2. ID verification - Foxtel Now customers
3. Outbound calls
4. Ghost call
5. Call not disconnected
1. ID verification - residential customers
1.2 CORE ID
1.3 The ID process
1.4 Authorised users
1.5 Internal transfers
1.6 Call drop outs
1.7 Multi-factor authenticate and Government ID
1.8 Fraud flag
1.1 Zendesk ID requirements
You will need to complete your privacy requirements using the indicators available in Zendesk. This information can be found in the ticket. Refer to Verify Customer, under the Actions tab, after a call has dropped in:
Key information breakdown:
- Contact name: This will include the customers full name once the account has been verified
- Role: Once verified, this will update to say primary contact
- Verification status: This will be the status of verification completed by the IVR or the agent for this case
- Authentication: Status for customers who have broadband and home phone services and if they have successfully completed the 6-digit authentication
IVR verification outcomes:
Verified by IVR: The IVR was able to identify the customer to 3 points of ID, you will still need to confirm the customer’s full name and full service address:
Not verified by IVR: The IVR was unable to identify the customer based on the information supplied, you will be required to obtain the customers full name, full service address and 2 additional points of ID:
Verified by agent/chat: The customer has since been verified by an agent on a call or chat while speaking with the customer, you will only need to confirm the customer’s full name:
IVR Whisper (inbound call agents only):
When a call drops in you will hear 1 of 2 whisper messages advising of the customer's verification status:
- Fully verified: “Customer is identified”
- Not verified: “Customer is not identified”
When to ID a customer:
| Enquiry | ID requirements |
|---|---|
|
General Foxtel information, including:
|
You do not need to ID the customer as no personal information is being disclosed or discussed. |
| Technical troubleshooting | You do not need to ID the customer if no personal information or account specific information is being disclosed or discussed. |
|
Account information, including:
|
You do need to ID the customer as personal information will need to be disclosed. |
Important: If the customer cannot be fully verified, you can only provide limited information to the caller. You cannot discuss or disclose any personal information (including details of the account).
Personal information:
Examples of personal information include:
- account number
- account balance (including outstanding amounts and written off information)
- payment details and bank or credit card information
- address information
- phone numbers
- names on the account
- package information
- Foxtel contract information (e.g. contract terms and subscriptions).
For various reasons the ID area in Core will often appear blank. Agents should always use Zendesk to inform them of the ID status.
Important: Agents must always check the verification field in Zendesk, even if CORE automatically displays a customer's account, as further verification is required.
If Zendesk is not available for verification when a customer calls Foxtel:
Whether CORE pops a customer's account, or if it does not (and you only have the search screen), the customer must still provide their full name, full service address and 2 additional forms of ID to be fully verified.
1.3 The ID process Important: Due to the COVID-19 outbreak, Foxtel have removed the customer's date of birth to protect the privacy of its customers while staff are working from home.
To ensure we are protecting our customer's personal information, we must ask them for their information and not prompt it. For example, ask 'John, what is your date of birth?' rather than, 'John, is your date of birth 16 March 1979?'
Forms of ID - Foxtel residential customer
To correctly identify a Foxtel residential customer, you will need to confirm the customer's full name, full service address and an additional 2 of the following forms of ID:
- billing address (must include the street number, street name and suburb, state and postcode)
- phone number(s)
- security question and password
- total due on most recent invoice
- last payment made to Foxtel
- email address.
When Foxtel calls a customer
The customer is still required to be identified even though Foxtel has called them. This is to make sure we are speaking to the right person before we disclose any personal information.
| If... | Then... |
|---|---|
| the phone number Foxtel is calling is on their account | the customer will only need to provide their full name, and 1 additional form of ID. |
| the phone number Foxtel is calling is not on the account | the customer is required to provide their full name, and 2 additional forms of ID. |
1.4 Authorised users
Authorised users are placed on the account by the account holder. There can be a maximum of 2 authorised users on an account at any time and they must be over the age of 18.Note: Since the introduction of Multi-factor Authentication and Government ID, authorised users are no longer available on broadband and home phone accounts. Only account holders will be able to discuss and make changes on these accounts after being authenticated before or during the interaction.
(See Overview - Multi-Factor Authentication and Overview - Government ID)
Once their identity is verified, authorised users can:
- make changes to or update payment details. However, payment cannot be made with an account that does not belong to the account holder or authorised contact.
- remove themselves as an authorised contact
- add, remove, upgrade or downgrade STBs and Multirooms
- make package changes and accept offers (exception: if a customer wants to migrate to new P&P this will require the account holder's consent)
- add or remove all home phone extras on a bundle account, including silent line
- enter into a payment plan on behalf of the customer
- negotiable a payment extension on behalf of the customer.
Authorised users cannot:
- take the account holder off the account or change the account holder's contact details (e.g. telephone number, mobile number, email address, etc)
- add or remove a service (e.g. home phone, broadband or TV)
- reconnect or re-contract the account
- add another authorised user
- disconnect services, unless this is due to certain personal circumstances (see Overview - natural disasters, deceased estates and domestic violence).
1.5 Internal transfers
An internal transfer is when the call transfer is coming from another department within Foxtel, not from an external company such as Telstra or iSelect.
Before transferring a call
Ensure you advise the customer that the call is being transferred for additional assistance.
'I'll just need to transfer you to another department who will be able to assist you further. I'll ensure the details of our conversation are noted on your account, so the next agent will know exactly what the call is about. In the event there is a longer than usual wait time, please hold and you will be connected as soon as the next agent is available.'
Receiving a transfer
When you receive an internal transfer, you must verify that the customer has already been identified before completing the transfer. Ask the transferring agent: 'Has this customer been fully identified?'
If you cannot confirm whether the customer has been identified with the previous agent, then you will need to fully ID the customer before discussing account or personal information.
Note: Generally speaking, unless the customer is irate or there is an issue that requires the agent to speak to the next agent and pass on information, then wait times should be 60-90 seconds, after which the agent may cold transfer the call. Always ensure you inform the customer they are being transferred and that their call will be placed in queue for the next available agent. Remember to leave a note regarding the interaction on the account for the next agent.
1.6 Call drop outs
If a call drops out while you are speaking with a customer, you must attempt to call the customer back. If you have not yet identified the customer, you must do so on the callback. Make sure you are following the outbound call requirements and scripting.
Note: You must leave notes on all accounts.
Second call
If the customer makes a call back and reaches a different agent after a call drops out, the second agent must handle the call as a regular call.
1.7 Multi-factor authentication and Government ID
You will need to multi-factor authenticate in addition to ID verifying your customers who have broadband and home phone services. You will need to complete this in Zendesk using the customer's primary mobile phone number.
Note: If the customer does not have an eligible mobile phone number on their account you may need to follow the Government ID process to authenticate the customer to the account.
View the multi-factor authenticate overview article here: Overview - Multi-Factor Authentication
View the Government ID overview article here: Overview - Government ID
1.8 Fraud Flag
a. How to identify a Fraud Flag in Zendesk
In Zendesk, customers with a Fraud Flag will have a red notification displayed in the Customer Alerts section as part of the the account information, which indicates that the account may be at risk of fraud.
b. What is to be done if the customer has an active Fraud Flag?
Accounts with an active Fraud Flag will need to be identified with their full name and full service address plus 2 points of ID as an extra precaution.
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2. ID verification - Foxtel Now customers
Foxtel Now customers have a generic service address (1 Foxtel Now Road, Foxtel PTY LTD, NSW 2001), as the service does not need to be linked to a specific address like Foxtel residential accounts. This means that you cannot use the service address as a form of identification for Foxtel Now customers.
When a customer signs up for Foxtel Now, they are required to enter their full name, email address, mobile number and postcode. Note: The billing/mailing address will include the customer's correct postcode which means that you can use the postcode from the billing/mailing address as a form of identification for the customer.
Forms of ID - Foxtel Now customer Important: Due to the COVID-19 outbreak, Foxtel have removed the customer's date of birth to protect the privacy of its customers while staff are working from home.
To correctly identify a Foxtel Now customer, you will need to confirm the customer's full name and at least 2 of the following forms of ID:
- phone number
- email address
- postcode (for the billing address only)
- date of birth.
Note: The customer's date of birth is not required, however if the customer has provided their date of birth, this can be used as a form of ID.
When to ID a customer
| Enquiry | ID requirements |
|---|---|
| General Foxtel information, including enquiries about products and services not specific to an account | You do not need to ID the customer as no personal information is being disclosed or discussed. |
| Technical troubleshooting | You do not need to ID the customer as no personal information is being disclosed or discussed. |
|
Account information, including:
|
You do need to ID the customer as personal information will need to be disclosed. |
Important: If the customer cannot be fully verified, you can only provide limited information to the caller. You cannot discuss or disclose any personal information (including details of the account).
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3. Outbound calls
3.4 Outbound telemarketing objections
3.5 Lead generation marketing companies
3.1 Making an outbound call
You may be required to make an outbound call when a customer's account needs further investigation. Note: The below information is not applicable for outbound telemarketing calls. See Outbound telemarketing calls for this information.
Outbound call requirements
When making an outbound call to a customer, you must:
- introduce yourself (this includes your first name and that you're calling from Foxtel) and the reason for your call
- advise the customer this call is recorded for quality and coaching purposes and you can opt out at any stage
- complete an ID check with the customer if required (see When Foxtel calls a customer)
For ID requirements when Foxtel calls a customer, see The ID process.
To determine whether an ID check is required, see ID requirements.
For outbound call scripting, use the below script: 'Good morning/afternoon/evening, this is <your name> calling from TCS on behalf of Foxtel. May I speak with <customer's first name> please?
'Just to let you know, this call may be recorded for quality and coaching purposes. You can opt out at any stage.'
The reason I'm calling you today is <insert reason for the call>.
Although I've called you, to protect your privacy I need to ask you a couple of questions. Can you confirm your <insert privacy requirements> please?'
For Outbound Collections scripting, see Collections scripting.
Leaving a voicemail
When a customer is unable to answer your call, you may be required to leave a message (voicemail) on the customer's answering machine.
For voicemail scripting, use the below script" 'This message is for <customer's first name>, it's <your name> calling from Foxtel, please call us back on 131 999. Thank you!'
Important: The customer's personal information must not be left on the voicemail. This includes:
- date of birth
- service address
- contact details (mobile/home numbers)
- email address
- full name (first name only).
3.2 Outbound Technical Support calls
If an issue can't be solved during a call, offer a call back when it is required to resolve the problem.
- Call backs should be scheduled only when necessary
- They must be properly documented in the system
- They should be completed within the promised timeframes
- The aim is to resolve the customer's issue in as few contacts as possible.
Common reasons for call backs:
| Reason | Description |
|---|---|
| Investigations | When additional information gathering is needed to resolve an issue. |
| Collecting Money | Scheduled payment collection at customer's preferred time. |
| Disconnected Calls | When a call drops unexpectedly before resolution. |
| Customer Request | When the customer specifically requests to be contacted at a certain time. |
| Information Pending | When waiting on information from other departments or systems. |
| System Unavailability | When systems are temporarily down during the initial contact. |
| Verification Needed | When additional verification or documentation is required. |
| Complex Issue Resolution | When the issue requires multiple steps that can't be completed in one call. |
| Follow-up Confirmation | To confirm that a previously implemented solution is working. |
Business rules for call backs:
- Call backs should only be managed through this process if they fall under the responsibility of Technical Support, Front of House (FOH) agents.
- If the customer call back is due to a complaint, follow the complaint call back process Customer complaints matrix.
- If the account requires ongoing case management, escalate the case Overview - Technical Case Management for TV issues.
Additional Rules:
- All call backs must be scheduled through Zendesk
- Promised times must be realistic and considerate of both business hours and customer needs
- Block specific time in your schedule for making call backs
- Be prepared with all information before making the call
- If a call back will be delayed, the customer should be notified in advance where possible
- Each call back attempt must be documented whether successful or not
- Prioritise call backs based on urgency and promised timeframes
- After three unsuccessful call back attempts, complete the call back as unsuccessful and note the account.
3.3 Outbound telemarketing calls
Outbound telemarketing calls are calls to offer to supply goods or services to our customers and non-customers, or provide information about our products and services. These can be prospects without any Foxtel services, or existing customers to whom we offer to supply additional products and services (e.g. broadband and home phone).
Some outbound telemarketing calls are calls that are generated by leads sent to Foxtel by third-party providers. Third-party providers typically send Foxtel leads when a customer consents to receiving marketing. To be compliant with legal guidelines, all leads delivered to Foxtel must have provided consumer consent to marketing prior to being placed on the dialer. Note: The person receiving the call does not always consent to being contacted by Foxtel directly, but they have provided their consent to being contacted to receive marketing information.
When outbound telemarketing calls can be made
There are rules about how telemarketers can contact people that are set out in the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017. Telemarketers are only able to call during the below times unless the person receiving the call has consented to being called at another time (and Foxtel can provide evidence of this consent).
Telemarketing calls can only be made:
- weekdays between 9am-8pm (local time)
- Saturdays between 9am-5pm (local time).
Information Disclosure that must be provided during a telemarketing call
The following information must be provided as soon as the call begins:
- the given name of the person calling
- that the call is from (or on behalf of) Foxtel
- the call recording and opt-out statement
- the purpose or intent of the call.
Important: As a Business Rule, if disclosures are given prior to speaking with the intended recipient of the call, they must be repeated once speaking with the intended person (e.g. we intend to speak with Mr. Smith, but Mrs. Smith answers the call and receives the disclosures; we must then repeat the disclosures to Mr. Smith once he joins the call).
Purpose or intent of the call
You must advise that the intent is to connect the person receiving the call to Foxtel. Terms you can use include: join Foxtel
subscribe to Foxtel
experience Foxtel.
Suggested scripting:
'I am calling you today with an amazing deal to get you connected to Foxtel.'
'I am calling you today to discuss our latest offer and see if we can get you connected to Foxtel.'
Examples of terms that you cannot use include the following: your number has randomly been selected
we're calling for some feedback about our offers
you've won a prize
I'm calling to get some feedback on your recent Foxtel account.
3.4 Outbound telemarketing objections Important: If the person receiving the call asks for the call to be terminated, or otherwise indicates that they do not wish to continue the call, then you must terminate the call.
See the table below for accepted responses to objections to outbound telemarketing. Note: You cannot attempt to overcome these objections further, as it is against the approved regulatory requirements that Foxtel have committed to.
| If... | Then... |
|---|---|
|
the person receiving the call says:
|
ask if you can call back the customer at a more suitable time. |
|
the person receiving the call says:
|
|
| the person receiving the call says 'I'm on the Do Not Call Register (DNCR)' |
|
| the person receiving the call asks where we obtained their details from |
|
|
the person receiving the call says:
|
|
| the person receiving the call wants to make a complaint | see Overview - customer complaints and escalations. |
| the person receiving the call does not want to be contacted by Foxtel |
Remove the person receiving the call from future marketing contact (See Tools and templates). |
Information to be provided upon request
There is specific information that you must provide the consumer upon request. Note: This information does not need to be provided unless it is requested.
This information includes:
-
the contact details of the employer of the individual making the call (offshore agents only)
- TCS (Manilla, Philippines)
-
the contact details of the business responsible for making the call, including:
- Foxtel
- 131 999.
3.5 Lead generation marketing companies
Foxtel obtains contact information in many ways, including marketing companies which have gained the prospective customer's consent for Foxtel to call them. Prospective customers may opt-in to receiving telemarketing contact from Foxtel via the following ways:
- partner sites (e.g. Dominos Pizza, Ticketek) after a purchase is made
- competition surveys (E.g. Enter your details to win this car.)
- partner phone leads (verbal confirmation that the prospective customer is interested in Foxtel).
Opt-in examples
Below are examples of how a customer would opt-in:
Providing lead generation marketing company details
You should only provide the marketing company details if the customer asks you for this information. Important: Do not proactively offer these to the customer.
Lead generation marketing companies
| Company | Contact details |
|---|---|
| ROKT |
Level 4 152 Elizabeth Street, Melbourne VIC 3000 (03) 9975 4550 |
| Cohort |
Level 20 233 Castlereagh Street, Sydney NSW 2000 (02) 8310 2232 |
| Impelus |
Level 23 100 William Street, Woolloomooloo NSW 2010 (02) 9158 6044 |
|
1 Hacker Way Menlo Park, California 94025 +(61)2 8320 6041 |
Outbound telemarketing scripting
If a customer wants to know how Foxtel obtained their contact details, then read the following script: 'Foxtel obtains contact details in many ways, including information provided by marketing companies. You've probably dealt with these companies in a variety of ways. These can include things like, purchasing tickets, ordering food, completing a survey or entering into competitions. As part of these interactions, these marketing companies have obtained your consent to provide your details onto Foxtel. Please let us know if you would like us to remove your details from our contact list.'
Note: If the person receiving the call wants to be removed from the contact list, see Tools and templates.
If a customer wants to be removed from the contact list, then read the following script: 'I apologise for the inconvenience. I will action your request to have your number removed right away however it may take up to 24-48hrs to be finalised in our systems. Unfortunately, during this time you may still receive some calls from us.'
3.6 Callback option -TV Retention only
A callback option is provided to customers as an alternative to waiting in the TV Retention queue. Customers will be offered this option when the wait times are higher than usual in TV Retention.
a. Callback messages
Below are the callback messages that customers will hear when a callback is offered.
-
Offering a callback message to a customer
"Our team is busier than usual. To hold your place in queue and receive a callback on your current phone number when a representative becomes available, press 1. To receive a callback on a different number, press 2. To remain in queue and continue to wait simply hold on the line."
-
If the customer accepts the callback request
-
If the callback is already scheduled and customer calls back in
Note: The call will terminate after playing this message if the customer accepts a callback.
Important: Only one callback attempt will be made to the customer who has requested a callback.
b. Identifying a callback
An incoming callback will be marked as 'Callback incoming" in AWS. You are required to click on 'Accept call' to begin. It is mandatory to verify the customer even though Foxtel is calling the customer. For ID verification, refer to task 1.
Note: If the agent rejects the call, it will be transferred to the next available agent. If the agent does not click on either 'Accept call' or 'Reject call' within 10 seconds, it will appear as a missed call and the callback will go the next available agent. All rejected or non-answered calls will be reported.
c. Callback requirement - Agent scripting
When a callback is attempted, you must follow the process outlined below to manage the interaction effectively.
If the customer answers the call
- Introduce yourself (including your first name and that you're calling from Foxtel).
- Complete an ID check with the customer.
Script:
"Hi [customer's first name], this is [your name] calling you back from Foxtel Loyalty, how are you doing?
Before we process, please note that this call may be recorded for quality and coaching purposes.
To continue, could I please confirm your last name and full residential address?
If the customer confirms the details: Thank you for confirming. How can I help you today?
Note: If the phone number you are calling is not on the customer's account, the customer will need to provide their full name, full service address and 2 additional forms of ID. Refer to task 1 for more information.
If the customer does not answer the call
- End the call and be ready for the next call in queue
- Leave a note on the account: "Customers requested callback, however no answer when callback attempted."
If the call goes to voicemail
- Upon hearing the beep sound, leave a voicemail: "This is [your name] from Foxtel, returning your call. Sorry we missed you. If you still need support, please call us back on 131 999. Thanks."
-
Leave a note on the account: "Customer requested callback, callback attempt went to voicemail - message left advising customer to callback."
A ghost call is an incoming phone call with no sound coming from the customers end. To handle this kind of call, use the below scripting:
Start the call as: 'Thanks for calling Foxtel this is (agent name), how may I help you today?'
After 10 seconds of no response 'Hello, I do not hear any kind of response from your end, kindly check if your phone is on mute?
Another 10 seconds of no response 'Since, I'm not hearing any response, if you can hear me, you can reach us at 131 999 or visit foxtel.com.au and chat with us. Again, thank you for calling Foxtel, have a great day.'
For Retention only - Another 10 seconds of no response 'Since I’m not hearing any response, if you can hear me, please note I will attempt to call you back on the number you’ve dialed from. Otherwise, you can reach us at 131 999. Again, thank you for calling Foxtel, have a great day.'
Note: This interaction should not last for more than 20 seconds.
5. Call not disconnected
In some scenarios a customer will fail to disconnect the call even after the issue has been addressed and resolved. Use the below scripting to handle this type of call:
"Hello (customer name), is there anything else I can help you with?"
After 5 seconds of no response "Hello (customer name), since we were able to resolve your concern, I would now disconnect the call since there's no response from your end"
After 5 seconds of no response "Again since I am not hearing any response from your end, I would now disconnect the call. Thank you for calling Foxtel, have a great day!"
Note: This should not last for than 20 seconds from the time of non-response.