3. Broadband
4. Call recording
5. Compliance, commendations and feedback
6. Credits and offers
7. Installations and orders
8. Inventory and equipment
9. Non-customer support
10. For technical agents
11. ViVa Support Team (VST) SharePoints
1. FoxTools
The following tools were previously available in the FoxTools section of FLASH:
- Postcode tool
- Totalview (retired, refer to Zendesk Workforce Management)
-
RCT tool
- For use by BPS only.
-
Offline cancellation tool
- Use this tool to cancel an order if CORE is down - only use if directed to do so by a Team Leader.
-
Cancel Service Order tool
- Use this tool to cancel a service order (not the whole order) in CORE.
-
Main Event Order tool
- Use this tool to order a Main Event if CORE is down – only use if directed to do so by a Team Leader.
-
Unsubscribe tool
- For use by FoxChat agents only. Use this tool if a non-customer is receiving marketing information from Foxtel.
-
Inventory Release tool
- Use this tool to release equipment from an unavailable state to be able to then assign the equipment to a customer's account in CORE.
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2. Billing and Accounts Management
2.1 Tools
Billing SharePoint
Billing SharePoint
Use this tool to contact billing escalations for new:
- Escalations
- Brilliance Nomination
- Box Collection Call
- Payment Extension
- PTP Record
- Payment Receipt SMS
Customer's previous bills
Calculators
Note: To open these links, right-click on the link and select Open link in new tab.
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2.2 Email templates Important: These templates are to be filled out with as much detail as possible and sent to your Team Leader. Foxtel Team Leaders are to listen to dispute calls before these requests are sent to the BPS team.
Customer disputes fees
$240 dispute fee template
Address to: BBEscalated.Billing@foxtel.com.au
Subject: $240 dispute fee
Body:
Account #:
Account name:
Disputed Amount $170 (must accept $70 charge): [Has the customer accepted this [yes/no]
Dispute Reason – Why customer believes $70 charge: [tech only there for 5 minutes not an acceptable reason]
Use this template for customers who are disputing their $240 home phone connection fee with Telstra Wholesale. Important: Foxtel will only dispute a $240 connection fee with Telstra Wholesale if the customer believes they already had a line in place or the work wasn't done. Foxtel does not escalate these disputes to Telstra Wholesale if the customer believes they were not told about the fee. This dispute reason is handled by Foxtel Team Leaders and this template is not required.
ICF disputed fee template
Address to: BBEscalated.Billing@foxtel.com.au
Subject: ICF disputed charge
Body:
Account Number:
Account Name:
Disputed Amount: $
Dispute Reason – Why customer is disputing the charge?
Use this template for customers who are disputing their Incorrect Call Out Fee.
Dispute sold debt template
Address to: BBEscalated.Billing@foxtel.com.au
Subject: Dispute sold debt
Body:
Customer name:
Foxtel account number:
Best contact phone number:
Amount owing:
Amount being disputed:
Details of dispute:
Use this template for when a debt has been sold to a third-party debt collector but the customer is disputing the amount owing, or claims that the debt should not have been sold. This will be investigated by the Escalated Billing team and the customer will be contacted with the outcome within 5 business days.
Submit a financial hardship request template
Address to: Hardship@foxtel.com.au
Subject: Hardship request
Body:
Customer name:
Account number:
Best contact number:
Email address:
What they propose to pay to clear the amount owing:
Reason why they require assistance (min detail):
Advise the customer it can take up to 2 business days to be contacted.
Use this template to submit a hardship request on behalf of the customer. For more information about financial hardship, see Overview - payments, payment plans and payment extensions.
Remove an unrecovered equipment fee from a bill over 13 months old
Use this template to submit a request for an unrecovered equipment fee to be removed from a customers account when the fee was applied to a statement that isn't available in CORE anymore.
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3. Broadband
BPS work requests
Foxtel Broadband Investigation (FBI)
FBI
This tool is used to troubleshoot broadband accounts.
Speed Test Automation
Speed Test
This tool is used to analyse the speed faults in the connection.
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4. Call recording
4.1 Tools
Call recording and listening tool
AWS Connect
- access via 'My Apps' - AWS Connect Telephony PROD Admin (FOX)
4.2 Email templates Important: Complete these email templates and send them to your Team Leader. Only Team Leaders can submit the compliance feedback to have these calls deleted.
Customer requests the call not to be recorded
Use this template when a customer requests the call not to be recorded.
Address to: Insert_TL_Name@foxtel.com.au
Subject: Request for non-recording
Body:
Date of call:
Time of call:
Agent name:
Name of customer calling:
Name of Account holder (if Different):
Customer account number:
Phone number customer calling from:
Reason for recording deletion request:
CIT note recorded on account: Y/N: Note: it is a requirement to add a history note in on the customer's account advising of the request that the call not be recorded. Team Leaders must also listen to the call prior to sending to Quality.
Call listening request for archived call
A Team Leader can locate a call recording in AWS within 3 months of the call being made to Foxtel. Important: Not all calls are recorded, so you must advise the customer that the call may not be able to be located.
Request for a call recording older than 3 months
If the call recording is older than 3 months, your Team Leader will need to raise a Service Portal ticket to try and locate the recording. Note: Advise the customer that it can take anywhere from 2-4 weeks to retrieve the call from the archive.
Raise a Service Portal ticket to retrieve a call recording that is older than 3 months Important: Only Team Leaders can raise the Service Portal ticket to request an archived call.
For instructions,
- Access the Service Portal
- Request Something > Telephony Access
- 'What do you need help with?' > New Access
- 'Type of access' > Call Retrieval Request
- 'Identify the user' > Requester
- 'Business Rationale' > Purpose of request
- 'Additional Information' > Date of call + AWS Call ID + Agent name + Account number
Important: All requests must include the above 'Additional Information'. If unable to locate the AWS Call ID, escalate to the QA Lead: matthew.palewandrem@foxtel.com.au
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5. Compliance, commendations and feedback
5.1 Tools
Compliance feedback
Customer and Retail Compliance SharePoint
Feedback can only be investigated and submitted by Team Leaders. You must raise all feedback to your Team Leader. See Email templates to raise compliance or general feedback to your Team Leader.
Note: For more information on Compliance, see Overview - Compliance Guidelines for Call Centre Operations
Customer Complaints Management System
Follow the process in Zendesk (see Procedure - Raise a complaint in Zendesk) to create a new complaint for all customers who are wishing to make a complaint.
5.2 Email templates
Compliance feedback
Team Leaders must consider the below when submitting feedback in SharePoint. For more information on Compliance, see Overview - Compliance Guidelines for Call Centre Operations.
Examples of Compliance feedback include, but are not limited to:
- misleading or deceptive conduct
- privacy breaches
- PCI (Payment Card Industry) compliance
- scripting not read to the customer verbatim
- unsolicited consumer agreements
- unconscionable conduct
- harassment or coercion
- serious behavioural issues like hanging up on the customer, refusing to take a call, unnecessary avoidance
- complaints escalation process not followed
- disconnection, offers, packages and equipment issues where a customer has been impacted.
Email your Team Leader with any compliance feedback you have.
Flag Non-compliance to Team Leader template
Address to: Insert_team_leader@foxtel.com.au
Subject: Non-compliance
Body:
Account name:
Account number:
What the customer said:
Account evidence:
Action required? (follow up call/account action):
Customer's best contact number (if follow up required):
Use this email template to flag Non-compliance for your Team Leader to validate and raise in the portal.
Feedback for Telstra agents template
Address to: TRT_Precall@foxtel.com.au
Subject: Telstra Compliance
Body:
Telstra Feedback
Telstra D Number:
Telstra Agent Name:
Telstra Account Number:
Foxtel Account Number:
Compliance Issue:
Foxtel Transfer Feedback (for Foxtel Direct agent incorrect transfers ONLY, for all other compliance issues please continue to use the Customer and Retail Compliance SharePoint).
Foxtel Agent Name:
From which Department (if known):
Approximate time of call:
Foxtel Account Number:
Why was this transfer invalid:
The Telstra compliance template is used to send feedback received about Telstra agents, in relation to an incorrect process, procedure, misinformation, business rules or regulatory issues. Providing feedback is important to ensure that Foxtel and Telstra are aware of, and take steps to comply with, our obligations. This template is also to be used by Foxtel from Telstra Change agents to provide feedback about Telstra or Foxtel agents who have incorrectly transferred or attempted to transfer a call to Foxtel from Telstra Change.
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6. Credits and offers
Credit reference guide and scenarios
Credit scenarios matrix
7.1 Tools
Add a new residential address
Address maintenance tool
Business accounts service call form
TST Commercial service call form (web portal)
7.2 Email templates
Email fulfilment tools
Email fulfilment tool - sales, moves, product and plans changes
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8. Inventory and equipment
Inventory SharePoint
Inventory SharePoint
Use this tool to contact inventory about:
- manual SIK/DIY request
- manual fulfilment item request (E.g. there are missing or incorrect items on the customer's order.)
- equipment return investigation
- natural disaster equipment removal request
Equipment returns
Customers can go to foxtel.com.au/return to arrange a return of their Foxtel equipment. This web page can only be opened in Google Chrome. Note: Customers are able to choose to return their equipment via Australia Post or Parcelpoint. If the customer is unable to complete the return online, you can do this on their behalf. See Procedure - create an equipment return booking for a customer.
For more information on equipment returns, check Overview – equipment returns.
Customer's equipment is in an unavailable state
Inventory release portal
Use this portal to release equipment from an unavailable state and assign to a customer's account.
Deceased estates
Inventory SharePoint
We do not require equipment to be returned if the account holder has passed away. Use the Inventory SharePoint to request that the equipment be removed from the account. For more information, see Overview - natural disasters and deceased estates.
Australia Post tracking portal
Australia Post tracking portal
Use this portal to search and track the delivery status of a customer's SIK (Self-Install Kit) using the customer's consignment number.
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9. Non-Customer support
Remove a non-customer from marketing template
Use this email template to remove non-customers from marketing. Note: Advise the customer that this request can take up to 2 business days to be completed.
Address to: OutboundAndDialler@foxtel.com.au
Subject: Non customer removed from marketing
Body:
Non-customer name:
Non-customer phone number(s):
For existing customers marketing preferences, see Procedure - update customer marketing preferences.
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10. Technical agents
Online services cases
Online Services e-Form Note: Zendesk must be used for all technical issues prior to raising an Online services case.
Worklist handler
Worklist handler Note: The Hold, Close and Unlock Order tools are available in the FoxTools section of Flash for Technical agents.
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11. ViVA Support Team (VST)
VST (ViVA Support Team) is support team within the Advanced Technical Team to resolve errors in CORE that can only be resolved by using the legacy system ViVA. Note: Allow up to 2 business days to receive a reply from VST. Allow up to 5 business days for a resolution if a Service Portal ticket is required.
Before you contact Important: This is an internal team only, do not transfer customers to this team. Always consult your Team Leader or SME before contacting VST.
VST do not support the following processes, and calls to VST regarding the below may result in a compliance error:
- reconnect a service that has been disconnected too early (see Procedure - Reconnect a TV only account in CORE) as part of a Service Move/ Disconnected Account.
- same day appointments (see FoxPages directory - general information and specialist support)
- resume a suspended account (see Procedure - resume a TV service)
- resume a home phone service (see Procedure - resume a restricted broadband and home phone account)
- account is active with no current services (see Procedure - Reconnect a TV only account in CORE).
Note: If you have completed a same-day change in CORE and it is not reflecting on the account, click the refresh button on the screen.
SharePoint for VST: all other agents
Sales and Customer Experience templates SharePoint
- CORE process error template
- manual resume or restore template
- lost/stolen/damaged fee template
- modify open order template
- service move error template
- TV only COAH (Change of Account Holder) template