WorksheetsZCLA Recap 4
Total questions: 13
Worksheet time: 7mins
What piece of information do you need to take from Ecoes to find out when the day and night registers clock?
TPR
SSC
PC
MPAN
To find out if the customer has transposed reads / TPRs, what test would you ask them to perform?
Load test
Creep test
MAT test
Smart meter health check
What team would you raise a case to if you have discovered that the customer has transposed reads?
Billing
Settlements
Team Leader
Agreed reads
Bereavement: if the customer isn't happy to wait on hold for the ring fenced team, what should you do?
Explain that they will have to call back another time when we are less busy
Pop yourself a calendar reminder and give them a call back at a later time
Email details to bereavement@ovoenergy.com with ‘Call Back’ in the subject
Disconnect the call
Bereavement: When calling through to the ring fenced bereavement team, how long should you wait on hold for?
2 minutes
As long as it takes
Don't call them, just cold transfer the call straight away
5 minutes
Which team deals with processing a Power of Attorney?
Admin
Billing
Complaint resolution
Home moves
What case catergory should I choose when raising a Power of Attorney case?
Billing
Admin
PSR / vulnerability
POA
To add POA we need a copy of the POA certificate
False
True
How can you spot if POA has been added to an account? (Select 2)
Check the cases tab
POA will say yes on the account next to PSR
Extra financially liable contacts will appear on the account
Check memos and emails sent
What is the name of the free service we can signpost to our customers with financial vulnerabilities?
SAR
SMS
SCE
CSE
It's compliance to signpost the Warm Home Discount to customers in financial difficulty
False
True
What are the names of the charities that Collections can signpost to our customers?
Stepchange
Turn2us
OVO Fund
All answers are correct
As ZCLAs, we can offer 12-month payment plans
True
False
