Call Structure
When do you go through PSR?
Within or after ATP or if heard a verbal trigger
Customer has failed 2 DDs in 6 months - what are our options?
NDL or SPAYG
Give me an example of a past question.
What prevented you from clearing your outstanding balance?
Why did your last agreement with us fail?
What must we check before booking SPAYG?
Smart meter eligible
PSR (Safe and reasonable)
When should we address the OSB on account?
Once DPA completed. " Are you calling to discuss the outstanding balance on the account?"
Whats the importance of recapping on our calls?
Lets the customer know what actions they or us need to take and to ensure customer is fully aware of account status.
If a customer is refusing the outcome of the budget calculator - what would you do?
we need to make them aware that they will continue on our debt journey which will include impacts to credit file, late payment fees and their account being passed to legal
Why do we need to ask ATP on each call?
To understand the customers circumstances and see whether or not anything has changed.
Ensure whatever the outcome, we know its the best one for our customer.
Why is it important that we push for an outcome on each call?
To prevent the account falling back into our debt journey.
Advise the best support options for the customer.
Help customers become debt free.
How can we objection handle when it comes to smart PAYG
Understand the main reason for not wanting the meter and promote the benefits.
Pay when best suits the customer
Longer repayment rates.
Accurate usage.
No damage to health
IHD
What minimum amount can we take payment for?
£1
After a budget form call - what do we need to do on the account?
Add extended P/A flag
Pin Note with TE
Pin the calculator
Send PA arrangement via email to customer
Why do we need to probe when completing ATP?
To help us gain further understanding and support us in making the decision.
"do you have any other debts, "yes" are they in payment plans, when do you hope this will be cleared"
Give me 3 things you need to discuss when setting DD.
Usage, debt repayment and repayment period.
First payment, Monthly payment date, consequences of not paying
DD guarantee.
What consequences do we need to tell the customer?
Depending on the stage of the account - Late payment fees, default notices (effecting credit file).
What are the benefits of using a call structure on our calls?
Ensures every point has been covered.
Get a full understanding of each customer.
Determine the best outcome suited for that customer
Nice natural flow and easy for the customer to understand and follow.
If a customer is refusing the outcome of budget form and can afford to pay and this turns into a complaint - what is the process?
if the customer is unhappy raise a complaint, pin the relevant information (BF calc and notes). If no other element to the complaint exists this is ready to be deadlocked
Give me 3 vulnerabilities qs we can ask?
Impact
What vuln are there
How do they affect the ability to pay
What triggers would you hear from a customer to suggest FD being the best outcome for the customer?
Limited income
In receipt of benefits
Require a longer time to spread debt
Unable to commit to DD.
If a customer is disputing usage, how can we help the customer understand?
Look for estimated meter readings.
Have we had any payments.
Can we install smart?
Promote SPAYG
Consumption conversation
Tariff conversation
Name the bullet points IN ORDER of how the call structure goes.
DPA
Data Cleanse
Account History
ATP
PSR
Payment
Arrangement/ referrals
Cons
Recap
What is the Standard Financial Statement?
A universal income and expenditure statement, together with a single set of spending guidelines. The tool is used to summarise a person's income and outgoings, along with any debts they owe. Primarily for people seeking debt advice.
What circumstance questions can we ask?
What is the reason for the arrears/failed payments
Are you currently in work full or part time
How many people live in property? Any children
How regular is work? Can season impact income (self employed)
Are you currently looking for work?
Is this a long term or short term problem?
How do you objection handle around DDs?
Understand the push back.
Promote benefits, automatically taken - 1 payment for both debt and usage - same amount and date each month
helps customer budget
spread over a period of time that makes i more affordable.
Can you clearly explain to me why I have a catch up bill?
There has been a long period of estimated meter readings, now we have obtained an actual read it shows we have previously underestimated. This larger bill isn't only for 1 month, its essentially covering since the last actual - but we cannot determine exact dates due to amount of estimates. Push for SMART