OVO Plans
List 4 OVO PLANS
1 year fixed
2 year fixed
Simpler on demand
Simpler DD
Name 5 ways we can protect our customers with GDPR
Transparency and Consent
Data Minimization
Training employees on GDPR compliance
Offering data subject rights(eg.,access,rectification,erasure)
What is a Direct Debit?
and
What are the benefits of a Direct Debit ?
A direct debit is where the amount and date is the same each month.
Benefits:
customers know what is coming out for their bank each month
easier to manage finances
don't have to worry about it
customer always in credit
Who can tell us someone’s moved in?
and
What Info do you need to ask the customer for?
Anyone!
Full name
DOB
Phone number
Definition of a complaint?
If a customer tells us that something’s gone wrong, or we didn’t do something we were supposed to, we record this as a complaint.
What is charge anytime and how much do customers pay to charge their EV?
Charge Anytime is a free, type of use add-on compatible with any OVO tariff.
Customers can choose to select this add-on at any time on their online account .
They only pay 7p per kWh to charge their EV!
What happens if GDPR is breached?
Fines and penalties
Legal action
Reputational damage
Compensation claims
What is an agreement and what is an arrangement?
Agreement-Set up between OVO and the bank.Effectively, both OVO and the customer’s bank agree that money can be taken from a bank account by OVO.
Arrangement-The part of the Direct Debit which is decided with the customer.The customer and OVO agree on an amount and a date for the Direct Debit.
How do you cancel a COT?
\Cancel Home Move
Using this option will take you straight to the Home Move section of KAE, where you can choose to cancel the Move In.
It’s also a complaint if the customer:
Has had to contact us about the issue more than once
Mentions the Ombudsman
Mentions their MP
Has asked to raise a complaint or requested escalation
List 1 difference between a fixed plan and a variable plan.
List 1 similarities between a fixed plan and a variable plan.
difference-Exit fees
Fixed and Rolling contract terms
similarities-Customers can have a smart meter
Greener Electricity available
What information can we accept from customers to pass data protection and access their account?
Account number
Full name
First line of address and postcode.
Phone number registered on account.
Email address registered on account.
Date of birth.
What is the direct debit amendment timeline?
7 days before the payment date. It's called the amendment deadline.
Where do you go to view the start and end dates for an account and for each supply
Click 'View Account in Kaluza’ at the top of the account page in Salesforce.
This will take you to the account homepage in KAE
Click on the 'Supply points' drop-down box on the left hand side
Select 'View supply point.'
Definition of a Feedback?
If the customer is unhappy with something we can’t control, or doesn't understand something, we record this and address it as feedback.
What are unit rates and standing charges?
Unit rate-Rate charged per kWh of electricity or gas consumed
Unit rates and standing charges are fixed for the length of the contract.
Customers will have to pay an exit fee if they leave.
Generally the cheapest options for customers.
Standing charge-Daily charge that covers the cost to maintain the energy supply network, take meter readings, and support government social and environmental schemes.
-
n a variable plan, rates can change.
The variable rates are set by the OFGEM Energy Price Cap.
We notify customers 30 days in advance.
Liability
Caller who cannot pass security checks can do what?
Caller who can pass security checks but not financially liable?
Caller who can pass security checks and is financially liable?
Give advice -No account info
Give info (no financial-No changes
Anything
What advise will you give to customers when amending their direct debit?
Keep an eye on your account
Give us meter readings
(or get a smart meter on daily / HH readings)
Be aware of future reviews
What's the first thing you ask a customer that is calling to do a Cot in?
The date they received the key from the landlord/letting agent?
It’s also feedback if?
the customer’s dissatisfaction relates to policy, process or legislation that we are obliged to follow.
In addition, feedback can be a customer’s view on our working functions or infrastructure, such as our hold music or adverts.
Pitch a plan!
Simpler on Demand
Simpler Direct Debit
1 Year Fixed
2 Year Fixed
5 minutes to pitch your plans back to the rest of the group.
What to do when Adding a 2nd Contact?
Confirm with the account holder that they would like to add an additional contact
Take the additional contact’s full name, DOB and contact information
Add them onto the account in Salesforce
Have a go - complaint or feedback?
You have increased my Direct debit without my permission!
I called before to update you that my wife has passed away, but I’ve received a bill in her name. I am not happy about this!
I have been waiting for over 20 minutes to get through! What’s going on? I don’t have time for this!
I have just received a bill and there is credit on my account, why it hasn’t been refunded?
Feedback
Complaint
Feedback
Feedback