Yes 3.30 Disconnect Status and Reconnect Service 57 2 For all other calls » To speak with the collections department » Transferred to CSR Hybrid: Press or say system (Ex: Press 1 or say “one”) Yes
task_j_lcub_1.mp3 Off
This scenario involves two different tasks. 1. You still haven’t paid your utility bill after receiving warnings that your power will be turned off if you don’t pay. You want to call your utility and find out whether and when your power is going to be turned off. 2. Once your power is turned off due to non-payment, you want to find out how to have your power turned back on. Off Navigation 3 This was fairly easy to find because there are so few menu options on the IVR, however, this still wasn't that intuitive. I wasn't fully sure the collections department is who I should be speaking to at this point. 217363 Functionality 2 I really didn't like that the best menu option for my situation was to speak with the collections department. This seems a little harsh rather than an option to speak with a representative about disconnecting or reconnecting my service. Also, out of the limited menu choices on the IVR, does this need to be a main option? I think it would make more sense to have payment and billing options in the main menu, then have make a payment, billing questions, and disconnect or reconnect service due to a non-payment be the secondary menu choices. 217363 Delivery 5 I could easily understand the IVR and her voice was pleasant enough. 217363