Extra credit Please !
Don`t play with my KPI`s
What`s my line ?
4 letter words
Take My Money !
100

Which 5 Utility companies does Entergy serve ?  

Entergy Arkansas LLC, Entergy Louisiana LLC, Entergy Mississippi LLC, Entergy New Orleans LLC, & Entergy Texas inc.   

100

What would be the "CCC controllable Regulatory Complaints" requirements ?  

13 (Minimum), 15 (Goal), & 18 (Max) 

100

"Thank you for calling Entergy my name is __ how may i help you ?" is your ? 

Opening 

100

WRBN

Wire Burning 

100

Allows Residential & Commercial customers an opportunity to chose a preferred due date for their electric bill 

Pick A Date 

200

Would we be dealing with Residential or business type of calls ? 


Residential 

200

This department would be in charge of monitoring and Evaluating all calls to ensure all KPI`s are being met. 

QA (Quality Assurance) 

200

Asking questions to understand the root cause of the issue or concern would be ? 

Probing questions 

200

TRIM

Tree Trimming

200

What are the two "Bill delivery" options ? 

E-bill & Paper bill 

300

What tool would be available in training & on the floor to make sure agents are providing the right information ?  

IQ (Information Quick) 

300

Quality Monitoring Target ?  

90% 

300

Before giving any information on the account you must make sure the customer passes ____ first ? 

Verification 

300

RFCK

Refund Check Inquiry 

300

Customer has unusually high bills during the summer or winter months. This can be used to average those bills throughout the year. 

Level Billing 

400

This part of the bill briefly describes a description of some of the items on the bill 

Terms and Definitions 

400

Team Solutions per 1K AHC`s requirement's ?  

2.0 (Minimum), 2.5 (Goal), 3.0 (Max) 

400

After "thoroughly educating" the customer, but before giving your closing. You must remember to give your ?

Recap: "Today we __" (restate what took place on today`s call)

400

INPO

Info On Programs Offerings

400

Allows customer to pay installments, which is not the same as an extension agreement. 

Deferred Payment Arrangement (DPA)

500

What 9 countries would Cp-360 have centers in ?  

United States, Greece, Mexico, India, Colombia , Canada, Philippines, Jamaica , & Egypt. 

500

EOC Survey Requirements ? 

93% (Minimum), 94% (Goal), 95% (Max) 

500

"Mr/Mrs __ is there anything else i can help you with today ? Thank you for calling Entergy have a great day" What did the agent forget ? 

Survey: :"Mr/Mrs __ is there anything else i can help you with today ? Thank you for calling Entergy if you would like to take my survey please stay on the line." 

500

RCEM

Reconnect Service Emergency

500

If the full amounts required for reconnect is not received withing 14 days, an automated work order is processed to final the account. 

Non Pay Disconnect 

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