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TXU Support Opportunity Announcement 1 Page 2 : Opportunity at a Glance Page 3 : Client Overview Page 4 - 5 : What to Expect Page 6 - 7 : Servicing Information Page 8 : Certification Course Details Page 9 : Program Equipment Requirements Page 10 - 11 : Service Metrics & Requirements

TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

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Page 1: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

TXU Support Opportunity Announcement 1

Page 2 : Opportunity at a Glance

Page 3 : Client Overview

Page 4 - 5 : What to Expect

Page 6 - 7 : Servicing Information

Page 8 : Certification Course Details

Page 9 : Program Equipment Requirements

Page 10 - 11 : Service Metrics & Requirements

Page 2: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

Opportunity at-a-GlanceInbound retention, customer service and sales.

2

Customer

Service

Service

Revenue

Average Per Interval

$6.25 ($12 per hour)

Base Rate Per Interval

$5.75 ($11.50 per hour)

Top Performing

Companies

Can Earn

$6.90 per interval ($13.80

per hour)

Average Range

$5.25 - $6.50 per interval

($10.50 - $13 per hour)

Sales

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Page 3: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

Client Overview

3

TXU Energy

TXU Energy is a market-leading, competitive, retail electricity provider, powering the lives of more Texans than any other retailer. TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs and other electricity-related products and services.

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Page 4: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

What to Expect

Become a Trusted Advisor to TXU Customers and New Prospects that are interested in signing up with TXU Energy

Below is a partial scope of services your company can expect on the TXU program:

• Strive to resolve the customer issues on the first call

• Demonstrate knowledge of TXU Energy processes and policies

• Build trust and rapport with the TXU Customer through clear, respectful interaction

• Always strive to ensure that overall customer satisfaction remains high, while resolving issues

• Understand “client call flow” and Texas Utility regulation

• Ensure no Public Utilities Commission Complaints are filed

• Ensuring that no TXU customer has a Lights Turned Out In Error (LOIE) situation

New Prospect Scope of Services

• Quickly identify customer needs in first few minutes of the call to offer the appropriate plan

• Accurately enroll the customer in the correct plan

4

Current Customer Scope of Services

• Review, analyze and respond to customer billing inquiries • Resolve customer issues or questions• Processing payment deferrals• Attempt to save customers who may be moving, unhappy with

the plan or current rate

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Page 5: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

Intervals are available 8:00 am EST – 11:00 pm EST7 Days a Week, 365 Days a YearSubject to change based on client needs.

Servicing Information

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal

document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). You should

thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of

the SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification

course.

Page 6: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

To be considered for this opportunity, a call center company and its representatives are

required to be familiar with TXU Energy’s footprint and live in the state of Texas. It’s a plus if

you also have a good working knowledge of the energy business.

Disqualifiers

Before proceeding, check this list of “disqualifiers” to make sure none of the following applies

to you, the micro call center company owner, and/or your company’s agents. A call center

company DOES NOT QUALIFY to participate in this program if any of the following applies to

the business owner or designated agent participating in the opportunity:

• Was servicing under one or more Statement of Work that was terminated for cause

• Dropped from “enrolled” status in a program opportunity less than 8 weeks before

expressing interest in this program opportunity

• Is currently employed by TXU or another energy company

• Dropped and/or failed an Arise-offered certification course within the past 60 days

6

Additional Background Check and Drug Screening Required

Some client programs require additional screenings. For this opportunity, the background checks and drug screenings must be completed and passed before the certification course begins. Failure to do so may result in the micro call center company’s agent being dropped from the opportunity and no refunds will be given to your company.

• The background check step will be presented to the enrollee upon processing the course payment.

• The background check and drug screening will be done at no cost to your company or your agents. Both must be completed and passed before the certification course begins.

• Failure to completed both the background check and drug screening within the allotted time period will result in a drop from the opportunity and no refunds will be given.

For questions regarding this exemption please contact [email protected].

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Page 7: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

Certification Course DetailsCourse Cost $79.00 - Certification Duration 10/10/16 – 12/08/16 Start Earning Service Revenue 11/23/16

Pre-Course WorkTo be completed before the first day of class.

• Complete “TXU Virtual Clean Up” systems check

• Learners will need to complete an assessment

before enrolling in the course

• Attend Virtual Clean Up course if check is not passed

Classes Are Held

Monday thru Friday ESTSelect which phase to participate in,

and the preferred class time (only one).

AM Class Times Available

• Phase 1: 9 a.m. – 12 p.m.

Phase 2: 8 a.m. – 12 p.m.

• OR

• Phase 1: 10 a.m. – 1 p.m.

Phase 2: 10 a.m. – 2 p.m.

PM Class Times

• Phase 1: 5 p.m. – 8 p.m.

• Phase 2: 4 p.m. – 8 p.m.

• OR

• Phase 1: 6 p.m. – 9 p.m.

• Phase 2: 6 p.m. – 10 p.m.

7

Phase 1 – 10/10/16 – 11/22/16

Instructor Lead eLearning

Classroom and self-paced work

• 3 hours per day instructor-led classroom sessions

• Daily office hours offered by instructor for

additional 1:1 time as needed

• All self-paced modules and assessments should

be completed daily

• Complete all exams scoring 80% or higher

Phase 2 – 11/23/16 – 12/8/16 Start Earning Revenue!

Blended Classroom & Call Taking

Continue eLearning while generating revenue

taking your first calls!

• 2 hours per day instructor-led classroom sessions

• 2 hours per day taking calls at specified time

• 10 hours per week of service time within designated

timeframes

Affidavit of IdentificationProvide a completed notarized affidavit of identification and Photo ID. Failure to provide the completed affidavit will delay

certification and prevent Arise from offering your company a Statement of Work to service the program.

Click on the link to access the Affidavit of Identification: Affidavit of Identification

Once completed, submit this form to [email protected]

Course Requirements

• Attend all instructor led sessions as scheduled

• 100% completion of all self-paced content

• Self paced work consists of 3 to 4 hours per day

• Pass all quizzes and exams with 80% or higher

Self-paced content

is also provided

for completion

in between class

sessions.

Page 8: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

Program Equipment RequirementsStandard Systems and Equipment Policy

• PC with Windows 7, Windows 8 and Windows 10 – 1GHz dual core processor or better– 4 GB of RAM of better

• Stable high - speed Internet connection with minimum of 3 mbps download speed and 2.0 mbps upload speed. Faster speeds are highly recommended.

• Noise cancelling headset

• A “hard-line” phone (POTS) is required. This is a physical, hard-wired desk phone that connects to your telephone service and has a handset

or headset connected to it. A “soft-line” phone is telephone-like software that runs on your computer. It requires the use of a computer’s

speakers and microphone OR a headset connected to your computer. Soft-line phones are NOT permitted for servicing as they do not

provide the necessary voice quality.

• A second monitor is found to be beneficial for this program

• Additional requirements may be found in the Arise Equipment & Systems Policy

8

Not Supported: Windows XP, Windows Vista, Windows 2000 and MAC OS

Arise Secure Desktop (ASD)

This program requires use of the Arise Secured Desktop (ASD).

The ASD is a piece of computer hardware that securely connects your computer system to the client’s system.

If your system includes one of the following, you will not be able to use the ASD:

• Any All-In One type computer. These are models in which the computer & monitor are all one piece

• Any Bluetooth wireless keyboard and mouse

• Less than a 1.6GHZ CPU unit

• Less than 2 Gigabytes of Ram

• VOIP phone lines (with the exception of Comcast Digital Voice)

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Page 9: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

Metrics: STAR Performance**STAR Performance for the TXU program is simple!

9

ME

TR

ICS

Intervals Serviced * 30-33 34-40 > 41

Overall Customer

Satisfaction80% - 89.99% 90% - 94.99% > 95%

Sales Rate40%-54.99% 55%-59.99% > 60%

RE

WA

RD

Pre-select Bid Category Silver Gold Platinum

Schedule adherence is critical to this

program. Your company is responsible

for ensuring that your agents are

servicing all intervals that have been

accepted in StarMatic®.

Please review the Statement of Work for

actual contractual obligations.

Additional service revenue opportunities

may be made available through special

one-time incentives at Arise’s sole

discretion.

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

Page 10: TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business

DISCLAIMER

This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not

a legal document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW).

You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the

SOW, the terms of the SOW will take precedence. Arise recommends a thorough review of all policies prior to

enrolling in the certification course. Click HERE to view policies.

10

Log-in codes are confidential, user specific and will only be generated for confirmed course

attendees

• To confirm a company’s intent to attend, Arise will be contacting the named call center owner or their agent registered to attend the

certification course a minimum of 10 business days prior to the start of class.

• Failure to confirm your company’s intent to attend will result in a delay of codes and may result in either removal from the course or

placement into an alternate course. Please make every effort to provide a timely response.

• Commitment Adherence is critical to this program. Companies are responsible for ensuring that their agents service all intervals that have

been accepted in StarMatic®. See Sample Statement of Work