Voice Channel Communications

Peak Time Rebates can use the voice channel to make automated pre- and post-event phone calls (also called Interactive Voice Response, or IVR) to customers. The calls are designed to motivate customers to save energy during peak events.

Peak Time Rebate phone calls deliver recorded messages to customers when they answer their phones or leave a voicemail if the customer is unavailable. The phone messages generally include tips to earn rebates during the peak event. Customers are provided with opt-out instructions at the end of the recording, and the phone call originates from the utility's call center phone number.

Pre-Event Voice Messages

Pre-event voice communications are used to remind customers of upcoming events. They are generally delivered to the customer the day before the peak event, though these communications may go out later (in the event of an emergency peak event), or earlier. The messaging and content may vary slightly based on the track the customer is on, the customer's performance in the peak event, and when the message is delivered. See Peak Time Rebates Tracks for more information.

Post-Event Voice Messages

Post-event voice communications are used to inform customers about their performance during the recent event. They are generally delivered the day after the peak event, though this may vary. The messaging and content may vary slightly based on the track the customer is on, and based on their performance during the peak event. See Peak Time Rebates Tracks for information about what Tracks and Study Groups are, why they are used, and how they work.