Contents
1. Outbound Collections scripting
1.1 Call opening
1.2 Asking for a payment
1.3 Payment processing fees
1.4 Next scheduled collections event
1.5 Collection call summary
1.6 Leaving a voicemail message
1.7 Refusal to complete ID check
1.8 Direct debit
1.9 Equipment recoveries
1.10 SIK/DIY equipment calls
1.2 Asking for a payment
1.3 Payment processing fees
1.4 Next scheduled collections event
1.5 Collection call summary
1.6 Leaving a voicemail message
1.7 Refusal to complete ID check
1.8 Direct debit
1.9 Equipment recoveries
1.10 SIK/DIY equipment calls
This document provides you with the scripts that must be read on every Outbound Collections call. On every Outbound Collections call, you must:
request that the full balance be paid
if the full balance cannot be paid, ask for the outstanding balance or for a part payment
if the customer will not pay on the call, use discovery questions to establish how or when the payment will be made and advise the customer of the next step in the collections process
update the customer's contact details if there is no email address
advise the customer when their service will be restored and pro rate if the full payment is taken on the call
if the customer makes full payment with you, offer to sign the customer up to direct debit for future payments
advise the customer of any applicable fees, including late fees, statement fees (if the payment method is changed), reconnect fees and pro rate fees if the account is paid in full on the call
ensure that you complete the GUI and promise to pay (if applicable), and always leave CI (Customer Interaction) notes on the account
ensure the customer is aware of the next due date.
1.1 Call opening scripting
Good afternoon/evening, this is <your name> calling from Foxtel. May I speak with <customer first name> please?
| If... | Then... |
|---|---|
| you are speaking with the customer | continue below. |
| the customer is not available | leave a message: Message for <name>, please call Foxtel on 131 999. This number is available Mon - Fri 9am - 7pm EST. It is urgent we speak with you as soon as possible. |
Thank you <customer name>.
Please note this call may be recorded for quality & training purposes.
So I can discuss the reason for my call today, could you please confirm your last name and address or date of birth?
The reason for my call is in regards to an overdue balance on your Foxtel account of <$xx>.
1.2 Asking for a payment scripting
We have an obligation to ensure customers with broadband accounts are supported when facing financial difficulties. As part of this obligation, agents must offer the Payment Assistance Policy. For more information, including how to raise a case and scripting, click here.
I can take a payment over the phone for you now by using a credit or debit card. This will ensure that your service is back up and running within 4 hours.
Note: TV and broadband services will resume within 4 hours. Home phone services can take up to 48 hours to restore.
| If... | Then... |
|---|---|
| the customer pays the full amount |
|
| the customer cannot pay the full amount | continue below. |
How much are you able to pay today?
When are you able to make the payment to clear the balance owing?
How will you make your payment?
1.3 Payment processing fees scripting
One-off payments now attract a small payment processing fee. For credit or debit cards this is 0.25% of the payment value, 0.7% for BPAY payments and $2 for payments at Australia Post. If we set up direct debit you will avoid the payment processing fee and $15 late payment fee as your account will always be paid by the due date. You can also save $2.20 a month by changing your bill notification method from paper bill to email.
1.4 Next scheduled collections event scripting
Provided that the full payment of <$xx> is received on your account before <date>, this will avoid:
Examples:
- your TV service being reduced on <date>.
OR
- your broadband and home phone service being reduced on <date>. This will result in your home phone service being restricted to emergency calls only (nbn)/local calls only (ADSL) and broadband speeds being reduced.
OR
- your service being suspended on <date> which means you won't be able to access any Foxtel channels and will incur a $35 reconnection fee to resume the service once the payment has been made.
OR
- your broadband and home phone service being disconnected on <date>. If this occurs, you may not be able to reconnect with the same phone number, and may lose your internet port. If you are in an nbn cease sale area, you may not be able to reconnect to ADSL service. A reconnection fee of $99 will also apply.
OR
- your account will be referred to our external collections agency (Recoveries Corp) if payment is not made by <date>. This may result in a default listing being lodged against your name which could impact your ability to obtain future credit.
Note: If the customer can pay 50% of the outstanding balance, offer a payment plan (see Procedure - Request a flexible payment arrangement in Zendesk) if the customer meets the eligibility requirements.
1.5 Collection call summary scripting
Call 1
Full payment made
<Customer name> you have paid the balance of <$xx> with me today. Your TV/broadband services will resume to the full package within the next 4 hours. The home phone restrictions will be lifted within 48 hours. As your next payment was overdue, you may incur a $15 late payment fee on your next invoice. Your next payment will be due on <next due date>, please ensure that this payment is made on, or before, the due date to avoid any further late payment fees, and/or interruption to your service.
Part payment made
You have paid <$xx> with me today. As the full overdue amount was not paid, your service will remain on the reduced package until full payment is received. You have agreed to pay <$xx> by <payment method> on <date>. Once the payment is made, your service will automatically resume to your full package within 4 hours for TV and broadband. Home phone restrictions will be lifted within 48 hours. A late payment fee of $15 may apply to your next invoice. If payment is not made as agreed, further collection activity will occur, resulting in your service being suspended. Once the service is suspended, a $35 reconnection fee may apply.
Part payment made and entered payment plan
To confirm, you have paid <$xx> with me today, and have agreed to pay the remaining <$xx> on <date> by <payment method>. You are aware that if the payment is not received on the agreed date, then the service will automatically be suspended and further collection activity will occur, including referral to a collections agency and a possible default listing. A $35 reconnection fee may apply. As a result of your service being suspended, you will see part month charges on your next invoice. A late payment fee of $15 may apply.
No payment made
Just to confirm that if a payment is not made by <next event date>, your service will be suspended. Once the service is suspended, a $35 reconnection fee may apply. As the payment was not made prior to the due date, a $15 late payment fee may apply on your next invoice.
If the customer is unable to commit to a payment plan: Please be aware that if payment remains unpaid, further collection activity may occur, including referral to a collections agency and a possible default listing.
Call 2
Full payment made
<Customer name> you have paid the balance of <$xx> with me today. Your TV/broadband services will resume to the full package within the next 4 hours. The home phone restrictions will be lifted within 48 hours. A $35 reconnection fee and a $15 late payment fee may apply on your next invoice. Your next payment will be due on <next due date>, please ensure that the payment is made on, or before, the due date to avoid any further late payment fees, and/or interruption to your service.
Part payment made
You have paid <$xx> with me today. As the full overdue amount was not paid, your service will remain suspended until full payment is received. You have agreed to pay <$xx> by <payment method> on <date>. Once the payment is made, your service will automatically resume to your full package within 4 hours for TV and broadband. Home phone restrictions will be lifted within 48 hours. A late payment fee of $15 and a reconnection fee of $35 may apply to your next bill. If the payment is not made as agreed, further collection activity will occur, including referral to a collection agency and a possible default listing.
Part payment made and entered payment plan
To confirm, you have paid <$xx> with me today and have agreed to pay the remaining <$xx> on <date> by <payment method>. You are aware that if the payment is not received on the agreed date, then the service will automatically be suspended and further collection activity will occur, including the referral to a collections agency and a possible default listing. A $35 reconnection fee may apply. As a result of your service being suspended, you will see part month charges on your next invoice. A late payment fee of $15 may apply.
No payment made
Just to confirm that if payment is not made by <next event date>, then further collection activity will occur, including referral to a collections agency and possibly default listing which could impact your ability to obtain future credit. Once payment is made and service resumed, a $35 reconnection fee may apply. As the payment was not made prior to the due date, a $15 late payment fee may apply on your next invoice.
1.6 Leaving a voicemail message scripting
This is a message for <customer name>, please call Foxtel on 131 999. This number is available Mon - Fri 9am - 7pm AEST. It is urgent we speak with you as soon as possible.
1.7 Refusal to complete ID check scripting
If the customer refuses to confirm their identification information (including date of birth and confirmation of service address):
I understand your reluctance to provide this information, however we do have an urgent message for you regarding your service. To protect your privacy I cannot access your details without obtaining this information, are you able to call Foxtel urgently on 131 999. You can also view our website to validate that this phone number is Foxtel.
1.8 Direct debit scripting
Direct debit failure
This scripting applies for customers who had the direct debit option, but it has been automatically removed as the last 2 months of direct debit payments failed.
Good afternoon this is <your name> calling from Foxtel, may I speak with <customer name> please?
I need to let you know that this call is being recorded for my quality and coaching, and so I can discuss the Foxtel service today, could you confirm your date of birth please?
The reason for my call today is in regards to a balance on your Foxtel account of <$xx>. You did have direct debit set up on your account and we have attempted to take payment from your nominated account, however payment was not successful. As payment declined 2 months in a row we have now removed you off direct debit payment method.
Are you in a position to pay the balance owing with a debit or credit card now? Once payment of the balance owing is made, I can set up a new direct debit for future payment if your card or bank details have changed.
Direct debit benefits
Setting up a new direct debit will save you additional fees, such as the monthly paper bill fee of $2.20 and payment processing fees. It also helps to avoid $15 late payment fees as the account will be paid by the due date every month.
1.9 Equipment recoveries scripting
Good afternoon this is <your name> calling from Foxtel, may I speak with <customer first name> please?
I need to let you know that this call is being recorded for my quality and coaching, and so I can discuss the Foxtel service today, could you confirm your surname and address or date of birth please?
Have you been able to send your old Foxtel unit back to us?
Have you received ParcelPoint instructions (by SMS, email or postal letter) on how to return Foxtel equipment?
| If... | Then... |
|---|---|
| the customer has received ParcelPoint instructions |
|
| the customer has not received ParcelPoint instructions |
|
Equipment recoveries message left
This is a message for <name>. You should have received a notification from Foxtel on how to return Foxtel equipment that is no longer in use.
Could you please return this equipment as soon as possible? However, if you have not received this notification, please call Foxtel on 131 999.
1.10 SIK/DIY equipment calls
Good afternoon this is <your name> calling from Foxtel, may I speak with <customer first name> please?
I need to let you know that this call is being recorded for my quality and coaching, and so I can discuss the Foxtel service today, could you confirm your surname and address or date of birth please?
We recently sent you out a self-install kit, did you end up activating this?
Have you been able to send your old Foxtel unit back to us?
I need to let you know that this call is being recorded for my quality and coaching, and so I can discuss the Foxtel service today, could you confirm your surname and address or date of birth please?
We recently sent you out a self-install kit, did you end up activating this?
Have you been able to send your old Foxtel unit back to us?
| If... | Then... |
|---|---|
| the customer advises they have returned their box | Thanks so much for returning you old box, I will leave notes on your account confirming this. |
| the customer advises they have not returned their box | Glad to hear you've activated the new box. Can you please arrange for the return of your old box to us? If you have a pen handy, I can provide you with a link to book your return online. |
Have you received return instructions (by SMS, email or postal letter) on how to return Foxtel equipment?
| If... | Then... |
|---|---|
| the customer has received ParcelPoint instructions |
|
| the customer has not received ParcelPoint instructions |
|
Top
2. Inbound Collections scripting
2.1 Call greeting and introduction
2.2 Asking for a payment
2.3 Payment processing fees
2.4 Next scheduled collections event
2.5 Call close
2.2 Asking for a payment
2.3 Payment processing fees
2.4 Next scheduled collections event
2.5 Call close
This document provides you with the scripts that must be read on every Inbound Collections call. On every Inbound Collections call, you must:
request that the full balance be paid
if the full balance cannot be paid, ask for the outstanding balance or for a part payment
if the customer will not pay on the call, use discovery questions to establish how or when the payment will be made and advise the customer of the next step in the collections process
update the customer's contact details if there is no email address
advise the customer when their service will be restored and pro rate if the full payment is taken on the call
if the customer makes full payment with you, offer to sign the customer up to direct debit for future payments
advise the customer of any applicable fees, including late fees, statement fees (if the payment method is changed), reconnect fees and pro rate fees if the account is paid in full on the call
ensure that you complete the GUI and promise to pay (if applicable), and always leave history notes on the account.
2.1 Call greeting and introduction scripting
Welcome to Foxtel this is <your name> may I have your name please?
Thank you
How may I help you today?
I can help you with that, could you please confirm your:
<DOB>
<ADDRESS>
<SECURITY QUESTION/ANSWER>
2.2 Asking for a payment scripting
We have an obligation to ensure customers with broadband accounts are supported when facing financial difficulties. As part of this obligation, agents must offer the Payment Assistance Policy. For more information, including how to raise a case and scripting, click here.
I can take a payment over the phone for you now by using a credit or debit card. This will ensure that your service is back up and running within 4 hours. Note: TV and broadband services will resume within 4 hours. Home phone can take up to 48 hours to restore.
| If... | Then... |
|---|---|
| the customer pays the full amount | take the payment (see Zendesk Procedure - take a payment) and offer to use the credit or debit card to sign up to direct debit moving forward. Advise the customer that direct debit will save money on statement fees, late payment fees and will avoid any further interruptions to their service. |
| the customer cannot pay the full amount | continue below. |
How much are you able to pay today?
When are you able to make the payment to clear the balance owing?
How will you make your payment?
2.3 Payment processing fees scripting
One-off payments now attract a small payment processing fee. For credit or debit cards this is 0.25% of the payment value, 0.7% for BPAY payments and $2 for payments at Australia Post. If we set up Direct Debit you will avoid the payment processing fee and $15 late payment fee as your account will always be paid by the due date. You can also save $2.20 a month by changing your bill notification method from paper bill to email
Note: There is a processing fee of 0.7% of the amount for BPAY payments, and a $2 charge for Australia Post payments.
2.4 Next scheduled collections event scripting
Provided that the full payment of <$xx> is received on your account before <date>, this will avoid:
Examples:
- your TV service being reduced on <date>
OR
- your broadband and home phone service being reduced on <date>
OR
- your service being suspended on <date> which will incur a $35 reconnection fee to resume the service once the payment has been made
OR
- your broadband and home phone service will be disconnected on <date>. If this occurs, you may not be able to reconnect with the same phone number, and may lose your internet port. If you are in an nbn cease sale area, you may not be able to reconnect to ADSL service. A reconnection fee of $99 will also apply.
OR
- your account will be referred to our external collections agency (Recoveries Corp) if payment is not made by <date>
Note: You can revisit payment plan (Refer to document: Procedure - Request a flexible payment arrangement in Zendesk) options at this stage.
2.5 Call close scripting
Full payment made
Just to recap <name> you have paid <$xx> today so your service will resume within 30 minutes to 4 hours for TV and broadband. Your phone service will take up to 48 hours to return. Keep in mind you have <$xx> due on <date> which you can pay online by credit card through pay my bill/My Account at foxtel.com.au. Be aware of late fees of $15 when your bills are overdue and part month charges on next account.
No payment made
Just to recap <name> you will be paying <$xx> on <date> by <payment method> to resume your service from RSP/NPS. Your next account will be due <date> which will include $35 reconnect fee/$15 LPF. Keep in mind part month charges and next collections event <date> if payment not received.
Part payment made and entered payment plan
Customer was on RSP
To confirm, you have paid <$xx> with me today, and have agreed to pay the remaining <$xx> on <date> by <payment method>. You are aware that if the payment is not received on the agreed date, then the service will automatically be suspended and further collection activity will occur, including referral to a collections agency and possible default listing. A $35 reconnection fee may apply. As a result of your service being suspended, you will see part month charges on your next invoice. A late payment fee of $15 may apply.
Part payment made and entered payment plan
Customer was on NPS
To confirm, you have paid <$xx> with me today and have agreed to pay the remaining <$xx> on <date> by <payment method>. You are aware that if the payment is not received on the agreed date, then the service will automatically be suspended and further collection activity will occur, including the referral to a collections agency and possible default listing. A $35 reconnection fee may apply. As a result of your service being suspended, you will see part month charges on your next invoice. A late payment fee of $15 may apply.
Top