schedule adherence
What is the 2 step process of calling out?
1st call the TelAffects Attendance Line
2nd call the Duke Virtual Scheduling Assistant
How long can you sign into Avaya before your schedule time?
5 minutes prior
Would you create a BPEM
NO, you would ask for approval from a supervisor.
Xfer to home sales surge/wire/water heater/
Surge Protection for homeowners.
Surge Grounding and Enhanced for homeowners IF CUSTOMER REQUEST.
We take a look into Frank's account, and it appears that he is being charged for his neighbor's meter rather than his own. His premise is correct in C4C, but the meter seems to be wrong. Which BPEM category would you use to investigate this?
potential crossed meters
Experiencing technical issues what do you do?
Post in your Inbound Team chat first and we will respond accordingly and let you know if you need to reach out to IT.
You work 10 AM to 7PM, You have to leave early due to a rare emergency at 4:10PM, You call DE Scheduling assistant at 4:12PM. What is the time you will enter into the system.
Please enter into the system you absence starting at 4:14PM to 7PM
Authorize Users can set up Installment Plan, Change Email, Phone Number, Request a Move Out
NO, only the Account holder can request so.
A customer calls in today 09/27, and claims that they actually moved out on 08/01. How should you proceed?
BEFORE creating a BPEM, notify a supervisor so the supervisor can identify the call, listen to it in Verint and respond appropriately.
If a customer says they want to be transferred back to the IVR system, should we transfer them or offer to take the payment?
We should always, always, always offer to assist the customer FIRST. If they are adamant about not wanting your help, then transfer them back but we should never just transfer them back with offering to help first
If no one answers do you leave a voicemail?
YES
Your power goes out at 12:30PM, you call DE scheduling assistance line at 12:33PM, enter into the system 12:35PM for 1 hour until 1:35PM. If your power is not back on by 1:25PM will you call back in for another hour before or after your first hour is over. Is this correct?
Yes and it will be before.
This isn't yes or no but where would you ask for customer information or help with an account.
In TEAMS Chat.
Can you tell me which school system(s) will be a guarantor for new new teachers to not pay a deposit to establish their electric service? What is the source link?
DEC- deposit blanket guarantors-school system
Alert Tab, Ping their meter, Check premise details or Utilities 360 for a move out date.
What is the phone # to Duke Virtual Scheduling Assistant and what do you have to state.
Phone #: 800-349-3853
Enter your Employee # and report absent 1, late for schedule 2.. Enter 2 minutes before your shift starts.
When logging out what are the main things to do before shutting down your computer?
Clear your cache & cookies for the last 24 hours AND press the red log out button.
Would you just xfer a customer to speak to a supervisor?
NO, you would warm xfer
Source lookup: What are examples of "sensitive" customer. What article did you read on it.
DEC - Sensitive Customer
When a customer exceeds their IP what else can you offer?
DNP extension, agencies in area.
2 Part Question:
What is the TelAffects Attendance Line and what do you have to say?
Phone #: (407) 936-3130, ext. 1111.
State your name, the name of your Supervisor, the situation and the expected return to work ETA.
What information you will need for attendance?
DE employee ID and your password is the last 4-digits of your DE ID
If a caller has 2 cancelled IP can you create another one?
NO
Can you send a customer a letter that they are setting up new service? If so, where can you locate that?
Yes, setting up new service through AdHoc - under customer service.
MOU 1st and 2nd script
1st part: Now that I have addressed your call regarding your utility services, may I check your account information to see if we have optional products or services that may be offered for your address?
2nd You may elect to obtain these optional products and services from parties other than Duke Energy to whom we will provide your Customer Information if you request us to do so. Are there third parties that you would like us to provide your Customer Information to at this time?