services support team:
[email protected]
(011) 348 5000
Operating Hours:
Monday – Saturday 08:00 – 19:00; Sunday & public holidays 09:00 – 16:00

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• 3rd party cannot open a new account on behalf of the customer
• An exception is made in cases of Accredited DStv Installers however you must

verify the Installers accreditation details before you continue to open a new
customer account. Then load the accreditation number and the Installer
Company name in your interaction

Activation Process & Work Instructions

First confirm who you are speaking to i.e. the customer, 3rd party or an installer. Confirm if the
decoder has been installed. If the decoder has not been installed advise the customer / installer
to call back once installation is done. Only at that point can we assist with activation and confirm
viewing. Activation should be done after installation as billing starts at the point of activation.

If the decoder has been installed proceed with the activation. Confirm if the customer has a DStv
account. If yes, access the account, complete the verification process and assist with the decoder
activation.

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If the customer does not have a DStv account verify if the customer has read and accepted the
subscriber T’s & C’s (available in the box the decoder is received in and on the website
www.dstv.com (https://www.dstv.com/topic/terms-and-conditions-20151110).

If the customer has not read the T’s & C’s, advise the customer to call back once they have read
them. If the customer accepts the T’s & C’s begin the account activation.

Verify if the installer is accredited or not. If the installer is not accredited request to speak to the
customer for them to accept the T’s & C’s. If the installer is accredited request his / her
accreditation information for record purposes. Once the customer has accepted the T’s & C’s
capture the customer information on Clarity. Although an installer or 3rd party can assist the
account holder with activation, only the account holder can accept T’s & C’s.

Click on Get Connected and select Create Residential Customer. The system will prompt for you
to accept the T’s & C’s. Click on Accept.

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Capture the customer’s personal details and then click on Submit

Capture the payment details and click on Save Customer. Offer debit order as the 1st option for
method of payment

The system will now take you to the Add Devices and Packages screen. Capture the decoder
serial number in the slot titled Smartcard and Device Number then click on Add.

The smartcard number will pop up. Ask the customer to read out the smartcard serial number

and verify it against what is on the screen as each decoder comes paired with a smartcard (silicon
protection). If they don’t match please reconfirm the decoder and smartcard serial number. Then

click on Yes.

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Select the decoder by clicking on the dropdown titled Activate Packages
Select the package/s the customer would like to activate from the list. Inform the customer of the
monthly cost linked to the relevant package/s

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An Activation Summary will come. This gives you the opportunity to confirm the device serial
number and if you have selected the correct package/s. Click on Activate

Inform the customer that the service is active and request them to confirm viewing on their side.
Give the customer their customer reference number. It is next to their name and surname

Go to Amount to Pay

Inform the customer about the pro-rata amount due cash within 24 hours and the monthly
subscription. Assist with info on our various pay points and punt self-service, connected service,
DI, etc.

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 3
Maintain Account

Topics
 Update Customer Information
 Amount Owing
 Payments

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Update Customer Information

We need to be in constant communication with our customers. It is important to ensure that all
our customers’ contact details are correct. The customer details are updated every 30 days also
referred to as database cleanup (DBC).

Information that should be updated:

✓ Work, cell phone and home telephone number details
✓ E-mail address
✓ Preferred language of correspondence
✓ The entire DBC segment must be in the correct language e.g. if the customer’s preferred

language is Afrikaans, then the entire address must be in Afrikaans
✓ All accounts must have a residential address e.g. if a postal address is loaded on the

customer screen, ask the customer for the residential address details

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Update Customer Information Process & Work Instructions

Access the account using their ID, customer number, smartcard, email or cell phone number. The
customer needs to verify the existing information (Full CPA).
If the ID and / or Surname has changed, the customer needs to visit the nearest walk in centre
with their Identification document. Advise the customer where they can go.

Then click on Edit Customer Information (under Manage customer) and update the customers
details accordingly

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Confirm what you have captured with the customer then scroll to the bottom of the page and
save what you have captured

Advise the customer of any overdue balance, active DI on a decoder with no services and market
self-service, debit order, commercial targets depending on what the customer already has or
doesn’t have.
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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Amount Owing

Amount Owing Process & Work Instruction

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

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Go to Manage Viewing to check which package is linked to the smartcard and the status of the
smartcard.
If the status of the smartcard is on disconnected, the quote given will only be for the overdue
balance (to settle the account balance). If the status of the smartcard is on disconnect pending
reconnect, the quote given will include the over-due balance, reconnection fee and pro-rata for
current viewing (if the balance is requested within 5 days of the IP date, it will also include
forward billing).

Check the customers IP date. This will assist with breaking down the quote and giving the
customer information regarding when they need to pay every month. Click on Manage Account,
then Edit Payment Details

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On the top right had corner, click on Amount to pay

Below is the screen you would get on Amount to Pay if the status of the smartcard is on
Disconnect. The balance here is just to settle the overdue amount

To get the balance for reconnection when the status of the smart card is on disconnect pending
reconnect, you need to go to Manage Viewing, click on Reconnect, select the smartcard in
question, click on OFF (it will turn Green and switch to ON)

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Click on Quote (on the bottom right hand side of the page), the system will generate a quote of
the amount due to reconnect the smartcard/service in question.

Break down the amount due to the customer (there may be more than one Financial Account e.g.
Holiday Home, Box office, Residential), advise what the amount due is for (e.g. Overdue balance,
pro rata from when to when, forward billing) and when is it payable / due.
Inform the customer of pay points and payment details. Offer debit order and punt on 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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Payments

Payment Options

We offer various ways that customers can use to pay their DStv subscriptions. These options are
ranked to meet the business objectives and convenience for our customers. The rankings are
based on how as a business we would like you to sell / promote each method based on the
benefits it offers.

The business objective is to increase the number of debit order paying customers. Therefore, it is
expected that you promote debit order payment to all the customers not yet on debit order,
especially with all new account activations.

Priority MOP Benefits

1 Debit Order • DStv Compact and Compact Plus subscribers get access to Showmax at a
discounted rate
Smart EFT -
Payment Link • The customer can align their IP day with the salary date to ensure they
2 never miss a payment
Via SMS or
MMS • Convenient, customers don’t have to go and queue to pay their
subscription
Internet
3 Payment • They can rent BoxOffice on credit and pay on their IP day
• They don’t have to carry cash
(EFT) • There is no limit on the debit order amount you can capture on CLARITY
• The link is sent to the customer which provides them with their relevant

account information and the total amount due
• There is no risk of un-allocated or misallocated funds
• Real-time payments
• Auto-reconnection on receipt of payment (if selected on CLARITY)

• DStv is a registered beneficiary with all the major banks therefore, all
payments made using the registered beneficiary account are processed
in real time

• Customers can make BoxOffice top-up payments
• Customers can pay at the comfort of their own home
• They can schedule recurring payments

o Remind the customer to update the amount after every price
increase

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Priority MOP Benefits
Walk-in- • Real-time payments
4 Centres / • Auto-reconnection on receipt of payment
Agencies
5 Direct • Real-time payments
6 Deposit • Auto-reconnection on receipt of payment
7 ATM
8 USSD (Bank
9 Specific)
10 QR Code
Credit Card
Retail Stores

More On The Debit Order Option

A debit order is the most convenient way of ensuring payments are made without the customer
having to queue at different pay points each month just to honour their instalments / payments.

• Remind the customer that they will need to make the 1st subscription
payment at any of the other pay point as the first debit order will only
collect from the next IP day

• Another option would be to load an ad-hoc debit order for the customer
for the pro-rata amount in cases of reconnection, upgrades etc.

Setting Up A Debit Order

Customers who bank with any of the South African banks can set up a debit order. Customers have the

following options for setting up the debit order:

✓ Self-Service http://selfservice.dstv.com for Debit & Credit card debit orders
✓ SMS “DEBIT” to 32445 and MultiChoice will call the customer back to help them set up

the debit order (SMS costs R1.00)
✓ Visit the nearest DStv Walk-In Centre
✓ Send an e-mail to MultiChoice
✓ Call the Contact Centre

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Information Required For Capturing A Debit Order

The following information will be required when capturing a Debit Order:
➢ Name of branch and / or branch code
➢ Bank account number
➢ Account holders name
➢ Preferred date for the debit order deduction

Where the customer’s account is paid by a 3rd party, these documents need to be faxed or e-
mailed to MultiChoice:

➢ Proof of banking details
➢ A certified copy of the bank account holder’s ID
➢ Signed authority to debit Form

When a company is paying the MultiChoice account on behalf of a private individual, the
following original documents are required and must be taken to the nearest DStv Service Centre
or Agency:

➢ A letter documented on an original corporate letterhead authorising payment via the
company on behalf of the private individual concerned. The letter must:
• Include the banking details of the company
• Be signed by an appropriate representative of the company, including the
name and details of the authorising person within the company

The authorising person cannot be the same individual on whose behalf the account is paid
e.g. if the customer is the owner of the company, the letter must be signed by the
accountant

Account Holder Verification (AHV)

To minimise fraud and comply with legal requirements, MultiChoice employs the bank account
holder verification process. When the new debit order is captured or an existing debit order
details are edited, CLARITY sends the following customer details for verification to an external
company to facilitate the verification process on our behalf:

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➢ Customer’s ID number
➢ Banking details

• Bank
• Bank branch
• Account number etc.

The following banks’ accounts are automatically verified in real time:

AHV only works if the MultiChoice customer and the bank account holder (payer) are the same.
When the customer changes the method of payment from cash to debit order, MOP will stay
Cash on CLARITY up until AHV is compliant where after the MOP will change to Debit order.

AHV Override

Where customers do not bank with any of the above-mentioned banks, their accounts must be
manually overridden by the Team Leader. The following documents are required for Account
Holder Verification manual override and must be faxed to (011) 577-5946 or e-mailed to
[email protected]:

➢ Proof of banking details (latest bank statement or Bank stamped letter)
➢ A copy of the customer’s ID
You will need to upload these documents on Clarity before the Team Leader can approve the AHV
override.

AHV Non-Compliant

In the event of non-compliance, (customer details are not accepted or verified), the customer is
notified via SMS to supply MultiChoice with the same documents mentioned above, for us to
override AHV manually. The same process will be followed by the Team Leader to upload the
documents and then manually override AHV.

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Ad-Hoc Debit Order Payment

The ad-hoc debit order is a once off debit order where the customer can make payments. It is
available for Residential accounts. This option can be used in cases where customers:

✓ Upgrade their services and want to pay the pro-rata amount
✓ Pay the outstanding amount on the account

You can load an ad-hoc debit order where a quote has been raised on the account in the

following instances:

✓ Both cash (debit order details loaded will have to go through AHV) and debit order paying
customers

✓ For existing debit order paying customers, you must use the existing debit order bank
account details on CLARITY

Ad hoc debit order maximum limits:

➢ R 17 000 for Residential accounts
➢ R 50 000 for Commercial accounts
➢ Any limit above this will have to be approved by the Team Leader

Remember the cut off times for the ad hoc debit order submissions

Weekdays Weekends Public Holidays

Saturday Sunday

AHV Verification 13h00 10h00 Next Business Day

Submission to Bank 15h00 12h00 Next Business Day

*Only once AHV compliant

Unpaid Debit Orders

➢ When payment could not be collected (unpaid reasons provided), MultiChoice will
reverse payment on Clarity

➢ For any unpaid debit order, there will be a reason code for the non-payment

➢ You can view the rejection reason for the unpaid debit order

➢ Most common EFT direct / distribution rejection reasons

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The numeric code will be in the field DUD-REJECTION-REASON of the UNPAID TRANSACTION
DEBIT / CREDIT

Code Description Of Rejection Reason
002 NOT PROVIDED FOR
003 DEBITS / CREDITS NOT ALLOWED TO ACCOUNT
004 PAYMENT STOPPED
012 ACCOUNT CLOSED
018 ACCOUNT HOLDER DECEASED
026 NO SUCH ACCOUNT
030 CLIENT DID NOT AUTHORISE DEBIT
899 DISTRIBUTION UPFRONT REJECTION

➢ After two failed debit order collections, the customers’ method of payment will revert to
cash in Clarity.

Access Self Service to read more on debit orders and how to pay
https://selfservice.dstv.com/how-to-pay

Smart EFT / Payment Link SMS Or MMS

When a customer receives a SMS or MMS from us regarding payment due, they will notice a link
at the end of the message. A customer simply clicks on this link to make an instant payment.

Dear DStv customer. 100
We've not received 2018/10/26
payment for your DStv
Price Lock account. Your
outstanding balance is
R923.50 and is due
before XX/XX. Please
make payment or we
will be forced to
disconnect your service.
Click here
https://payat.io/qr/?txn
=01,1137476060271 for

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