Vivint HBE
Are Homeowners and Renters eligible for this product?
No, only Homeowners are eligible to take this promotion.
How much is the incentive for the Vivint Products?
Transfer = $4
Sale = $20
Installment = $5
What does the "DO NOT OFFER" flag means on the account?
It means that the account might not eligible for an Additional Product due to:
• Past due account
• Scheduled swap
• Scheduled move out date
• DPP
• Prepay Plan
• Product specific eligibility (e.g., AC/Heat will not be offered if the customer is not an owner)
What two products are included on this promotion?
Doorbell Camera & Smart Thermostat
If the customer did not accept the plan and the additional product, should we offer the Vivint Offer.
Yes, we should always offer the products available for the customer. Vivint and the AP can be used as an additional feature and benefit for the customer that can enhance the customer value.
What does Retentive Services mean and what should we offer to increase it?
It refers to the additional services that we can offer to the customer to add value to the account. i.e.
Ebill, Auto pay, OAM, AMB, SMS
How do I reschedule my installation appointment?
Ask the customer to contact Vivint directly at 800-216-5232 to reschedule their installation appointment.
Is Vivint a product available only for Homeowners?
No, we can offer the transfer to Homeowners and Renters.
How is the R/C Calculated?
Number of sales completed divided by the opportunities received. It is based only on the opportunities that we receive with Proactive offers.
How does the pitch rate works for Vivint HBE?
We must disposition the call selecting "Continue" or "Decline" when we offer. We should only click the "x" if we were unable to offer or the customer is interested in the future.
If the customer drops the line while on hold waiting for a Vivint agent, are we able to call the customer back?
You are required to release the Vivint agent and make one attempt to call the customer back
Does the "DO NOT OFFER" flag impact Renewals, Additional Products, Vivint Transfer and Vivint HBE?
No, it only impacts Additional Products, the other promotions are either process that we must follow on the account (Renewal) or third-party promotions not related with the electricity bills (Vivint).
What is the process that we follow to enroll the customer on Vivint HBE?
-Click the Proactive offers to identify the promotion
-Read the scripting on the offer screen verbatim
-If the customer agrees to the Vivint Home Base Essentials offer, click Continue.
-Read the Vivint Data Consent disclosure verbatim
-Read the offer requirements on the Vivint Data Consent screen
-Read the Reduce Your Use Program details verbatim
-Use the Vivint Scheduling Tool to schedule the installation appointment with the customer
How is the Pitch Rate calculated?
Leaving a contact log for "Vivint Transfer" or "Vivint Decline". We can do it directly in the contact log or selecting "Continue" or "Declined" on the offer screen.
How is the Vivint Ratio Calculated?
Vivint transfers + HBE Schedules / Opportunities Received.