Service
Inspection required when service has been off for ___ (time frame)
1
What month does BB Settle Up occur?
August
The best way to deliver difficult information is using which tool?
Bad News Burger
Name the 3 components that factor into AHT.
Handle time consists of: Talk time, Hold time, and After Call Work.
What is the code for PAT time?
Paid Absence 1x
Polly is an "A" customer and she is starting a second service at an address that is rate 111, there is no suggested deposit. How much would the dep be and would she need to pay it up front or can we bill it?
no dep is needed cor is "A"
Deposits are returned at ___ month of on-time payments
13th
A customer who is not the customer of record, but is able to conduct business on an account
Authorized Customer
What is the Credit AHT Goal?
290
What is the upgrade used when entering OT?
Prearranged 1.5x
Default deposit amount for:
Rate: 111, 211, 711
$100
How many days from enrollment does a customer have to rescind an EL Supplier
7
T or F: DOB verification is required for a non authenticated caller
FALSE
What is the QA goal?
82%
Time code for Earned Unpaid Time Off
No Pay Time Off Earned
Service code for a Hot Meter
27
Customer that is NOT eligible to use BP or Pay Agreements
PIPP
The maximum points on a QA scorecard (for NON ADMINS)
25
What is the percentage breakdown of the weighted components of expectations?
Hint: there are 3.
50% - QA
45% - AHT
5% - FCR
WIN DAY time code
(there are 2 steps to entering)
No Pay Not Scheduled - Win Day in comments
The result of an illegal reconnection of electric service after it has been disconnected.
CPD
Follow Up Code for Recheck Read
Categories worth more than 1 point on an evaluation
Verification, FCR, Listen, acknowledge, professionalism
Define a resolved contact (FCR)
A caller who has not spoken to us in 30 days, who contacts us and does not contact us for the next 30 days.
The 3 entitlements that DO protect attendance
PAT, Vacation, Earned Unpaid Time Off