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ISBN: 978-0-470-06528-0
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to know. From working out which customers
like using Direct Debit and helping custom-
ers who dont, to fathoming the basic pro-
cesses behind the system and making sure
you understand the Direct Debit Guarantee,
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Payment Schemes Limited (BACS) has been at the forefront of
delivering efcient, reliable and secure electronic funds transfers
between banks, consumers and businesses for over 40 years.
Its principal products are Direct Debit, BACS Direct Credit,
and Standing Orders. These products generate over 5.5 billion
transactions from over 100,000 UK businesses in a single year,
with over 90 million transactions being processed on a peak day.
BACS success is based on its ability to provide unrivalled
electronic payment services for the benet of banks, businesses
and consumers in response to increasing demand.
www.bacs.co.uk
We recognise that product knowledge is key to the delivery
of a quality customer experience. Thats why we are proud to
have been associated with the Customer Contact Association
Excellence Awards 2006.
Through our sponsorship of Team Leader of the Year Award
our aim was to encourage and reward operational excellence
and best practise amongst call centre personnel.
www.bacs.co.uk/directdebit/events
by Melanie Parris
Direct Debit
FOR
DUMMIES

01_065280 ffirs_6.qxp 7/22/09 4:03 PM Page i

Direct Debit For Dummies

Published by
John Wiley & Sons, Ltd
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ISBN-13: 978-0-470-06528-0
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Printed and bound in Great Britain by Page Bros, Norwich.
10 9 8 7 6 5
01_065280 ffirs_6.qxp 7/22/09 4:03 PM Page ii
Publishers Acknowledgements
Were proud of this book; please send us your comments through
our Dummies online registration form located at www.dummies.
com/register/.
Some of the people who helped bring this book to market include
the following:
Publishing and Editorial for Consumer Dummies
Diane Graves Steele, Vice President and Publisher, Consumer
Dummies
Joyce Pepple, Acquisitions Director, Consumer Dummies
Kristin A. Cocks, Product Development Director, Consumer
Dummies
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Kelly Regan, Editorial Director, Travel
Publishing for Technology Dummies
Andy Cummings, Vice President and Publisher, Dummies
Technology/General User
Composition Services
Gerry Fahey, Vice President of Production Services
Debbie Stailey, Director of Composition Services
Acquisitions, Editorial,
and Media Development
Executive Project Editor:
Martin Tribe
Development Editor:
Daniel Mersey
Custom Publishing
Representative: Scott Smith
Composition Services
Project Coordinator:
Kristie Rees
Layout and Graphics:
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Proofreaders: David Faust,
Brian H. Walls
01_065280 ffirs_6.qxp 7/22/09 4:03 PM Page iii
IContents at a Glance
Introduction.............................................1
About This Book.............................................................1
Foolish Assumptions .....................................................1
How to Use This Book ...................................................2
Icons Used in This Book................................................2
Where to Go From Here.................................................3
Part I: Direct Debit and Your Company......5
Figuring Out Direct Debit Basics.......................................5
Understanding Why Companies Love Direct Debit .....6
Understanding How Direct Debit Works .....................9
Part II: Direct Debit and Your Customers...13
Working Out How Popular Direct Debit Really Is.....13
People Who Like Paying by Direct Debit...................14
People Not So Keen on Direct Debit (Yet!)................15
Dealing with Both Types of Customer.......................17
Part III: The Direct Debit Guarantee........21
Your Company Obligations to the Guarantee...........21
How the Direct Debit Guarantee
Protects Your Customers .........................................23
The Guarantee in Operation.......................................24
Part IV: Ten Facts About Direct Debit ......25
02_065280 ftoc.qxp 6/23/09 9:00 AM Page iv
Introduction
D
irect Debit For Dummies tells you all the important
things that you, as an employee interacting with
customers, need to know about Direct Debit.
If youre the person in accounts responsible for Direct
Debit, youll probably need more detail than this book-
let provides; take a look at the Service Users Guide and
Rules to the Direct Debit Scheme, instead. This is avail-
able by registering at
www.bacs.co.uk/usingdirectdebit.
About This Book
This book helps you get up to speed with the impor-
tant stuff in less than ten minutes (we appreciate how
busy call centres can be!), and weve remembered that
not everyone needs to know all the admin stuff that
goes with accepting Direct Debit as a payment method.
When youve finished reading through, keep this mini-
book as a handy reference guide or as an essential
refresher.
Foolish Assumptions
Weve written this guide for staff who talk to customers
about Direct Debit on a regular basis and whose role
includes promoting Direct Debit to those customers.
03_065280 intro_6.qxp 7/23/09 8:54 AM Page 1
Perhaps youve picked up this minibook because:
Your supervisor asked you to read it as its benefits
will help you offer a better customer experience.
Youre looking for key information about Direct
Debit in a quick and easy-to-understand format
(because youve got better things to do, such as
dealing with customers).
How to Use This Book
Direct Debit For Dummies has four parts (and dont
worry, theyre all pretty short!):
Direct Debit and Your Company: All the Direct
Debit basics explained.
Direct Debit and Your Customers: Explaining who
likes using Direct Debit and who doesnt . . . and
how you deal with both.
The Direct Debit Guarantee: All the important
technical stuff.
Ten Facts About Direct Debit: A snapshot of the
facts about Direct Debit.
Dip in and out of this book at will; go directly to any
section thats particularly relevant to you, or read the
whole book from start to finish (go on, push the boat
out, its only 32 pages!).
Icons Used in This Book
To make it even easier to find the info you need, these
icons highlight key text for you:
2
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This icon highlights practical information
helping you in your day-to-day dealings with
Direct Debit. Following up on a tip might well
save you time and money.
This icon marks especially important informa-
tion about Direct Debit, useful to both yourself
and your customers.
Weve also highlighted key terms in italics the first time
we use them, and provide a quick definition to help you
along.
Where to Go From Here
This minibook arms you with the essentials. If you
have any questions or would like to request additional
copies of this guide, e-mail us on bacsacademy@
bacsservices.co.uk.
If you need to speak to someone about any day-to-day
or operational matter regarding Bacs Services, includ-
ing Direct Debit, Bacs Direct Credit, or Bacstel-lp,
please contact the Bacs Service Desk on 0870 165 0018
or visit www.bacs.co.uk/bacs/businesses.
3
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4
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Part I
Direct Debit
and Your Company
In This Part
Getting to grips with Direct Debit
Reaping Direct Debits benefits
Understanding how the Direct Debit process works
D
irect Debit is a simple, safe, and speedy way for
organisations to collect payments from customers
(both businesses and individuals) automatically from
their bank account. This part gives the lowdown
on Direct Debit, and explains how it can help your
company.
Figuring Out Direct Debit Basics
A Direct Debit Instruction is an authority from a cus-
tomer to their own bank or building society giving a
named organisation permission to collect varying
amounts from the customers bank account on variable
dates agreed with the customer.
Direct Debit is different from a Standing Order, but some
people confuse the two. A Standing Order is a permission
04_065280 ch01_6.qxp 7/22/09 4:04 PM Page 5
by the customer to their bank to make a payment of a
fixed amount on a specified regular date to a named
organisation. Every time the amount or payment date
changes, the customer must take action.
With a Direct Debit, the customer gives access
to their account for variable amounts to be
debited and this is an important advantage of
a Direct Debit over a Standing Order.
Companies become a service user (meaning theyve
passed all the strict financial vetting necessary to be
approved), allowing them to put procedures in place
to follow the Service Users Guide & Rules to the Direct
Debit Scheme (find out more by registering at
www.bacs.co.uk/usingdirectdebit). These rules
are important for maintaining the integrity of the
system and a consistent and reliable level of customer
service around the Direct Debit product.
If your company is not yet a service user,
speak to your business bank manager to find
out more.
Understanding Why Companies
Love Direct Debit
Direct Debit can make your companys payment collec-
tion more efficient, manageable, and more cost effective.
Thats why UK organisations of all sizes choose it as
the preferred method for collecting regular payments
from both businesses and individuals.
Heres a quick rundown of why Direct Debit
could be useful to your company:
6
04_065280 ch01_6.qxp 7/22/09 4:04 PM Page 6
Its cheaper than cheque and safer than cash.
Your company controls the date of receipt into its
account (not like waiting for a customers cheque
in the post!).
Your company gets cleared funds in its account on
a known date (great for cashflow).
Time-consuming reconciliation is reduced (your
accounts people will be glad of this).
When used in promotions, it can double the con-
version rate from enquiry to sales (proven by
research).
The following sections explain the benefits of using
Direct Debit in a little more detail.
Increased cost saving
Direct Debit can cut costs in many ways, especially
when compared with cheques.
When a customer pays your company by cheque
even if the cheque arrives on time you can wait for up
to five days for it to clear. Then your accounts people
need to reconcile each of these collections manually.
All of the costs associated with these repetitive tasks
are drastically reduced or even eliminated simply by
switching to Direct Debit.
Greater cashflow control
With Direct Debit, your accounts department knows
precisely when the company account will be credited
with cleared funds. This means they can forecast your
companys cashflow more accurately; this is difficult
with cheques or Standing Orders, where the control of
the payment date and amount rests with the customer.
7
04_065280 ch01_6.qxp 7/22/09 4:04 PM Page 7
Ease of set up
Getting your customers to pay by Direct Debit is easy
and involves just a few simple steps. We wont go into
more detail here, as youll have your own procedures
depending on whether your company uses a manual or
paperless system of signing up customers. See Part II
for more information.
Certainty of payment
One of the major attractions of Direct Debit is certainty
of payment and knowing that the amounts due from
your customers will be credited to your companys
account on a certain date. Only errors and non-
payments (where the collection is returned unpaid)
are notified, so your accounts people can carry out
reconciliation by exception.
Growth of customer loyalty
The experience of many companies accepting Direct
Debit shows that when customers choose to pay by
this method, customer loyalty increases. Instead of
looking for new suppliers, many people find it easier to
simply continue paying by Direct Debit.
Some companies have reported an increase in
customer loyalty as a result of offering Direct
Debit as a payment option.
A valuable marketing tool
Direct Debit is now recognised as a way of spreading
costs and budgeting, and many consumers and busi-
nesses welcome these benefits as incentives to sign up.
8
04_065280 ch01_6.qxp 7/22/09 4:04 PM Page 8
Whats more, as a result of cost saving when collecting
payments by Direct Debit, many companies offer dis-
counts to customers who choose to pay this way.
Security and reliability
Built-in security safeguards also protect your company.
Each time you collect payments from your customers,
your company receives a report detailing the total
number and value of all Direct Debits processed and
(if applicable) any amended or rejected records.
Understanding How Direct
Debit Works
Regardless of how your company processes
payments, the same information needs to be
obtained from your customer in order for you
to set up a Direct Debit:
The name(s) of the account holder(s)
The name and address of the customers bank or
building society
The customers bank/building society account
number and sort code
Your company will have specially designed forms asking
for this information and authorising payments to be
taken; this is called a DDI or Direct Debit Instruction.
When the DDI is complete, you agree with the customer
the date that best suits them for payment (collection
date) and send them confirmation of the details to be
signed and returned. If your company is a Paperless
9
04_065280 ch01_6.qxp 7/22/09 4:04 PM Page 9
Direct Debit Service User, this information can be taken
over the phone or Internet and sent directly to your
customers bank without the customer having to sign
anything; this makes the process a lot easier.
Because Direct Debit allows your company to
take a variable amount from the customer,
every time you need to change the amount or
collection date, youll have to notify your cus-
tomer first giving advance notice (either by
way of a letter or a short advice on their bill or
statement).
The payment process
When your company wants to collect a payment from a
customer, you create an electronic file and send the
Direct Debit data to Bacs via an IP connection. The file
then enters the three-day cycle shown in Table 1-1 and
described here:
1. Payment instructions are received on Day 1
(input day).
2. All items are processed overnight by Bacs for
distribution by the banks and building societies
on Day 2 to the customers branch (processing
day).
3. Your customers account is debited and your
companys account is simultaneously credited
on Day 3 (entry day).
10
04_065280 ch01_6.qxp 7/22/09 4:04 PM Page 10
Table 1-1 The three-day payment cycle
Day 1: Input Day 2: Processing Day 3: Entry
Service user sends Bank or Payments
payment file to building society simultaneously
Bacs for processes debited from the
processing payment customer and cred-
ited to the Service
user
No money leaves the customers account until Day 3,
and the debit appears on the customers bank statement
on that day.
Amendments and cancellations
Your customer may change or cancel a Direct Debit at
any time simply by advising their bank or your company.
When the bank is notified, they will send an advice to
you, which must be acted upon immediately.
When a customer calls or writes to change or
cancel a Direct Debit, action this immediately
otherwise your company could be liable for
any errors.
Refunding errors
In the event of an error with a Direct Debit, the cus-
tomers bank refunds the customer under the terms of
the Direct Debit Guarantee (see Part III). If the error is
caused by something your company has done, the
bank reclaims that amount back from your company.
11
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12
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Part II
Direct Debit and
Your Customers
In This Part
Finding out how many people use Direct Debit
Discovering who likes Direct Debit
Working out who doesnt get it
Dealing with both types of customer
W
ith over 75 per cent of the UK adult population
having at least one Direct Debit, the chances are
that most of the people you speak to know something
about it. But thats not to say that everyone is confi-
dent in using Direct Debit. This part helps you to work
with your customers, no matter what their previous
Direct Debit experience has been.
Working Out How Popular
Direct Debit Really Is
Positive disposition towards Direct Debit is at an all
time high and Direct Debit is now the preferred pay-
ment method choice for half the bill paying population.
05_065280 ch02.qxp 10/11/06 2:14 PM Page 13
23 per cent of the bill paying population are what we
call selectives (people who choose to use Direct Debit
for some bills but not others due to personal circum-
stances). A whopping 50 per cent are preferrers (or
people with a positive disposition towards Direct
Debit). Not surprisingly, preferrers and selectives are
more likely than other people to recognise the benefits
that Direct Debits bring.
So how do you know who the selectives are? Well as
long as theyre happy with your company and the level
of payment, theyre likely to sign up to Direct Debit.
The preferrers are even easier; simply tell them you
offer Direct Debit as a payment option and theyll sign
up without a whimper.
People Who Like Paying
by Direct Debit
Customer benefits associated with Direct Debit make it
a popular way to pay bills:
Its convenient no more queuing.
Direct Debit allows customers to spread the cost
of your product over time, often on a date that
suits them.
Direct Debit offers peace of mind no missed bills
or penalty payments due to postal delays.
It can often be cheaper (many companies offer
discounts for payment by Direct Debit).
Direct Debit is backed up by a Guarantee offering
an immediate refund if any dispute arises.
14
05_065280 ch02.qxp 10/11/06 2:14 PM Page 14
Figure 2-1 shows that Direct Debit is favoured almost
equally by men and women, and across all age groups
except the very young and elderly. The financially well-
off are also high users of Direct Debit.
Figure 2-1: Direct Debit users.
Almost half of all Direct Debit users surveyed
said that they would be less likely to switch
service provider than if they were using an
alternative payment method. So Direct Debit is
a retention benefit if your company operates
in a competitive market.
People Not So Keen on
Direct Debit (Yet!)
15 per cent (over 6.7 million) of UK adults who have a
bank or building society account do not have any
Direct Debits. 12 per cent of all UK adults aged 17 years
or more say they will not use Direct Debits (8 per cent
are reluctant and a further 4 per cent claim they are not
able to use Direct Debit at all).
40%
50%
60%
70%
80%
90%
100%
0%
76%
77%
75%
57%
82%
86%
83%
78%
64%
90%
85%
79%
73%
44%
A
l
l

a
d
u
l
t
s
M
a
l
e
F
e
m
a
l
e
1
7
-
2
4
2
5
-
3
4
3
5
-
4
4
4
5
-
5
4
5
5
-
6
4
6
5
+
A
B
C
1
D E
C
2
10%
20%
30%
15
05_065280 ch02.qxp 10/11/06 2:14 PM Page 15
While the percentage is relatively small, some people
havent cottoned on to the benefits of Direct Debit. The
main issue appears to be a fear of losing control. Some
customers think that they lose the ability to state when
the money can be debited from their account with
Direct Debit. Others dont want to spread payments,
preferring instead to pay the bill in one go so they can
forget about it for the rest of the year. Our research
also tells us about concerns customers have about
retrieving any overpayments they might make to some
companies.
Some Direct Debit doubters dont even give a reason;
they just dont like using Direct Debits. These are the
hardest type of customer to win over.
What we know about people who dont have any Direct
Debits set up is that they are generally less well off
than those who do. We also know that 38 per cent of
people who have a bank account but no Direct Debit
are students. These groups feel that they cant afford
Direct Debits or cant afford to let Direct Debits come
out of their account because they just havent the
confidence that the funds are there. They are much
more concerned about going overdrawn and the cost
associated with that, and like to use traditional pay-
ments methods (going to the Post Office or bank to pay
bills) or using cash instead.
Three main things stand out with customers who are
not keen on Direct Debit:
Theyre put off by the perceived hassle of sorting
problems out with their Direct Debit if something
goes wrong.
16
05_065280 ch02.qxp 10/11/06 2:14 PM Page 16
They have concerns about trusting the banks and
companies (service users) in administering the
Direct Debit properly.
They have a low awareness of the Direct Debit
Guarantee and what it means to them (see Part III).
The next section gives some hints on working with
these customers.
Dealing with Both
Types of Customer
The easy customers to look after are those who love
Direct Debit they dont need persuading or being
reminded of the benefits, they just want consistently
good service. If a problem crops up (say, for instance,
your company charges them for the wrong amount in
error, or continues to take payments from them when
theyve cancelled a Direct Debit), you need to sort it
out for them promptly and efficiently in accordance
with the Direct Debit Rules.
More details on sorting out issues are covered
in Part III, which focuses on the Direct Debit
Guarantee.
Working with customers reluctant to use Direct Debit
throws up its own issues. Where customers say they
simply have not been offered Direct Debit as a payment
method or that they simply dont trust some compa-
nies to manage their Direct Debits effectively, your
company can make a difference by the way it manages
and promotes Direct Debit.
17
05_065280 ch02_4.qxp 1/9/09 11:01 AM Page 17
Weve found that organisations offering the
most flexibility in payment dates have the best
Direct Debit take-up (for example, by letting
customers choose the date most suitable to
them; not everyone gets paid on the same day
of the month, remember!).
Offer your customers as wide a choice of pay-
ment dates within the month as possible, to
suit their needs and income. More control
over when the payment is debited means
more confidence that the money will be in
their account. You do need to check with your
accounts people before doing this though.
If youre a Paperless Direct Debit Service User (meaning
you can sign up customers over the phone or Internet
without having to send a paper Direct Debit Instruction
out for them to sign), you may have heard some other
concerns raised by your customers.
Here are some suggestions on how to answer
these concerns:
The security of their information. Reassure the
customer that all information is retained in the
strictest confidence and in accordance with data
protection laws.
The possibility of mistakes. Explain that mistakes
with Direct Debit are extremely rare but the safe-
guards offered by the Direct Debit Guarantee are
included in your confirmation letter in the event
of a query or dispute.
18
05_065280 ch02_4.qxp 1/13/09 11:52 AM Page 18
The possibility of fraud. For example, setting
up a Direct Debit in another persons name.
Protection against this is offered by the Direct
Debit Guarantee.
These answers should help you to overcome the cus-
tomers concerns about paperless sign-up, but if not,
check their address details and arrange to send a DDI
(see Part I) in the post.
19
05_065280 ch02.qxp 10/11/06 2:14 PM Page 19
20
05_065280 ch02.qxp 10/11/06 2:14 PM Page 20
Part III
The Direct Debit Guarantee
In This Part
Remembering your company obligations
Protecting your customers
Working through the process
T
he Direct Debit Guarantee (see the nearby section of
the same name for the actual wording of the guaran-
tee) gives your customers the complete reassurance of
being protected by a number of safeguards, including
an immediate money back guarantee from their bank or
building society if money is debited from their account
in error. They also receive advance notice from your
company at the start of the Direct Debit agreement, and
if the date, amount, or frequency of the Direct Debit
changes. And of course, the customer has the right to
cancel a Direct Debit at any time by writing to or phon-
ing their bank, and also letting you know.
Your Company Obligations
to the Guarantee
No money can be taken from a customers
account until they have been given notice
(normally a minimum of 10 working days) of
the amount, date, and frequency of payment.
06_065280 ch03_6.qxp 7/14/09 9:39 AM Page 21
If the amount, date, or frequency changes, advance
notice of this must be given, allowing the customer
time to query the change if necessary and to ensure
funds are available in their account. With Direct Debit
the customer always remains in control.
22
THE DIRECT DEBIT GUARANTEE
This Guarantee is offered by all banks and building soci-
eties that accept instructions to pay Direct Debits.
If there are any changes to the amount, date or frequency
of your Direct Debit (insert your organisation name) will
notify you (insert number of ) working days in advance of
your account being debited or as otherwise agreed. If you
request (insert your organisation name) to collect a pay-
ment, confirmation of the amount and date will be given to
you at the time of the request.
If an error is made in the payment of your Direct Debit, by
(insert your organisation name) or your bank or building
society, you are entitled to a full and immediate refund of
the amount paid from your bank or building society.
If you receive a refund you are not entitled to, you must
pay it back when (insert your organisation name) asks
you to.
You can cancel a Direct Debit at any time by simply con-
tacting your bank or building society. Written confirmation
may be required. Please also notify us.
06_065280 ch03_6.qxp 7/14/09 9:39 AM Page 22
How the Direct Debit Guarantee
Protects Your Customers
One of the key safeguards offered by the Direct Debit
Guarantee is a money back guarantee. This works as
follows:
If an error is made by the service user (your
company) or bank, the customer is guaranteed a
full refund from their own bank branch. This is
immediate and does not require the customer to
prove anything.
If a service user takes more than they should
from the customers account, or the customer
believes that too much has been taken, the cus-
tomer simply contacts their bank and gets their
money back.
The bank then contacts the organisation collect-
ing the Direct Debit, requesting repayment by
way of an indemnity claim. Your accounts
people handle this process, but as the customer
interface, you should be aware that the process
takes place, to ensure a satisfactory outcome for
your customer.
Another safeguard referred to in the Direct
Debit Guarantee is the right of the customer to
cancel a Direct Debit at any time. To do so, the
customer calls or writes to their bank asking
them to cancel the DDI (see Part I) and may
send confirmation to your company, so that
you can update your records too. In any event,
you will be advised of the cancellation by your
customers bank.
23
06_065280 ch03_6.qxp 7/14/09 9:39 AM Page 23
The Guarantee in Operation
Heres a scenario showing a practical working of the
guarantee:
A customer phones you to query their Direct Debit. They
say that instead of taking 40, theyve been debited 400.
You suspect a keying error might have been responsible,
but youre not sure without further investigation.
Handling the call in the following way should
help to leave a positive impression with the
customer:
Apologise that an error seems to have been
made and you need to urgently investigate the
circumstances.
Reassure the customer that because they paid
by Direct Debit, they are protected under the
Guarantee. Explain that you can arrange a refund
but a much quicker solution would be for the cus-
tomer to contact their own bank branch and
explain the circumstances, asking the bank to
refund the full 400 to the customers account,
which the bank will do today.
If the customer insists they dont want to contact
their bank then sort out the issue through your
own accounts department immediately, if you
can.
24
06_065280 ch03_6.qxp 7/14/09 9:39 AM Page 24
Part IV
Ten Facts About Direct Debit
T
his part covers ten interesting facts about Direct
Debit that you can use as conversation openers at
your next party! Did you know that:
Direct Debits are the most popular method for
paying regular bills.
75 per cent of the entire adult UK population have
at least one Direct Debit.
In the last 10 years, the volume of Direct Debits
has more than doubled to over 2.7 billion a year.
Direct Debits can be used for paying a wide range
of regular bills from TV Licence to charity giving
to magazine subscriptions.
87 per cent of Direct Debit users agree that Direct
Debits are a convenient way of paying bills.
82 per cent of Direct Debit users agree that Direct
Debit is a safe and reliable way of paying bills.
7 out of 10 Direct Debit users would recommend it
to a friend or relative.
8 out of 10 Direct Debit users agree that Direct
Debit saves time.
07_065280 ch04.qxp 10/11/06 2:15 PM Page 25
26
Helpful Web addresses
If you want more information on Direct Debit, check out the
following Web sites:
www.bacs.co.uk
www.bacs.co.uk/bacs/businesses
www.bacs.co.uk/bacs/businesses
/bacs+academy
www.bacs.co.uk/bacs/businesses/sme
Or try phoning the Bacs Helpdesk on 0870 165 0018.
For more copies of Direct Debit For Dummies please call
0870 165 0018 or e-mail bacsacademy@bacsservices.
co.uk.
9 out of 10 Direct Debit users would consider
using Direct Debit for any new future bills.
10 out of 10 readers agreed that their social life
flourished when using these facts as conversation
openers at parties. (OK, maybe we made that
one up.)
07_065280 ch04_2.qxp 11/14/07 2:54 PM Page 26
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SELF HELP AND FITNESS
Payment Schemes Limited (BACS) has been at the forefront of
delivering efcient, reliable and secure electronic funds transfers
between banks, consumers and businesses for over 40 years.
Its principal products are Direct Debit, BACS Direct Credit,
and Standing Orders. These products generate over 5.5 billion
transactions from over 100,000 UK businesses in a single year,
with over 90 million transactions being processed on a peak day.
BACS success is based on its ability to provide unrivalled
electronic payment services for the benet of banks, businesses
and consumers in response to increasing demand.
www.bacs.co.uk
We recognise that product knowledge is key to the delivery
of a quality customer experience. Thats why we are proud to
have been associated with the Customer Contact Association
Excellence Awards 2006.
Through our sponsorship of Team Leader of the Year Award
our aim was to encourage and reward operational excellence
and best practise amongst call centre personnel.
www.bacs.co.uk/directdebit/events
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