OVO Plans
Name the two variable plans and the two fixed price plans we offer
Simpler DD, Simpler on Demand,1 Year Fixed, 2 year fixed
Name 5 ways we can protect our customers with GDPR.
Lock Screen
Strong password
Be vigilant when opening email attachments
Keep mobile phones away when dealing with customer information
Only writing what needs to be written in memos
How do we calculate a Direct debit?
We take their predicted usage x unit rate
Add the standing charge
then divide this by the length of the plan.
List the different support services available to our customers
StepChange
IncomeMax and Turn2Us:
Fuel Direct:
Customer Support Package:
Breathing Space:
How many days is the EARLY COLLECTIONS JOURNEY?
150 days
What is greener Electricity with OVO ?
Greener Electricity is our no nonsense, traceable, 100% renewable electricity upgrade which can be added to any OVO Energy plan at any time.
List the security information that we can accept from a customer when accessing an account
Full name
Account number
Date of birth,
Address
Email, phone number, MPAN and MPRN
What are the 2 important deadlines you need to know when looking to amend customers Direct Debit?
The first comes 7 days before the payment date. It's called the amendment deadline.
The second one you need to know is 24 hours before the payment date. This is the bank deadline.
What does Stepchange do for customers ?
Give advice about prioritising debts and budgeting advice.
Formal debt solutions such as Bankruptcy.
Personal Action Plans:
StepChange take over the finances and makes arrangements with companies directly on the clients behalf.
How many points of contact are made to the customer during the collections journey?
Overall the will be 6 contact points Days: 14, 20, 60, 66, 100 and 150
What is OVO BEYOND app and how can customers benefit from using it ?
OVO Beyond is our very own app. It’s free and is available to any customer who pays by DD and has a Smart Meter.
The app gives the customer insight into their usage and tips about how to reduce their consumption. It also means they can access offers and discounts on our products and services.
It’s there to give customers personalised insights, peace of mind and show them the benefits of living green - essential for getting people on board for zero carbon living!
Name the extra security questions that can be asked if customer is failing DPA.
Last Direct Debit amount
Last 2 digits of the bank account number
Bank name
How many direct debits reviews are done in a years?
4 (One every 3 months)
What is breathing space and how long do we hold the collections case?
Breathing Space gives customers legal protections from their creditors.
Length: A standard hold is for 60 days, but can last longer for mental health crisis pauses
TRUE OR FALSE:
We cannot set up a direct debit for a customer that failed 4 Direct debits in 36 months.
FALSE
Name the 3 bundled Tariffs
1 Year Fixed + Boiler Cover
1 Year Fixed + Greener Electricity
2 Year Fixed + Heating Control
Recall at least 2 customer rights with GDPR and how can a customer request for this?
Right of Access
Right of Erasure
customers can raise a Subject Access Request (SAR) online or you can raise it on their behalf
TRUE OR FALSE
Scenario : If the customer has incorrect usage we can add the customer onto the Exemption Form .
TRUE
When applying a reduction on Customers account, Which external support can we signpost to customers?
If your customer cannot afford to pay for a direct debit , what other options can we offer to assist the customer on the PPLAN ladder?
up to 15%
PAYGO
FUEL DIRECT
STEPCHANGE
What is Charge Anytime and what benefits does this come with?
Charge Anytime is a non-contracted energy add-on, specifically designed to help our customers who own or lease an electric vehicle, save money. In fact, they only pay 7p per Kwh to charge their car.
List the requests we may get from customers or other companies and explain how we handle those requests
The 2 different type are:
Requests for information (RFI)
Requests from the Police, HMRC, DWP or Solicitors
************************************
How to handle:
Ask the caller to fill in a DPA form - if the caller is genuine they will be ok to do that.
send the request through to requestforinformation@ovo.com
My DD hasn’t been taken, why?
Not enough funds - This is where the Direct Debit payment hasn’t quite aligned with perhaps when the customer gets paid. We will attempt to take the payment 10 working days later so the customer won’t need to do anything.
DD cancelled - Salesforce will tell you on the top banner if the DD has been cancelled. It is very rare that the system will cancel the DD so likely the customer will need to reinstate this. Customers will now receive a text from us 2-4 days after their cancellation (7 days if postal comms) to let them know and redirect them to reset the DD.
What other grants and payments can a customer apply for to assist with their energy bills?
Warm Home Discount: £150
Cold Weather Payment: £25 if temperatures drop below 0 for 7 consecutive days.
Winter Fuel Payment: People of a pensionable age receive between £100-£300 to help pay for their energy each year
What are the different vulnerability categories we may encounter on our calls?
Financial
Mental Health
Physical Health
Life Events