Quiz 3

When a customer calls to request a HOLD and the customer can receive same, what should the Customer Care Representative do with the request?

• Generate Service Order

• Generate a hold

• Escalate to the supervisors

A preset timeline [e.g. 5 months] given to a customer to clear an existing balance.

• Hold

• Payment arrangement

• Meter reading exception

• Contract

A short term payment plan in which a payment extension is granted to a customer.

• Hold

• Payment Arrangement

• Contract

• Adjustment

(True/False) From the Customer Care center, the customer is allowed two holds within a twelve [12] month period.

• True

• False

TRUE/FALSE. Before granting a hold the CSR should encourage the customer to pay at least half the amount.

• True

• False

All are requirements for holds except

• no outstanding amount from the previous bill.

• no open DNP on the account

• holds can only be granted for a maximum of 15 days not passing the 25th of the month.​

Identify the meter reading exception in bracket (no reading came in for this meter)

• NIL

• MISS

• IDLE

• LOW

 (TRUE/FALSE) HIGH - The consumption associated with the meter reading is at least 40% higher than the average of the last 3 readings. The Billing agent will have to investigate the reason the consumption is so high for the period.

• True

• False

True or False... Once a reading goes into exception it mean that the reading is incorrect.

• True

• False

All are types of adjustments except?

• REVA

• HIGH

• RPDA

• BDWO