Extra credit Please !
Which 5 Utility companies does Entergy serve ?
Entergy Arkansas LLC, Entergy Louisiana LLC, Entergy Mississippi LLC, Entergy New Orleans LLC, & Entergy Texas inc.
What would be the "CCC controllable Regulatory Complaints" requirements ?
13 (Minimum), 15 (Goal), & 18 (Max)
"Thank you for calling Entergy my name is __ how may i help you ?" is your ?
Opening
WRBN
Wire Burning
Allows Residential & Commercial customers an opportunity to chose a preferred due date for their electric bill
Pick A Date
Would we be dealing with Residential or business type of calls ?
Residential
This department would be in charge of monitoring and Evaluating all calls to ensure all KPI`s are being met.
QA (Quality Assurance)
Asking questions to understand the root cause of the issue or concern would be ?
Probing questions
TRIM
Tree Trimming
What are the two "Bill delivery" options ?
E-bill & Paper bill
What tool would be available in training & on the floor to make sure agents are providing the right information ?
IQ (Information Quick)
Quality Monitoring Target ?
90%
Before giving any information on the account you must make sure the customer passes ____ first ?
Verification
RFCK
Refund Check Inquiry
Customer has unusually high bills during the summer or winter months. This can be used to average those bills throughout the year.
Level Billing
This part of the bill briefly describes a description of some of the items on the bill
Terms and Definitions
Team Solutions per 1K AHC`s requirement's ?
2.0 (Minimum), 2.5 (Goal), 3.0 (Max)
After "thoroughly educating" the customer, but before giving your closing. You must remember to give your ?
Recap: "Today we __" (restate what took place on today`s call)
INPO
Info On Programs Offerings
Allows customer to pay installments, which is not the same as an extension agreement.
Deferred Payment Arrangement (DPA)
What 9 countries would Cp-360 have centers in ?
United States, Greece, Mexico, India, Colombia , Canada, Philippines, Jamaica , & Egypt.
EOC Survey Requirements ?
93% (Minimum), 94% (Goal), 95% (Max)
"Mr/Mrs __ is there anything else i can help you with today ? Thank you for calling Entergy have a great day" What did the agent forget ?
Survey: :"Mr/Mrs __ is there anything else i can help you with today ? Thank you for calling Entergy if you would like to take my survey please stay on the line."
RCEM
Reconnect Service Emergency
If the full amounts required for reconnect is not received withing 14 days, an automated work order is processed to final the account.
Non Pay Disconnect