Data Protection
What is the most important question when doing Data Protection?
Am I speaking to the account holder?
Can an unauthorized caller set up an IP on an account?
Yes, as long as they know the full account balance.
The customer is calling to submit a meter reading. The last reading on the account is estimated. What process should you do?
Bill Correction
What are the main payment methods on the account balance screen?
Card Payment, An Post Payments, V.A.D.D. Payment.
How should you open a call?
Hello, you're through to Electric Ireland. My name is "___"....
If the necessary details are not present on the account, what security checks must you ask the caller?
If the customer wants to set up an IP, and pay at the post office, after how many days would you put the CRM7 start date?
After 3 Working Days
How many readings can we correct when doing a bill correction?
No more than 10.
After how many days does the Direct Debit request the full amount due on the account?
14 days.
How should you close a call?
Summarize the call. Offer further assistance. Thank the customer for calling.
In order to pass Data Protection with a related partner, what questions should you ask?
Name on the account, Premise address, Related partner's phone number.
What must you advise customer that wish to set up and IP for longer than 12 weeks?
To call Credit Control.
What must we use in order to help customers read their meters?
The RM number of the meter.
What and how much is the Exit Fee?
A charge of 50 Euros per fuel, that customers must pay for breaking their contract with EI.
On the call the customer says "We just moved form that address, can we get that updated?". How should you proceed?
Get the MPRN from the new address and a meter reading from the customer and transfer the call to MIMO.
What is the difference between a Data Protection fail and a Data Protection breach.
A "fail" is when the correct data protection procedures are not followed, however sensitive information is not given.
A "breach" is the accidental or unlawful, loss, unauthored disclosure of, or access to, personal data.
If a customer wishes to set up an installment plan for 10 weeks, what must you advise them?
That there will be a bill issued while the IP is still active. And that the bill must be paid by itself and it will not be included in the payment plan.
How many meter readings does ESB/GNI do over a year?
4 accurate and 2 estimated
The customer's last bill was 200 Euros. They make 4 payments of 45 euros each and a final payment of 30 euro, before their next bill is issued.
Would the customer have any balance brought forward? And if so, how much?
Yes. It would be 10 Euros in credit.
If while making a payment the customer starts saying their credit card number outloud. How should you precced?
Copy the Call ID and flag it to your team leader.
When a landlord is calling in regard to an account that is not in their name, what can they do on the call?
They can open an account in their tenant's name.
A customer's Direct Debit was just cancelled by the bank, and are calling to set it up again. What is the correct process to follow?
We can set up the Direct Debit as long as the customer either, sets up an IP for the remaining balance to be paid by the Direct Debit (treated as new direct debit), or they pay the remaining balance over the phone during the call.
When a customer wishes to submit an electricity meter reading that is lower than the last actual reading, what is the process to follow?
Confirm the RM and serial number of the meter. Then advise the customer to take a timed stamped picture of the meter and sent it to ESB, at reading@esb.ie
What must you do if the customer wants to set up a non-Irish IBAN for the Direct Debit.
The called must download the SEPA Mandate Form and send it to Electric Ireland. Or we can log a query if they cannot access the form online.
The caller says that the account was their mother's account who sadly passed away. The caller is living in another county. How should you react and proceed with the call?
Show empathy. Finish confirming Data Protection. Confirm what are the next steps with the property. "Would you like to open a new account in your own name?". Transfer the call to MIMO.