Call Sign March 2010 - Page 15 - THE DISABILITY DISCRIMINATION ACT

Call Centre Chat With Keith Cain
Credit cards The number of times the topic of drivers taking credit cards off the street has been written about in Call Sign must run into hundreds! But despite all that has been said, drivers are still not following the correct procedures. So I am bringing this to everyone attention because we’re seeing an increase in the number of refusals to pay by the clearing bank. When picking up off the street and the passenger wants to pay by credit card, you must take a rubbing of the card and obtain a signature. Even if the card is swiped, you must for security reasons take a rubbing of the card. It is paramount that every driver carries our own credit card slips, which enable you to do this quite simply. Just place the card under three copies and rub the top copy with a pen or pencil. The card number will then emboss itself through the pages of the credit book. Fill in the amounts and then get the passenger to sign the top copy. This is the only method that is acceptable to the clearing bank and prevents any problems with payment. Firstly it proves the card was present and secondly you will have a matching signature. Entering the card details manually is not enough to prove the card was present as well as not getting a signature, which would be ridiculous. Those that rely on the receipt from the terminal as proof, this	is not enough when picking up off the street. Drivers must use Dial-a-Cab credit card receipts... Nice news! At a recent meeting with our senior controllers, I raised the issue of driver’s performances. How was coverage? Were drivers following procedural rules? How was their general conduct? Well I’m very pleased to report that the controllers only had compliments. Allan Evans has dealt with those one or two who decided to not play the game... Making your own contact? I have recently spoken with drivers regarding the problems they have when receiving call centre instructions for them to make their own contact with passengers. On many occasions drivers have found that because a flat number was not given to them, contact has been impossible. I listened to a number of recordings and in most cases the client, when asked for the full pick-up address details, had not given	the telephonist a flat number. I have reiterated to all telephonists that for the future, even though they ask for a full-pick up address, when this address is away from the default account address they must ask the caller whether there is a flat number. I have already heard this happening and it has averted the problem. But the question still comes back as to why can’t someone give us their full address when asked. I suppose that’s what they call being in the service industry and what makes one company better than the rest... Cash booking fee... A point was raised at the AGM regarding the £2 booking fee charge against cash telephone hirings. I would like to confirm that the caller is asked automatically if they would like to listen to the terms and if selected, then a full explanation is given to them. Telephonists also confirm with all cash and credit card callers whether they are aware of our terms and conditions. If they answer no, our telephonist then reads them out and will not proceed with the booking unless the caller wants to continue. The point here being that while some drivers find it difficult to charge the full amount, be reassured that the passengers are fully aware of it and expecting to be charged... Keith Cain Call Centre Manager Driver Operations Manager

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