energyaustralia q3 2016 qbr

Manila Site

October 10, 2016

EnergyAustralia Quarterly Business ReviewQ3, 2016

Presented to

October 10, 2016

©2014 TeleTech Holdings, Inc. Confidential and Proprietary 2

• Customer Moment and Safety Moment

• Summary of Achievements and Opportunities

• Current Focus

– Productive Hours Get Well plan

– Operational Performance

• Continuous Improvement

– Data Analysis

– Improvements / Innovations

• New / Future / Proposed

• Wish List

• Rewards and Recognition

• Appendix

Agenda


Executive SummaryCE Evaluations

Area ofBusiness

# of callsNPS

(from Toolkit)

# of assessments

QA results (CxExperience)

QA results (Compliance

QA results (EA Initiatives)

QA results (Credit

Adjustments

Customer Support

1845 17 250 32.15% 67.12% 23.40% 80.65%

ECARE 83 -28 70 57.95% 100.00% 92.75% 97.10%


CE Conformance - Month over MonthSurveyed Evaluations Only

Note:• Total of 1406 evaluations were completed for 3 months• Data are from Months July to September• The first row is the Overall Customer Experience Scores for the months.

Wins :• 6 out of 7 main parameters improved for September• EA Initiatives and Credit adjustment improved for September.

Call outs:• Compliance dropped for September• Resolve dropped for September.


Executive Overview – Customer Support

5

VALUE – FAILURE Summary

OUTCOMESummary

Ability to UNDERSTANDWHAT MATTERS

Ability to DELIVER ONWHAT MATTERS

WILL THE CUSTOMER BE CALLING BACK?

CONSTRAINTS SUMMARY

1,536 calls reviewed

1,641 customer demands

369,028 Jul-Sep Customer Support calls

97 unique demands/ mo.8% non-Customer Support-related

demands

92% Customer Support-related demands

55%45%

Failure

Value

22%

78%

No

Yes65%

26%

7%

1%1%

Resolved

Unresolved

Transferred

Suff

Pushback

20%

80%

No

Yes

36%

64%

No

Yes

22%

32%

46%

Process

People

System or Technology

**Please be advised that ECARE demand profile willbe shown on the next QBR due to sample size


Overall Demand Profile for EA Customer Support Top 10 demands make up 64% of all EA Customer Support call volume for the months of Jul-Sep

| Slide 6

TOP 10 CUSTOMER DEMANDSJul-Sep

~VOL.

KEY MESSAGESDEMAND TYPE SUMMARY

DA

TA

SU

MM

AR

Y

Top 4 demands from July are still the top 4 demands in September

I want to know why I received reminder notice was observed to be the3rd top demand for July and August and dropped into 4th by September

7 of the top 10 demands can be easily done through MyAccount. If we can effectively promote EAInitiatives. (July 20.9%, August 17%, September 24%)

I want to know information about my account details

I need you to send me my bill

I want to know why I received a reminder notice

I need more time to pay

I need you to update my account details

I need to set up a payment plan

I need you to give me a refund

I want to modify my payment plan

I want to know information about my payment plan

I want to add concession on my account

~38,845

~37,942

~30,489

~27,327

~24,617

~18,519

~15,132

~12,647

~12,421

~10,389

Sample Size = 1,536 calls | Total Customer Demands Captured = 1,641 BU average monthly volume = ~123,009 calls/mo. (Jul-Sep) 95/5 confidence level

Aug SEP

1

2

3

4

5

6

9

8

7

18

1

3

4

2

5

11

6

18

10

8

55%45%

Failure

Value

Jul

2

1

3

4

6

10

7

8

9

117%

71%

25%

34%

13%

50%

15%

100%

68%

48%

93%

29%

75%

66%

87%

50%

85%

0%

32%

52%


2%

1%

1%

1%

63%

70%

77%

68%

67%

69%

80%

64%

65%

68%

2%

1%

1%

2%

4%

2%

2%

4%

4%

4%

1%

2%

4%

35%

26%

20%

30%

29%

26%

16%

33%

32%

25%

Capability to Resolve OverviewWe are able to resolve the customers demands 76% of the time

72%

70%

74%

91%

76%

82%

81%

95%

79%

89%

11

7

-12

53

21

39

31

53

11

39

NPS

76%

78%

80%

100%

79%

94%

75%

95%

79%

76%

80%

63%

71%

81%

74%

77%

84%

93%

79%

100%

LEG

END

1I want to know information about my account details

2 I need you to send me my bill

3I want to know why I received a reminder notice

4 I need more time to pay

5 I need you to update my account details

6 I want to set up my payment plan

7 I need you to give me a refund

8 I want to modify my payment plan

9I want to know information about my payment plan

10 I want to add concession on my account

R E S O L V E D R

S U F F S

T R A N S F E R R E D T

P U S H – B A C K PB

U N R E S O L V E D U

KEY MESSAGES

33% of customers with demand “I want to know why I received a reminder notice” thinks that their concerns are not being resolved

2% we push back the actions to our customers in terms of customers wanting to modify their account.

For the demand “I want to know information about my account details”, there is 4% delay in resolution due to consultant not skilled to handle my account concern and customer had to be transferred over.

Pag

e 7

TOP 10 CUSTOMER DEMANDSFCR

July-September

24

37

-3

58

37

81

45

63

26

24

14

-18

-16

52

13

0

5

47

-5

40

28 24 16.6R 68% S 1% T 7% PB 1% U 23%

Jul | Aug | Sept Jul | Aug | Sept

77% 76% 73%


Reminder Notice updates

Reminder notice queries were still visible after the 1608 update however decreased during the WESep25 to 7%***

Probable root causes seen for reminder notice are the following

PBARD – 41%2 Bill Segments – 3%Others – 56%

• Late / non payment• Delayed bill• Incorrect information/account• Payment not recognised• Cannot determine in Teletech side

For validation with onshore

contact

7%8%

4%

12%

7%

10% 10%

5%

9%

11%

5%7%

0%

2%

4%

6%

8%

10%

12%

14%

I want to know why I received a reminder notice

55%

31%

14%

-10%

0%

10%

20%

30%

40%

50%

60%

July August September

Reminder Notice Possible Root Causes

Others PBARD 2 Bill Segments


Q2 Key LearningOnboard People 3-4 months before winter season

High Bill (including estimates) - 23%• Top source for customers being detractors are due to people concerns

• Unresolved to customers perception due to consultants confidence delivering the explanation• Failure to understand the concern of the customer• Unclear customer education• Difficulty in handling objections leading to a TM Call

• 67% of the consultants who handled high bill concerns have a tenure of 0-30 days.

• NPS Learning • It would be wise to train and onboard people 3-4 months prior to entering winter season • It would be good to include high bill-simplex in the training curriculum moving forward to help our consultants

explain high bill concerns confidently (applicable for Customer Support staff).

Other Call Types

53%

High Bill - 23%

10%

8%

3%2%2%

Billing Call Drivers

47%


Normalized NPS (Aug vs. Sep)

16.6

26.7

5.4

4.7

0

5

10

15

20

25

30

Sept NPS High Bill Warm Transfer /

Documentation

Normalized NPS

• ~20% difference on High Bill detractors for Q2 vs. Q3• ~23% difference on detractors which were warm transferred and handled by other departments – Q2 vs. Q3.


Data AnalysisAccount Details Calls

Sales calls process with Customer Support Impacts and Recommendations:

1. Copy/Paste Details (for Old and Existing customers) – Confirm details with customer and not just copy paste

2. Plan upgrade not saying when it takes effect – Educate on pro-rated discounts

21% of “I want to know information about my account details” and “I want to update my account details” calls were previously handled by Sales.

0

5

10

15

20

25

Account DetailsWhat customers call in to add/modify on

their accounts


Copy/Paste Details (for Old and Existing customers) -

Journey

Heather called SALES to move services back into EA

Account details are copy and pasted from existing records.

• BAHPE

• 07-09-2016

Heather’s account was done by BOH team who accepts the Qouterequest

• SARAN

• 08-09-2016

Move In Reminder SMS sent to Heather to advise connection date and clear access and main switch instructions

• FUSSION2

• 09-09-2016

Heather’s NMI and address was verified by a team in PUNE

• VBPAW

• 12-09-2016

Heather called in customer support to have their details corrected and updated from Savage to Savige

• JSISO

• 12-09-2016


ECARE CONFORMANCE

Notes:

• 70 Evaluations for E-care are from September 1 – 30

Wins:

• 2 out of 5 main parameters passed for September

• Compliance and EA Initiatives passed fro September


ECARE What drives customers in being a detractor?

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

10

20

30

40

50

60

BP

P 4

Bill

s

BP

P 2

Paym

ent

Hig

h B

ill (

Inclu

din

g E

stim

ate

s)

BP

P 3

Account

Main

tenance

BP

P 5

Cam

paig

n O

ffers

and …

Corr

espondence

Mete

r R

eadin

g

Concessio

ns

Lease A

gre

em

ent

My

Account

Debt

Dis

connection

Cre

dit

Life S

upport

No G

as

Peak T

ariff

s

Movie

Tic

kets

Deceased E

sta

te

22% of the time Customers are saying generally not satisfied with the service they received regarding;

Bills“mailing paper bills in „batches‟ i think that is ridiculous. in that case the “pay on time” should be a week later than it is, allowing customers 14 days to sort out their finances. have you notified your customers that the delay with their bills is due to mailing in „batches?? your customer service is slipping.”

Payments“the time it takes for you send me the refunds i requested.”

High bill (including Estimates)“the consultant has done nothing wrong, iactually made a complaint prior about the high cost of my bill for living in a one bedroom flat and how you guys are basically charging the same price as my old provider with supposed discount, i emailed this consultant to ask if there were any exit fees as i will most likely do the big switch if after reviewing your next bill. the consultant responded efficiently”


Appendix

Source: Source Information


Brown Paper Process MappingBPP Recommendations

Concern What's in the VoltWhat's’ being done

currently?Needed to be

changed/updatedUpdates

Refunds ProcessName is Refunds:Process and is misleading to what process it pertains

Credit Transfer Process Change: Correct Term Used

We have closed this item, based upon the following reason:The name of the page you have linked in the feedback is "Transferring funds between accounts" and that is the process captured on it. Hence, it does not require any update. Regards, Sabreen

Payment Extension Process

The debt older than 60 days; orMore than $1500 debt;

Transfer to Credit (50041)Update: Customer Support can still handle processing of regular pay

We have closed this item, based upon the following reason:Customer Support cannot handle set up of Regular Pay for debt more than $1500, this is handled by Credit.

Disconnected for non payment; orPending disconnection for today or future date

Warm Transfer to Credit Reconnection Team (50102)

Change: • If with power - Transfer to Credits• If no power - needs to jump to BPP7 (No Link)

We have closed this item, based upon the following reason:I have looked into your feedback and found that payment extension and no power are not related by call drivers. In the scenario where customer calls to advise they have no power, the consultant would follow the no power bpp. They wouldn't call to ask for a payment extension if they were disconnected for non pay.

No definition on what hardship is

Offer the following for active accounts:Regular Pay over 12 months; orExtension through to next scheduled read.Active accounts: Warm transfer to EnergyAssist (50045) advising what hardship indicator has been discussed.Inactive accounts: Transfer to Credit (50041).

Update: what are the top hardship triggers?

We have closed this item, based upon the following reason:We will add a link to the Hardship triggers on this page as part of the October BPP Amendments. Thank you for highlighting this to our team.

Extension requested is within 2 weeks of due date for active account or 3 months for pay plan

Process extension to customer's requested date. (Active account: Non-Billed Budget. Non Active account: Pay Plan)

Update: Volt should also include that its also applicable for closed accounts

We have closed this item, based upon the following reason:I have looked into this based on your feedback and can confirm that there is instructions for Non active accounts in the "Then" column.

Refunds Process Customers account is not in credit Advise customer

Update: add instructions in the volt advising that customer is not in credit and to check the customers account history for additional information why customer is not in credit anymore to educate them and keep customers informed

We have closed this item, based upon the following reason:I have added in a little more to this section. "Advise and educate customer why they do not have a credit on their account"






Refunds Process

Is there any regular pay on account?

"I can see you are set up on our Regular Pay payment plan which is calculated on your household consumption. If I process your refund request today, it is likely to increase your future instalment amounts, is that ok?"

Update: Add additional process steps;• Break Regular pay• Process Refund• Reset up Regular pay• Increased amount did customer agree?- Yes: Process regular pay- No: offer 20%* Customer accepts?*Yes: Process regular pay*No: Is customer on pending credit?Yes: Offer Energy AssistNo: Offer Flexi Card

-End Call

We have closed this item, based upon the following reason:All the points you have mentioned are covered in the Regular Pay Set Up BPP. We can add a link to that BPP in the Refund BPP. This update will need to go through our next monthly amendments cycle in November.

Yes: Refund due to Solar

Complete Refund Request Template and attach to the Solar Refunds Above $2000 Request (/teams/cso/Lists/Solar%20Refunds%20Above%201500/Item/newifs.aspx)."Your refund will take up to 3-5 business days (EFT) or 2 weeks (Cheque) to arrive. We will contact you if there are any delays."Note: Ensure customer has been billed on actual read before completing the Solar Refunds Above $2000 Request. If not transfer to Customer Solutions (50026) to arrange for a Special Read Service Order.

Update: Should have an emphasis that Refunds are not to be cancelled

not yet updated






Refunds Process

Update customers Credit card details in BPOINT

Ensure adjustment refund is directed back to their credit card. Raise EFT refund request in C1 with comments "refund in BPOINT"."The amount will be refunded back into your credit card within 5 business days."Note: Check the Credit Card expiry date in C1 to ensure active. If Credit card expired, update prior to raising refund request.

Update: should have next steps of what consultants can do or offer if customer does not have a Credit Card anymore

We have closed this item, based upon the following reason:Information regarding closed credit cards is on the right hand side of this BPP. If the credit card expiry date is in the past, it will need to be updated prior to raising the refund. We add a buffer of a couple days and say 'within 5 days' as if there are any processing issues or if banking/EA systems go down, we will still be within the timeframe and within customer expectations.

Process refund and advice customer : "The amount will be refunded back into your credit card within 5 business days."

Update: Should be 2-3 days from the time it was raised

is the refund $2000 or aboveNot all consultants have $2000 delegation limit

Update: Check C1 profile and update/standardise consultants delegation limit.

We have closed this item, based upon the following reason:I have arranged for this to be updated in our next round of Monthly Amendments. The BPP will be amended to say 'Is the refund over $2000?'

Yes: Refund non-SolarComplete refund request template and email your Team Manager

Change: form doesn’t accept $2k. Only accepts request of $2001 or higher.

not yet updated



Concern What's in the Volt What's’ being done currently?Needed to be


Refunds ProcessIs the Urgent refund request for a direct debit payment >$500?

EA Triggered: YesIf debited within 2 working days of the refund request, a copy of the bank statement is required to confirm the funds were debited from the customer’s bank. Request that the customer emails statement to [email protected]. with the account number in the Subject Heading. Place a customer contact to advise Bank Statement will be sent.

Complete Urgent Refund Template Request. (/dolls/Lists/Urgent%20Refund/Item/newifs.aspx)The quickest turn-around time for urgent refund requests is 48 hours during business days."The amount will be refunded back to you within 2 business days."If the customer is unable to provide a bank statement , the refund cannot be raised as an Urgent Refund. Process as a normal Refund request.

No

Ask the customer to verbally confirm that the funds were available at the time of debit and the payment will not dishonour. Place the confirmation in the customer contact notes

Complete Urgent Refund Template Request. (/dolls/Lists/Urgent%20Refund/Item/newifs.aspx)The quickest turn-around time for urgent refund requests is 48 hours during business days."The amount will be refunded back to you within 2 business days."

Update: include Triggers or examples of how urgent is defined. Set clear definitions of how consultants easily identify refunds that are urgent to what "seems" to be claimed urgent by customers.

We have closed this item, based upon the following reason:The Eligibility Criteria for an Urgent Refund is just above what you have pasted in the feedback. This is as clear and concise as we can be. •EnergyAustralia has incorrectly withdrawn funds from the customer's bank account; or •The customer has threatened Media Outlets or advised of Financial Hardship; or • There has been a delay in the original refund request (EFT – more than 14 days. Cheque more than 4 weeks)






Missing Bill

Check Bill after DateCheck Bill After Date by going to Account > Bill After

Could have detailed instructions like• in the dashboard under Current Context click the icon next to persons and choose "go to account"• in the main tab of account , check if there was a bill after date indicated.

Link directing to a picture on where to easily locate would also be helpful for visual types of people.

not yet updated

Did customer Call in before the next scheduled read? / Final bill read date

Check next scheduled read date.If Then Before next scheduled read "Your meter is scheduled to be read in the next days. Please allow 2 weeks from this date to receive your bill."

Less than 10 days after scheduled read "Your meter was scheduled to be read in the last days. Your bill can take up to 2 weeks from this date."

Not generated and more than 10 days after the scheduled read Transfer to Customer Solutions (50026).

Update: Should also include steps for final bill read date.

not yet updated






Missing Bill Step1: Update mailing address

Check bill in Tobi 2 to confirm it generated correctly.If Then Able to view bill See to Step 1. Unable to view bill C1 generated bill: Cancel (/dolls/Support/QRG/Pages/Bill_Cancel.aspx)and rebill (/dolls/Support/QRG/Pages/Bill_Create.aspx). SAP generated bill (Migrated Ausgrid Customer alert); orCombination of SAP & C1 bills:Raise To Do: Transitional Cancel Rebill (CM-TCRB)."This may take up to 25 days."

1. Update mailing address if required and Cancel/Rebill."You will receive a new bill in the mail within 3 business days with a new due date."

Update: to include confirmation of mailing address• Proactive offering of eBilling / MyAccount

We have closed this item, based upon the following reason:thanks for your feedback. We are currently reviewing this BPP as part of a Billing Initiative and will be updated shortly. The BPP will include your comments as part of the updates, Thanks Julie


Brown Paper Process MappingCallouts

Call OutWhat's being done

currently?Needed to be changed/updated Updates

Reminder Notice still being sent even if

customer is already paid

Check if date of reminder notice is before the

payment date, or within 3 business days after the

payment.

Customer's PBARD approval does not happen first before the generation of reminder notice. When customer pays; the payment date and the bank clearing time should happen first

prior to the date of the reminder notice generation

Pending Action due to 1608 update

When customers pay the discounted balance before/on the due date, the PBARD does not kick in and system thinks that customer has not fully paid their account balance, the system sends a reminder notice for the PDD discount.

no updates yet

Proactive Review of Customers Account

Customers who are paying more than required are not proactively offered to have their regular pay recalculated to correct their regular pay amount so as not to accrue more than what's supposed to be paid.

Proactively offer to recalculate the customers regular pay

no updates yet

Bill After Date

Is there a bill after date? Yes-Advise customer: The account is being investigated by billing, advise customer the bill will be issued shortly.

Provide definite timeframe of when shortly will be.

no updates yet

Checking bills in Tobi2 if generated

correctly

Are you (consultant) able to view bill?

Tobi2 only indicates that bill was generated, no clear indication of where it went.Tobi2 should also reflect where it sent the bill (ie - Sent to customers mailbox, email address, nearest post office, etc…

no updates yet

SAP Generated Bill25 days lead time for customers to receive their bill.

Shorten lead time no updates yet

energyaustralia q3 2016 qbr

Documents