COpy of the most recent Ask Help Script for Custome Service Advisor

Nath made this Freedom of Information request to British Broadcasting Corporation

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear British Broadcasting Corporation,

I would like a copy of the most recent version of the ASK HelpScript for staff please.

FOI Enquiries, British Broadcasting Corporation

Dear Sir,

Thank you for your request for information under the Freedom of
Information Act 2000, as detailed in your email below. Your request was
received on 1st June, 2010. We will deal with your request as promptly
as possible, and at the latest within 20 working days. If you have any
queries about your request, please contact us at the address below.

The reference number for your request is RFI20100774.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
Room 2252, BBC White City
201 Wood Lane
London W12 7TS

www.bbc.co.uk/foi
Email: [BBC request email]

Tel: 020 8008 2882
Fax: 020 8008 2398

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FOI Enquiries, British Broadcasting Corporation

Dear Nath

In order to identify and locate the information that you have asked for
we need you to clarify it further. I have been in touch with the
division who have responsibility for BBC Information, our audience
contact team, and they do not know what the Ask Help Script is. Could
you please provide us with more information so that I can identify the
responsible team?

Your request is on hold until we hear back from you. The period during
which a request is on hold is not included in the 20 working-day target
for us to respond. We will close your request if we have not heard back
from you after 20 working days from the date of this letter.

Kind regards

Rachael Ward
Adviser, Information Policy and Compliance

BBC Freedom of Information
Room 2252
BBC White City
201 Wood Lane
London W12 7TS, UK

Website: www.bbc.co.uk/foi/
Email: mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

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Dear FOI Enquiries,

It is the customer service advisor help script that is used by customer service advisors in the call centre.It is left open to refer to with customer queries, and contains help on policy etc. It is authored by Adobe Robohelp software and is regularly updated.If you still don't know what I mean please can you tell me asap, as I don't want to wait another 20 days.

Yours sincerely,

Nath

Dear FOI Enquiries,

I forgot to add that you may refer to it as the Help script for Customer Service Advisors.I know it us used by each advisor in inbound calls in the call centre.

Yours sincerely,

Nath

FOI Enquiries, British Broadcasting Corporation

Dear Nath

Please could you clarify which call centre you are referring to. For
example, the TV Licensing call centre or the BBC Information call
centre.

Kind regards

Rachael Ward
Adviser, Information Policy and Compliance

BBC Freedom of Information
Room 2252
BBC White City
201 Wood Lane
London W12 7TS, UK

Website: www.bbc.co.uk/foi/
Email: mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

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Dear FOI Enquiries,

Capita's TV Licensing call centres (Bristol, Darwen).

Yours sincerely,

Nath

FOI Enquiries, British Broadcasting Corporation

Dear Nath

Thank you for your emails clarifiying your request. Due to the significant
work involved in reviewing the requested document, we anticipate that we
will not be able to provide the response to you within the 20-working-day
period set by the Act. We estimate that it will take approximately three
weeks to review the document, and we aim to send the response in the week
ending Friday 23rd July. If this is not possible, we will write again then
to update you.

Yours sincerely
The Information Policy & Compliance Team

BBC Freedom of Information
Room 2252, BBC White City
201 Wood Lane
London W12 7TS

[1]www.bbc.co.uk/foi
Email: [2][BBC request email]

Tel: 020 8008 2882
Fax: 020 8008 2398

[3]http://www.bbc.co.uk
This e-mail (and any attachments) is confidential and may contain personal
views which are not the views of the BBC unless specifically stated.
If you have received it in error, please delete it from your system.
Do not use, copy or disclose the information in any way nor act in
reliance on it and notify the sender immediately.
Please note that the BBC monitors e-mails sent or received.
Further communication will signify your consent to this.

References

Visible links
1. file://www.bbc.co.uk/foi
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

FOI Enquiries, British Broadcasting Corporation

Dear Nath

Please accept our apologies for the continued delay in responding to your
request made under the terms of the Freedom of Information Act 2000.

Unfortunately we are still in the process of reviewing the document. We
hope to be in a position to provide our substantive response by 6th
August. If this is not possible we will write to you again to update you.

Kind regards,
The Information Policy & Compliance Team

BBC Information Policy and Compliance
Room 2252, 2nd Floor, White City
201 Wood Lane
London W12 7TS, UK

Website: [1]www.bbc.co.uk/foi
Email: [2]mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

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FOI Enquiries, British Broadcasting Corporation

Dear Nath

I am writing to update you on your request made under the Freedom of
Information Act.

We are still not in a position to respond to your request. The document
you have requested is of substantial size and is taking longer to review
than we anticipated. We estimate that it will be a further two weeks
before we are in a position to supply you with the document.

We hope you will accept our apologies for the delay.

Kind regards,
The Information Policy & Compliance Team

BBC Information Policy and Compliance
Room 2252, 2nd Floor, White City
201 Wood Lane
London W12 7TS, UK

Website: [1]www.bbc.co.uk/foi
Email: [2]mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

[3]http://www.bbc.co.uk
This e-mail (and any attachments) is confidential and may contain personal
views which are not the views of the BBC unless specifically stated.
If you have received it in error, please delete it from your system.
Do not use, copy or disclose the information in any way nor act in
reliance on it and notify the sender immediately.
Please note that the BBC monitors e-mails sent or received.
Further communication will signify your consent to this.

References

Visible links
1. file://www.bbc.co.uk/foi
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

FOI Enquiries, British Broadcasting Corporation

2 Attachments

Dear Nath

Please find attached the response to your request for information under
the Freedom of Information Act.
<<RFI20100774 - final response.pdf>> <<RFI20100774 - disclosure
document.pdf>>
Kind regards,

Rachael Ward
Adviser, Information Policy and Compliance

BBC Freedom of Information
Room 2252
BBC White City
201 Wood Lane
London W12 7TS, UK

Website: [1]www.bbc.co.uk/foi/
Email: [2]mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

[3]http://www.bbc.co.uk
This e-mail (and any attachments) is confidential and may contain personal
views which are not the views of the BBC unless specifically stated.
If you have received it in error, please delete it from your system.
Do not use, copy or disclose the information in any way nor act in
reliance on it and notify the sender immediately.
Please note that the BBC monitors e-mails sent or received.
Further communication will signify your consent to this.

References

Visible links
1. file://www.bbc.co.uk/foi/
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

Nath left an annotation ()

This is a copy of the help script used by Customer Service Advisors when you call TV Licensing and speak to someone. It has all the information available to them and is extensive, and will actually contain the information they are supposed to advise you on.

Dear British Broadcasting Corporation,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of British Broadcasting Corporation's handling of my FOI request 'COpy of the most recent Ask Help Script for Custome Service Advisor'.

All the information that has been redacted is common knowledge to call centre advisors and isn't secret. How can you redact that and if any of the advisors were asked, they would be able to tell what the redacted information was, so this information is freely available, but you are hiding it. For example, if a customer called and asked how long they can stop mailings for, they would be told, but you are redacting the information.

A full history of my FOI request and all correspondence is available on the Internet at this address:
http://www.whatdotheyknow.com/request/co...

Yours faithfully,

Nath

FOI Enquiries, British Broadcasting Corporation

Dear Nath,

We have received your request for an internal review of our handling of
your request for a copy of the Ask Help Script, made under the Freedom
of Information Act. Specifically, you would like a review of our
decision to withhold information under sections 31 and 43(2) of the Act.

Your request for an internal review was received on 16th October and we
shall endeavour to deal with the review as promptly as possible and, at
the latest, within 30 working days, i.e. by 29th November. If you have
any queries please contact us at the address below.

The reference number for your internal review is IR2010041.

Kind regards

Rachael Ward
Adviser, Information Policy and Compliance

BBC Freedom of Information
Room 2252
BBC White City
201 Wood Lane
London W12 7TS, UK

Website: www.bbc.co.uk/foi/
Email: mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

show quoted sections

FOI Enquiries, British Broadcasting Corporation

1 Attachment

Dear Nath

Please find attached the response to your request for an internal
review, reference IR2010041. We will endeavour to provide you with the
additional information referred to in the internal reviewer's decision
note by 3rd December.

Kind regards

Rachael Ward
Adviser, Information Policy and Compliance

BBC Freedom of Information
Room 2252
BBC White City
201 Wood Lane
London W12 7TS, UK

Website: www.bbc.co.uk/foi/
Email: mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

show quoted sections

FOI Enquiries, British Broadcasting Corporation

2 Attachments

Dear Nath

Please find attached our response following the recent internal review of
your request for information under the Freedom of Information Act,
reference RFI20100774.

<<RFI20100774 - response following IR.pdf>> <<RFI20100774 - Disclosure
Document (post Internal Review).pdf>>
Kind regards,

Rachael Ward
Adviser, Information Policy and Compliance

BBC Freedom of Information
Room 2252
BBC White City
201 Wood Lane
London W12 7TS, UK

Website: [1]www.bbc.co.uk/foi/
Email: [2]mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

[3]http://www.bbc.co.uk
This e-mail (and any attachments) is confidential and may contain personal
views which are not the views of the BBC unless specifically stated.
If you have received it in error, please delete it from your system.
Do not use, copy or disclose the information in any way nor act in
reliance on it and notify the sender immediately.
Please note that the BBC monitors e-mails sent or received.
Further communication will signify your consent to this.

References

Visible links
1. file://www.bbc.co.uk/foi/
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/