TRUE OR FALSE
If an authorized user or Good Samaritan fully authenticates the account, you may provide proof of service and account information.
FALSE
Proof of service can only be provided to the account holder. Authentication alone does not grant an authorized user or Good Samaritan access to documents or account-specific information outside their permitted authority.
What does AHT consist of?
Talk Time + Hold Time + After Call Work (ACW)
What is our Offer Rate goal?
30%
What should you do if you are unsure of a process?
Utilize available resources and seek assistance before taking action.
Provide 2 examples of when you would need to transfer a customer to the Emergency Team
✅ Structure on Fire
✅ Duke Equipment Burning/Sparking or Arcing Wires
✅ Entrapment
✅ Line Down
✅ Open Meter Base
True or False : If you are unsure of a process, it is okay to proceed based on what you think is correct.
Utilize available resources and seek assistance before taking action.
When should you refresh a customer while they are on hold?
Even if you don't have a resolution yet, keep the customer informed every 1-2 minutes to maintain a positive customer experience and prevent long periods of silence.
What is our Conversion goal?
6%
What is Street and area lighting repairs (SALR) used for?
Reporting Street and Area Lighting repairs.
Why is it important to ask probing questions?
To fully understand the customer's concern, identify the correct resolution, and avoid taking incorrect actions.
True Or False If an eligible customer calls for a balance inquiry, you do not need to check for sales opportunities.
False:
Sales opportunities are not limited to move-in calls and may be available on any eligible interaction.
A customer has been discussing personal topics for several minutes. What should you do?
Acknowledge the customer, summarize the concern, and redirect the conversation back to the purpose of the call.
Are sales opportunities limited to Move-In calls?
No. Sales opportunities may exist on balance inquiries, payment-related calls, online account assistance, general account inquiries, and other qualifying interactions.
How many times can you attempt a Credit File Frozen PIN, Fraud Alert phone number, or similar verification method?
Two attempts. The second attempt must be a different PIN or phone number than the first attempt.
After two unsuccessful attempts, Close and do not save.
What types of calls are transferred to EP?
Before transferring to EP, review the current and previous tenant accounts, verify balances and DNP history, and utilize available resources.
What's one thing you're proud of accomplishing this month?
There is no wrong answer.
What is ACW used for, and what is the target?
ACW (After Call Work) is used to finalize any required actions after the call. The ACW target is 30 seconds.
True or False: Making the transition statement alone counts as an offer.
False. The customer must agree to continue and receive the full offer presentation.
Can you override an outage? Why or why not?
No. Outages cannot be overridden
If a customer's meter is off or the issue appears unrelated to the outage, agents must conduct additional research and follow the appropriate process. Do not override an outage.
What is more important: being perfect or being willing to learn and improve?
Being willing to learn and improve.
True Or False?
Making the transition statement alone counts as an offer?
False.
The customer must provide consent to proceed before the full offer is presented
What's the fastest way to reduce AHT?
Follow the correct process the first time by utilizing available resources, seeking assistance early, avoiding unnecessary holds or transfers, and reducing rework and repeat calls.
What is not offering on an eligible call considered?
A Zero-Tolerance Opportunity
Every eligible customer must be offered Home Protection Plans. Failure to offer on an eligible call is a missed opportunity and does not meet client expectations.
Which departments require approval prior to transfer, and what must be completed before transferring?
BEX, BST, RES COM, and NCON.
Obtain the required approval.
Can you place an emergency caller on hold?
No. Emergency callers should not be placed on hold.
Remain on the line, gather the necessary information, and follow the emergency transfer process. Emergency situations require immediate attention and should be handled without unnecessary delays