Value Plus Activity Type List

Someone called in asking to speak to contract billing; You blind transfer the call. Choose the correct Activity Type to document this interaction.

• Payment: Reconciliation

• Hard Call

• Service: Call Center

• Copy of Documents: Copy of Invoice

Answer explanation

Did not require a specific action on an account

Used when working on 120+ aged accts or bad debt or when sending an acct to WO for approval, follow-up, clear of balance

• Write Off

• refund

• Payment: Reconciliation

• Contract: Contract dispute

Answer explanation

gathering all WO documentation as account is over 120+ in aging

Use for estimated meter reading disputes or Incorrect meter reading

• Contracts: Other

• Medium Call

• Billing: Invoice Clarification

• Meter Reading: Estimation

Customer requests a call back from Sales. Choose the best Activity type to document this inbound call interaction .

• Soft Call

• Service: Call Center

• Logistics delivery: Late/damaged

• Company name change

Answer explanation

Does not require any specifc action to be taken on the account

Both the system (strategy) and the rep can assign a Proactive call for current invoices.

• True

• False

Answer explanation

Yes, the Policy Enforcer and AR rep may assign this activity

Choose the collection strategy path for a Commercial Acct (steps) that has a logical order as the invoice ages

• Proactive Call > Soft Call > Inform Sales > Legal Approval Task

• Soft Call > Follow Up > Medium Call > Proactive Call

• Reivew Meeting Prior to SS> Medium Call > Hard Call > Soft Call

• Escalate > Medium Call > Proactive Call > Legal Approval Task

Answer explanation

The customer called in to pay for Jan-Feb invoices using a credit card but needed the copy of their March invoice.

• Payment: Others

• Payment: Reconciliation

• Copy documents: Copy of invoice

• Follow up Call

Answer explanation

the action you're taking is emailing a copy of invoice

Used after performing skip trace for an additional POC or any dispute elevated to the next level.

• Contract: Contract dispute

• Billing: Address Change

• Billing: Pricing

• Escalate

Answer explanation

You can escalate it to SR, Sales Manager, or FLM

Use when placing or removing credit hold from an account or when releasing Service or Supplies on hold.

• Follow up

• Service Block Call

• Legal Approval Task

• Hard Call

Is it still necessary to create the Activity Type, Payments: Others when logging a PTP?

• True

• False

Answer explanation

As for March 1st, 2023 this is no longer required