Yes
3.30
Last Payment Received
125
6
English » For everything else » To access your account using your account number » Yes » Yes » Balance Information
Hybrid: Press or say system (Ex: Press 1 or say “one”)
No
task_d_peco_clean_0.mp3
Off
You want to confirm that the utility received your most recent payment.
Off
Navigation
3
Once I got past all the upfront information, this was pretty easy to find. However, it took over a minute to navigate through the first couple of menus and get my account verified. Verifying the number and address was alright, though a bit long. I got a bit annoyed when after all that, I had to hear the phone number I called from repeated back to me and was asked if I wanted to add it to my account. I suppose this could be a helpful feature if I needed to change my phone number, but I was a little impatient to get to a menu at that point. The menu option “balance information” took me to what I was expecting and I was able to hear right away that my account was square and I had paid the day before.
211197
Functionality
3
This was easy to accomplish, though I think it would be more efficient if the account verification piece were trimmed down a bit. It took a bit too long for me—maybe don't read back the account number if I also have to verify my address too? I did like that I could authenticate multiple ways, though—either with account number, phone number, or social security number. I could definitely see circumstances where I didn't have my account number in front of me and these extra options would prevent a need to call back later.
A strange part of the IVR was that it kept switching from a speaking menu (say “ocho” for Spanish) to a touch-tone menu (press 1 for gas leak). It did this a couple of times and eventually, I wasn't sure if I was supposed to say something or wait for menu options to be listed for me. I think some consistency could make this a smoother process. 211197 Delivery 4 There were some awkwardly long pauses throughout the IVR that threw me off a bit. It made me feel like maybe I didn't say the right thing or I was being redirected to the call center without warning. I think it was just processing my information, but over a second of silence felt weird. Otherwise delivery was clear and easy to understand and was consistent throughout the call. 211197
A strange part of the IVR was that it kept switching from a speaking menu (say “ocho” for Spanish) to a touch-tone menu (press 1 for gas leak). It did this a couple of times and eventually, I wasn't sure if I was supposed to say something or wait for menu options to be listed for me. I think some consistency could make this a smoother process. 211197 Delivery 4 There were some awkwardly long pauses throughout the IVR that threw me off a bit. It made me feel like maybe I didn't say the right thing or I was being redirected to the call center without warning. I think it was just processing my information, but over a second of silence felt weird. Otherwise delivery was clear and easy to understand and was consistent throughout the call. 211197