Yes 4.70 Moving 65 4 residential » start, stop, move service » existing request? » transfer, get new service, or permanently close account » told what information I needed to have to complete request » could either say "get started" if ready or "hold on" if needed time to find that info. Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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This scenario involves three different tasks, and for each, you are moving to a new home. 1. You are about to move into a house that you just purchased. You’re from out of state, so you’re a new customer and don’t yet have an account with the utility. You want to call your utility and arrange to have the power turned on by the time you move in. 2. You are moving out of your house and outside of your current utility’s service territory. You want to call your utility and arrange to have the power turned off and your account closed so that you can pay your final bill. 3. You are moving to a new house that is close to your old one, so you won’t be changing your utility provider. You need to arrange to have your power turned off at your old house and turned on at your new house. Off Navigation 4 I think this was generally a pretty easy process and I was able to find what I needed pretty quickly. I thought the menus were very clear and made sense. I liked that it told me at the start that there was a long wait to speak to a representative so I could continue on with the IVR or call back later if necessary. I also liked that the IVR told me the exact information I needed to complete my move and gave me time to track down that information. It might be nice if the IVR recognized my number (it might, but I couldn't tell since I wasn't calling from the primary number on the account) and skipped the part where it asked me if I was business or residential. It didn't take very much additional time to make a selection but it could make it just a little more efficient. 212411 Functionality 5 This was an easy process. I liked that the IVR gave me clear information about wait times for a rep and what I would need to complete a move in the IVR. I also appreciated that it told me I would have to pay a fee to transfer service upfront rather than finding out later. The system never had any issues recognizing what I said which I appreciated. I also thought it was nice that the IVR gave me time to track down my account number and other information if needed. Sometimes IVRs don't do this and having this option didn't leave me scrambling to find what I needed. 212411 Delivery 5 The male voice was consistent and clear throughout the call. He spoke at a good pace and generally sounded pretty friendly. 212411