1. Oyster Sales Service Agent Training 2014
Welcome to the
2014 Oyster Ticket Stop
Training Seminar
Oyster Sales Service Agent Training 2014

2. Oyster Sales Service Agent Training 2014
Fire Exit
Please be aware of the fire exits
Should the fire alarm sound leave the training room, follow the green fire exit signs and make your way downstairs to the front door with the trainer
Leave the building by the front door
Oyster Sales Service Agent Training 2014

3. Oyster Ticket Stop Seminar Agenda
Brief Oyster Sales Service history
Bus & Rail Zones
Ticket Ranges
Photocards
Other Procedures
Oyster cards
Training on xPERT Terminal
Oyster Sales Service Agent Training 2014

4. Oyster Sales Service History
1981 Founded as London District Pass Distributors
1994 First EPoS electronic tickets issued
1995 First Smartcard trial in Harrow
1998 Became part of TranSys under Prestige
2003 New Retail Terminal launched to replace EPoS Terminal
2003 Oyster card launched
2008 Network = 2250 Oyster agents and 1500 manual retailers
2008 xPERT device launched
2009 Network = 3950 Oyster Ticket stops
2010 Now Oyster Sales Service
2011 Paper tickets withdrawn from OSS agents
year anniversary of Oyster card
Oyster Sales Service Agent Training 2014

5. Oyster Sales Service Agent Training 2014
Bus Zones
All Bus & Tram passes cover all zones for 7 days, a month and a year
Tickets are valid on some routes outside greater London (see TfL website)
Oyster Sales Service Agent Training 2014

6. Oyster Sales Service Agent Training 2014
Rail Zones
There are 9 LUL Rail Zones plus A, B and C
Some stations are joint zoned (see map)
Always refer to map for guidance
Oyster Sales Service Agent Training 2014

7. Oyster Sales Service Agent Training 2014
Products available
Oyster - season tickets
(7 Day, Monthly, Annual)
- single fares
(pay as you go)
Oyster Sales Service Agent Training 2014

8. Oyster Sales Service Agent Training 2014
What is capping?
Capping is the maximum amount that the customer will pay in a 24 hour period (from 0430 and before 0430 the next day) using pay as you go
The rate is based on the time, mode, zone and direction of travel
Adult capping is the equivalent of a One Day Travelcard (see price list) or £4.40 if used only on the bus/tram
Oyster Sales Service Agent Training 2014

9. 7 Day, Monthly & Annual (period) Bus & Tram Passes
All Children aged 5-15 inclusive travel free on buses & trams
16 and 17 year olds (now 16+) in full time education and living in London travel free on buses & trams. Those not in full time education and/or not living in London can buy half the adult fare on buses & trams.
Student Oyster photocard (now 18+) holders buy period tickets with 30% discount
Apprentice Oyster photocard holders save 30% against the price of adult rate Bus & Tram Passes
Adults buy Adult rate period tickets
Jobcentre Plus and Bus & Tram photocard holders can purchase reduced rate 7 Day and Monthly Bus & Tram Passes
Oyster Sales Service Agent Training 2014

10. 7 Day and Monthly Travelcards
Children age 5-15 require Oyster photocard to buy child period Travelcards
16 and 17 year olds (16+) require an Oyster photocard to receive half the adult fare period Travelcards
Students (18+) require an Oyster photocard to receive period Travelcards with 30% discount
Apprentice Oyster photocard holders save 30% against the price of adult rate Travelcards
Adults buy Adult rate period Travelcards
Oyster Sales Service Agent Training 2014

11. Oyster Sales Service Agent Training 2014
Photocards
Photocards are required to prove age and eligibility to purchase tickets
Adults do not require photocards (unless they are entitled to discounted travel)
Oyster Sales Service Agent Training 2014

12. Oyster card/Oyster photocard
Adult – standard Oyster card issued by agents
Jobcentre Plus – standard Oyster card + Discount Entitlement loaded by agents
Bus & Tram Discount – standard Oyster card + Discount Entitlement loaded by agents
National Rail Railcard– standard Oyster card + Discount Entitlement loaded by agents
Child – application forms for Oyster photocard available at Post Offices or online
16+ -application forms for Oyster photocard available online only from 1st July 2014
18+ –application forms for Oyster photocard available online only
Apprentice Scheme - application forms for Oyster photocard available online only
Oyster Sales Service Agent Training 2014

13. Jobcentre Plus photocard
Issued to people on the New Deal scheme by the Employment Service agency
Participants must be 16 years of age and over
Photocards are valid for a maximum of 3 months
Holders can purchase any child rate season ticket on Oyster and can pay as you go at child rate
Always check that the person presenting the card is the photocard holder
Oyster Sales Service Agent Training 2014

14. Bus and Tram discount photocard
Issued to people on income support
Photocards issued by the Post Office
Photocards valid for 6 months
Holders can purchase reduced rate 7 Day and Monthly bus & tram passes
Holders pay reduced rate fares on buses and trams using pay as you go
Always check that the person presenting the card is the photocard holder
Oyster Sales Service Agent Training 2014

15. National Rail Railcard
Issued to holders of Disabled, HM Forces, Senior or Young Persons Railcard
Holders can load pay as you go and benefit from a capped rate of 34% below the standard capped rate when using Tube, London Overground, DLR and some National Rail services
No discounts on buses and trams
No discounts on any other tickets
Oyster Sales Service Agent Training 2014

16. Child (5-15) Oyster Photocards
Application forms (5-10,11-15) are available from Post Offices in Greater London or online
5-10 and Oyster photocards allow free travel on buses and trams
5-10 Oyster photocards also allow free travel on Tube, London Overground, DLR and some National Rail services whether accompanied by an adult or not. Children without a 5-10 Oyster photocard will need to be accompanied by an adult holding a valid ticket/freedom pass in order to travel free
11-15 Oyster photocard holders can pay child rate Oyster single fares on the Tube, London Overground, DLR and some National Rail services and can buy child rate season Travelcards
Oyster Sales Service Agent Training 2014

17. 16+ Zip Oyster Photocards
Paper application forms for 16+ Zip Oyster photocards will not be available or accepted at Post Offices from 1 July 2014.
Customers who need to apply for a 16+ Zip Oyster photocard from 1 July can only apply online at tfl.gov.uk/photocard.
16+ Zip Oyster photocards allow travel at a reduced rate on bus, Tube, tram, DLR, London Overground and most National Rail services in London.
Oyster Sales Service Agent Training 2014

18. 16+ Zip Oyster Photocards
The following changes will apply for online applications from 20 August 2014 to speed up the process:
Those aged 16 or 17 on 31 August 2014 won’t have to prove that they are in full time education. Customers aged 18 on 31 August 2014 will still have to prove that they are in full time education
Customers that already have a web account won’t have to provide proof of their age again
London residents will be able to use the credit/debit card they use as payment to prove their London residency.
Oyster Sales Service Agent Training 2014

19. 16+ Zip Oyster Photocards
Promotion of online only application route:
TfL will be contacting all customers whose or 16+ Zip Oyster photocard expires on 30 September 2014 early in July to make them aware that they will need to apply online.
On 20 August TfL will these customers to remind them that they can now apply online for their 16+ Zip Oyster photocard.
There will also be:
adverts in the Metro, posters on the buses, and the TfL website updated with this information.
Schools already aware of these online changes
Oyster Sales Service Agent Training 2014

20. Oyster Sales Service Agent Training 2014
18+ Oyster Photocards
Issued to people enrolled with a school, college or university that's registered on the TfL scheme, on a mandatory work placement in London or on an eligible full-time or part-time course
Applicants must be 18 or above
Applications made online only
Holders save 30% off adult rate 7 Day or Monthly Travelcards and 7 Day, monthly or annual bus & tram passes
Oyster Sales Service Agent Training 2014

21. Apprentice Oyster photocard
Issued to people enrolled on an approved apprenticeship
Applicants must be 18 or above
Applications made online only
Photocards valid for 12 months
Holders save 30% off adult rate 7 Day or Monthly Travelcards and 7 Day, monthly or annual bus & tram passes
PAYG can be added but Oyster single fares will be charged at the adult rate
Oyster Sales Service Agent Training 2014

22. Apprentice Oyster photocard
Always check that the person presenting the card is the photocard holder
The tickets will appear on the xPERT as:
“Travelcard – App”
“Bus & Tram – App”
Please ensure that you issue the correct discounted ticket against the Oyster photocard
Oyster Sales Service Agent Training 2014

23. Expiry Dates on Photocards
Always check expiry dates on photocards before issuing tickets
The xPERT Terminal will not allow tickets purchased on Oyster to expire later than the photocard expiry date
Oyster Sales Service Agent Training 2014

24. Oyster Sales Service Agent Training 2014
Lost Photocards
Jobcentre Plus, Bus & Tram, NR Railcard + Oyster card
Customer obtains another photocard from the issuing source and the agent changes customer details using “Change Details” option
Oyster Sales Service Agent Training 2014

25. Oyster Sales Service Agent Training 2014
Security
Comply with security requirements (see OSS manual page 19)
Report any suspicious activity in or outside your shop
Check photocards before issuing ticket/Oyster card
Security is your responsibility
Keep all stock in safe/locked cupboard
Oyster Sales Service Agent Training 2014

26. Oyster Sales Service Agent Training 2014
Order procedure
All products ordered via the Agent Support helpdesk if required
Oyster cards
Till Rolls
Wallets
Freepost envelopes
Registration forms
You can place orders by contacting the helpdesk by using the following options:
Phone on
Fax on on
Oyster Sales Service Agent Training 2014

27. Oyster Sales Service Agent Training 2014
Payment for sales
Weekly direct debit on Wednesday
DD is collected at midnight Tuesday/Wednesday
Ensure money is banked and cleared by close of play Tuesday
DD collected a day later during bank holiday weeks
3 failed DD’s will result in termination
Oyster Sales Service Agent Training 2014

28. Oyster Sales Service Agent Training 2014
TfL Travel diaries
If requested by TfL please hand out travel diaries to passengers
Information gathered on travel patterns is used by TfL
Payment is made to agent for each completed diary returned
Quarterly draw for passengers to win cash prizes
Oyster Sales Service Agent Training 2014

29. Oyster Sales Service Agent Training 2014
MSS visit
Agents will be mystery shopped each year (quarterly programme)
Shopper will complete report on outcome of visit
Reports compiled and sent to TfL and OSS
Feedback good/bad via your rep
Oyster Sales Service Agent Training 2014

30. Fares Revision seminars
Held annually in November December
Attendance is mandatory
Initial notification in September
Invitation sent 4 weeks before seminar
Oyster Sales Service Agent Training 2014

31. Oyster Sales Service Agent Training 2014
Representative visit
Visit every 26 weeks
Count all stock and consumables and re-order if required
Check procedures are being followed and retrain if required
Discuss MSS report
Check POS and replenish
Oyster Sales Service Agent Training 2014

32. Oyster Sales Service Agent Training 2014
Selling Your Shop?
8 weeks notice is required
Contact Agent Network immediately
Buyer invited to HQ for interview
Buyer is credit researched
Buyer attends training seminar at HQ
OSS Rep completes changeover on agreed day
Advise HQ if plans change
Please remember it is our decision to continue the agency if you sell your shop, you cannot sell the agency with the shop
Shops changing owners within 6 months of being appointed will lose the agency and it will be allocated elsewhere
Oyster Sales Service Agent Training 2014

33. xPERT Terminal training
xPERT is connected to your main business phone line. It receives calls and does not dial out other than emergency polling
Should not be attached to alarm line
Phone line (no more than 3 devices on one line)
All changes to ticket files and software are performed over this line. Please ensure that your terminal is available to be polled at all times
Power supply – standard plug in
Advise us of opening and closing times
If your XP develops a fault phone agent support
Hours of cover are Monday to Friday excluding public holidays
Oyster Sales Service Agent Training 2014

34. Oyster Sales Service Agent Training 2014
Oyster card
Oyster Sales Service Agent Training 2014

35. Oyster Sales Service Agent Training 2014
Oyster card
Oyster is a plastic smartcard with a microchip inside that holds the validity of the ticket. It is a touch and pass system. Other than on buses and trams, customers must always touch in and touch out
There is a £5 deposit on all cards at first transaction
Oyster cards can be reloaded and used over and over again
Oyster cards can be registered (mandatory in some cases)
Oyster Sales Service Agent Training 2014

36. Oyster Sales Service Agent Training 2014
Oyster card
Oyster cards can hold up to 3 different tickets and up to £90 in pay as you go.
Oyster cards can also hold:
7 Day Bus & Tram passes/Travelcards
Monthly Bus & Tram passes/Travelcards
Annual Bus & Tram passes
All products loaded on an Oyster card can be voided within an hour of issue provided they have not been used
Oyster Sales Service Agent Training 2014

37. Oyster card registration
Forms are available from Agents, Tube and London Overground stations and Travel Information Centres
Forms completed by customer, including name, full address and postcode plus password. If any of these are missing reject the form
Registration is mandatory on Monthly and Annual tickets and all Oyster cards that have a Discount Entitlement (Jobcentre Plus, Bus & Tram Discount, National Rail Railcard)
Registration is optional on all other tickets and pay as you go
Customers who have lost registered cards can claim a refund on the lost ticket/pay as you go – ask customer to contact the Oyster Help Desk
Oyster Sales Service Agent Training 2014

38. Oyster card registration
When registering, the agent enters the password, and, if applicable, the photocard number and expiry date (Jobcentre Plus, Bus & Tram and National Rail Railcard)
Agent issues Oyster card, completes bottom section of form including agent number and Oyster card number. Incomplete forms will mean unregistered cards and unhappy customers and agents do not receive any payment!
Forms must be posted daily to Dawleys in Freepost envelopes
50p for each correctly completed form returned
Oyster Sales Service Agent Training 2014

39. Oyster Sales Service Agent Training 2014

40. Oyster Sales Service Agent Training 2014

41. Oyster Sales Service Agent Training 2014
Oyster card
Demonstration of registration process and setting discounts
Change Details
Load TKT
Void TKT
Load pay as you go
Void pay as you go
Negative balance
Oyster Sales Service Agent Training 2014

42. Agent Reports F4 Admin Menu
F2 End of Day – closes current shift and produces a report of the complete day. ALSO CLOSES YOUR TERMINAL!!!
F3 Print Day Report – produces a report of all your day sales
F4 Display Day Report – an on screen breakdown of your day’s sales
Press down arrow to second screen
Oyster Sales Service Agent Training 2014

43. Oyster Sales Service Agent Training 2014
Agent Reports
F2 Reprint EOD – reprints the previous end of day report
F3 Reprint last – reprints previous report or second receipt of latest transaction
F4 Print Invoice – prints copy of your most recent invoice
Press down arrow to third screen
Oyster Sales Service Agent Training 2014

44. Oyster Sales Service Agent Training 2014
Agent Reports
F2 Change PIN – enables you to change your PIN number
Use up and down arrows to toggle between screens
Oyster Sales Service Agent Training 2014

45. Oyster Sales Service Agent Training 2014
Thank you for coming
Oyster Sales Service Agent Training 2014