Booking
Who are Kingswinford?
The are our meter operators, and we hire them to fit and install smart meters as well as repair meters.
As far as the customer goes, we do not disclose we work with Kingswinford, we simply say something like, 'an installation partner'. They will be carrying EON ID or may be wearing EON uniform.
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.
Direct them to the inbound customer service line
True or false? Smart meters store personal information
False. All they do is send meter readings to the supplier
Where can you find the smart eligibility function on Kraken?
Details tab, scroll down Additional Information, View
Do we book smart meters for businesses as well as domestic accounts?
Yes we do! Just be careful when on the appointment booking window to choose the correct one
What does an IHD do?
BONUS POINT CHANCE
What does AIHD stand for and what does it 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.
An AIHD is an ASSISTED In Home Display, and the difference with these is that they have larger, easier to read text, and some models even come with the ability to read out displays, for any vulnerable customers or customers that are on the PSR.
You attempt to make a booking for a customer, but the time slot you have chosen comes back with an error.
What has happened and what should you do next?
It usually means that the booking took a while and someone else may have taken that booking slot in the mean time. No worries, just go ahead and rebook choosing a different time slot!
On the script, are you supposed to read out absolutely everything?
No. There are sections that you can skip if it does not apply to the customer. The only exception to this is any text in red, this should always be read out
What does PSR stand for and where can you find it?
Users tab>Priority Services Register
Can you book a smart meter for a customer who is on PAYG?
Yes, you can upgrade them to a SPAYG
What is the main disadvantage of a SMETS1 meter that makes it inferior to SMETS2?
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
They are guaranteed for 1 year from installation. If it becomes faulty and it's not through negligence etc. then an engineer can be booked to go out and replace it. This has to be done through customer service inbound
When making an outbound call, what is the phrase we need to say every time without fail?
"Just to let you know, this call is being recorded for training and monitoring/quality purposes."
Explain the 2 steps where to find the booking window on Kraken
1. Properties tab
2. Book siteworks
How long does the appointment take?
SECRET BONUS POINT CHANCE!
What will the engineers be carrying to help facilitate the loss of power during this time?
1 hour per fuel. So if they have BOTH gas and electricity - 2 hours.
Bonus answer: Power bank that can support some laptops and phones
Smart Meters use what wireless technology to communicate?
WAN and HAN, 2g/3g
SECRET BONUS QUESTION FOUND!
What 3 things should you do if Kraken stops working altogether? (an actual breakdown, not just internet being slow) BONUS 3 SETS OF POINTS!
1. Contact TL and raise it with them
2. Work on anything your TL gives you
3. Focus on self-led training and learning until you hear back from TL
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, PSR/vulnerability risks, contact (18 or over) name and number
You are about to book a smart meter when you discover that the customer has a gas-only account. What are your next steps?
As it's now an escalation, continue asking all of the questions and recording the answers, then you will need to call Kingswinford and pass on the information to them so they can book it.
A customer wants a smart meter, but they have told you that there was a failed previous attempt from a past appointment. You check Kraken and can see no evidence of any previous appointments. Should you still go ahead and book?
Yes, so long as:
1. The smart eligibility tracker says YES
2. As there is no historical evidence of a failed booking
What does SMETS stand for?
Smart Meter Equipment Technical Specification
Give 3 examples of an escalation matrix
- Meter above 8ft
- No parking available at all
- Split accounts
- Kraken booking shows as error
A customer says they don't want a smart meter. They refuse to give you any information so you can't pass ID&V. Furthermore, they have insisted you take them off the calling list otherwise they will raise a complaint. What would you do?
Nothing, as we cannot make any changes to an account unless the customer passes ID&V first. In this case, the customer will go back into the calling pool.
SECRET BONUS POINTS QUESTION FOUND!Are these accounts split or dual fuel?1. Electric with EON, gas with British Gas
2. Electric with EON, gas with EON
3. Gas with EON, Electric with Octopus Energy
3 SETS OF POINTS UP FOR GRABS!
1. SPLIT- one fuel with us, another with someone else
2. DUAL FUEL - BOTH fuels with us
3. SPLIT - one fuel with us, another with someone else