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My Account
Auto Pay and Paperless Billing
IVR
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100

What does MAO stand for?

What is My Account Online

100

How can customers sign up for Auto Pay?

What is ..

Online by registering for My Account or using their Existing Account.

By Completing and returning the bottom portion of their bill with a check from the desired account no less than $1. 

100

What are some things that a customer can complete using the IVR?

What is.. 

  • Retrieve account number
  • Update phone number
  • Request a copy of a bill
  • Request a letter of credit
  • Enroll in bill notification
  • Provide payment mailing     address
  • Receive billing information     & account balances
  • Make a one time payment
  • Report a payment
  • Reconnect for DNP
  • Request payment assistance
  • Enroll in Balanced Billing     Plan (BBP)
100

What does DNP stand for?

What is ... Disconnection for Non Payment

100

Auto Pay is deducted how many days in advance?

What is 5 Days.

200

What are 5 things that a customer can do on their Online Account?

What is Set up AutoPay, Paperless Billing, See their Average Monthly Billing, Get Bill Reminders, Payment Assistance, Info on My Account, Register, Sign in, Links for guest Transactions, General Links, Report a Natural Gas Leak, Report a Payment Made, Report an Electric outage, Report a streetlight outage, Report a Loss or Damage (File a Claim), FAQs

200

How often can customers change their banking information for auto pay? 

What is...

The customer can change the account at any time if their banking situation changes. 

200
What is the Benefit of using IVR?

What is ....

By utilizing the IVR, the customer is able to receive more efficient service from an agent who is prepared to address the reason for their call.

200

What does BP stand for?

What is .. 

Business Partner
200

If you see the MAO on a customers account what dont you offer as a VAS?

My Account online 

300

Why is MAO a Convenience?  

What is ....

  • Available     24 hours a day
  • Customer     can manage their account without contacting the Contact Center

 

300

What options do customers have for Bill Delivery? 

What is...

  • Paper bills 
    • Customers will receive their monthly statement via mail each month.
  • Paperless billing, also called, Online Billing (OLB). 
    • This option is for customers that wish to receive an email and no paper statement each month when their bill is due.
300

What does IVR stand for?

What is ...

Interactive Voice Response (IVR) system

300

What does SAP mean?

What is ...

Systems, Applications, and Products 

300

What are the Categories on the Left and right side of CRM for?

What is ...

Business and Technical

Will Accept - Account information and Service Address information. 

400

Why would Security of MAO make customers Happy? 

Secured access using a password to protect confidential customer information (Bank account info, Social Security Number, etc)

400

When customers enroll in Auto Pay they have the option to choose a date True or False?

What is True.

Customers have the option of choosing a "pick-a-date" at least three days after the invoicing date but no later than the due date on the invoice.

400

When you search IVR in Athena what is the first article to populate?

What is...

#12752

Web and IVR Payments - IN

Will also take the OH article #19197 


400

What does POD stand for?

What is....

Point of Delivery

400

How long do contracts stay active in CRM?

What is ...

10 Days after Disconnect then the skittles turn from green to red. 

500

What can Customers see in the Billing and Payment info tab? 

What is ....

  • A link to View Recent Bill (click to see the most recent invoice sent to the customer)
  • Paperless Billing information (if paperless billing is activated, the type is displayed)
  • Billing Address information
  • A link to View Billing and Payment History (click to see invoices sent to the customer up to 12 months previous)
  • Automatic Payment information (Enrolled/not enrolled)
  • Bank Account Name information (if bank account info has been stored online for future use by customer)
  • Bank Account Number (only the last four digits are visible, if bank account info has been stored online for future use by customer).
500

When a customer indicates that they are not receiving their online billing, the agent should first verify with the customer what?

What is ....

  • If they have checked their SPAM or TRASH folder
  • If they remember unsubscribing from CNP's emails.
500

In Athena Article #19197 Web and IVR Payments - OH what is the Credit Card Transaction Limit?

What is ..

Customers may have 3 transactions in a 5-day period or 5 transactions in a 30-day period when using a credit/debit card. These transactions are tied to the CenterPoint Energy account number and payment type (Visa, MasterCard, Discover, and Debit/ATM)

500

What is a Business Agreement?

What is ..

An agreement, that maintains billing and payment information, between CNP and the customer. Also known as the customer's account

500

What does Pending Contract mean?

What is ...

Pending contract means they call in to get it disconnected but the order hasn’t been completed yet.