Routing April 2017

Hello:
You are invited to participate in this call routing survey. It will take approximately two or three minutes to complete the questionnaire.

All agents scoring 100% will be entered into a draw - one lucky agent will receive a half day next Thursday.

Good luck.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

Customer she feels that she is spending too much on her electricity and thinking of switching to EI as she thinks they will be much cheaper. Should you:

Offer the customer a full usage & fuse board check

Complete the Pre Churn form & transfer the call to Dublin Pre Churn

Transfer to Dublin cancellations

Customer calls as Electric Ireland were just at his door. Made an attractive offer to go bill pay so he signed up with them but is now unsure whether he made the right decision or not. There is No 110. Do you:

Offer price comparison, confirm PPP CSUR, offer him a usage check, remind him RAF 50/50 & point out bill pay disadvantages.

As he’s signed up complete the Churn form & transfer the call to Dublin Retention

Complete the Pre Churn form & transfer the call to Dublin Pre Churn

8:30am new tenant calls, just moved into a property, PrePayPower meter on the wall. Happy to stay but as no cards to top up. Do you:

Give him the PAN so he can top up

Direct him to the website so he can get cards FOC

Confirm COT are closed until 9am so call back after 9am and you transfer him to COT

Complete the COT form, offer the caller the COT direct number and confirm they are available after 9am

Land lord calls in, tenant / account holder has moved out, land lord wants to switch provider back to bill pay. Do you:

Fill in the COT form & route to New Sales

Fill in COT and route the call to COT

Pre Churn form & route the call to Dublin Pre Churn

Route the call for temporary LL account

11am Customer inside his COP has not been installed and calls you to cancel. Do you:

Take & email details to supervisor to escalate

Transfer the call to Sales

Pre Churn & route to Dublin Pre Churn

Route the call to Dublin Cancellations

Tuesday evening 7pm Customer calls to cancel PPP Installed two days ago she signed up twelve days ago

Pre Churn form & route to Dublin Retention as Pre Churn are closed

Advise the customer HO closed ask them to call back in the morning after 9am

Email details to [email protected]

PPP customer since 2013 has received a flyer in the post offering new customers €150 & wants to know are they giving existing & loyal customers the same to stay, If not he threatens to leave. Do you:

Explain its a marketing campaign, targeting new customers, the only thing we have for existing customers is RAF 50/50.

Route to Dublin New Sales

Route to Dublin Loyalty

Pre Churn form & route to Dublin Pre Churn

New tenant calls, knows nothing about PPP, you notice there is a 110 on the account. Do you:

Transfer to Sales

Fill in the COT form & transfer him to COT

COT form & route to Dublin Retention

Existing customer & the account holder moving out, not at the property but wants to stay with PrePayPower in his new property. Do you:

Take meter read, note LL details & transfer to COT

Fill in the COT form & route to COT

Ask him to call back with a meter reading

Route the call to Sales