TECH TOOL KIT
What sysyem would you use to book a holiday or log sickness?
Workday
What unique reference number starting with 'A-' do you use to search for a customer in Kraken?
Account Number
What can we ask to cover GDPR on an inbound call
Account number
Business name
First line of address
Telephone Number
What is the difference between a credit note and a credit balance.
Used to cancel off a charge that has already been issued to the customer
This is a credit that the customer has accumulated on to their account
Name 2 types of meters
Credit
Smart
AMR
Pay as you Go
What would you be doing if you pressed the Hoxhunt button on an email?
Reporting a suspicious looking email
If a customer calls up to change the bank account details for their Direct Debit, which section/tab do you need to head to?
Payments
What is a SAR request? and what does it stand for
Subject Access Request- The customer would like to see the data we hold about them,
What is an invoice made up off?
Customers usage
Tariff prices
Meter readings
EAC/AQ
Balance
Payments
what is a complex meter ?
Two (or more) MPANs: An MPAN (Meter Point Administration Number) is like the unique ID for an electricity supply point.
Example: You might have one MPAN for your everyday essentials (lights, cooker, sockets) and a separate MPAN specifically for things like underfloor heating, a swimming pool, or a storage heater system that gets cheaper electricity at night. Each MPAN records the energy consumption for its dedicated appliances separately.
What is the name of the national computer system that knows all about gas meters and moving gas around the UK. It helps energy companies switch your gas easily.
Xoserve
Where do you go in Kraken to update a customer’s Billing address
Details tab
What should we confirm on an outbound call?
We need to inform the customer that the call is being recorded.
What is CCL?and when will this be added on?
The Climate Change Levy (CCL) is a UK tax on the energy supplied to businesses, designed to encourage them to become more energy-efficient and reduce their carbon emissions
When business customers exceed these levels, they are charged CCL and the higher rate of VAT @ 20%
Electric 33 kWh per day
Gas 145 kWh per day
Who are the DNO
DNO: Distribution Network Operator - What they do: The DNO manages and maintains the physical electricity network in a specific geographical area. This includes the pylons, substations, and underground cables that bring electricity from the power generators to your street and into your homes
Name the The national computer system that knows all about electricity meters in the UK. It helps energy companies switch your electricity easily.
Echoes
Where in Kraken would you go to check a customer’s current tariff, unit rates, standing charge, and contract end date?
agreements tab
Name three Business entities
Sole trader
limited company
Partnerships
Name 3 types of meter readingsp
ops
user
estimate
smart
transfer
COS
What is a MPAN and MPRN-
Metering Point Administration Number-
it is a unique 21-digit number used in the UK to identify the specific electricity supply point at a property.
Meter Point Reference Number-Gas
INK Kraken Slack Wiki & Wiki Whisperer Workday
G-Suite Base ECOES & XOServe Next Wave MyGenius
Name the three main things you would find in the properties tab
Meter details
meter reads
flows
Name three Red flags on a suspicious
account holder is male or female but the voice on the phone does not match - please be super careful with this, just trust your instincts and use common sense
Speaking with the MPXN
noisy background
Be aware of demographics - Does the caller match the profile in kraken, listen to historical calls, does the voice match - don't be afraid to say you will call back. Has the customer accent, language or pronunciation changed from historical calls
what is calorific Value? and why would this cause a provisional charge?
how we convert the gas using the calorific value, and that the calorific value can change daily due to other variables like temperature and pressure.
A provisional charge is Kraken saying I have sort of billed the account, but I am not releasing the bill the customer as I dont have the most up to date calorific value.
Who or What are the MOP and MAM
MAM: Meter Asset Manager - What they do: They are the people who install, maintain, and remove the physical Gas meters.
MOP: Meter Operator - What they do: They are the people who install, maintain, and remove the physical electricity meters.