COT OUT
The simplest way a customer can tell us they are moving out is via...
Move outs can be processed up to...
The move out date must coincide with the...
online account
28 days in advance
end of financial liability for the property.(End of tenancy agreement)
This is where the renewal window starts. Customers are able to renew from this date onwards. EOC1 Sent.
53 Days before EOC
Name the two main types of POA.
Health & Welfare
Property & Financial Affairs
What differences might a customer experience?
Billing
Payment methods
Propositions
Is your name listed below?
Lets see...
and
Let's get to know you a little more...
Nobuhle-tell us how was your product training experience?
Thabile-What's your perspective of Nutun so far?
Mpiloenhle-How would you rate your experience with your trainer and training colleagues
Thula-If you could shoot someone in our group who would that be
Godswill-What is your long term goal
Snegugu-What is your ideal type of Man to Marry
Zama-Where do you see yourself in 6months from now at Nutun?
Iviwe-What's your favorite food and beverage?
Nontobeko-Do you see yourself driving a car and when
Brendon-What's the most romantic thing you have done for your partner
Zandile-What's your definition of life
Simphiwe-What's your biggest fantasy(be it a place,person,food,job,etc.)
Candice-What do you do for fun
Ngimphiwe-What is that 1 thing you good at?
Nompendulo-Have you considered doing a part-time business
Bongiwe-What was your most embarrassing moment/s.
Anele-Whats your plans for the future
What is TUWY?
Why is it important?
How do we do it?
-TUWY is “Taking us with you”.Proactively offering to supply the customer’s new address.
-retaining customers who are moving out.Maximise the volume of customers who are looking to take us to their new property.
Proactively asking customers when they are moving out to set them up at their new home.Using strong offers to maximise opportunities.Use this checklist to keep you compliant.
This is where the customer will either start their new plan if they renewed or roll onto Simpler.
End of Contract (EOC)
Steps to take for a POA?
Get a certified copy of the POA. We don’t need the whole document, only:
Section 1 "The Donor"
Section 2 "The Attorney"
Signatures page
Ask the customer to send it via post to:
OVO
PO BOX 5280
Worthing
BN11 9RG
Or via email to:
hello@ovoenergy.com
If you get a POA document via email:
Raise a case to: PSR/Vulnerability >
Third Party Communication > LOA / POA
Set the case title to POA and attach the document
Advise the sender we will be back in contact within
10 working daysList 4 external organisations you can signpost customers to?
StepChange
Fuel Direct
Income Max and
Turn2Us
NOTE:Standard hold is for 60 days
I am the father of all fruits,what am I?
banana
What data needs to be captured and why?
-Forwarding Address-Final bill for payment if not digitally enabled-Collections reminders
-Actual Readings-Final billing accuracy-Reduces Home moves disputes
-Continuation of Direct Debit-Ensure the final balance will be collected
What is Price Promise?
If we have a price decrease and the customer contacts us, we will honour the new lower rates (as long as the new contract has not started or they are within the 14 day cool off period).
How can you spot
a LOA?
Are they named as a non-financially liable second contact?
Is there a PSR case with the signed LOA attached?
What is Breathing
Space?
Applies a hold to Collections activities.
Whilst not an organisation, this would be requested through one.
Breathing Space gives customers legal protections from their creditors.
What runs out when you push it?
Your luck.
After the COT Out a final statement will be sent in...
4/6 weeks
Explain The Renewal Process
Press backslash, select “Renew Plan” on the action menu
Offer plans to the customer.
Select the customer’s chosen plan and read all compliance.
If needed, set Direct Debit to new recommended amount.
NOTE:If the customer isn’t eligible for renewal, the same process can be followed using \ Tariff Hop - the customer may need to pay exit fees to change tariff when hopping though!
n order for the LOA to be valid:
The name in the LOA must match the name on the account
The LOA must be signed
What does StepChange do?
Advice about prioritising debts and budgeting advice.
Formal debt solutions such as Bankruptcy.
What is so fragile that just saying its name breaks it?
Silence
If the account is in credit a refund will be issued within...
10 working day from the date of the statement.
How to add products?
Contract and product on KAE
Manage products
NOTE:same process for removing a product
Can you add a LOA onto an account?
YES.We can add a LOA to an account by
following the process listed on Knowledge
What is Fuel Direct?
Allows customers to pay for energy and debts directly through their benefits each week/month.
What has many teeth but can’t bite?
A comb