NY Retention / Recontracting Electric & Gas

Don't forget to use empathy!

Rep: Hello [Customer’s Name], my name is [Your Name] from Kiwi Energy. I’m reaching out with a great update regarding your energy plan.

[If previously recontracted for elec only]

Previously, you enrolled in our fixed-rate offer for electric service, and now you have the option to extend price protection to your gas account as well. With this plan, your energy costs remain stable, shielding you from unpredictable rate changes.

[IF Customer was not recently recontacted]

You now have the option to update your account to a fixed-rate offer, ensuring protection against market fluctuations. By locking in your rate today, you can avoid unexpected changes.

Additionally, we include a home protection plan designed to provide extra peace of mind, covering essential home systems through our partnership with Cinch home services.

I can get you started today, you will just need to complete a quick recorded voice verification.

Usual call handling procedures apply

📣 Training Alert – Let’s Power Up Those Retention Calls! ⚡

Hey Team! 👋

To keep delivering top-tier service and boost your call quality, here are two quick but crucial reminders to keep in mind during the retention process:

📧 Verify the Customer's Email\

Before wrapping up the call, take a moment to confirm the customer’s email address. It helps us keep records accurate, follow up when needed, and show attention to detail. Bonus points for saying it with a smile in your voice! 😊

🛡️ Ask About Government AssistanceDon’t forget to ask if the customer is receiving any form of government assistance.

Let’s keep the energy high and the service sharp! You’ve got the tools, the knowledge, and the talent to make each call count. 🙌

Let me know if you want a version formatted for display boards, team chats, or a printed quick-tip card!

Tracking Supplier Switches During Retention Calls

Team

As part of our ongoing efforts to improve customer retention insights, we’ve introduced a new process for tracking the names of suppliers that customers switch to.

✅ A tracker has been created and linked to the Hub for easy access.

Under quick links – Customer switch reasons (click to redirect)

📌 Please make it a standard part of your retention conversations to ask and record the name of the new supplier when a customer indicates they are switching.Capturing this information will help us better understand customer behavior and improve our competitive positioning.

If you have any questions or need help locating the tracker, please reach out to your supervisor.