High-bill and due-date questions answered from the account
After the January bills go out, the line fills with "why is this so high?". She reads the member's own usage, explains it plainly, and sends anyone who needs more time to billing.
A member calls about a balance, a due date, a high bill, a payment or an equal billing plan.
Confirms the account holder, reads balance, usage and dates, explains options, routes arrangements.
Fewer billing calls at the desk, and arrangement requests that arrive complete.
How it works
- Confirms the account holder
Name and service address, plus the account number or another detail you choose, before anything about the bill is shared.
- Reads the balance
Amount owing, due date and the last payment received, straight from the account.
- Explains a high bill
This month's usage against the same month last year, the number of days billed, and whether it was an estimated read.
- Shares how to pay
Online banking, pre-authorized payment, the office counter, and your equal billing plan, from your own information.
- Routes arrangements
Members who need more time are sent to billing with the amount, what they can pay and when. She never agrees to a plan herself.
- Books a meter check
If a member thinks the read is wrong, she logs a re-read or meter test request for field operations.
Example call
- CustomerMy bill's almost double what it was last month. What's going on?
- AI agentLet's look. Can I have your name and the service address?
- CustomerCarol Brennan, 15 Lakeview Road.
- AI agentThanks, Ms. Brennan. This bill covers 34 days instead of the usual 30, and you used 1,840 kilowatt hours, close to last January's 1,790. The cold snap after New Year's is most of it.
- CustomerOkay, that makes sense. But it's a lot to pay at once.
- AI agentWe have an equal billing plan that spreads the year evenly. And if you need more time on this one, I can ask billing to call you about an arrangement. Would either help?
- CustomerCan billing call me about this one? And send me the plan info.
- AI agentOf course. Billing will call you tomorrow, and I'll text you the equal billing details now.
After the call: Billing gets a callback request with the balance, the due date and Carol's note that she needs more time, and Carol has the equal billing plan details by text.
What your team gets
- Balance and usage calls answered without staff
- Arrangement requests with amount, offer and timing
- Equal billing and pre-authorized payment sign-up links sent
- Re-read and meter test requests for field operations
- A report of billing call reasons after each bill run
Questions
Will she agree to a payment plan?
No. Arrangements are a billing decision. She takes the request with what the member can pay and when, and billing calls them.
Can she explain rate changes?
She explains the rate notices you give her, in plain words, and points members to the full notice on your website.
Can she take a payment by phone?
She texts your secure payment link and explains your other ways to pay. She never takes a card number.
Hear it on your phone
Request a demo call and the agent phones you, set up for utilities and co-ops like yours.