Direct Debit for Dummies wings its way from Kent to Kathmandhu

Bacs re-orders stock of Dummies guides following global distribution success

Free training guides about Direct Debit have been flying off the shelves to destinations including Kathmandu, Kent, Amsterdam and Oldham. More than 5,000 copies of the booklet have been snapped up by call centre managers around the world in just 20 weeks and Bacs, the industry body behind Direct Debit and Bacs Direct Credit, has organised reprints to keep pace with demand.

Direct Debit for Dummies is a compact, easy-to-read booklet. First published in November 2006, the guide is designed to help contact centre staff get to grips with the practicalities of one of the most commonly used payment processing methods in the UK. Created with the time constraints of call centre staff in mind, the booklet can be used as a ten minute training tool to equip employees with top tips to handle Direct Debit-related customer enquiries, quickly and efficiently.

Feedback from companies receiving copies of the guide from the first print run has been extremely positive, with banks, councils and insurance companies using the booklets to ensure customer facing staff adhere to best practice when it comes to Direct Debit.

Richard Corbiere, Manager, Team Revenue, at North Tyneside District Council, said: "Trust is crucial element of any call centre - callers need to be assured that the person dealing with their enquiry is knowledgeable and understands the issues. The Dummies guides from Bacs enables all our customer facing staff to have a good understanding of Direct Debit and accurately answer questions or alleviate any concerns that our residents may have. A fantastic reference tool, it is very concise and well set out, allowing relevant information to be fond quickly, thus ensuring a smooth and speedy response to all queries. It has already proved invaluable to our customer services staff, and we highly recommend it to any call centre dealing with Direct Debits."

Commenting on the success of the guide, Michael Chambers, Managing Director of Bacs, said: "The response we have had from call centres around the world has been phenomenal and proves there is a real need for clear and concise information that companies can use as training materials for call centre staff. With three out of four people in the UK having at least one Direct Debit, it is critical that contact centre employees know the ins and outs of our product and have all the information they need to hand. The fact that our guide has made it all the way to Kathmandu illustrates the global value of the information we developed and the positive impact it can have on customer service levels for some of the UK's biggest corporations."

Copies of Direct Debit for Dummies can be obtained by emailing bacsacademy@bacsservices.co.uk. Please include your name, address and the number of booklets you require. The first 100 copies are free of charge to Direct Debit originators while requirements for larger quantities can be discussed with the Bacs marketing team.

For more information about Bacs and our services visit Bacs key facts.

Contact Bacs press office.

Back to 2007 press releases            Back to press releases