Overview: All homeowners are required complete a welcome call as part of the EverBright financing process. This call is completed after they sign the contract and is a requirement for Milestone 1 (M1) in the Operations phase. The following SOP outlines conducting and processing Inbound and Outbound Welcome Calls.
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Preparing for Welcome Calls
Log into the platform(EverBright LLC as EverBright Admin) http://engine.goeverbright.com
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Log into the MAX softphone Getting Started in CXone, test your sound, and set your status to ‘Available’
Inbound Welcome Call
EverBright homeowners calls in to the Welcome Call support line (833-830-0475)
Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations.
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Script “Currently, EverBright does not conduct welcome calls in Spanish. To move forward with your agreement, we would need to conduct your welcome call in English. Would you like to continue in English?”
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Script:
"Hello - Thank you for calling EverBright. This is [agent name], how may I assist you today?"
“Thank you! I'd be happy to help you complete your welcome call. Do you have your EverBright financial contract available to refer to during our call?”
If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.
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"So that I can pull up your account, please provide me your full name."
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“Please verify the property address where the system is being installed.”
Pull up the Welcome Call checklist
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4.) Once in the job navigate to the Operations (Milestone 1) M1 Phase, select the Agreement and open the ‘Welcome Call Checklist’ to reference the contract package during the call. **Note, this option will only be available if the contract has been completed.  *Alternatively, the Welcome Call checklist can be accessed by navigating to the Contract phase and selecting ‘Preview’. **Once the document is open, the Welcome Call Checklist can be directly accessed by searching for the keyword ‘welcome call’   |
“The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.”
“Let’s go ahead and get started. The following questions will require an answer of either a yes or no to proceed to the next question.”
Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” -Questions must be read exactly as how they appear in the contract.
If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.
Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.
If the following information is incorrect on the WC checklist:
Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete. The call can be deemed successful.
Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.
Email address- the call fails. The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.
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Once finished:
“Thank you, [Client’s Name]. That concludes the Welcome Call. We will notify your installer. We hope that you have a great rest of your day!”
Process the completed welcome call in MAX:
Leave a disposition, the name and address of the Homeowner:
Welcome Call Complete
Welcome Call Failed
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Outbound Welcome Call Request (phone, chat, email)
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Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls. |
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We are confirming that EverBright Support will conduct the Welcome Call for (Homeowner, Date, time frame and time zone). Please ensure the homeowner has reviewed and understands the Welcome Call questions, which can be found near the back of their contract package. Ideally, the homeowner will have the list of the Welcome Call questions with them so they can follow along. If you have any questions, please don't hesitate to contact us. Hope you have a great rest of your day.
Outbound Welcome Calls
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Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls. |
Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations.
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Script “Currently, EverBright does not conduct welcome calls in Spanish. To move forward with your agreement, we would need to conduct your welcome call in English. Would you like to continue in English?”
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“Hi (customer name) this is (agent's name) from EverBright Homeowner Support. We are calling to conduct your Welcome Call. Please give us a call back at 833-830-0475. We are open every day from 6am to 8pm Pacific Time. We look forward to hearing from you - and welcome to EverBright!" |
Phone Script
Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?
How are you today?
We are calling to complete your Welcome Call.
The goal of this call is to ensure that you understand the details of your solar financing agreement. Do you have your EverBright contract available to refer to during our call?
If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.
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Otherwise proceed:
Great!
The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.
Let’s go ahead and get started. The following questions will require an answer of either a yes or no to proceed to the next question.
Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” -Questions must be read exactly as how they appear in the contract.
If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.
Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.
If the following information is incorrect on the WC checklist:
Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete. The call can be deemed successful.
Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.
Email address- the call fails. The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.
Process the completed welcome call in MAX:
Leave a disposition, the name and address of the Homeowner:
OB Welcome Call No Answer
OB Welcome Call Complete
OB Welcome Call Failed
Processing Welcome Calls
Passed/Successful Calls
Download the Welcome Call audio file from CXone
Upload the Welcome Call audio file into the customer’s project in EverBright and Attest to the validity of the call.
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If the ticket was generated in the SS project, move the ticket to EBH following the SOP: Moving a Ticket to a Different Project in Jira
Failed/Unsuccessful Calls
Tell the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.
Leave a comment in the customer’s project
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Please contact us if you have any questions at 833-830-0475 or reply to this email.
Updating the homeowner’s phone number
If the homeowner’s phone number is incorrect, the WC can still be successfully completed, and the agent can update the information in the qualification phase to reflect the correct number.
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Other updates (misspelled name, address, unit)
The Welcome call checklist does not update when an NCCO is generated.
Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist”
Next, open a new or the existing ticket in JIRA with the following fields:
Reporter: Installer/Contractor’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Phone, Email
Write a note to the installer informing them that they need to complete a NCCO and update the homeowner’s information
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Please contact us if you have any questions at 833-830-0475 or reply to this email.
If an update to email address is needed
We will tell the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.
At this point, the EverBright Support Representative will leave a note within the Customer’s Project in EverBright. The note will read “The client failed the “Welcome Call” due to an incorrect email address, please cancel the workflow, update the email address in the qualification phase, re-quote, and re-sign the contract.”
Open a new or the existing ticket in In Jira and update the following fields:
Reporter: Installer/Contractor’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Phone, Email
Reply to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.
Hello,
This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email being incorrect. Please cancel the workflow, re-quote, and re-sign the contract.”
Please contact us if you have any questions at 833-830-0475 option 1 or reply to this email.
Unable to reach homeowner to conduct Welcome Call
The support agent will attempt to contact the homeowner to complete the welcome call every day for 5 business days. The agent will update the installer every two days with the attempts without contact.
If the homeowner does not answer on the 5th business day: E-mail the installer to advise the ticket will be closed if we do not complete the welcome call within 48 hours.
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We have not been able to speak with (homeowner name) to complete the required welcome call. Please contact the homeowner and advise to call us at 833-830-0475 to complete the call. We will close this ticket if we are not able to conduct the call with the homeowner within 48 hours. We are available every day of the week from 9am to 11pm Eastern Time.
Thank You
Spanish Welcome Call Requests
If the homeowner refuses to do the Welcome Call in English:
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