Integrated Training

Guide

General Customer
Care
Integrated Training Guide General Customer Care

Section 1: Products & Services

...................................................................................... 5 Module 1: Customer
Onboarding & Installation .........................................................................6 Customer
Profiling ......................................................................................................................... 7
Genres & Channels
........................................................................................................................ 8 Packages &
Subscription .......................................................................................................... 9-10
Decoders, Accessories & Devices ...........................................................................................
11-13 DStv Installation
.......................................................................................................................... 14 DStv
Magazine ............................................................................................................................. 15
Module 2: Decoder Insurance
.................................................................................................... 16 Role Of FAIS Accredited
Agent & Defining Advice ...................................................................... 17 Role Of Non-FAIS
Accredited Agent ............................................................................................ 18
Premiums...................................................................................................................................
.. 19 Cover
........................................................................................................................................... 20
Claims
.......................................................................................................................................... 21
Complaints & Cancellation
.......................................................................................................... 22 Module 3: Price
Lock ................................................................................................................... 23 Price Lock
Offers & Features ....................................................................................................... 24
Qualifying Criteria
........................................................................................................................ 25 Terms &
Conditions ..................................................................................................................... 26
How To Apply .........................................................................................................................
27-28 Ownership
................................................................................................................................... 29
Cancellation Of Existing Services
................................................................................................. 30 Module 4: Holiday Home
Viewing ............................................................................................. 31 Holiday Home
.............................................................................................................................. 32 Holiday
Home Viewing Rules ....................................................................................................... 33
Activate & Switching ..............................................................................................................
34-36 Module 5: Video On Demand
..................................................................................................... 37 Live Broadcast & Video
 On Demand (VOD) ................................................................................. 38 Video On
Demand: BoxOffice ................................................................................................. 39-42
Video On Demand: Catch Up
....................................................................................................... 43 Connected Services:
Catch Up Plus & Showmax ......................................................................... 44 Module 6:
JOOX .......................................................................................................................... 45 What
is JOOX & DStv JOOX Offer ................................................................................................ 46
Qualifying Criteria
........................................................................................................................ 47 Section 2:
System & Processes .................................................................................... 48
Module 1: Introduction To Clarity
.............................................................................................. 49 Logging In & Out On Clarity
.................................................................................................... 50-51 Navigate Clarity
Menus ............................................................................................................... 52 Create
Case Or Interaction ..................................................................................................... 53-54
General Call Flow
......................................................................................................................... 55 Module 2:
Activation .................................................................................................................. 56
Customer Profile .....................................................................................................................
57-58 Financial Accounts
.................................................................................................................. 59-60 Agreements
................................................................................................................................. 61 Billing
Principles & Concepts .................................................................................................. 62-67
Product Rules & Statuses .......................................................................................................
68-71 Create Quote
.......................................................................................................................... 72-75 Activate
Account .................................................................................................................... 76-86

Integrated Training Guide General Customer Care V1.3 2 2018/10/26

Integrated Training Guide General Customer Care

Module 3: Maintain Account

...................................................................................................... 87 Update Customer
Information ............................................................................................... 88-90 Amount
Owing ....................................................................................................................... 91-94
Payments ..............................................................................................................................
95-130 Module 4: Manage Account
..................................................................................................... 131 Statements
......................................................................................................................... 132-139
 Journals...............................................................................................................................
140-154 Upgrade & Downgrade
....................................................................................................... 155-162 Reconnect &
Disconnect .................................................................................................... 163-179 Change
Of Ownership......................................................................................................... 180-183
Cancellation ........................................................................................................................
184-185 Clearing Errors
.................................................................................................................... 186-189 Module
5: Price Lock ................................................................................................................. 190
Onboarding .........................................................................................................................
191-198 Activation
........................................................................................................................... 199-203
Payments ............................................................................................................................
204-213 Billing
.................................................................................................................................. 214-218
Manage Queries & Complaints ..........................................................................................
219-229 Cancellation
........................................................................................................................ 230-236
Module 6: Premium 24
............................................................................................................. 237 Activation
........................................................................................................................... 238-241 Early
Cancellation ............................................................................................................... 242-243
End Of Contract ..................................................................................................................
244-245 Module 7: Holiday Home Viewing
........................................................................................... 246 Onboarding
......................................................................................................................... 247-249
Activation ...........................................................................................................................
250-253 Switching
............................................................................................................................ 254-257
Disconnection .....................................................................................................................
258-261 Section 3: Technology
............................................................................................... 262 Module 1: Digital
Broadcast Technology ................................................................................. 263 Digital
Broadcast Transmission ................................................................................................. 264
Requirements To Access DStv
................................................................................................... 265 Transmission Data &
Support Streams ...................................................................................... 266 DStv Viewing
Options ................................................................................................................ 267 Module
2: Decoders & Devices ................................................................................................ 268
Decoder Types ....................................................................................................................
269-272 Installation & Viewing Environments
................................................................................. 273-291 VOD Content Download
............................................................................................................ 292 Features Of DStv
Explora vs. HD PVR's ............................................................................... 293-294 Module 3:
Decoder Menu Navigation ...................................................................................... 295
Features Of Decoder Remote Control Units ......................................................................
296-299 Navigate Decoder Menus
................................................................................................... 300-305 Module 4: XtraView
.................................................................................................................. 306 Concept Of
XtraView .......................................................................................................... 307-312
Decoder Menu Settings .............................................................................................................
313 Installation ..........................................................................................................................
314-320 Module 5: GOtv
......................................................................................................................... 321 Digital
Terrestrial Transmission & Requirements To Acces Gotv .............................................. 322
Transmitters ..............................................................................................................................
323

Integrated Training Guide General Customer Care V1.3 3 2018/10/26

Integrated Training Guide General Customer Care

Module 6: Decoder Warranty ..................................................................................................

324 Warranty Rules ...................................................................................................................
325-326 Module 7: Connected DStv Explora
......................................................................................... 327 Connected Services
............................................................................................................ 328-335 Connecting
DStv Explora To Internet ................................................................................. 336-342
Section 4: Error Codes & Troubleshooting
................................................................. 343 Technical Error Codes
......................................................................................................... 344-357 Escalation
Templates ................................................................................................................. 358
Troubleshooting .................................................................................................................
359-373 Section 5: Self Service Platforms & Functionality
...................................................... 374 WEB
........................................................................................................................................... 375
DStv Now ............................................................................................................................
376-389 WhatsApp
........................................................................................................................... 390-399
USSD, FB Messenger & Twitter
................................................................................................. 400
Integrated Training Guide General Customer Care V1.3 4 2018/10/26
Integrated Training Guide General Customer Care
 Section
1

Products &
Services
Integrated Training Guide General Customer Care V1.3 5 2018/10/26
Integrated Training Guide General Customer Care

Module 1
 Customer Onboarding &
Installation

Topics

 Customer Profiling

 Genres & Channels

 Packages &
Subscription

 Decoders, Accessories &

Devices

 DStv Installation

 DStv Magazine

Integrated Training Guide General Customer Care V1.3 6 2018/10/26

Integrated Training Guide General Customer Care
Customer
Profiling

When we want to understand who our customers are and which of our products will
appeal to

them, we look at customer profiling. This means that we try to place our customers into
groups

to best understand their needs and meet those needs accordingly. Our customer base is
made up

of many different people, each with their own culture, interests, and
preferences.

We can group potential customers in many ways

e.g.

➢ Age - Children, teenagers, young adults, working adults,

pensioners etc.

➢ Marital status - Single or married

➢ Gender - Male or female

➢ Earning capacity - Rich, middle class, poor

➢ Interests - Sports, art, music, business, adventure, etc.

When we sell DStv packages to our customers, we want to know the genres they like to
watch on

TV so that we can offer the best package in accordance to their needs. Stereotyping can
help us

profile customers. A stereotype is when you say that all people who have a certain
characteristic

are the same. However, it is important to note that it is a form of generalisation and not
always
correct. Stereotyping can help determine what genres our customers will enjoy
watching.

By understanding what entertainment your customer is looking for, the genres and
programs

they enjoy you can then recommend the right packages. The customer will make their
selection

based on their budget and their own perception of

value.

Integrated Training Guide General Customer Care V1.3 7 2018/10/26

Integrated Training Guide General Customer Care

Genres &
Channels

A genre category is formed by grouping several channels with similar attributes together.
Each

DStv package is made up of eight genres. The channels are grouped according to the
genre.
 Genre Category Genre Breakdown

1. Movies & Entertainment Movies & Series

2. Documentaries & Lifestyle Reality & Events

3. Sport All Genres

4. Free To Airs FTA’s, Regional & Community Services

5. Children Children

6. Music African, International, Urban & Gospel

7. Religion Christian & Islamic

8. News News & Commerce

9. Specialist Foreign FTA’s

Chinese Chinese

Indian Indian Channels

Portuguese All Genres

French All Genres

 Integrated Training Guide General Customer Care V1.3 8 2018/10/26
Reconnection
Fee
DStv Premium24
Premium24
(24 Month Contract)
R749 R239 R239 N/A R50
Primary
Packages
DStv Premium Bouquet R809 R239 R239 R90 R50
Compact Plus R509
DStv Compact R385
Secondary
Packages
DStv Portuguese+Indian R735 N/A
DStv Portuguesa R375
DStv Indian R375
DStv Family R249
DStv Access R99
DStv EasyView R29 R10
Visit DStv.com for more information on packages and other services.
Access Fees (Digital)
Service Price
PVR Access R90 XtraView Access
Premium24
This is a 24-month contract for DStv Premium customers. This offer freezes the monthly DStv
subscription at R749, so customers will get no price increase on their subscription for the
duration of the contract. It is only available where the customer is paying via debit order or
agrees to convert to debit order as method of payment.
Integrated Training Guide General Customer Care
Packages & Subscription
Pricing Guide 2018
Package Price Add-On
DStv
Indian
Integrated Training Guide General Customer Care V1.3 9 2018/10/26 Add-On
Access Fee
DStv
PVR /
Portuguesa
XtraView
Integrated Training Guide General Customer Care

Only the Outbound Retention and Sales teams are authorised to activate this
product.

When you receive queries about this product from our

customers:

✓ Load hot leads for customers interested in the offer

✓ Escalate account queries to the Price Lock Task

Team

GOtv Packages

Package Price

GOtv Value R99 p/m or R990 p/a

GOtv Lite R45 quarterly

GOtenna is sold separately for

R299
Annual Price
Increases

➢ Price increases are implemented on 01 April of each

year

➢ Customers are sent communication (letters and/or emails) outlining the new DStv pricing
for

the following year

Integrated Training Guide General Customer Care V1.3 10 2018/10/26

Integrated Training Guide General Customer Care

Decoders, Accessories &

Devices

The features and functionalities are discussed in detail in the Technology

section.

The DStv Explora model 3A will be available in retailers and MultiChoice Service
Centres from

15 November 2018 onwards.

Integrated Training Guide General Customer Care V1.3 11 2018/10/26
Integrated Training Guide General Customer Care
Older decoder models which are no longer being
sold.

DSD 1110 DSD 1131 DSD 3U/1132

DStv HD 4

Pace HD PVR 4-TUNER UEC HD PVR 4-TUNER

Pace HD PVR 2-TUNER UEC HD PVR 2-TUNER

 DStv Explora DStv Explora 2

Integrated Training Guide General Customer Care V1.3 12 2018/10/26

Integrated Training Guide General Customer Care

A customer can also purchase a DStv Explora on the Price Lock

offer.

Digital Accessories & Non-Serialised

Devices

Description Cost

Universal Remote Control R130

1131/2 Remote Control R50

A6 (Explora) Remote Control R99.99

Jumbo Remote Control R199

 TV Link Unit - SD PVR R80

External Power Supply - DSD 1131/2 & 4136 R60

External Power Supply - DStv Explora & 2-Tuner HD PVR R115

See further accessories & devices under Get Quote functionality on

Clarity.

Integrated Training Guide General Customer Care V1.3 13 2018/10/26

Integrated Training Guide General Customer Care

DStv Installation

For customers to access DStv services the following requirements must be

met:

1. A DStv Satellite Dish (recommended size

80-90cm)
 2. A DStv Smart Low Noise Block-Down Converter
(LNB)

3. A DStv Digital Satellite Decoder & Smartcard

4. An Active DStv Subscription

It is recommended that customers make use of accredited installers for all their
installation

needs.

DStv Accredited
Installers

Accredited installers install and maintain aerials, satellite dishes and set-top boxes for
digital or

satellite broadcasts.

Their main tasks include:

➢ Deciding on the best location for equipment

➢ Planning how to route the cables

➢ Installing aerials or satellite dishes

➢ Installing any equipment needed inside, such as DStv and Free to view
boxes

➢ Testing the equipment

➢ Checking and recording the signal levels

received

➢ Connecting signal outlet sockets

➢ Installing the reception equipment

Integrated Training Guide General Customer Care V1.3 14 2018/10/26
Integrated Training Guide General Customer Care

DStv Magazine

We send the DStv magazine to customers who are in the age bracket of 55 years and
older, who

were DStv Premium customers as at 1 May 2017 and have remained DStv Premium
customers

with no disconnection.

New DStv customers do not qualify for the magazine and if a customer cancelled their
DStv

subscription and re-activates thereafter, they will no longer receive the

magazine.

Magazine
Escalations

Customers meeting the above criteria and not receiving the magazine must be escalated
to the

Business Service Desk or the CEO Desk Team if

urgent.
Alternative Platforms Available To Plan
Viewing

✓ Customers can access the digital version of the DStv Premium Magazine on
DStv.com and

download a PDF version of the

schedules

✓ Customers can subscribe to the weekly DStv Premium e-mail newsletter and get
the

highlights delivered directly to their inbox

✓ Customers can use their remotes to go to channel 100 or the on-screen TV Guide on
their

decoder where they can use the search functionality to search

by:

o Genre

o Movies A-Z

o Live Sport

o New Seasons Of Returning Shows

etc.

✓ Customers can use their smartphone or tablet and access the TV Guide on the DStv
Now

app where they can scan the channels to see what's coming up and search by
name or

genre

✓ Customers can go to DStv.com where they can access the 14-day TV Guide,
monthly

movies, series calendars and monthly

highlights
Integrated Training Guide General Customer Care V1.3 15 2018/10/26
Integrated Training Guide General Customer Care

Module 2

Decoder
Insurance

Topics

 Role Of FAIS Accredited Agent & Defining

Advice

 Role Of Non-FAIS Accredited

Agent

 Premiums

 Cover
  Claims

 Complaints

 Cancellation

Integrated Training Guide General Customer Care V1.3 16 2018/10/26

Integrated Training Guide General Customer Care

Decoder
Insurance

Decoder insurance is an optional product that provides monthly short-term insurance

on

hardware in the case of:

➢ mechanical or technical fault

➢ loss or damage caused by theft or attempted theft

➢ damage or total loss caused by fire, lightning or

explosion

and includes the USB laptop cable and/or the USB wall charger cable on the mobile
decoder.
Role Of FAIS Accredited
Agent

Only FAIS accredited representatives

can:

✓ Sell decoder insurance

✓ Activate decoder insurance

✓ Cancel decoder insurance

✓ Capture & process replacements claims

The processing of any of the above mentioned activities by unauthorised representatives

puts

MultiChoice at a risk of being fined by the Financial Services Board and ultimately
losing its

license as an authorised financial service provider. Unauthorised representatives are

NOT

allowed to offer customers decoder insurance

advice.

Advice Is:

➢ Convincing a customer that decoder insurance is a good service to

have

➢ Applying your mind to the customer’s particular/personal situation

➢ Using words such as recommend, suggest, propose, urge, approve, advocate and
guide

For more on our unique decoder cover refer customers to the following touch
points:

➢ Website (www.dstv.com)
 ➢ DStv Touch menu, select Decoder Insurance and follow
prompts

➢ Call (011) 369 4000

Integrated Training Guide General Customer Care V1.3 17 2018/10/26

Integrated Training Guide General Customer Care

Role Of Non-FAIS Accredited Agent (Unauthorised

Representative)

Unauthorised representatives need to market different Decoder Insurance touch

points to

customers who wish to activate decoder insurance; and should tell customers the
following:

✓ MultiChoice is an authorised financial services

provider

✓ NMS Insurance Services is the underwriter for Decoder

Insurance

Marketing Decoder
Insurance

There are various application platforms customers can utilize, they

are:

✓ SMS "DCC" to 32445 and agent will contact the

customer

✓ Call the DI Contact Centre on (011) 289

2222

✓ Visit any of our Service Centres

✓ Visit our Self-Service website on www.dstv.com

 ✓ Utilize their decoder using the remote control

Where the customer expresses an interest in activating Decoder Insurance,

unauthorised

representatives are required to generate a lead on I Connect which will go through to

the DI

team.

When generating a lead complete all the required fields and include a comment regarding
your

conversation with the customer.

Integrated Training Guide General Customer Care V1.3 18 2018/10/26

Integrated Training Guide General Customer Care
Premiums
Monthly payments are due and payable in advance except for the first prorated payment. If a
payment is not made the policy will lapse at midnight of the last day of the billing period (charge
until date). The cover will only recommence once the full amount is paid and received.
Pricing Guide 2018
Decoder type Decoder Description Premium
Single View Decoder
Integrated Training Guide General Customer Care V1.3 19 2018/10/26 1. DSD1110
2. DSD1131
3. DSD1132
4. DSD4136
5. DSD4137
6. No longer insure new 9-series but maintain current
active policies
R20
Dual View Decoder No longer insure new but maintain current active policies R25
Standard PVR Decoder No longer insure new but maintain current active policies R35
HD PVR Decoder
1. Explora 1 & 2
2. No longer insure 4 Tuner decoders but maintain current
active policies
R35
HD PVR Decoder
(2Tuner)
R29.50
1. DSR4828 - HD PVR 2U 2. PACE865 - PACE865
DVB over IP (IP HD-1) No longer insure new but maintain current active policies R25
Drifta (all types) No longer insure new but maintain current active policies R5
Walka (all types) No longer insure new but maintain current active policies R20
Walka7 No longer insure new but maintain current active policies R25
Integrated Training Guide General Customer Care

Cover

Decoder Insurance is only offered in South Africa (insurance legal

requirements).

Customer Types:

➢ Residential general

➢ Specialists – excluding VIP and Demo as these accounts are not billed
and the

hardware is not owned by the user

➢ Commercial
Reinstate Policy

If outstanding premiums are received within 30 days (calendar month) after the
arrears

notification letter has been sent, the policy will be reinstated (status changed from
LAPSE to

ACTIVE).

Waiting Period

Three calendar months waiting period applies for the mechanical or technical malfunction
and no

claim can be entertained for these events during this

period.

Insurer & Underwriter

NMS Insurance Services (SA) Ltd - Company registration number:

2005/026017/07

Integrated Training Guide General Customer Care V1.3 20 2018/10/26

Claims
Repairs

Any MultiChoice Walk-In Centre or approved MultiChoice Agency can process a claim
for a

mechanical or technical malfunctioning of the decoder. The customer will receive a

refurbished,

same or similar type of decoder as

replacement.

Replacement

Any MultiChoice Walk-In Centre (branch) can process a claim for total loss or damage
because of

theft, fire, lightning or explosion. The customer will receive a brand new or similar
decoder.

Note: No waiting period for theft, lightning, fire and

explosion

Theft Claim
Requirements

➢ The theft must be reported to MultiChoice within 7 days of the event taking
place

➢ An affidavit must be submitted with a Police Case number and a certified copy of
the

customer’s ID or passport

➢ Any other related information and / or documentation pertaining to the

event
Integrated Training Guide General Customer Care
Integrated Training Guide General Customer Care

Complaints

Decoder Insurance FAIS complaints must be in writing and should be

sent to

[email protected] or faxed to (011) 577 4908 and clearly labelled “Decoder

Insurance

Complaint”. These complaints are received and resolved by the Compliance Coordinators
in the

Decoder Insurance Department.

FAIS complaints refer to matters where we did not comply with the FAIS Act; where the
customer

was treated unfairly or if a policy was wilfully and negligently sold by

DCC.

❖ Do not attempt to resolve a policyholders’ FAIS complaint as

some

legislative requirements need to be followed in resolving these types

of

complaints

❖ Any other complaint can and should be resolved by Service

agents

Cancellation

Where partial or no payment is made, 30 days’ written notice is provided to the customer or
the
customer can send a written cancellation request (a telephonic request is recorded and
therefore

serves as a written request). No premium refunds are made to the

customer.

Integrated Training Guide General Customer Care V1.3 22 2018/10/26

Integrated Training Guide General Customer Care

Module 3

Price
Lock
 Topics

 Price Lock Offers &

Features

 Qualifying Criteria

 Terms & Conditions

 How To Apply

 Ownership

 Cancellation Of Existing
Services

Integrated Training Guide General Customer Care V1.3 23 2018/10/26

Integrated Training Guide General Customer Care
Price Lock Offers &
Features

MultiChoice offers customers the opportunity to purchase the DStv Explora or to

subscribe to

DStv Premium on a 24-month contract repayment plan. Where a Price Lock product
with a

subscription package is purchased, the customer will not incur an annual price increase
on the

package for the full duration of the contract.

There are two broad categories of the Price Lock offers

available:

1. Non-installation offers

2. Installation offers

Price Lock Credit

Products
 ➢ The Smart LNB + Satellite Dish will come with the
installer

➢ The decoder & DStv Wi-Fi Connector (if included) will be in the package delivered by
OTD.

There are no vouchers included in the package delivered to the

customer

➢ Decoder Insurance is optional

Integrated Training Guide General Customer Care V1.3 24 2018/10/26

Integrated Training Guide General Customer Care

Qualifying Criteria

1. Only Residential customers can apply for the Price Lock

 products

2. The customer must live in a house / complex where they own their own satellite dish.
A

customer who does not make use of their own satellite dish must not be sold a
product

that includes installation

3. Commercial customers are excluded from the offers

4. Specialists / employees are NOT allowed to apply as they already receive subscription
and

hardware at discounted rates

5. Annual paying customers must convert to paying monthly to qualify and they lose the
1-

month discount in the case of conversion

6. Customers whose accounts are in Bad Debt status or Fraudulent are excluded from
the

offer

Qualifying Criteria For Hardware

Offers

Customers who qualify for this product must meet the following
criteria:

1. Must be older than 18 years with a valid South African bank

account

2. Must give consent for MultiChoice to conduct credit checks and set up a debit order
on

the account

3. Should not currently be under debt review or under sequestration or planning to

apply

for either one in the next 6 months

 4. Should not have an overdue amount on the DStv
account

Note: Foreign nationals may apply provided they have a valid passport and
work

permit valid for the next 24-months (certified copies will be

required)

Integrated Training Guide General Customer Care V1.3 25 2018/10/26

Integrated Training Guide General Customer Care

Terms &
Conditions

Method Of Payment

➢ Debit Order as compulsory method of payment for the duration of the

(24-month)

contract

➢ Current debit order rules apply:

• Only Savings; Transmission or Current bank account types

allowed

• Credit cards are excluded

➢ New customer or new debit order paying customers need to send the
following
 documentation to
[email protected]:

• Certified copy of ID

• Proof of residence

• Proof of income

Invoice Profile (IP)

Day

➢ The customer can choose any payment day between the 2nd and the 28th of the
month

➢ Existing customers can continue with their current payment day or change to a
more

suitable date

➢ Annual customers will need to move to monthly billing and therefore will lose the
1-

month discount

➢ Customers will be debited the Price Lock credit product together with any other
products

on the account

External Credit Vetting

➢ Credit vetting is mandatory and validated against the National Credit

Bureau

➢ Where credit vetting has been declined and the customer wants additional
information

on the decline status, the customer must send an e-mail

to

[email protected] and they will receive feedback from the

Credit

Applications team in the Billing & Collections

department
 ➢ Where credit vetting has been referred inform the customer that the referral
process

takes 48 business hours to conclude. There may also be documentation required

which

can be seen via the email loaded onto the account, inform the customer
accordingly

Integrated Training Guide General Customer Care V1.3 26 2018/10/26

Integrated Training Guide General Customer Care

How To Apply

Price Lock hardware deals are available to customers on request. The following
platforms are

used to market the product:

➢ DStv.com

➢ Social media platforms such as Facebook &

Twitter

➢ TV adverts

➢ Emailers

➢ Price increase letters

A customer can apply for the Price Lock hardware deals via the following
platforms:

1. DStv.com Self Service platform

• The customer can apply for the DStv Price Lock offer on Self
Service

https://www.dstv.com/commerce/paymentplan/pricelock
 • They would need to register for a DStv Connect account if not yet
registered

2. SMS shortcode

• Depending on the product or the offer the customer is interested in, they will send an
SMS

via a shortcode. SMS codes vary depending on the different

platforms.

SMS’s are charged at

R1.50

• Where customers use free SMS or SMS bundles, these will not reach

MultiChoice

Once the lead has been received, a Sales consultant will contact the customer within 48
hours

and take them through the benefits and features of DStv Price Lock including the
Terms &

Conditions.

Integrated Training Guide General Customer Care V1.3 27 2018/10/26

Integrated Training Guide General Customer Care

Service agents can generate a lead where a customer expresses interest in the DStv
Price Lock

offer however leads must be pre-qualified.

Verify if the customer meets the following qualifying
criteria:

✓ Must be older than 18 with a valid South African bank

account

✓ Must give consent that MultiChoice conducts a credit check and set up a debit order
on

the account

✓ Should not currently be under sequestration / bankruptcy, debt review or planning to

apply

in the next 6 months

✓ Should not have an overdue amount on the

account

Once you have verified that the customer meets the criteria, you can escalate the
lead via

Sedibeng escalation form.

The site:
http://iconnectsa/CustomerCare/Pages/Home.aspx
Integrated Training Guide General Customer Care V1.3 28 2018/10/26
Fill in all the
required fields &
indicate the
department in
which you work,
then click Submit
Integrated Training Guide General Customer Care

Ownership

➢ Possession is transferred to the customer on delivery of the Hardware, which

includes
 the DStv Explora and DStv Wi-Fi
Connector

➢ Ownership is transferred to the customer once the decoder has been paid in full or
the

contract has been settled (settlement can be done at any time before the contract
period

ends)

Change Of
Ownership

➢ Change of ownership is only allowed once the contract has been

settled

➢ If there is a specific reason such as Deceased Estate accounts, then an escalation

process

via the Team Leader must be followed.

The following documents will be required:

• ID copy of the deceased

• Death certificate

• Power of Attorney letter from the person that wishes to take over

• ID copy of the person if they want to take over

• 3rd party Debit Order form if they want to take over

• Acknowledgement of Debt Forms if they want to take over

• Proof of banking details if they want to take over

• Terms & Conditions must be acknowledged

Integrated Training Guide General Customer Care V1.3 29 2018/10/26

Cancellation Of Existing
Services

Existing DStv customers are advised to contact MultiChoice to cancel their existing services
where

the DStv Price Lock subscription services replace their current service to avoid being
double-

billed.

When dealing with the customer’s account, ensure that where the Price Lock
subscription

services replaces the existing services, the current package is cancelled. This will
result in a

Credit on the General Financial account. The credit must then be moved to the Payment
Plan

Financial account using the inter-account

functionality.

NOTE: NO other journal types must be used for the movement of the credit
from
 one financial account to another

Where the DStv Price Lock subscription services is an additional service on the
customer’s

account, the services do not need to be

cancelled.
Integrated Training Guide General Customer Care
Integrated Training Guide General Customer Care

Module 4

Holiday Home
Viewing

Topics

 Holiday Home

 Holiday Home Viewing

Rules

 Activate & Switching

Integrated Training Guide General Customer Care V1.3 31 2018/10/26

Holiday Home

A holiday home is referred to as the customer’s additional property used for holiday
vacations,

which falls in a different residential area (area code) to the main residence. A customer
can

purchase and install a decoder at his / her holiday home and have the services activated
when

required.

The Holiday Home (HH) account is a stand-alone financial account with its own
agreement. A

customer must have the primary (general account) decoder active for them to qualify
for a

holiday home decoder.

Integrated Training Guide General Customer Care
Integrated Training Guide General Customer Care
Holiday Home Viewing Rules
Pre-Condition Rules Post Condition Rules
 There should be at least one Residential
subscription active
 The Holiday home device/s should be at a
different location from the main residential
address
Integrated Training Guide General Customer Care V1.3 33 2018/10/26  Customers can activate both
Residential and Holiday Home
account at the same time
 They are also able to switch between
the Residential and Holiday Home
account
The customer has an option of choosing between Switch or Activate.
General Rules
1. The customer enters into an agreement in terms of which they can consume the
service
in units smaller than the normal viewing period.
2. The customer must have an active Residential/General subscription. Price Lock
accounts forms part of general subscriptions or main subscriptions category.
3. The customer must have a device/s linked to their Holiday Home account and can
choose between Holiday Home Activate / Switching.
4. The charges for the days viewed are created once the services are disconnected.
5. There is no reconnection fee charged on Holiday Viewing reconnection.
6. Grace days for new activations apply as per the business rules and based on
customer
segmentation.
7. The customer is allowed up to a maximum of six (6) holiday home subscriptions per
active principal package.
8. The IP day is the same as Residential account.
Integrated Training Guide General Customer Care
Activate & Switching
Switching Activate
Holiday Home This type of holiday home agreement
allows a customer to switch services from
the main residence to the Holiday Home
with no impact on normal customer billing
(with the exception of additional access
service activations at the Holiday Home).
If a customer has a PVR decoder at home
and using PVR functionalities, and a
standard decoder at their holiday home,
they will not be able to use their PVR
functionalities at the holiday home as it is
active and used at home. They still need to
pay for on the holiday home subscription.
Integrated Training Guide General Customer Care V1.3 34 2018/10/26 This type of holiday home agreement
allows a
customer to keep services active at the main
residence while also activating services at the
Holiday Home. It always requires services of
the main residence to be active to allow for
activation of the Holiday Home services.
The customer can switch their holiday home
off/disconnect and on/reconnect as they
choose.
Requirements • Minimum of 2 devices
• 1 Subscription
• One payment made towards the
general residential account
• Minimum of 2 devices
• 2 x Subscriptions
• 2 Separate payments to both accounts
Viewing
Environment
Can only view at 1 environment, home OR
holiday home. The services the customer
has are “switched” as-is from the
Residential account device to the Holiday
Home device based on compatibility of
device and products.
Can have 2 viewing environments, Home and
Holiday Home can be active concurrently.
Integrated Training Guide General Customer Care
Switching Activate
Costs There is no extra cost. Customer pays the
same for Holiday Home viewing as they do
for Home.
NB: If a customer has a PVR decoder at
home and uses the PVR functionality and a
standard decoder at their Holiday Home,
they will not be able to use the PVR
functionality at their holiday home.
As it is active, and the customer uses it at
home they will still pay for it during the
switch.
Integrated Training Guide General Customer Care V1.3 35 2018/10/26 Charges will be created when the
package
gets disconnected (as per the schedule
loaded) and are due on the next IP-day.
Method Of
Payment
Same as General account. Customers can put funds directly into their
Holiday Home account when paying via:
✓ Direct payments at our National Walk-in
Centre’s and selected Agencies
✓ Pay into their residential account &
transfer funds between accounts
✓ Debit Order provided the Residential
account is paid via debit order
Upgrade Works as per current business rules. Anytime - the amount due on their next IP
day will be for the days viewed.
Downgrade Works as per current business rules. Anytime - the amount due on their next IP
day will be for the days viewed.
Disconnect /
Reconnect
Works as per current business rules. Anytime and at no cost to the customer.
The amount due on their next IP day will be
for the days viewed.
Integrated Training Guide General Customer Care

Switching

Pre-Activate Holiday Home

Account

Variable switching is allowed where a customer pays a monthly access fee on the
Residential

account and NOT on the Holiday Home account. Customers are also able to switch from
single-
view (from the Residential residence) to XtraView (at the Holiday Home) provided the
customer

has two decoders at their holiday home with no services

linked.

For Price Lock (payment plan) accounts with the package (bundle) offers, switching is
only

available when switching from a DStv Explora to all other devices, however, PVR Access
service

will not be available to non-HDPVR devices. e.g. customer cannot

record.

Where the customer has Price Lock linked to a XtraView setup on the Residential
account, you

need to break the XtraView link before switching. Advise the customer to call after switching
back

to link the XtraView devices.

From Residential To Holiday Home

Account

When switching to Holiday Home account ensure that the holiday home viewing device is
loaded

under the Holiday Home account with no services

loaded

Activate

➢ Customers can pre-activate Holiday Home service with a single

click

➢ Customers can be Activated / Reconnected immediately on request (without having to

 make a payment first)

➢ Customers will only be charged for the number of days used on the Holiday Home
viewing

account

➢ Charges will be created when the package gets disconnected (as per the schedule
loaded)

Integrated Training Guide General Customer Care V1.3 36 2018/10/26

Integrated Training Guide General Customer Care

Module 5

Video On
Demand

Topics

 Live Broadcast & Video On

 Demand

 Video On Demand

Catch Up

 Connected Services

Integrated Training Guide General Customer Care V1.3 37 2018/10/26

BoxOffice

Catch Up Plus

Showmax
Integrated Training Guide General Customer Care

Live Broadcast & Video On Demand

(VOD)

Live Broadcast

Content is sent to customers and they watch live as it is broadcasts at scheduled

times. The

scheduled programme times are available on the TV

guide.

Video On Demand

Customers choose when they want to watch their favourite shows. They do not have to
watch at

the scheduled broadcast time.

Video On Demand

Video on demand services are available to customers with an active PVR

(access fee)

subscription, these services include:

➢ BoxOffice

➢ Catch Up

➢ Showmax (discussed in the Technical

Module)

The services are only available to customers with an active DStv subscription and monthly
access

fee.
Integrated Training Guide General Customer Care V1.3 38 2018/10/26
Integrated Training Guide General Customer Care

BoxOffice

BoxOffice On PVR

BoxOffice allows the customer to rent and watch the latest Hollywood blockbusters from
the

comfort of their home. BoxOffice is available on the PVR to all DStv customers with an
active

monthly PVR access fee.

✓ 15 movies at any one time for all PVR’s

✓ 30 movies at any one time on the DStv

Explora

The customer has up to 48 hours to view the movie once they rent and it becomes
available for
viewing on the DStv Explora \ PVR. The rental period expires after 48 hours. The
movies are

broadcast in both SD (for SD PVR customers) & HD (for HD PVR customers). Both HD
and SD

movies are charged at R35 per title.

Requirements To Access BoxOffice On

PVR

➢ An active DStv subscription

➢ The customer must have a PVR decoder with an active access

fee

➢ The customer must register to access the BoxOffice

service

Registration For BoxOffice On

PVR

There are three different methods available for customers to register for
BoxOffice:

1. The customer can SMS their smart card number to

37569

2. The customer can call MultiChoice Contact Centre

3. The customer can visit the Customer Service Centre's (Branches &
Agencies)

The customer must accept the BoxOffice T’s & C’s to activate the
service
Integrated Training Guide General Customer Care V1.3 39 2018/10/26
Integrated Training Guide General Customer Care

The customer can link up to 4 cell phone numbers (one primary & three secondaries) for use
with

BoxOffice via our website (www.dstv.com) or by calling the MultiChoice Contact Centre.
These 4

cell phone numbers will be the only ones accepted for rental
orders.

Customers with more than one decoder on one account only need to register once and all
their

smartcards will link automatically.

• It takes up to 2 weeks for all the available BoxOffice titles to download to the

newly activated PVR decoder

• Movies download as soon as the customer has installed the DStv

Explora

software and it takes up to 48 for all titles to

download

BoxOffice entitlements are dependent on the account status being active; therefore,
the

subscription account should be fully paid for the BoxOffice account to be

active.

BoxOffice account will be suspended

when:

➢ DStv Residential account is suspended /

disconnected

➢ BoxOffice account is not paid up (cash paying

customers)

➢ There is an unpaid debit order (debit order paying

customers)

The outstanding amount must be paid prior to the customer being granted access to
rent.

Payment Options

There are two payment options for BoxOffice:

Option 1: BoxOffice Account

Customers paying their DStv account via debit order are defaulted to pay
via

debit order. When a customer rents a movie, the rental amount is added to
the

BoxOffice account and the full outstanding amount is payable on IP

day

Integrated Training Guide General Customer Care V1.3 40 2018/10/26

Integrated Training Guide General Customer Care

Customers can pre-pay funds into their account using other payment methods such as
cash or
EFT and rent movies until their balance runs out. The customer can also pay directly into
the Box

Office account at any Walk-in-Centre or

Agency.

Customers can also top-up their BoxOffice account by clicking the “Top-Up” button on
the

BoxOffice website. This takes them to the Self-Service BoxOffice website, where the
can:

➢ Manage account

➢ Top-up account

➢ Link smartcards

➢ View rental history

http://boxoffice.dstv.com/

Option 2: Credit Card

Only Visa or MasterCard credit cards accepted and payment via Credit Card
is not

Available to our Lesotho customers

Points To Remember

✓ Inform the customer that the BoxOffice account number is not the same as their DStv
 account number

✓ A customer can pay for someone else's BoxOffice account if the correct customer
number

is used

✓ Employee discount does not apply to BoxOffice

rentals

Visit boxoffice.dstv.com/help for more information, including full terms &

conditions.

Integrated Training Guide General Customer Care V1.3 41 2018/10/26

Integrated Training Guide General Customer Care

BoxOffice Online

All BoxOffice online users require a DStv Connect ID and BoxOffice Account. Signing
up for

BoxOffice Online can be completed on the BoxOffice website. The user must reside in
South

Africa and must be over the age of 18.

All BoxOffice online users have access to a larger catalogue of movies that include new
releases

and classics. The cost to rent a movie varies depending on whether they are renting a
new

release or a classic movie.

Requirements For BoxOffice

Online
The customer must have an internet connection to register and access the service.
BoxOffice

online users are required to sign up for a DStv Connect ID on the

website

http://boxoffice.dstv.com

Watching BoxOffice
Movies:

➢ Customers can stream directly from the website

➢ Customers can watch the movie as many times as they like within the 48-hour
period

➢ When the rental period expires, the movie will expire and automatically change from

"Watch Now" to "Rent Now", regardless of whether they have watched the movie or
not

➢ If they are in the middle of watching the movie and the 48-hour rental period expires,
the

movie will stop, and it will change to "Rent Now"

status

Payments For BoxOffice

Online

Option 1: BoxOffice Account

Debit Order for existing DStv customers or top-up the account on the
BoxOffice

website using a credit card

Option 2: Credit Card

Only Visa or MasterCard credit cards

accepted
Integrated Training Guide General Customer Care V1.3 42 2018/10/26
Integrated Training Guide General Customer Care

DStv Catch Up

DStv Catch Up is a video on demand service exclusively available to DStv Premium, DStv
Extra &

DStv Compact customers. It is available on PVR (an active PVR access subscription is
required) and

Online (DStv Now).

Customers can "Catch Up" on the selection of movies, series and sports highlights that
they may

have missed during the live broadcast, with the bonus of no commercial
breaks.

No PVR or additional PVR access subscription is necessary to access DStv Catch

Up online.
 Integrated Training Guide General Customer Care V1.3 43 2018/10/26
Integrated Training Guide General Customer Care
Connected Services
DStv Catch Up Plus
DStv Catch Up Plus (connected services) offers our DStv Premium customers who have their
DStv
Explora’s connected to the internet, access to hundreds more of the latest and greatest
programming titles, including box sets (where available) and exclusive content.
When the customer’s catalogue (not the content, just a catalogue) of additional DStv Catch Up
content is downloaded, they can choose what they want to watch and once selected, this is
downloaded via the internet, straight to their DStv Explora. As with all other Connected Services
content, each programme has an expiry date and time. It is automatically deleted from the DStv
Explora when the expiry date has been reached.
Showmax
Showmax gives the viewer access to thousands of hours of local and international movies
and series. There's something for everyone, from familiar favourites to the best
blockbusters. It's available on multiple devices so the customer can enjoy the best
entertainment at home or on the move.
Showmax is a separate subscription allowing the viewer to watch on up to 5 registered
devices simultaneously. Showmax on the DStv Explora is currently only available in
South Africa.
Package Offer
DStv Premium Showmax is R0 when the customer adds it to their account
DStv Compact &
Compact Plus
Integrated Training Guide General Customer Care V1.3 44 2018/10/26 Where the customer pays via debit
order they can add Showmax to their
DStv account at R49 per month
DStv Access
DStv Family

If the customer pays via debit order they can add Showmax to their DStv
account at R99 per month DStv EasyView
Integrated Training Guide General Customer Care

Module 6
 JOOX

Topics

 What Is JOOX

 DStv JOOX Offer

 Qualifying Criteria

Integrated Training Guide General Customer Care V1.3 45 2018/10/26

Integrated Training Guide General Customer Care

What Is JOOX

JOOX is a music streaming service where users can get their favourite local and
international
music in one music streaming app, it also gives them access to millions of
tracks.

The users can switch to karaoke mode and learn the lyrics of their favourite songs, they
can also

sing along, as well as create their own playlists and

share.

It is available on Android and iOS devices

only.

DStv JOOX
Offer

DStv account holders with an active DStv Premium, Compact Plus or Compact
subscription get

free VIP access to JOOX and they can add up to 4 friends and family! This offer is valued at
R89.99

per month.

➢ This offer is valid until 15 October 2019

➢ Data costs apply

➢ DStv account holders get one VIP membership to JOOX which includes 5
users

➢ DStv account holders who does not want to register for JOOX VIP can nominate
someone

to sign up on their behalf (this person will then be able to add and remove
users)
Integrated Training Guide General Customer Care V1.3 46 2018/10/26
Integrated Training Guide General Customer Care

Qualifying Criteria

➢ An active DStv Premium, Compact Plus or Compact

subscription

➢ Also available to Price Lock or Premium24

customers

Customers can have one JOOX VIP membership per DStv account. This offer is at an
ACCOUNT

level. For every account that has a qualifying package, the customer will receive 1
JOOX VIP

membership. o Example: If a customer has 1 account with multiple subscriptions to DStv

Premium,

they only get 1 JOOX VIP membership. They do not get 1 membership per
 qualifying package.

Customers and the added friends or family members will lose access to the
JOOX VIP

membership in the following instances:

➢ Downgrade to a package lower than DStv

Compact

➢ Cancel their DStv account

➢ Services disconnected (payment not made)

Difference Between Free JOOX Offers & The JOOX VIP

Offer

JOOX VIP users get access to exclusive benefits on JOOX which are not available on the
free JOOX

offers. These benefits are:

✓ Skipping an unlimited amount of songs

✓ Ad-free listening

✓ Offline listening, data free (download the songs and listen to them when
they

are offline)

✓ Quality streaming and high sound quality

✓ Play on demand – play any song, anytime,

anywhere

Integrated Training Guide General Customer Care V1.3 47 2018/10/26

Integrated Training Guide General Customer Care

Section
2

System &
Processes
Integrated Training Guide General Customer Care V1.3 48 2018/10/26
Integrated Training Guide General Customer Care

Module 1
 Introduction To
Clarity

Topics

 Logging In & Out On

Clarity

 Navigate Clarity Menus

 Create Case Or Interaction On

Clarity

 General Call Flow

Integrated Training Guide General Customer Care V1.3 49 2018/10/26

Integrated Training Guide General Customer Care
Logging In & Out On Clarity
Clarity is a single unified front-end system utilized by all customer-facing functions. Clarity aims
to
provide the following solutions:
✓ An end-to-end customer management, billing and stock management system
✓ Improve the customer’s experience in dealing with MultiChoice
✓ Standardise the customer’s experience when dealing with multiple channels
✓ Assist you in being more focused, more efficient and more effective when dealing with
customer accounts
Clarity is a web-based application accessed using a URL address within an Internet Browser.
Clarity is accessed using Google Chrome.
Integrated Training Guide General Customer Care V1.3 50 2018/10/26
CRM
ICC Billing
Customer Relationship Management
SAP Stock & Distribution

Once the Clarity login page is displayed, you need to enter the required details to gain
access to

the system.

In Clarity all mandatory fields are indicated in RED as shown

above.

Once you have successfully entered your login details, you will be introduced to the Clarity
Home
Page.

Let us look at each component of this page in more detail and introduce you to
some

terminology.
Integrated Training Guide General Customer Care
 Click on Login
You need to select (South Africa).
Username. E.g. Training010
Password e.g. Passw0rd

Clarity Home Page

Component Description

1. Smart Card / Decoder 2. Clear Error Codes

Number Text Field Drop-Down Menu

he customer’s Smart Card Number or his Decoder Number. n is performed on the system and tells the system

c text field is linked to the Clear Error mation submitted

s

3. Recent Customers Allows access to the last 10 customer accounts you have accessed

4. Search Field & Button Enables you to enter any text of your choice (within the parameters)
and

search. e.g. customer surname; ID or customer

number.

5. Username Your username

6. Settings Allows you to change the language, user interface theme (light or dark) and
 log out of Clarity to close the system and end your
session/shift

7. Hyperlink (Heading) Redirects you to the bigger business processes

8. Hypertext Links These will direct you to related sub-processes within the selected bigger

business processes as a quicker navigation

option
Integrated Training Guide General Customer Care
Integrated Training Guide General Customer Care

Create Case Or
Interaction

Interactions are logged to allow the business to perform the following

functions:

✓ Data collection of every interaction the customer has with

MultiChoice

✓ An indication of what motivates customers to interact with

MultiChoice

✓ To map customer expectations of MultiChoice to improve on Customer

Experience

✓ To track customer interactions in an effort to build a profile of our

customers

All interactions we have with customers must have manual interactions loaded against them.
This

is the fastest way we can analyse who called us, how often, why and who assisted
them.

The following information must be captured:

➢ Name and relation to the account holder if a third-party caller ➢

Nature of query (what did the customer call for) ➢ What action was
taken (detail on what you have done on the call) ➢ The outcome of the
call (has the query been resolved or not) ➢ Any arrangements or
agreements made where applicable to be included ➢ Your name to be
added at the end of the interactions

Avoid adding complicated jargon (e.g. BTW (By the way) or text (chat) language in
your
interaction as anyone should be able to read and understand what was captured in
Clarity.

Interaction ID:

The interaction ID/reference number is automatically generated by the system and

appears on

each interaction that gets logged. Ensure that you are in the customer’s account before
capturing

your interaction.

At the end of the call, leave a detailed interaction. Click on Create Case or Interaction
under

Manage Customer and use the drop downs to select the relevant option. Type a detailed
note:

✓ who you spoke to ✓ why the customer called ✓ what you

actioned / escalated (escalation case or reference number) ✓ your
name at the end of the note

Integrated Training Guide General Customer Care V1.3 53 2018/10/26

Scroll to the bottom of the page and click on Create Customer Case or Interaction to
save the
note.
Integrated Training Guide General Customer Care
Integrated Training Guide General Customer Care

General Call Flow

1. Verify customer details

2. Update customer details where required

3. Identify customer need

4. Execute relevant call process to address customer

need

5. Refer to T.U.M.I for assistance

6. Follow relevant escalation process where required

Integrated Training Guide General Customer Care V1.3 55 2018/10/26
Integrated Training Guide General Customer Care

Module 2

Activation
 Topics

 Customer Profile 
Financial Accounts 
Agreements  Billing
Principles & Concepts 
Product Rules  Product
Statuses  Create Quote 
Activate Account

Integrated Training Guide General Customer Care V1.3 56 2018/10/26

Customer Profile

A customer profile is designed in a hierarchical form that allows flexibility in the way
the

customer and the business manage each profile. The categorising is arranged
according to

specific data elements and there’s a relationship from one element to the
other.
Key Data Elements
Hierarchy

Account Structure

Residential (including the Specialist) accounts are grouped and structured as

below.
Integrated Training Guide General Customer Care
 Integrated Training Guide General Customer Care

DStv Customer
Types

The customer is an individual or an entity that subscribes to DStv services. There are two
main

categories of customers i.e. Residential or Commercial customers. These categories are

further

divided into classes/types.

Customer
Classes/Types

Our customers are grouped into four different

classes:

for one-month free subscription

Customer
Description Discount Received

Class

Residential
live in residential or private
use, plot etc. and are charged
ons
• Accounts managed by the
Centre

discount; except for annual

discount; except for annual

paying customers that qualify

paying customers that qualify
 Integrated Training Guide General Customer Care V1.3 58 2018/10/26
Specialist
subscription
(Employees)
ling queries are managed by
e within the Inbound Contact
Commercial
[email protected]
naged by the
Around 57.19 - 57.60% of the
d Contact Centre
Around 57.19 - 57.60% of the
naged by the
top three DStv packages d Contact Centre
top three DStv packages naged by the
d Contact Centre
naged by the
Specialist
d Contact Centre

(Panelists)
ed in open public
10% discount on primary
dwelling e.g. B&B,
. (companies and businesses)
Deals
ged by the Commercial Call ed by customers that
group or hotel chain
None otels etc.
None
Commercial Call
o
C
m
the volume / number of billable
m the volume / number of billable

er points per customer. Discounts

points per customer. Discounts
ci points per customer. Discounts

al

National
Integrated Training Guide General Customer Care

Financial
Accounts

A financial account is where all the customer’s billing is consolidated. Each residential
customer can have one or more financial accounts.

Examples of financial accounts:

➢ General ➢ Holiday Home

➢ BoxOffice ➢ Price Lock
(Payment Plan)

Financial Account
Rules
 1. When payments are made, the funds get allocated to a specific financial account
where
billing has occurred. A residential customer can have up to four financial account
types i.e. General; Holiday Home; BoxOffice and / or Price Lock 2. General accounts
are rolling subscription accounts i.e. the subscription is renewed
monthly for the account to remain active

3. Holiday Home and BoxOffice are pay-per-view i.e. charges are created per
consumption
of a service

Integrated Training Guide General Customer Care V1.3 59 2018/10/26

Integrated Training Guide General Customer Care
 4. Price Lock is a fixed-term rolling subscription. A customer gets a
24-month
contract to utilise the service at a discounted amount per
month

Customers are restricted to choosing one method of

payment

across all their financial accounts

Integrated Training Guide General Customer Care
Agreements
Agreements are referred to as “Device groups” in CLARITY. Each agreement is linked to a
device/s and a subscription package and can have its own address.
There are different agreement types. Residential account can have more than 1 agreement
type under one financial account (note that GOtv forms an agreement under the General
account).
Financial Account Type Agreement Type
1.
Residential / Specialist
Integrated Training Guide General Customer Care V1.3 61 2018/10/26 General
Employee
Decoder Insurance (DI)
GOtv
Showmax
2. Price Lock Payment Plan
3. BoxOffice BoxOffice
4. Holiday Home Holiday Home
Agreements Rules
1. A customer is limited to only 1 active subscription per agreement, e.g. base product +
access service/s + add-ons (DStv add-ons/DStv Mobile add-ons) 2. A minimum of 1 decoder for
single point viewing and up to a maximum of 3 decoders per
agreement if the customer has XtraView or 3 viewing environments active 3. The charges are
created for each active product on an agreement and the sum makes up
the total subscription per the agreement
Integrated Training Guide General Customer Care

Billing
Principles
Billing principles refer to how we charge our customers for services they subscribe
to or

consume.

The calculation of the monthly billing runs on a 30-day cycle. A customer can choose to be
billed

between the 1st and the 31st of each month, and the payment date selected is referred to
as the

Invoice Profile (IP) day.

Our billing is based on two main

principles:

1. Account Based Billing

2. Quote Based Billing

Account Based
Billing

The charges are created immediately upon an action on a financial account and applies to
fixed-

term subscriptions (Price Lock & Premium24) including BoxOffice and Showmax
accounts as

billing is generated per invoice.

Account Explanation Of Charges

e BoxOffice account immediately when
BoxOffice

Account
 Integrated Training Guide General Customer Care V1.3 62 2018/10/26
Payment Plan d to as “Instalments”
Account n arrears, but charges are created in
onthly charges are created on the day the IP day and collected upfront
ation has been approved and the account is • The customer experiences this as an
packages
Integrated Training Guide General Customer Care
18/06 Invoice run= IP- 3 days (services, Access fees & discount)
18/07 Invoice run= IP- 3 days (services, Access fees & discount)
❖ The hardware invoice (device instalment) is created on the customers IP date, therefore
it is billed in arrears ❖ The Subscription is billed in advance
Quote Based Billing
A quote is an ESTIMATE that predicts the charges of products, hardware or services for a
specific charge period on the account. A quote is required before a charge can be
levied on a DStv subscription account.
The quote will stay valid until it is rejected; it expires or is replaced with another quote.
The fulfilment of a quote (when a payment is received for the quoted amount) will then result in
charges being created (FT/s) on the financial account.
Customer Predicted

makes a full charges for payment products or

based on the services

quoted amount
Integrated Training Guide General Customer Care V1.3 63 2018/10/26 Financial Payment
transactions Made = are created on Quote Fulfilled Quote Generated

Financial Transactions Created

the FT screen for the charges levied

Integrated Training Guide General Customer Care
If... Then...
The quote is fulfilled, and services are active up to the Charge
Quote is paid in full
Until Date (CUD)
The system will create a charge for the
Payment made within a threshold (partial payment)
full month until CUD

The quote will expire after 30 days unless an invoice run takes
No payment is made
place within this period. The invoice run quote will then replace the quote
• When a customer accepts the quote and makes a payment within the threshold, the system
will create a charge for the full month until Charge Until Date (IP-1day)
• Where the quote is still pending (payment not made), there will be no FTs created
• Where payment is not made until the grace period lapses, the quote will expire on the
customer’s charge until date (CUD) and the system will not auto- generate another quote. A
new quote will be generated when a balance query or a payment is made
Types Of Quotes
We have two types of quotes, service retention quote (SRQ) and event-based quote(EBQ).
Service Retention Quote (SRQ) Event Based Quote (EBQ)
This is a monthly recurring system
generated quote that dictates
payment is needed for a
?
customer’s services to remain
tis i
connected for the next billing
t ah
period, on a financial account
Wlevel
Integrated Training Guide General Customer Care V1.3 64 2018/10/26 An EBQ is raised per the agreement,
per
financial account per change:
• Unless the change is made on the IP day or it is a reconnection of all products on an account,
then forms one quote
An EBQ features:
✓ Has a Quote ID ✓ Can be pre-activated to activate services ✓ Can be rejected and /
replaced
Integrated Training Guide General Customer Care
Service Retention Quote (SRQ) Event Based Quote (EBQ)
The customer’s method of
d
These are the activities that when performed
e
payment determines when the
on an account will trigger an event-based
regg
quote / invoice is raised on the
quote:
irT/
account:
de si
1. Disconnected (due to non-payment) 2. Upgrade / Downgrade • Cash: SRQ is raised 5
days
a R
3. Reconnect before payment (IP) day
tI s
4. Charge period (annual to monthly / • Debit Order: SRQ raised 3
I n
quarterly and vice versa) this is an SRQ days before payment (IP)
e h
in some instances day
W5. Adding a new product (Decoder
Insurance, access fees or add-ons) An SRQ cannot be rejected once it
nl

has been created and results in a

oaintoai
disconnection if the payment is
tmirdodf
not made on time or is
n
A Iinsufficient
Integrated Training Guide General Customer Care V1.3 65 2018/10/26 An
EBQ is only valid for a designated
period (“from XX/MM/YYYY” until “to XY/MM/YYY” date) EBQs are there to calculate the cost of
a specific change other than the monthly billing and can be rejected if not taken up It has no
impact on the account if not taken up
These quotes are displayed on Clarity on the Amount To Pay screen, under Due Soon, but the
screen doesn’t specify the quote type, and, on this display, you can find either:
➢ An Event-Based Quote – has a Quote ID, can be rejected and can be pre-
activated ➢ A Service Retention Quote – has a Quote ID and cannot be rejected ➢ A next
invoice estimate – doesn’t have a Quote ID
It is a rough estimate of future charges on the account It does not mean that the displayed
charges will necessarily be debited It gets replaced whenever a new quote is generated
Integrated Training Guide General Customer Care

Billing
Concepts
Charge Periods

We have three charge periods that customers can choose from i.e. monthly; quarterly
and

annual. This informs the number of times a year that a customer can be
charged.

Monthly

➢ Customers are charged their subscriptions monthly ➢ A monthly paying customer

gets a new quote generated to view for a period of 30 days
and will be required to renew their subscription at the beginning of the following
month to continue viewing

Quarterly

➢ Customers are charged 4 equal subscriptions per year ➢ A quarterly

customer pays for 3 months in advance to keep the services active ➢
Currently, this charge period is applicable to GOtv subscription ➢ There are
no discounts available to customers

Annual

Annual paying customers are charged for a running 12-months in advance and they then
qualify

for a 1-month discount.

➢ The annual customer’s account is credited with 1-month subscription and the
customer
will view the last month for FREE ➢ This discount is applicable to broadcast services
including access fees, e.g. DStv Compact,
DStv Mobile, PVR or XtraView access fees ➢ An annual paying customer can choose a
more suitable anniversary month according to
their needs ➢ Customers a required to contact us before or on their IP day of the
preferred month to
 change the charge period to annual ➢ The month the account gets converted to annual is
stored on the system as the actual anniversary month i.e. if the account is converted to
annual on the 1st June 20X0, that means the account will be due for renewal on the 1st
June every year until the charge period is changed ➢ Grace days do apply based on the
product’s segment ➢ Customer must pay the full amount due (X 11 months’
subscription) for CLARITY to keep /
convert the invoice period to Annual

Integrated Training Guide General Customer Care V1.3 66 2018/10/26

Integrated Training Guide General Customer Care

Illustration 1 - Changing from a monthly to an annual charge

period

o This is an annual paying customer with an IP day on the 1st and the
anniversary
month is in June o This is a cash paying customer - the SRQ is created 5 days from IP
for period 01.06.
YY01 to 31.05. YY02 o Annual customers are locked-in to the 1-year contract for the
12 months that they
have paid for

Annual Charge Period

Rules

1. Employees do not have the option to pay annually 2. Box Office

and Showmax are only charged monthly 3. The annual discount does
not apply to Decoder Insurance premiums
 • Decoder Insurance is charged for a full 12-months
• Once Decoder Insurance product has been converted to annual and paid for,
the charges cannot be reversed even if the charge period has been reverted to
monthly
• Advise customers that we will not take any further premiums for Decoder Insurance
until the paid period comes to an end. Only from then we will start charging for
month-to-month 4. Customers can change the products subscribed to i.e. add products /
upgrade / downgrade
or suspend viewing
Temporary
Suspension:
• Annual customers can temporarily suspend their services 3 times and up to 60
days per annual cycle
• The charged until date will be extended by the number of days they suspended their
services in that cycle 5. If the recurring quote is not fulfilled, the services will be
disconnected 6. Grace days do apply based on the product’s segment 7. Customer must
pay the full amount due (X 11 months’ subscription) for Clarity to keep /
convert the invoice period to Annual 8. Should the customer short-pay, they will receive a
short-payment notification message to notify them of the required top-up to keep the
services active. If the amount received is less than the system configured threshold,
services will be disconnected at the end of the grace period

Integrated Training Guide General Customer Care V1.3 67 2018/10/26

Integrated Training Guide General Customer Care
Products
Products are the individual packages, add-ons and services that a customer is subscribed to.
e.g. DStv Premium; XtraView; DStv Indian (add-on). Each agreement can have one or more
products (principal and / or add-on).
Base Product DStv Premium = R809
Product Rules
1. The customer can have a principal package/s and they can also include:
➢ Add-ons ➢ Access fees
Product Statuses
Now that you understand the two types of quotes, we will focus on how each of these quotes
relates to the different product statuses on the account. This will help you understand what
transpired on the account and what action is expected from you if any. The table also outlines
the
quote type associated with the product status as well as the type of quotes where applicable.
Status Description Quote Type Quote Status
Active
Integrated Training Guide General Customer Care V1.3 68 2018/10/26 +
Access Fee HDPVR Access = R90
+ Add-ons DStv Indian = R239
• Services on the account active
• The quote / SRQ remains active for the duration of the grace period and is also influenced by
the product’s segmentation and the customer’s payment behaviour e.g. where the customer
failed to pay within the grace period, the services will be disconnected, and they will be charged
a reconnection fee upon reconnection
SRQ Pending
Awaiting
Payment
• A new product has been loaded and the quote has not yet been paid / fulfilled
• New activations have 15-days grace period for payment
EBQ Pending
Total Monthly Subscription = R1138
Integrated Training Guide General Customer Care
Status Description Quote Type Quote Status
• The quote / EBQ generated stays active for the duration of the grace period
• The EBQ cannot be rejected a day after creation
Cancel Pending
• A quote to change the existing package has been
Up /
Downgrade
EBQ Cancelled
rejected and / or the schedule has been cancelled
• The product no longer exists on the account, it
Cancelled
No Quote N/A
has been removed
Delayed
Activation
Integrated Training Guide General Customer Care V1.3 69 2018/10/26
• A new product has been loaded and a future date has been selected for activation, could be
because the customer doesn’t want to be charged yet
EBQ Pending
Disconnected
• The product has been disconnected, it could be a customer that has requested disconnection,
or it could be due to non-payment
• Where the services have been disconnected for over 30-days:
o No quote or EBQ will get generated
therefore, auto reconnection will not be available for this customer o However, when a
customer makes a
payment, a quote gets generated automatically, in this instance, for the last disconnected
product
• Where the payment is sufficient to fulfil the quote, the customer will be auto-reconnected
No Quote N/A
Disconnect
Pending
Removal
• The existing product which is disconnected has been scheduled to up / downgrade and the
quote has expired
SRQ Cancelled
Disconnect
Pending
Upgrade
• The existing product is scheduled for an upgrade, but no payment has been made to fulfil the
EBQ Pending
quote
Disconnect
Pending
Reconnect
• The product has been disconnected due to non- payment
• The system automatically generates an EBQ provisioning for reconnection, the status of the
disconnected product changes to “Disconnect
EBQ Pending
Integrated Training Guide General Customer Care
Status Description Quote Type Quote Status
pending Reconnect”
• Quote (EBQ) remains active until the next IP day then it expires if payment has not been
received
Pending
Integrated Training Guide General Customer Care V1.3 70 2018/10/26
• A new product has been loaded to Holiday Home account and the activation has not yet been
done
• Box Office has been activated on the account, but the status of the principal product is
“Awaiting Payment”
EBQ Pending
Pending
Installation
• A new product has been loaded and a future date has been selected for activation, the
customer confirmed that the installation of the device is not yet done
EBQ Pending
Pending
Upgrade
• The customer has a pending scheduled to upgrade the existing product and the request has
not yet been executed
EBQ Pending
Pending
Removal
EBQ / SRQ Cancelled
• A quote to change the existing package has expired
Request
Disconnect
• The customer has voluntarily disconnected the product and a quote to reconnected has been
generated
• Voluntary disconnection DOES NOT qualify for grace-days. An upfront payment is required to
reconnect the services
EBQ Pending
• Price Lock account was not paid, and the
Default
N/A N/A
product has now been disconnected
Contract Expiry • Price Lock contract term has come to an end N/A N/A
Integrated Training Guide General Customer Care
Grace Days
Grace days are days that customers are granted as an allowance for a controlled period from
the
customer’s IP day to view while the payment on the account has not yet been made.
Grace days are charged to the customer as part of their subscription.
Segment Grace Days
All New Activations 15 Days
HIGH
MASS MARKET
LOW
LOW-LOW
Integrated Training Guide General Customer Care V1.3 71 2018/10/26 IP+7
IP+5
IP+2
IP+0
The system allocates grace days to an active product based on its segment, then calculates
and sets an anticipated date when to disconnect the services should a payment not be
received. This estimated date is called a ‘QUOTE-BASED DISCONNECT DATE (QBD)’, this
shows when the
services will get disconnected should the quote not be paid.

Create Quote

You can provide a quote to a customer for subscriptions and hardware before the customer
even
contracts with MultiChoice, so they will know exactly what they are signing up for and what
the

total cost will be. The Quote process is a pre-sales activity in Clarity that is
applicable to

Residential Customers.

The purpose of having a Quote is

to:

➢ Give a potential customer an estimate of the cost of the required

purchase

➢ Allow the customer to buy serialised and non-serialised devices over the
counter

➢ Reconcile over the counter sales

Sales Quotes are only valid for 7 days and are not applicable to DStv
Agencies.

Let us look at the process of creating a Quote in more

detail.

Select the Create Quote hyperlink from the “Clarity” Home

Page
Integrated Training Guide General Customer Care
 Create
Quote

The Create Quote screen will appear, enter the customer information in the provided
fields

Note: It is not mandatory to capture any of the above fields, but it is necessary to capture at
least

a mobile number and an e-mail address, particularly if the customer requires a

follow-up

interaction.

Select the devices as per the customer’s request in the Select Devices
options list
Integrated Training Guide General Customer Care
Integrated Training Guide General Customer Care

Select XtraView:

When the customer requests XtraView (customer wishes to view

their

content in more than one room), select XtraView after selecting

package
 You can change the number of quantity (Qty.) by selecting edit. In addition, you can use the delete
button to delete items from the basket. Click on Generate Quote. This action creates a unique quote
number that the customer can use as reference number.

Integrated Training Guide General Customer Care V1.3 74 2018/10/26

Select the packages as per the customer’s request in the Select Packages
options list

Note: Subscription information

defaults to “Monthly” You can
change this to “Annually” on
customer request
 Click on Generate

Quote
Integrated Training Guide General Customer Care

Once you have generated the quote, the Quote Generated screen
appears.

Click the Send button to send a copy of the quote created to the customer by email or
SMS.
On the same screen when in the Service Centre, you can use the above
options to:

➢ Print Quote and hand it to the customer ➢ You could use the Pay Now option if the
customer is only purchasing serialised and non-
serialised items ➢ If the customer still wants to consider the quote, you can select
Save Quote. Note that
the quote is valid for seven days ➢ Where subscription forms part of the quote, you
need to select the Create Customer
button

A pop-up screen will appear asking you whether you would like to create a customer
account. If

“Yes” is selected, the system will direct you to the Create Residential customer
screen.
Integrated Training Guide General Customer Care V1.3 75 2018/10/26
Integrated Training Guide General Customer Care

Activate Account

When creating a new customer, you will need the

following:

1. Customer’s ID number or Passport number (a copy of for Service Centres &

Agencies)

2. Physical address where the equipment is installed (proof of physical address for
Service
Centres & Agencies)

3. Contact details like cell phone numbers, home telephone number, work
telephone
number and e-mail address

4. Payment method information, e.g. bank details if the customer will be paying via
debit
order

5. Device serial numbers (decoder and smartcard if

applicable)

Never work on your own account; MultiChoice employees; relatives;

friends;

partner or anyone close to you unless you are given the authorisation to do
so by

your Manager
Points to remember when activating the customer’s
account:

1. You can only activate the customer’s account once they have paid the amount due
(remember this is a pre-paid service) AND the payment reflects on Clarity 2. Cash paying
(direct deposits / EFT) customers need to be advised of the 2 hours maximum
turn-around-time for payments to reflect on the system 3. Debit order paying customers’
bank account will be debited the next Invoice Profile day. The customer should be
advised of loading an Ad Hoc debit order for any added services before debit order
collection date

Integrated Training Guide General Customer Care V1.3 76 2018/10/26

Create a Residential
Customer

When you select Create Customer at the end of the Create Quote process, the action
initiates the Create a Residential Customer process.
1. The customer needs to Accept the Terms and Conditions before you can proceed with
creating
customer’s account.
Integrated Training Guide General Customer Care
Complete ALL mandatory fields with the customer’s information. If you input the
customer’s

basic information during Create Quote process, this information is pre-populated at this
stage.

Address Information

You need to type in the street name and the address will be populated. Then select the
correct

option. Once you select ALL other information pre-populates except for the Street Number,
this

you should manually complete.

Once you have typed in the street number, click the Submit
button

Where the address cannot be found, or the address cannot be

 validated:

✓ Politely request the customer to spell the street

✓ For street numbers that are out of range, capture up to the last number
in
the range, validate the address, then change the house number after
the address has gone through validation

✓ Should the street address still not be found, you can override the
address
only at street level

✓ In instances where the suburb & city are not found, these cases should
be
escalated to your Team Leader to verify & override if
necessary
Integrated Training Guide General Customer Care
Method Of Payment

Confirm method of payment and payment day (IP day) with the customer. Where the
customer

chooses the Debit Order option, then complete the banking details in the fields as shown
below.

The method of payment on the General account should default for other financial
accounts. e.g.

BoxOffice & Holiday home.

Points To Remember During The Initial

Activation

1. Debit order paying customers’ bank account will be debited the next invoice profile
day

2. Cash paying customers are advised to make the necessary payment within
48-hours of
the account activation (remember there is a 15-day grace
period)

3. When loading the bank details, the universal branch code of the five major banks
will
auto-populate the relevant fields on Clarity e.g. ABSA,
 632005

Household Member / Authority Delegation

Information

The customer has the option to nominate Household Member/s and give them the
authority to

transact on the customer’s account. When the customer nominates a household member,
you

need to complete the related required fields.

1. Household member with authority to transact – the household member can make
updates

/ changes that have a financial impact on the customer’s

account

2. Household member without authority to transact - the household member cannot make

any financially related requests on the customer’s

behalf
Integrated Training Guide General Customer Care

Note:

Debit Order is our preferred method of payment

(MOP).
Integrated Training Guide General Customer Care V1.3 79 2018/10/26
Integrated Training Guide General Customer Care

Once ALL required fields are completed, click

Submit.
Click Save Customer after completing household
members

Account Holder

✓ Has full access to the account ✓ Is the only one that can change
the account holder’s personal details

Authority To Transact

✓ Can do anything on the account, except changing the account holder’s personal
details ✓ Almost full access to the account e.g. can do any financial transaction on
behalf of the
account-holder

Household Member

You only assist them with:

✓ Box Office movie/s paid for but not received ✓ Technical queries where
the account must be accessed to assist the requester

Someone With No Authority To

Transact

✓ Only assist with the clearing of error codes from the Quick Fix Error Bar. Only the

smartcard number required

Integrated Training Guide General Customer Care V1.3 80 2018/10/26