The M50 Barrier Free Tolling Thread

Hi Sponge bob, BEF are subcontracted by the NRA. They manage the gantries, the image review (cameras that pick up your reg and tags) and the computer systems which are used by the call centre agents. Payzone and now Abran and now subcontracted by BEF.
The only other company I can think of are Sanef who manage the maintenance of the cameras and gantries, they are also french.

Forgive me if I have missed out on anything or I am slightly of the mark but this is all I know.

Payzone manage ALL payments, whether taken in a shop or taken over the phone or over the website.

In reality the call centre is just an answering service, BEF rule and control everything.

Hope this helps

J

Hi Jenny,

I am too an ex TP agent. completely gutted at losing my job when is just seems that no matter what we did BEF were out to get us! this whole moving to abtran lark is purely a publicity stunt to gain the public's confidence. Now thanks to you and hopefully more of our colleagues we can tell the real truth before this all goes too far! you go girl!

What you have said gives customers a much better insight into what really goes on - instead of the complete BS that that they leak to the press. Just a shame that TP were used as the scapegoats in all of this, we had some really good people who worked their butts off and did not deserve this at all.

I am a true believer in karma and these people will get their comeuppance!!

I am another TP employee who previously worked for eFlow customer services. In relation to anyone wondering why Teleperformance could no longer waive penalty charges in any capacity, as of Monday April 27th, Teleperformance agents could no longer waive fines as a "sweetener" (as coined by BetEire Flow)to customers who wish to register an account.

When pressed for reasons why this was the case we were issued further correspondence from BetEire Flow (BEF), alleging that NRA/BEF was being warned from a monopoly commission regarding using the waiving of penalty fines as a sales tactic. They stated that other tag providers (EasyPass, EirTag, Park Magic, etc) had complained about this measure, however to my knowledge customers under other tag providers were also having penalty charges waived left and right as a result of BEFs errors. Their explanation appears to have been completely bogus given that they reinstated this exact policy in the Abtran-run callcentre in Cork. Either they are in breach of a so-called monopoly commission once again, or they have outright lied to their own customer service staff.

BEF likely wished to exploit a get-out clause in TPs contract regarding the grade of service offered by the contact centre. To do so, they made increasing demands and removed options from TPs customer advisors, whilst retaining such "sweeteners" for Abtrans staff. Within roughly 1 1/2 months they were then able to successfully terminate TPs contract without suitable notice to TPs management and therefore its staff.

It should also be noted that TP management was aware of the situation with Abtran and had made requests to BEF that, should they wish to move the contract completely to Cork, they would at least provide some form of notice to accomodate the staff involved. This, of course, was ignored, and, as in many cases, the staff were only made aware of BEFs policies and actions through the press. In fact, many staff members were first made aware they were redundant when Simon McBeth decided to lambast TP on national radio, before our management could notify us.

I hope this provides some clarification regarding the situation TPs staff were in throughout. Everyone I worked with was dedicated to helping our customers in any way we could (even while risking disciplinary action for any attempts to waive charges or escalate customer complaints). The general impression from NRA/BEF was that users of the M50 were not customers that required service, but an outright inconvenience to them when they weren't paying up.

I would also like to point out that the eFlow website laughably remains inaccessible to anyone who happens to use the Safari web browser, not to mention that their entire online account registration process is more or less defunct. The website, for the past 6 months, decides on an arbitrary basis whether you can set up an account for your vehicle. You can quite easily try for yourself by accessing the account registration page at www.eflow.ie, and entering your vehicle registration. The system will then seemingly flip a coin and decide whether to let you proceed or advise you to contact the call centre. In many ways the eFlow operation is ideal for BEF/NRA in that there is no transparency on any level of the service. Payment must be made in accordance with their arbitrary demands, customers are directed away from the website to a Lo-Call number to register accounts, and in all cases regarding passages through the M50 you are deemed guilty until proven innocent.

My sympathies to anyone who at least remained civil with us on the phone, please be aware that we made every effort to ensure you weren't being fleeced by what is now clearly an unfinished and unlawful operation.

Guys, I am so glad the truth is finally coming out.

I really do not want to be associated with the shambolic BEF any longer and really hope that M50 customers also dissociate us from them.

BEF should be ashamed and embarrassed of their antics and I do not know how they sleep at night, i however sleep very well!

This your chance to have all your questions answered so please please keep them coming.......

PMSL @ the banner.

nice banner dumpy!

Guys, just remember that the webform actually goes to TP agents (until next week sometime)

oh that might be something else i forgot to mention - they made TP keep on the email team to clear out the backlog before they took it over!! what a cheek! so the guys are currently working away on this and some other backlogs in the system which BEF were meant to work on but didnt - yet again we are cleaning up thier mess!

:mad::mad::mad::mad::mad:

jenny100 wrote: »

As you can see more and more ex agents of TP are logging on and majority of them have offered their help to all Irish M50 road users, if we were that crap and really didn't care we would not be on here offering our help, again I want to regain peoples faith in Teleperformance as they the best company to work for, to be told I had to leave was the most heartbreaking day I have ever experienced in my life.

Hear hear! What customers maybe didn't realise was that most of the times we put them on hold we were practically begging our supervisors to allow us to go down some avenue to help customers, but with the strict procedures set out we had little in the way of options to help. And when we were backed up by a less than functional system is it any wonder we "weren't providing customer service" or whatever we were accused of.

Yeah, they used to have an email address but changes to a 'webform' around christmas. They said this was because of the anount of spam they were getting!

Just signed up to post on this topic. I received two 47.50 fines in the post despite never being informed that I needed to pay two 3 euro fines at any point in the 14 days they allow you.

I have gotten no satisfaction from the customer support people and so have decided to raise this issue directly with the NRA (big nod to 2pack over on thepropertypin.com for pointing me in this direction).

I think anyone who is dissatisfied with BEF should big screaming at the NRA because this is the public body who contracted BEF to carry our this service.

I have informed the lady directly responsible for this PPP in the NRA that I will be calling her as a witness in any court proceedings against me to explain why she has not recified this obviously disfunctional system. I copied her boss on the mail.

I will be contacting my local councellors and TD's on this issue. I will be contacting every media outlet in the country if the issue goes to court. I'd encourage all other victims of sharp practices at the hands of BEF to follow the same route.

Pay it online with a credit card.

Yeah I've only used it once and paid online afterwards and didn't have any problems.

Website is a bit weird though as it doesn't track how much you owe by your plate so you basically have to tell them how many times you used it instead of them knowing which would seem more logical (an acknowledgement that their system is flawed at its core if you ask me).

Anyway pay afterwards by credit card on the this page on the site:
https://csc.eflow.ie/myaccount/payUTT.aspx

janeybabe wrote: »

And always remember to get a screenshot of the payment receipt in case your payment isn't received by them.

Definitely do this!! It is very important that you get both the "Reference" and the "Payment Reference" numbers, these are key to finding "lost payments". the "Reference" is nearly more important as this refers to the account the payment has gone to, but take both to be sure. If you pay in a store make sure you keep your receipt!!!! Even keep the receipts for a couple of months if you can, in your glove box or something, as some people can have issues even further down the line.

And if you are paying in a shop, get the person serving you to repeat the reg before you pay them, using the phonetic alphabet, and then check the receipt BEFORE you leave the shop to ensure the right reg has been entered.

If you have any doubts whether your payment went through, online or in a payzone store, the best thing is to ring. They take a very hard line in that it is your responsibility to ensure your payment is successful. Saying that you thought it went through isn't usually acceptable and if the person on the phone can't see the payment then more often than not you will have accrued fines which are payable unless you can provide proof of payment such as a bank statement. But that to me seems like more hassle than it's worth.