Tariffs
what is a fixed tariff?
A fixed tariff means that your unit rates (measured in kilowatt hours), and standing charges won’t change. Your energy charges will still change each month according to how much you’ve used.
Signing up to a fixed-rate plan is a good thing because:
Your energy prices won’t go up - even if wholesale market energy market prices do.
You’ve peace of mind - if energy prices increase for other members, you won’t.
You can budget more easily - as certain elements of your monthly charges stay the same.
What type of add-ons does OVO offer?
Charge Anytime
Greener energy
Boiler Cover
What is a smart meter?
A smart meter automatically sends us your meter readings, so your bill is more accurate. Plus, using the OVO app or the handy In-Home Display (IHD) that comes with your smart meter helps you keep track of your energy usage. That means you can control how much energy you’re using, see what it’s costing, and where you can make changes that could help you save.
What is empathy?
Be nice (obviously). We don’t tolerate abusive or discriminatory behaviour
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Personal, confidential information about you or anyone else
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What is Vulnerability?
A vulnerable customer is someone who, due to their circumstances, needs extra care, support, and understanding during an interaction.
What are the fixed tariffs that you can offer?
1 Year Fixed
2 Year Fixed
What is Greener Electricity ?
Upgrade to Greener Electricity for £8 a month, and you'll get 100% renewable electricity from traceable sources.1
And for every person with Greener Electricity, £40 a year goes to supporting new independent UK generators.
Together, we can power a more sustainable future for the country.
What are the different generations of smart meters?
There are currently two kinds of smart meter. The older SMETS1, and the latest type, SMETS2, which is the one we install. With this meter, if you decide to switch supplier in the future, it'll continue to work as it should.
How to demonstrate active listening skills?
What is the vulnerability catogories?
Financial Vulnerability
Health Vulnerability
Life Events
Capability or Understanding
Situational Vulnerability
Are fixed energy tariffs cheaper than variable tariffs?
It depends on market conditions and the energy price cap level.
Fixed tariffs are typically more expensive than variable tariffs when you first sign up, but they protect you from future price increases if the energy price cap rises.
If you choose to fix, and the energy price cap goes up during your fixed contract, you'll continue paying your lower locked-in rates while variable tariff customers see their bills increase. However, if the price caps falls, you may end up paying more on a fixed tariff.
What is Greener Energy?
The future of green power in the UK
This supercharged upgrade is the most traceable way for you to buy green energy. You’ll be able to see where we buy our renewable electricity from and together we’ll help build a community of renewable generators. For every person with Greener Energy we’ll contribute £20 a year to support new independent UK generators. And as you might expect, you’ll be getting 100% renewable electricity backed by power purchase agreements and 100% carbon neutral gas. Together, we’re powering a more sustainable future for the country.
What's an In-Home Display?
Your smart meter comes with a handy digital device called an In-Home Display (IHD). Simple to use, it shows your energy use in real time, and how much it’s costing in £ and p. It’s an effective way to track your usage and help you make changes which could lower your energy bills.
Mrs Thando Mimmy Mammosa Mimiso Musooso calls in crying and states she feels helpless as she as just lost her job and her husband left her for a 70year old woman and her bills are overwhelming.
Demonstrate to us how you would show empathy to this customer?
“Mrs Mimmy, I’m really sorry to hear what you’re going through right now. It sounds like you’re dealing with a lot all at once, and I can hear how overwhelming and upsetting this situation is for you. Losing your job and experiencing changes in your personal life can be incredibly difficult, and it’s completely understandable that you’re feeling helpless.
Please know that you’re not alone in this, and I’m here to support you as best as I can. Let’s take this one step at a time together. I’ll do everything I can to help explore your options and find a way forward that eases some of the pressure you’re feeling.”
Key Empathy Techniques Demonstrated:
This approach ensures the customer feels heard, respected, and supported before moving into problem-solving.
How would you handle vulnerable customers?
What are some of your skills you can showcase on your calls ensuring excellent customer service?
✅ Show Empathy
👉 “I’m really sorry to hear what you’re going through.”
✅ Listen Without Interrupting
✅ Avoid Judgement
✅ Adapt Your Approach
✅ Offer Support
will my bill stay the same every month on a fixed tariff?
No, your monthly bills will still vary based on how much energy you use.
what is Power Move?
It’s not watt,it’s when
Power Move is all about using energy in a way that's better for the planet. It doesn't mean using less. You just have to use energy at greener times of the day.
Because, at peak times, there's more demand for energy. So it's harder for the UK to run on renewable power alone. If people use energy at off-peak hours instead, our country shouldn’t need to rely on fossil fuels as much.
The more power you move, the more chances you have to win.
How your smart meter sends data?
Your smart meter doesn’t connect to your home WiFi. Instead, your data is sent directly to the energy supplier through the WAN (wide area network).
Hi OVO, I'm calling because I'm shopping around for a cheaper tariff. If you can't help me I am going to leave OVO.I have been with you guys for over a decade and recently I find my energy bills are too high. I have a 2 month old baby and a single mom. I'm on benefit which has been recently cut. My husband died 2 weeks ago and I feel OVO's prices are ridiculous!
“Hi, thank you for sharing that with me — it sounds like you’re going through an incredibly difficult time at the moment. From what you’ve said, you’re really worried about the cost of your energy bills and are hoping we can offer you a more affordable option.
You’ve been a loyal customer with OVO for over 10 years, but recently the bills have become too expensive to manage. On top of that, you’ve got a lot happening personally — you’re caring for a 2-month-old baby on your own, your benefits have been reduced, and you’ve recently lost your husband, which must be extremely hard.
Given everything you’re dealing with, it’s completely understandable that you’re feeling overwhelmed and frustrated, and you’re considering leaving if we’re unable to help reduce your costs. Have I understood that correctly?”
List the vulnerability triggers you may come across?
🎯 Emotional Triggers
💸 Financial Triggers
💔 Life Event Triggers
🧠 Health & Wellbeing Triggers
🧓 Capability Triggers
⚡ Situational Triggers
🚨 High-Risk Triggers (Take Extra Care)
Mrs Smith is an existing OVO customer on a variable tariff and calls in to go onto a fixed tariff. Upon giving the customer various options, the customer makes a choice of fixing in and wants to also set up a direct debit.You go ahead and set up the customer on a fixed tariff.Can you also continue setting up the Direct debit?
YES! you can fix the customer in and get them set up on a direct debit.No need to transfer.
What are the different ways a customer can opt in for ADD-ONS?
Online
OVO Beyond-Self serve
Over the phone
what are the benefits of having a Smart Meter installed?
What is your understanding of Call control?
Call control is when the agent leads the conversation in a professional, structured way to achieve the desired outcome efficiently — without interrupting or dismissing the customer.
What are some
Tip for Handling Triggers
When you hear a trigger: