2021 Goals
Rate Plans
Leadership
Call Center Operations
Glossary
100
85% or greater
What is Availability
100
A pricing option designed to help customers by allowing them the flexibility to purchase electricity when they want, in the amounts they choose.
What is Prepay
100
I am the Customer Care Center Director as of 05/15/2015
Who is Travis Bell
100
The average time it takes to handle a series of calls
What is AHT
100
A one-time fee that helps recover the cost of placing an account in a customer's name for billing.
What is the Account Establishment Charge
200
80% or greater
What is FCR (First Call Resolution)
200
A pricing option designed to help customers save money who are able to shift electric usage from peak hours (2 PM to 7 PM, weekdays excluding holidays, June through September) to off peak hours.
What is Nights and Weekends
200
Our (CCC) Customer Service Operations Manager?
Who is Delia Abner
200
Customer Satisfaction Score
What is CSAT
200
A program intended to assist residential customers during the process of connecting or transferring service. This free service will assist customers in selecting and ordering other utilities and services.
What is Allconnect
300
20% or less of ACW and Hold Time
What is Average Handle Time (AHT)
300
A pricing option designed for customers with electric vehicles.
What is TOU-PEV
300
I am SVP, Customer & Corporate Svcs
Who is Nicole Faulk
300
Average time spent in "Wrap Up" for the consultants in seconds
What is ACW
300
A program that allows residential and non-residential customers to pay their monthly bills in prearranged amounts. The amount of each bill is based on the customer's actual energy consumption for the current and previous 11 months.
What is Budget Billing
400
65% and monthly through the end of the year
What is connects vs transfer goal for October
400
A contracted pricing option allowing Residential customers to pay the same electric bill amount (pre-tax) each month for one year, regardless of how much electricity is actually used.
What is Flat Bill
400
I am the President of Georgia Power Company
Who is Christopher Womack
400
Average time spent talking per call
What is Average Talk Time
400
The average value of power or related quantity over a specified period of time.
What is Demand
500
470 and 1152
What are Vivint and Allconnect goals
500
A pricing option designed to help customers save money by avoiding the use of major appliances at the same time AND by shifting electric usage from peak hours (2 PM to 7 PM, weekdays excluding holidays, June through September) to off peak hours.
What is TOU-RD (Smart Usage)
500
Who is our (team Falkenberg's) quality partner
Who is Sonya Nichols
500
Manages the workforce, the employees time and schedules
What is Work Force Management
500
Any personal information such as Social Security Numbers, Tax ID's, Driver’s License Numbers and Bank Account Numbers.
What is PII
(Personally Identifiable Information)