BBP
What qualifies BP's to be eligible for BBP for residential accounts
Active account and Account has to have a current balance
What type of IP is bp is eligible for if they have broken 1 IP in the last 12 months
IP2
After " Greeting a BP " on a High bill call , what is the next step?
Analyze
Can we issue another outage order if a BP calls for the same issue and has not been resolved?
No , we do not issue a duplicate Outage call.
Do we pick up debris or wood left if BP requests?
NO
Why would we remove a BP out of BBP?
If bp has had 2 missed payments
Can we still set IP's if a BP has a knock on door service order complete?
NO
What do we have to check for if a BP begins a call why bill is so high ?
·An Installment Plan
· A Deactivated Budget Billing Plan
. A Dunning Deposit
· A Returned Payment
If Bp has a " No lights " outage and calls back to report " check wire" do we cancel order already in?
No we not cancel the higher priority.
What is the RAD program? and benefits
Residential Aid Discount , offers discount on distribution/delivery charges
When does recalculation happen for BBP?
Between 7th-10th month
Is there limit on the amount of payment arrangements BP's can get
No
Can we transfer a DC customer to Energy Advisor?
No only MD customers can be tranferred to Energy
Advisor
What are the steps for a " Dig In" for PEPCO?
We refer the call to Control Center Support immediately , quick dial *0902
How is a PESC ( Peak Energy Savings Credit) Credit calculated?
Baseline kWh - Usage kWh X 1.25
Can we send a BPEM to reduce BBP amount
Do NOT create a BPEM for the Back Office to reduce amount
When does the initial payment for IP 50/6 has to be done?
The initial payment must be scheduled at the time of the IP creation (within 2 days).
Name a website /tool we use to help out BP w/ high bill other than UIQ ?
Opower
Is a notification number a MUST when BP is reporting Partial Service?
NO
Where does the BP send death certificate?
pepcocredit@exeloncorp.com
Can a BP have a TPS and BBP?
Yes but budget is based solely on the distribution charges.
For a IP on security deposit , how many months does a BP get ?
6 months
What can we use UIQ for?
Do on Demand Reading and Ping the meter
Can a Tree Trim be reported as an outage order?
No , this will be a service order
What is the script for " Abusive Customers"
Mr./Ms. Customer I would like to assist you, but the language being used is getting in the way.
Mr./Ms. Customer if the language continues, I will have to discontinue this conversation and end the call.
Mr./Ms. Customer the language has to stop, or this call will have to end.
Mr./Ms. Customer I do apologize but I am disconnecting the call.