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Ask 20012016 1 Customer Contact FAQs Below are categories of Customer Contact, click the category to reveal some of the most common questions asked by customers, click on the question to see the answers. Payment Queries I want to make a payment Offer the customer GM1, starting it with an initial payment. If the customer declines a GM1 then explain the other payment options available to the customer. If the customer is paying on a TVL payment or savings card transfer them to the correct department. How do I buy a new licence? Offer the customer GM1, starting it with an initial payment. If the customer declines a GM1 then explain the other payment options available to the customer. Encourage them to purchase their TV Licence over the phone with you. I want to transfer to a Direct Debit scheme If the customer is paying by TV licence payment or savings card click here for more information. If the customer has a CFL licence explain the Direct Debit options available and encourage the customer the set up over the phone with you. I’ve missed a payment what happens next? For DD customers click here TVL payment card customers should be transferred to the TVL payment card department (iQor) I can’t make my next payment what happens next? If the customer is paying by DD click here for more information. If the customer is paying by TVL payment card transfer them to the correct department (iQor) I want to change my Bank / Payment details what do I need to do? Advise the customer that if they are the account holder you can do this over the phone and then follow the change of bank process, for more information click here. I want to cancel a payment? Find out if the customer wants to cancel one payment or their licence, then use the info below 2 Direct Debit - Customer calling to stop DD (insufficient funds) Direct Debit - Mandate cancellation guidelines menu If the customer wants to cancel a CFL licence, check the licence is not required again before it expires, then follow the standard cancellation procedures. If the customer is paying by TVL payment card transfer them to the correct department (iQor). Cancellation Queries Why have you cancelled my Direct Debit? The letter explains why the DD has been cancelled, you should be able to see why in the licence history. If the cancellation is due to two missed payments click here If the cancellation is due to the Payer cancelling the DD explain the payment options available to the customer. How do I cancel my licence? Check the licence will not be needed again, before you follow standard cancellation procedures. CFL licence - Click here for more information DD Licence - Click here for more information TVL payment card customers should be transferred to the correct department (iQor) I want to cancel a payment? Find out if the customer wants to cancel one payment or their licence, then use the info below Direct Debit - Customer calling to stop DD (insufficient funds) Direct Debit - Mandate cancellation guidelines menu If the customer wants to cancel a CFL licence, check the licence is not required again before it expires, then follow the standard cancellation procedures. If the customer is paying by TVL payment card transfer them to the correct department (iQor). Renewal Queries I’ve received a renewal letter and I’m going to be aged over 75 what do I need to do? On the back of the renewal letter it explains that the customer needs to contact us and provide their NI number and date of birth to register for one. For more information click here. I’ve had a letter asking me to renew my licence how do I do it? 3 Offer the customer GM1, starting it with an initial payment. If the customer declines a GM1 then explain the other payment options available to the customer. Encourage them to renew over the phone with you. I’ve received a letter asking me to renew but I have a licence already and it looks like you have a duplicate address Ask the customer for the details on their licence to establish whether there might be an address query, or the renewal may have been issued around the same time their licence was issued in which case they have simply crossed in the post. Refund Queries I would like a refund on my TV licence. Check the reason for the cancellation with the customer and that licence is not required again before expiry, then if a refund is available follow the standard refund procedure. Refund application quick guide - Call centre I’ve applied for a refund and not heard anything can you tell me what happening please? A refund should be processed and issued within 14 days of receiving the application. In some cases we may have to write to you for more information in which case the 14 days would be from the time we get a response. If the amount being refunded is large, the application may take slightly longer to process. You have sent me a refund when I’m still paying for my licence, why? You will need to check the licence history - If the refund was due to the Direct Debit being auto-cancelled because of failed payments click here. If the refund is due to the account holder cancelling the Direct Debit, explain the different payment options to the customer. If the refund is due to the licence holder registering for a free over 75 licence, explain that the refund is for any over payments they have paid beyond the month prior to their 75 birthday. Letter Queries I’ve received a letter for an empty property saying I need a licence, why? Explain to that we send letters to confirm that the property is still empty, then set the address as unoccupied. For more information click here I’ve received a letter saying I need a TV licence for my business when we don’t have a TV, why? 4 Explain to the customer that we write to confirm that the situation hasn't changed, then apply an NLN if a licence is not needed, remember to check the summary classification is BUS For more information click here Cross over letters – I’ve received a letter from you but have already sent the information to you? You need to check what type of letter the customer’s received and the history on their licence to advise them correctly. I’ve received a letter asking me to renew but I have a licence already and it looks like you have a duplicate address Ask the customer for the details on their licence to establish whether there might be an address query, or the renewal may have been issued around the same time their licence was issued in which case they have simply crossed in the post. Change of details queries How do I change the name on my TV licence? If the caller is the licence holder and they have changed their name e.g married, divorce or deed poll, explain that you can do that over the phone and then follow the change of name procedure. Click here for more information. If the caller is the licence holder and wants to change the name on the licence to another person click here for more information. If the caller is not the licence holder click here for more information. How do I transfer my licence as I’m moving property? Explain to the customer that the change of address can be done now over the phone. For more information click here I want to change my Bank / Payment details what do I need to do? Advise the customer that if they are the account holder you can do this over the phone and then follow the change of bank process, for more information click here. Miscellaneous I’m calling from a business and want to pay my TV licence but need an invoice, can you send me one? TV licensing does not provide invoices, either a renewal or ROCS is the equivalent. I’ve failed the ID & V on the IVR what happens next? For information about ID & V failure click here. 5 Opening Times of Call Centres These are the opening times of the Capita Call Centre, the Field Business Call Centre and TVL Cash Call Centre (TV Licensing Payment Card and Savings Card). Dialler calling hours are also listed. Capita Call Centres Monday to Friday 08:30 - 18:30 Saturday 08:30 - 13:00 Sunday Closed Field Business Call Centre Monday to Friday 08:30 - 17:00 Saturday Closed Sunday Closed TVL Cash Call Centre opening hours (TV Licensing Payment Card or Savings Stamps) Monday to Friday 08:00 - 21:00 Saturday 08:00 - 17:00 Sunday Closed Dialler calling hours Tuesday to Friday 09:00 - 17:00 Saturday Closed Sunday Closed Monday Closed PLEASE NOTE The TV Licensing website and IVR system are open 24 hours a day, 7 days a week. Do not attempt to transfer calls to iQor outside of their opening hours. Different opening hours may apply for English bank holidays. 6 Scope of ASK This help system is designed for staff who work for the Capita Business Services Ltd on its 'TV Licensing' contract with the BBC. This system is designed to give quick reference help and useful advice for customer facing staff and their immediate line managers only, allowing staff to 'self-serve'. It should not be used for any other purpose.
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