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RX Training/Learning Capture - Coggle Diagram
RX Training/Learning
Objective
Efficiency
1 to 4500 customers per specialist
Specialised skillset
Culture
Creative
Autonomous
Diverse/Unique
Customer Experience
End to End
Right for Customer
Tailored
Octopus Energy Podcast
Octopus Energy
Mission
Taking ownership
Expanding horizons/skills
Embracing creativity
Individuality
Autonomous decision making
Collaborative
Flat structure
Accountability
Decentralised
Embracing failure
Supportive culture
Learning opportunity
1000 employees across the UK and Australia
Billing
High bills
Bill review
Appliances
Heater/AC
Hot Water System
Standby power
Energy efficiency
Education
Concession
Outstanding balances and fees
Energy plan discounts
Rate changes
Incorrect Tariff
Estimate Usage
Kraken Billing
Regulations
Bill every 100 days for standing contracts
No bill on public holidays
Bills triggered if bill date is +-15 days from NSRD
When do we bill?
Market/Estimate Reads from DB/MP
Customer's self read
Kraken estimate
Quarterly Bills
Core Principles
Meter Reads
Adding read = Adding charge
Prices
Depends on plan
Statements
Open
Current period
Closed
Statement hasn't been sent to the cust
Issued
Statement has been sent to cust
Held
Unusually high charge
Unbilled readings
Bills over $2K
Repayments
Overdue amounts
Insufficient data
Meter Read Problems
Quarantine
Invalid
Mark as safe
Meter read is safe
Rebilling
Bill to
Bill from
Reverse charges
Agreements
Rates
Meter Types
Product Switch
New quote
Pricing and Products
Pricing
Supply
GST
Advised inclusive of GST to cust's
Rates
Network costs
Retail costs
Generator costs
Tariffs
Meter
Peak
Off Peak
TOU
Flexible
State
Appliances
Controlled Load
DB
Default Market Offer (SA,NSW, QLD)
Set by AER
Reference price
Products
Standing
Basic (No benefits
Market
Prices and T&C's set by retailer
Fixed/LowRate Plan
Prices set
12 months
Origin Go
Origin Everyday Rewards
Woolworth card
Prices lower than Standing/Basic
Credit
Payments
Direct debit
Credit/Debit card
Bank account
BPAY
Kraken payment
Cheque and CentrePay
Transferring
Credit
Overpayment
Refund
Solar
Debt
Default listed
Debt sold
Consolidate
Dunning Cycle
Email
SMS
Outbound call
Payments
Missing
BSH required
Payment Arrangements
Assess hardship
Payment difficulty
Extensions
Statements
Check next bill date
Add Payment Schedule
Payment amount/frequency
Valid to/from
Weekly/Fortnightly/Monthly
Promises
Hardship
Assessing
Payment difficulties
Once off
Ongoing
Discuss with cust
Concessions
Energy efficiencies
Payment arrangements
Power on Plan
Ensure best plan
Advise concessions/rebates
Plans
Financial counsellor
Late payments
Broken payment plans
Multiple payment extensions
DNP notices
Family Issues/Domestic Violence
Flag account
Add Hardship agreement
Life Support
Adding LS
Call DB and advised
Properties and Meter Points
Update LS details
Send PPW
1st Reminder letter 22 days
2nd Reminder letter 43 days
Call cust (1-3 times)
Dereg leeter sent day 69
Removal letter day 91
LS Rebates
Depends on state and equipment
Removing LS
Priority Services
Edit
Metering
Power of Choice
MP
Smart/Communicating meters
MDP
Daily Meter Reads
MC
Meter Installations
Meter Exchanges
Change role 63/800
Alterations
Phase upgrade
Faults
MFIN
Meter Inspections
Upgrade
Relocation
Solar
Moves/Insitu's
Insitu
10 business day cooling off
Cancellations
Debt
Wrong property
Names don't match
Access
Moves
In
Search address
Enter cust's details
Set up account
Product
DD
Link to online account
DOB, email, phone no.
Out
3 business day's notice
Process
Properties & Meter Points
House move out
Select date
Request final read
Transferring to another property
Add new property to account
Enter address
