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  #11  
Old 2014-04-05 , 18:31
MCA CCS Natasha's Avatar
MCA CCS Natasha MCA CCS Natasha is offline
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Quote:
Originally Posted by Sandtonman View Post
Hi Natasha, I believe that was Graeme, not Geoff
Cheers, K.






Quote:
Originally Posted by MCA CCS Natasha View Post
Oops Sorry Graeme and Geoff - can I blame it on not having had my first cup of coffee when I responded?

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  #12  
Old 2014-04-05 , 18:47
Geoff D Geoff D is online now
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Identify the reasons why subscribers are having to phone the call centre.
Rank them in order of the most calls generated.
Tackle the top priority reason in order and eliminate the root causes.

In the meantime, abandon the re-connection fee and do what some of the cellular operators do.

Send an SMS message in advance of the suspension time ( enough for the person to pay and have the payment processed.) (A Friendly reminder)

Send an SMS on the day of the suspension.

Reconnect automatically as soon as a payment is made, without the subscriber having to phone in to the call centre

I bet that just this one action will cut the calls to the call centre by many many thousands.
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  #13  
Old 2014-04-06 , 10:39
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MCA CCS Natasha MCA CCS Natasha is offline
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You know what's scary, Geoff? We already do ... 7 days before payment is due, 1 day after payment is due and on the day of suspension :-( This has been in place since 2010 ...

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  #14  
Old 2014-04-06 , 10:41
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Top calls are billing related - hoping to eliminate confusion with the new system - already tackling technical calls with BTD

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  #15  
Old 2014-04-06 , 13:22
Crusher Crusher is offline
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Quote:
Originally Posted by MCA CCS Natasha View Post
We already do ... 7 days before payment is due, 1 day after payment is due and on the day of suspension :-( This has been in place since 2010 ...
Is that only via SMS to a subscribers mobile?

If so, what's the chance of also sending (or giving subscribers the choice of how to receive a heads-up to pay) to a subscribers e-mail address.

I for one would welcome an e-mail prompt to remind me to pay subs.

I refuse to use a Debit Order method .. yes it's the easiest, but the hassles I have had in the past of reversing an incorrect DO with my bank means I will not use that system of payment.
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  #16  
Old 2014-04-06 , 14:51
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Nice idea - we also send the messages via decoder. And we're looking at push notifications via the app ...

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  #17  
Old 2014-04-06 , 18:14
Geoff D Geoff D is online now
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Quote:
Originally Posted by MCA CCS Natasha View Post
You know what's scary, Geoff? We already do ... 7 days before payment is due, 1 day after payment is due and on the day of suspension :-( This has been in place since 2010 ...

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I have not phoned the call centre in more than a year, so I have no idea of what the messages are anymore. Maybe the first message should be one that refers to non-payment and how it should be handled?

Next if I remember correctly, the first thing one is asked for is your ID number. Surely this should be enough to identify the caller as a having XV, and then place the person in the correct queue? What apparently happens is the call is still answered by the general call centre, who then again ask for the ID number and then immediately detect that the call is for an XV subscription and place the person back in a queue. Surely by now this rather simple step could have been implemented?

Yes it is scary especially if you know how many calls were eliminated as a result of the introducion of that measure.
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Last edited by Geoff D; 2014-04-07 at 08:07. .
  #18  
Old 2014-04-07 , 05:58
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Thanks for the tips, Geoff :-)

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  #19  
Old 2014-04-07 , 07:33
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We as the paying customers to your service, lots of people complain about the long waiting time for the call centre agents answering their phones. Most of us call from mobile phones and this is a huge cost on our part - landline are a thing of the most for most people. This maybe a long shot but to improve the service from the call centre, MC should have a mobile number, customers can sms with their account number and the call centre agent should call the customer back to resolve the problem. First come first serve with regards to the sms - I am 100% sure that there are technologies out there that can do this. Then one would not complain about long waiting time and MC can manage their calls much better because this will be a cost to MC
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  #20  
Old 2014-04-07 , 08:43
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You can also tweet us @DStvCare or even send us a message on Facebook/DStv. Both of these are manned by our social media team who work the same hours as the call centre does. MCA CCS Natasha and her team are in the process of upskilling more people into the social media team, so we can hand the service queries sections of this forum to the team as well.

There are also very many SMS short codes and a USSD service which you can use for a number of different queries. And then of course there is Self Service on DStv.com.

More information here: http://selfservice.dstv.com/self-service/contact-us/
 
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