1.1 About FoxChat
FoxChat is a messaging service available to our customers via SMS, in-app messaging (through the MyFoxtel app), web messaging and Apple Business Chat on the Zendesk system.
The benefits of FoxChat for our customers include:
- ease and flexibility to contact Foxtel
- continuous messaging service
- no waiting on hold for a response
- customers can continue on with their day and respond when they are ready.
Enquiry types
FoxChat handles the following enquiry types:
- TV and broadband change
- TV and broadband billing
- TV and broadband sales
- TV technical
- TV collections
- sales support
- sales completion.
Foxtel Rewards in-app messaging
Foxtel Rewards is Foxtel's loyalty program that provides rewards to customers based on their tenure. Diamond customers (with a tenure of over 15 years) are provided with a VIP service that gives them priority routing via voice and in-app messaging through the MyFoxtel app.
For more information on Foxtel Rewards, see Overview - Foxtel Rewards.
1.2 Contact types
FoxChat is available on 3 different platforms. Customers can contact us any time it suits them through the Foxtel website, the MyFoxtel App or SMS.
This is different to IVR deflection, so there are key differences between the messaging platforms:
| Feature | SMS | In-app | Web |
|---|---|---|---|
| SMS charges* | |||
| Self-service options | |||
| Flag messages as urgent | |||
| Able to use overseas* | |||
| Download required | |||
| Log-in required |
IVR deflection
When a customer calls Foxtel with an applicable enquiry, the IVR will request the customer continue to talk with us via SMS ("Our dedicated messaging team is standing by to assist you via SMS! It's easy to get started, just press 1 now and we'll send you an SMS with instructions"). When a customer is offered to contact us through FoxChat, a note will be placed on the customer's account in CORE noting whether the customer has accepted or declined. Note: If the customer wants to speak with an agent over the phone, the IVR will advise the customer to stay on the line after the message.
If a customer does choose to talk with us via FoxChat, they will receive an SMS with instructions on how to get in contact with Foxtel via text message. The customer can then reply to the SMS to get started.
IVR deflection examples
The IVR will offer the customer to contact through messaging if their enquiry is related to:
account balance
- direct debit (including add, remove, fail or general enquiries.)
- general account information
- billing disputes
- payment information (including payment options, making a payment, missing payments or refunds.)
- equipment returns
- magazine enquiries (including not yet received magazines.)
- payment extensions
- overdue account information
- package pricing details
- package upgrade/s or downgrade/s
- equipment information (including features, pricing, upgrade/s and ordering.)
- programming information.
MyFoxtel app
The customer starts a conversation by accessing the Support section of the MyFoxtel app and then selecting Message Us.
Web messaging
The customer starts a conversation on the Foxtel website by clicking on the speech bubble icon available on any Foxtel website page.
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2. FoxChat rules
2.1 Business rules
General business rules
The following business rules must be followed by all FoxChat agents when messaging a customer:
- do not request the customer to call Foxtel - aim to action all requests for the customer in messaging (if you can't action a request yourself, try to have it actioned for the customer)
- for existing customers, do not take any payments or ask customers for their bank account, credit card or debit card details via messaging (direct customers to use self-service options to make a payment or update payment methods). For new customers, use the CORE PCI compliance process.
- customers can add or remove an authorised contact when using Web Messaging only, this cannot be done via SMS
- confirm the customer's correct details (email address or address) when sending information (including fulfilment items or change declarations)
- when the customer requests to be contacted by phone, you must log in to the Amazon Connect Agent Desktop (see Training - Amazon Connect Agent Desktop) and follow the making an outbound call requirements (see Overview - call best practice).
Beginning a conversation
When a FoxChat agent begins a customer conversation they must:
- check how the customer is messaging
- if the customer is transferred, review previous messages to gather information from the previous agent and see what has already been discussed
- check the conversation summary for key notes and to determine whether the customer has already been verified
- respond to the customer's message within 5-10 minutes.
Processing a customer's sale
When discussing or processing a sale for the customer, FoxChat agents must:
- use the offer sheet to determine the best offer for the customer
- follow the new sale (see Procedure - new sale (TV, broadband and home phone) process in CORE
- send the sales declaration to the customer from CORE.
Changing a customer's package
When discussing or processing a package change for the customer, FoxChat agents must:
- where appropriate, use NBA to recommend an offer. Only pitch NBA's top recommendation, and select 'Maybe later' while waiting for the customer to respond.
- gain customer consent to proceed before processing a package change
- email sales declarations to the customer, and confirm the customer's email address before processing any changes
- use the messaging change scripts after processing a package change (see Change declaration scripts)
- if the customer is moving home, confirm the customer's new address in FoxChat
- call customers wanting to process a COAH (Change Of Account Holder)
- refer customers to self-service options to complete a broadband and/or home phone upgrades (this cannot be processed via messaging).
Changing a customer's package from old to new P&P
If the customer is changing from old to new P&P (Pricing and Packaging), FoxChat agents must:
- advise the customer that the changes may result in them losing bonus content and refer them to the current package structure and channel inclusions on the Foxtel website.
- use Compare channels on Foxtel TV, Foxtel Now and Foxtel GO (see Compare channels on Foxtel TV and Foxtel apps) when referencing the channels to ensure that you are using the correct channel names, as per the Foxtel branding
- gain the customer's consent to proceed before processing a package change
- email the sales declarations to the customer, and confirm the customer's email address before processing any changes
- use the messaging change scripts after processing a package change.
Handling a disconnection enquiry
- We do not process disconnection requests via Chat or SMS. If a customer requests this, use the quick text to explain that they will need to call 131 999 if they want to disconnect, alternatively you can help them review their package and discuss any options to right-size their package using NBA.
- Advise the customer of the Retention opening hours (for more information, see FoxPages directory - Foxtel departments).
Important: In exceptional circumstances (e.g. customers who are unable to call us due to disability - deaf/hard of hearing), agents should enquire why they want to disconnect and offer to look at options including right-sizing their package and any available offers using NBA. If the customer declines offers or the agent is unable to save, a disconnection must be processed by the Chat or SMS agent. Speak to your Team Leader if you're unsure of whether you should disconnect. Always leave a CI note in CORE with the Chat ID to confirm why a disconnection was placed.
Assisting a customer's technical enquiry
When assisting a customer with their technical issue or enquiry, FoxChat agents must:
- launch Zendesk on all technical enquiries
- use messaging prompts in Zendesk if available
2.2 Offer rules
Due to marketing guidelines enforced by the Australian government, customers must have the option to opt out of marketing and/or receiving offers from Foxtel. Although the customer is communicating with Foxtel via SMS, this does not mean that they have given consent to receive marketing information and offers from Foxtel.
Opting out of marketing
When a customer receives the welcome SMS script through FoxChat they will be provided with the following option:
'To opt out of SMS marketing communication at any time, reply with 'opt out'.'
If the customer responds to the text with 'opt out', you must update the SMS marketing preferences in CORE (see Procedure - update customer marketing preferences). If the customer opts out of marketing, you should confirm that they agree to continue with their conversation with you via SMS. You can refer to Predefined Content to position this. Note: If the customer has opted out of either Special offers from Foxtel or SMS marketing notifications, you will not be able to present an offer to them as they have opted out. The customer would need to opt back in to Special offers from Foxtel and SMS marketing notifications in order to discuss offers. You can refer to Predefined Content to position this.
Change offers
If the customer has opted in to marketing, then certain offers can be presented to customers in the following scenarios:
- the customer has contacted Foxtel to upgrade their package or STB (Set Top Box) and has asked about pricing and offers, or has asked for a discount
- the customer has contacted Foxtel to downgrade their package due to value, cost or affordability
- the customer has contacted Foxtel to query their bill due to a recently expired offer
- the customer's account is overdue and they mentioned that they are struggling with cost.
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3. Having conversations
3.1 FoxChat tone of voice guidelines
FoxChat agents should adhere to the following guidelines to achieve the right tone of voice when messaging customers:
- manage customer expectations - it's okay to tell your customer that you'll be with them in a specific period of time
- use predefined content, where applicable
- keep messages short and to the point (they must relate to the customer's enquiry)
- use correct spelling, punctuation and capitalisation
- spell out numbers that are less than 10 (e.g. one, two, etc.) and use numeral (e.g. 11, 12, etc.) numbers when the number equal or exceeds 10
- write dates as a numeral for the day., spell out the month and user a numeral for the year (e.g. 31 January 2019)
- keep the language conversational and natural and use every day words
- increase formality when dealing with an angry customer or a severe issue
- only message the customer once they respond to your previous message
- try to resolve the customer's enquiry in as few messages as possible (don't message back and forth unnecessarily)
- explain messaging to the customer, ensuring they have an understanding and to set customer's expectations
- ask up to 3 questions in a single message to avoid multiple messages and increase efficiency.
3.2 Useful links
The following web links can be sent to the customer to assist them with their enquiries.
| Description | Customer web link |
| Understanding My Bill | Understanding my bill |
| Broadband pricing and sign up | http://fox.tl/bbupgrade |
| Broadband support | http://fox.tl/BBSupport |
| Coming Soon | http://fox.tl/comingsoon |
| Create a Foxtel ID | http://fox.tl/ID |
| Deceased Estate | http://fox.tl/b |
| Returning My Equipment | Returning my equipment (foxtel.com.au) |
| Foxtel Boxes | Foxtel boxes |
| Foxtel Rewards | Foxtel Rewards |
| Foxtel channels and packages | http://fox.tl/packs |
| Foxtel Go features | http://fox.tl/go |
| Foxtel Now | http://fox.tl/now |
| Foxtel Now Box warranty form | http://fox.tl/now-warranty |
| Foxtel Now support | Foxtel Now Support |
| Help | http://fox.tl/help |
| My Account login page | http://fox.tl/myaccount |
| Multiscreen | Multiscreen |
| Pay a bill | http://fox.tl/pay |
| Payment options and fees | http://fox.tl/payoptions |
| What's On Demand | http://fox.tl/whatsondemand |
| What's On Foxtel | https://www.foxtel.com.au/watch/all.html |
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4. Scripts
4.2 Retention declaration scripts
4.3 Billing declaration scripts
4.4 Collection declaration scripts
4.1 Change declaration scripts
Agents must use these change declaration scripts to ensure that customers understand all changes being made to their account. Important: Agents must discuss changes (e.g. pricing, packages and inclusions, offers, etc.) and gain the customer's consent before using the declaration scripting.
Mandatory declaration
Once a package change has been made to a customer's account, agents must include the following script at the start of their next message to the customer:
Here is a summary of the changes. You will receive an email outlining: your package and equipment details, once off fees and offers.
As of [insert date] we've...
Conditional declarations
The following conditional declarations must be sent to the customer to outline the relevant changes that have been made to the customer's account.
| Change | Declaration script |
|---|---|
| Components have been added to the customer's account | Added: Component [name] |
| Components have been removed from the customer's account | Removed: Component [name] |
| An offer(s) has been added to the customer's account | Offers added today: Offer [name] |
| Once off fees (NRCs) have been added to the customer's account | Once off fees: Fee [amount] |
| A SIK is being sent to the customer | Self-Install Kit will be sent. |
| There has been a change to the customer's monthly cost | New standard monthly cost when all offers have ended: [amount] p/m |
Change declaration script examples
The following examples are for change messaging summary scripts where a change has been made to the customer's account.
Example 1
A customer has requested to upgrade to an iQ4 with a SIK. (Self Install Kit)
Contract declarations
The following contract declarations must be sent to the customer to outline the contract terms in addition to the change declaration scripting. Important: All declaration scripting must be sent to the customer.
| Contract description | Declaration script |
|---|---|
| Length of contract (e.g. 12 months) | New contract term: [duration] |
| Date contract commences (e.g. 9th August 2019) | New contract commences from: [date] |
| Early Termination Fees | Cancelling before the end of your contract term will result in an Early Termination Fee of $300 for TV. This fee will decrease by equal instalments each month that you remain on your plan. Minimum cost of package (e.g. $984.00) |
| Minimum cost of package (e.g. $984.00) | Minimum cost of your package based on your new contract term: [$ amount] This includes one off costs, monthly fees and assumes your services remain unchanged. |
4.2 Retention declaration scripts Important: Only selected agents can handle retention enquires. If you are unsure whether you should handle a retention enquiry, speak to your Team Leader.
Agents must use these retention declaration scripts to ensure that customers understand all changes being made to their account.
Mandatory disconnect scripts
Agents must ensure the customer is aware of their service disconnection date and advise whether the customer's equipment needs to be returned. The following scripts must be sent to the customer:
Disconnect date script
Your service will be disconnected on [insert date].
Conditional declarations
Agents must use the below scripts depending on the customer's situation and outcome. Scripts can be copied and pasted into Zendesk.
Disconnect account scripts
Marketing update Important: Before completing a disconnection order, agents must check the customer's marketing preferences. Once a disconnection order has been placed, the customer's marketing preferences cannot be changed.
| Scenario | Script |
| the customer is opted into marketing | Foxtel and our partners may keep in contact with you with marketing communication. To opt out of these communications reply with 'opt out'. For more info reply to this message or go to http://fox.tl/contact. |
| the customer is not opted into marketing | no messaging required. Agents must not attempt to opt a customer back into marketing consent via messaging. |
Disconnecting an account with outstanding fees owing
| Scenario | Script |
| the customer is messaging via SMS |
The balance owing on your account is [amount], and payment is required to avoid any further collection activity. Here are some easy ways to pay: 1. Use the MyFoxtel app https://www.foxtel.com.au/my-foxtel/billing 2. Login to My Account at http://fox.tl/myaccount 3. Visit Pay My Bill at http://fox.tl/pay |
| the customer is messaging via MyFoxtel app or web messaging | The balance owing on your account is [amount], and payment is required to avoid any further collection activity. You can click this link to pay through the app https://www.foxtel.com.au/my-foxtel/billing |
Disconnecting an account with direct debit details
| Scenario | Script |
| the customer is under contract | Your direct debit details will remain on the account to cover any outstanding pay per view, contract or equipment fees after disconnection. |
| the customer is not under contract | Your direct debit details will remain on the account to cover any outstanding pay per view or equipment fees after disconnection. |
Disconnecting an account under contract without direct debit details
| Scenario | Script |
| the customer is messaging via MyFoxtel app |
Your final invoice will include any outstanding pay per view or equipment fees after disconnection. You can click this link to pay through the app https://www.foxtel.com.au/my-foxtel/billing |
| the customer is messaging via MyFoxtel app or web messaging |
Your final invoice will include any outstanding pay per view, contract or equipment fees after disconnection. Here are some easy ways to pay: 1. Use the MyFoxtel app https://www.foxtel.com.au/my-foxtel/billing 2. Login to My Account at http://fox.tl/myaccount 3. Visit Pay My Bill at http://fox.tl/pay |
Disconnecting an account not under contract without direct debit details
| Scenario | Script |
| the customer is messaging via MyFoxtel app |
Your final invoice will include any outstanding pay per view or equipment fees after disconnection. You can click this link to pay through the app https://www.foxtel.com.au/my-foxtel/billing |
| the customer is messaging via MyFoxtel app or web messaging |
Your final invoice will include any outstanding pay per view or equipment fees after disconnection. Here are some easy ways to pay: 1. Use the MyFoxtel app https://www.foxtel.com.au/my-foxtel/billing 2. Login to My Account at http://fox.tl/myaccount 3. Visit Pay My Bill at http://fox.tl/pay |
Digital equipment return script
| Scenario | Script |
| CORE advises Equipment Return process and fees... |
To avoid unrecovered equipment fees you'll need to return your box and power supply within 7 days. You'll receive an SMS/email/letter with instructions on how to return. You'll need your account number which is [account number]. For further help visit http://fox.tl/return |
| CORE advises Keep or Return the Equipment... |
As your box is an older model, you don't need to return it and may be able to keep it and use it to reconnect in the future. If you want to return it visit http://fox.tl/ppreturn for instructions. You'll need your account number which is [account number]. |
Disconnecting an account under contract
As you are still under contract you are liable for an Early Termination Fee. This is calculated at $25 per mth remaining on your contract, which is [amount].
Disconnecting broadband only with an iQ3 or iQ4 on the account script
The iQ3 and iQ4 work best when connected to the internet with a minimum speed of 3Mbps. Some features like Start Over, Lookback, Trending, Suggested and On Demand only work with an internet connection.
Save scripts
Cancelling a disconnection request
Confirming your disconnection will no longer be processed and your account will remain on the same package [insert package] and price [amount] for your next billing cycle date [insert date].
Suspending an account
Following your suspension request, the maximum you can suspend your service is 12mths at a time.
We have suspended your service from [insert date] to [insert date] ([amount] months), and there is a $5 per mth fee.
Your service will automatically resume at your current package and price of [amount].
Service move scripts
| Scenario | Script |
| the customer is moving home to a known service address |
Your signal will switch off at your old address on [insert date], and your new address will be connected on [insert date] at [timeframe]. Someone over 18 must be at the address when the tech is there. |
| the customer is moving home to an unknown service address |
Confirming the maximum you can suspend your service is 12 mths at a time. We have suspended your service from [insert date] to [insert date] ([amount] months), and there is a $5 per mth fee. We will contact you via SMS to organise your move, but if we don't hear from you your service will automatically resume at your current package and price of [amount]. |
8 week rule script
As your disconnection is more than 8 weeks away, I can only disconnect the account from [insert date] . If you change your mind you can get back in touch to change the date or cancel the disconnection.
Payment processing duration scripts
Agents should use the below script to advise the customer of potential processing times if the customer pays via BPAY or at the Post Office.
BPAY or Post Office payment duration
BPAY and Post Office payments can take up to 4 business days to reach your account.
4.3 Billing declaration scripts
Agents must use these billing declaration scripts to ensure that customers understand all changes being made to their account.
Billing disputes
| Scenario | Script |
| A billing dispute has been raised and notes on the account support that a credit/offer should have been applied |
I have credited [amount] for the disputed charge and pass this on for investigation. If the charge is found to be correct it will be reapplied to your account and we will contact you by SMS to advise if this happens. Otherwise the credit will remain and will display on your next invoice. |
| A billing dispute has been raised and there are no notes on the account to support that a credit/offer should have been applied | I have passed this on for investigation. Someone will contact you by phone to confirm the outcome of the investigation. |
Restoring account services scripts
Customer is on an RSP (Reduced Services Package) and wants to restore their services
If the customer has paid 50% of their overdue balance and has agreed to pay remaining balance within 2 weeks, advise the customer:
You paid [amount] today and agree to pay [amount] by [insert date].
If payment isn't received on this date your service will return to a reduced package.
Late fees of $15 apply for overdue bills. Part mth charges and any payment processing fees will appear on your next bill.
Customer is on a non-pay suspension and wants to restore their services
| Scenario | Script |
| the customer has paid 100% of their overdue balance |
You paid a $35 reconnect fee today and [amount] by [BPAY/Aus Post] on [insert date]. Your normal service is restored. The [BPAY/Aus Post] payment must be on your account within 2 business days or your service will be suspended and a $35 reconnect fee will apply. Late fees of $15 apply for overdue bills and part mth charges and payment processing fees of [0.7% BPAY or $2 AUSPOST] will appear on your next bill. |
| the customer has paid 33% of their overdue balance and has agreed to pay remaining balance within 2 weeks |
You paid [amount] today and service is back on a reduced package. To avoid further collection activity including full suspension and a $35 reconnect fee, you agree to pay [amount] by [insert date] by credit card. Late fees of $15 apply for overdue bills. Part mth charges and any payment processing fees will appear on your next bill. |
Customer is on a non-pay suspension and wants to extend their payment extension date
If the customer has paid 33% of their overdue balance and has agreed to pay remaining balance by the payment extension date, advise the customer:
You paid [amount] today. I have moved your suspend date to [insert date].
To avoid further collection activity including suspension and a $35 reconnect fee, you agree to make a credit card payment of [amount] by [[insert date].
Late fees of $15 apply for overdue bills. Part mth charges and payment processing fees of 0.25% will appear on your next bill.
4.4 Collection declaration scripts
Agents must use these collection declaration scripts to ensure that customers understand all changes being made to their account.
Collection event scripts
Next scheduled collections event is for TV only
| Scenario | Script |
| the customer is messaging via SMS |
If full payment of [amount] is received before [insert date] you'll avoid your TV service being reduced on [insert date]. Here are some easy ways to pay: 1. Use the MyFoxtel app https://www.foxtel.com.au/my-foxtel/billing 2. Login to My Account at http://fox.tl/myaccount 3. Visit Pay My Bill at http://fox.tl/pay |
| the customer is messaging via MyFoxtel app or web messaging | If full payment of [amount] is received before [insert date] you'll avoid your TV service being reduced on [insert date]. You can click this link to pay through the app https://www.foxtel.com.au/my-foxtel/billing. |
Next scheduled collections event is for broadband and home phone only
| Scenario | Script |
| the customer is messaging via SMS |
If full payment of [amount] is received before [insert date] you'll avoid your broadband and home phone services being reduced on [insert date]. Here are some easy ways to pay: 1. Use the MyFoxtel app https://www.foxtel.com.au/my-foxtel/billing 2. Login to My Account at http://fox.tl/myaccount 3. Visit Pay My Bill at http://fox.tl/pay |
| the customer is messaging via MyFoxtel app or web messaging | If full payment of [amount] is received before [insert date] you'll avoid your broadband and home phone services being reduced on [insert date]. You can click this link to pay through the app https://www.foxtel.com.au/my-foxtel/billing. |
Next scheduled collections event is service suspension
If full payment of [amount] is received before [insert date] you'll avoid your service being suspended on [insert date] and a $35 reconnect fee to resume.
Next scheduled collections event is service disconnection
Full payment of [amount] must be received before [insert date] to avoid your broadband and home phone services being disconnected on [insert date]. If this happens you may not be able to reconnect with the same number and may lose your internet port. If in an nbn cease sale area you may not be able to reconnect to ADSL. A reconnect fee of $99 will apply.
Next scheduled collections event is service referral
If full payment of [amount] is received before [insert date] you'll avoid your account being referred to our collections agency Milton Graham.
Collection account scripts
Services have been disconnected due to collections and no payment has been made
| Scenario | Script |
|---|---|
| the customer has a TV only service |
Ok, you will pay overdue amount of [amount] + $35 reconnect fee on [insert date] by [credit card/BPAY/Post Office] to resume your service. Your next account is due on [insert date] and will include part mth charges and late fee of $15. |
| the customer has a bundled service (TV and broadband) |
Ok, you will pay the overdue balance of [amount] + $35 TV reconnect fee and mth in advance of [amount] on [insert date] by [credit card/BPAY/Post Office]. Your next account is due on [insert date] and will include part mth charges and late fee of $15. You will need to contact Foxtel on 131 999 to connect your Home Phone and Broadband services as they have been disconnected and will not resume automatically. |
| the customer has made a full payment | Your TV [and Broadband] service will resume within 30mins-4hrs. [Your phone service will resume within 48 hrs]. A late fee of $15 is charged when bills are overdue. |
Services have been disconnected due to collections, no payment has been made and the customer has agreed to make a payment
| Scenario | Script |
|---|---|
| the customer's services are on an RSP (Reduced Services Package) |
Ok, so you'll pay [amount] on [insert date] by [credit card/BPAY/Post Office] to resume your service. Once payment is made service will resume within 30mins - 4hrs If payment is not made further collection activity will occur. A late payment fee of $15 will apply to your next invoice. |
| the customer's services are on non-pay suspension |
Ok, so you'll pay [amount] on [insert date] by [credit card/BPAY/Post Office] to resume your service. Once payment is made service will resume within 30mins - 4hrs If payment is not made further collection activity will occur. A reconnection fee of $35 and late payment fee of $15 will apply to your next invoice |
Services are on an RSP, part payment has been made and payment plan entered
You've paid [amount] today and agreed to pay [amount] on [insert date] by [credit card/BPAY/Post Office].
If payment isn't received on the agreed date your service will be suspended and further collections activity will occur, including referral to a collections agency or possible default listing. A $35 reconnect fee may apply.
You will see part month charges on your next invoice and a late fee of $15 may apply.
Services are on non-payment suspension, part payment and been made and payment plan entered
You've paid [amount] today and agreed to pay [amount] on [insert date] by [credit card/BPAY/Post Office].
If payment isn't received on the agreed date your service will be suspended and further collections activity will occur, including referral to a collections agency or possible default listing. A $35 reconnect fee may apply.
You will see part month charges on your next invoice and a late fee of $15 may apply.
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