ID
If a call comes in displaying a banner that the customer has been pre-authenticated, what additional information should we confirm to fully verify their identity?
Last Name
For Product Switch, should we put AI notes or Manual Notes?
AI Notes
Which text expander do we use for move-in/move-out?
N.MOVENOTE
How to pause the call recording in Kraken when adding direct debit details?
By clicking the +Card Button in Payments Tab.
We don't proactively offer product add-ons on this state.
ACT
What are the preferred two forms of identification for verifying a customer?
Full Name and OTP
Give two call types that we cannot digi-deflect.
FDV
Life Support
Hardship
Tailored Assistance
CAD requests
Payment Promises
New Customers
When will the customer receive the final bill after moving out?
1-2 weeks after the move out date.
Give three payment methods accepted by Origin.
Bank
BPAY
Cheque
Card
Australia Post
Centrepay
Stripe
Please provide one example each of a plan under a Market Contract and a Standing Contract.
Origin Standing - Standing Contract
All other plans - Market Contract
What's the name of the article for verification?
Identifying Resi/ SME
What are three topics for which we should apply Digi-Deflect?
Product Switch
Refunds
Move In/ Move out
Which tab in Kraken we need to go to in performing move out and what's the button to click?
Properties Tab. Click House Move out
0.67%
The EIC below is for what contract agreement?
'You are taking up [name of energy plan], you'll receive a confirmation letter.'
Market to Market Contract Agreement
What information is not required during the SMS/Ink ID verification process and when making an outbound call?
OTP
Give 2 examples of All kinds of Useful / Adding Value.
Email Corro
Broadband
My Account
Direct Debit
LPG
EV
Payment Plan
Solar
Second Fuel
Rewards and Offers in My Account
Which checkbox should we select if the customer says that someone else will be using the power at the house during the move-out process?
Skip De-En
How many business days' notice we need to cancel a direct debit?
4 business days
What important information should be disclosed before we discuss the rates and fees?
All fees are inclusive of GSTS
Give 3 points of ID that we asked to customer to Fully ID them.
DOB
Full Name
Phone Number
Email Address
Complete Address
Account Number
Provide the complete steps of the call framework?
Engage the Customer
Identify their Needs
Digi-Deflect
ID
Present Solution & Gain Agreement
All kinds of Useful
Summary
Close the Call
What are the four things we have to ask to update the contact details in performing move out.
Mobile / Landline
Email
New Billing Address / Forwarding address
Communication Delivery Preference
What's the two types of Payment Instructions?
Payment Plan & Variable Payment Schedule
Give the four common tariff types
General Usage
Time of Use
Controlled Load
Solar