Booking
Does booking a smart meter cost any money? If so, how much?
It does not, it is free
What does a smart meter do?
Smart meters can connect with your energy supplier remotely, meaning that they can pull meter readings so the customer doesn't have to.
What does DMC and Non-DMC stand for?
Decision maker contact and non-decision maker contact
What should be the first thing you do when checking if a customer can have a smart meter?
Where can we find the option to add a customer to the PSR or update the PSR prior to booking an appointment?
Users tab
Who is our MOP?
Kingswinford
What does an IHD do?
Through an in-home display (IHD), the customer will be able to see how and when you consume energy, and how much it costs.
When you create a callback in Max Contact and you leave a note, will this note automatically copy over to kraken?
No, you will need to manually copy over any notes into Kraken yourself if you need to
True or false? Smart meters store personal information
False. All they do is send meter readings to the supplier
Where can we add a note to the customer's account?
Events - plus button
How do you cancel a booking?
Properties tab, click on the booking, click on the spanner, click CANCEL
What is the main trait of a SMETS1 meter?
Fitted by the supplier and can only communicate with the supplier who fitted it, for example if the customer switches from eon to octopus, the first generation smart meter will not work as a 'smart meter' anymore
If you're going on holiday and you create a callback, what button do you tick to make sure that callback becomes accessible by other members of your team?
Public callback tickbox
True or false? We can deviate from the script, so long as we do not mix up the message and misconstrue the question/statement, or missing/skipping anything.
True. Feel free to reword, but don't deviate so much as to avoid missing the whole point. Also, be mindful that once you deviate from a script, it can be down to you if something is mistakenly said.
Where can we listen to a customer's previous phone call if we need to?
Events tab, scroll down and select phone then filter results
Yes. It's OVER 8ft where we would need to contact Kingswinford for a specialist job.
Smart Meters use what wireless technology to communicate?
WAN and HAN
Which code should you choose if you need to go and take a loo break?
Unplanned
Do we answer and book smart meters for business accounts? Otherwise known as SME? (Small to medium enterprise)
Yes
A customer calls in (CCI) and passes ID&V. The customer says that they are currently busy but they want a smart meter, so they hurriedly hand their phone over to their partner without saying anything else. Can we go ahead with the call?
Yes. Ideally, we would want to add the person we're speaking to if it's not the account holder to either the notes or as a user. But in this case, the customer has already passed ID&V before handing the phone over so clearly it's fine with them to go ahead and book.
When booking a smart meter, what information do you need from the customer to ensure that the appointment goes as smoothly as possible?
Electric and gas meter locations, any permanent obstructions, free parking details, any pets, COVID risks, PSR/vulnerability risks, contact (18 or over) name and number
What does SMETS stand for?
Smart Meter Equipment Technical Specification
A customer has refused to give you ID&V, and has stated over and over that they are fed up of being contacted about a smart meter, especially due to their vulnerabilities. They really don't want one and are on the verge of raising a complaint. What DMC/Non DMC should you choose?
Refused ID&V
Yes. We need to say it every time, without fail, no matter if we spoke to them 30 minutes or 3 minutes ago.
Neither. We are currently not booking split accounts. That can change in the future though.