My Account
What does MAO stand for?
What is My Account Online
How can customers sign up for Auto Pay?
What is ..
Online by registering for My Account or using their Existing Account.
By Completing and returning the bottom portion of their bill with a check from the desired account no less than $1.
What are some things that a customer can complete using the IVR?
What is..
What does DNP stand for?
What is ... Disconnection for Non Payment
Auto Pay is deducted how many days in advance?
What is 5 Days.
What are 5 things that a customer can do on their Online Account?
What is Set up AutoPay, Paperless Billing, See their Average Monthly Billing, Get Bill Reminders, Payment Assistance, Info on My Account, Register, Sign in, Links for guest Transactions, General Links, Report a Natural Gas Leak, Report a Payment Made, Report an Electric outage, Report a streetlight outage, Report a Loss or Damage (File a Claim), FAQs
How often can customers change their banking information for auto pay?
What is...
The customer can change the account at any time if their banking situation changes.
What is ....
By utilizing the IVR, the customer is able to receive more efficient service from an agent who is prepared to address the reason for their call.
What does BP stand for?
If you see the MAO on a customers account what dont you offer as a VAS?
My Account online
Why is MAO a Convenience?
What is ....
What options do customers have for Bill Delivery?
What is...
What does IVR stand for?
What is ...
Interactive Voice Response (IVR) system
What does SAP mean?
What is ...
Systems, Applications, and Products
What are the Categories on the Left and right side of CRM for?
What is ...
Business and Technical
Will Accept - Account information and Service Address information.
Why would Security of MAO make customers Happy?
Secured access using a password to protect confidential customer information (Bank account info, Social Security Number, etc)
When customers enroll in Auto Pay they have the option to choose a date True or False?
What is True.
Customers have the option of choosing a "pick-a-date" at least three days after the invoicing date but no later than the due date on the invoice.
When you search IVR in Athena what is the first article to populate?
What is...
#12752
Web and IVR Payments - IN
Will also take the OH article #19197
What does POD stand for?
What is....
Point of Delivery
How long do contracts stay active in CRM?
What is ...
10 Days after Disconnect then the skittles turn from green to red.
What can Customers see in the Billing and Payment info tab?
What is ....
When a customer indicates that they are not receiving their online billing, the agent should first verify with the customer what?
What is ....
In Athena Article #19197 Web and IVR Payments - OH what is the Credit Card Transaction Limit?
What is ..
Customers may have 3 transactions in a 5-day period or 5 transactions in a 30-day period when using a credit/debit card. These transactions are tied to the CenterPoint Energy account number and payment type (Visa, MasterCard, Discover, and Debit/ATM)
What is a Business Agreement?
What is ..
An agreement, that maintains billing and payment information, between CNP and the customer. Also known as the customer's account
What does Pending Contract mean?
What is ...
Pending contract means they call in to get it disconnected but the order hasn’t been completed yet.