ZCLA Recap 4

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 [e-mail] 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