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Oops

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Playing with food

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Concentration!!!

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Make it easier for our customers to pay us. Online, apps, more advisors trained in card payments

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Ensure Sales RMs are trained within CC&B to self-serve

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Ensure all areas are trained to be confident in asking a customer for money

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Following on from the FTA question, we have many Manpower staff on the floor, some with years experience, is there any chance there loyalty and commitment can get them on a EDF Contract?

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With the massive round of new nhh ccs mpans being on boarded , there will a massive influx of queries. Contact need to be ready for that and

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How is the impact of Brexit being factored into our performance targets (ie economy may shrink)

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Is there a plan to link billing accuracy to billing automation?

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How do we ensure we can get great ideas developed which will massively improve our customer experience, but have very intangible benefits?

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On the latest newsletter from yourself (Mark Loveday) it talks about 100 new staff will be taken on in the future with a different contract to current staff. Can you elaborate on this? Will current Manpower staff get an chance to gain a contract?

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Will we get a dress down month like Sales? 

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Will we get a dress down month like Sales? 

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VASU’s work on complaints has shown that a dedicated team on Complaints is an efficient way of resolving complaints that Contact weren’t able to. Should a specific complaints team exist moving forward?

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Is there a plan to keep an over 60 day debt team throughout 2019

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As our sales are massively up (great) will this be factored into year end billing and collections and other operational targets impacted

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Table 14

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Collections

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Collections

Make sure valid LOA uploaded with the contract.

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I

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Discussion

Get raised as IR as no other place to go. End of road. No other way to get  the issue solved.
jira forms do not help to work out whether should be raised or not
Time to look at in greather depth is not there
Use mycampus tools better. Tend to not be used as easier to use jira. Tools hard to find and not sure whether is up to date.
Solutions
Encouragement to go to manager for advice first to work out wether to raise one.
Decision tree on whether to raise a jira
If not jira go to mycampus but make tools are up to date and easy to use
Experts to go to if mycampus  tools are no good
Make sure people have time to resolve the issues within the team
Forum online to support each other...needs to contactable
Feedback loop on all the problems. What are the themes? Longer term solutions

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Sales and collections to tackle late payers from both ends.

Taking ownership; ensure that we tell the customer what is happening.

When setting up a COT make sure we have valid contact details for the customer.

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Will