Overview: As of August 2, 2023, EverBright will start accepting Spanish Welcome Calls for Texas residents only. 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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EverBright’s Deal Processing team audits these calls to identify possible fraud. Our intention is to make sure homeowners understand the legal agreement they signed with EverBright. There are 3 ways to complete the welcome call. 1.) Installer can conduct the homeowner Welcome Call and upload it to the job 2.) Homeowners can call EverBright and complete the call with a support representative (inbound call) 3.) Installer can email support@myeverbright.com and request us to complete the call (outbound call) |
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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 https://sighten.atlassian.net/wiki/spaces/SS/pages/2778104050, test your sound, and set your status to ‘Available’
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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, except for Texas residents.
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If the welcome call checklist is in English the welcome call should be conducted in English, even if it is a Texas resident. If the welcome call checklist is in Spanish, you may proceed with the welcome call in Spanish, only if the homeowner is a resident in the state of Texas only. |
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Script: Only proceed if the homeowner is not in Texas or if the welcome call checklist is in English for a homeowner that is a resident in the state of Texas. “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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"Hello - Thank you for calling EverBright. This is [agent name], how may I assist you today?"
"Hola – Gracias por llamar a EverBright. Mi nombre es [agent name], ¿cómo le puedo asistir en el día de hoy?"
“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?”
"Gracias! Con mucho gusto le ayudo a completar su llamada de bienvenida. ¿Tiene a su alcance su Contrato Financiero con EverBright para referirnos a él durante nuestra llamada?”
Spanish Agreement Translations by Product:
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"So that I can pull up your account, please provide me your full name."
“Para poder acceder su cuenta, ¿podría proveerme su nombre completo?”
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“Please verify the property address where the system is being installed.”
“Por favor provea la dirección física de donde el sistema está siendo instalado”
Pull up the Welcome Call checklist
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“The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.”
“El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar”
“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.”
“Vamos entonces a comenzar el proceso. Las siguientes preguntas van a requerir una respuesta de si o no para poder proceder a la siguiente pregunta”
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.
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“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!”
“Gracias, [Client’s Name]. Eso concluye la Llamada de Benvenida. Le estaremos notificando a su Instalador. ¡Esperamos que tenga un excelente resto del día!”
Process the completed welcome call in MAX:
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Installers can request a Welcome Call via phone, chat, or email. Collect the following information:
Project address
Homeowner’s Name as it appears on the agreement
Homeowner’s Phone Number
Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone
Schedule a call back commitment in CXone Scheduling a Commitment in CXone https://sighten.atlassian.net/wiki/spaces/SS/pages/2782756894
Leave a Note containing
Project address
Homeowner’s Name as it appears on the agreement
Homeowner’s Phone Number
Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone
Update the Jira ticket (Only email Request)
Reporter: Installer’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Email and (Phone or Chat)
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Close Jira ticket once you reply to installer.
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, with the exception of Texas residents.
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If an email request comes in to complete multiple welcome calls, reply to the installer and inform them that we will notify them separately for each customer, but keep the ticket open until all welcome calls have been completed. Leave an internal note within the Jira ticket indicating which welcome calls have been completed. Once all attempts have been made, close the ticket. |
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, with the exception of Texas residents.
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Script (This does NOT pertain to Texas residents) “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!" “Hola (customer name) le habla (agent's name) del Departamento de Apoyo al Propietario de EverBright. Estamos llamándole para completar su Llamada de Bienvenida. Por favor llámenos al 833-830-0475. Estamos abiertos todos los días de 6am a 8pm, tiempo del Pacífico. ¡Esperamos su llamada – y bienvenido a EverBright!" |
Please see Everbright - Call Time Restrictions https://sighten.atlassian.net/wiki/spaces/SS/pages/2741829892 SOP when performing an Outbound Welcome CallsCall.
Phone Script
“Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?”
“Hola, le habla (Representative Name) llamando de EverBright. ¿Estoy hablando con (Customer Name)?”
How are you today?
¿Cómo se encuentra en el día de hoy?
We are calling to complete your Welcome Call.
Le estamos llamando para completar su Llamada de Bienvenida
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?
“El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar. ¿Tiene a su alcance su Contrato Financiero con EverBright para referirnos a él durante nuestra llamada?”
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!
Fantástico!
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.
“Vamos entonces a comenzar el proceso. Las siguientes preguntas van a requerir una respuesta de si o no para poder proceder a la siguiente pregunta”
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.
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Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves. |
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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| title | More info - Uploading a WC to Engine
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.
Leave a public comment in the customer's project:
Welcome Call Complete - (date completed) (your initials)
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Email the installer
Copy the Installer’s email address from the contract phase in the homeowner’s job
Navigate to Milestone 1 in the Operations phase of the customer’s job
Click
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Toggle the attestation button to true
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Click the recording upload and upload the MP4 file to the platform
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Email the installer
Copy the Installer’s email address from the contract phase in the homeowner’s job
Navigate to Milestone 1 in the Operations phase of the customer’s job
Click on Welcome Call Status
Click on Send Email
Add Installer's email address in Additional Recipients
Add a Custom Note:
Hello,
Our Homeowner Support team has completed the requested Welcome Call for [customer name]. A copy of the Welcome Call has been uploaded to the client's profile. Once all other required items are completed in Milestone One the Welcome Call and other items can be submitted for review.
We hope you have a great day!
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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.
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on Welcome Call Status
Click on Send Email
Add Installer's email address in Additional Recipients
Add a Custom Note:
Hello,
Our Homeowner Support team has completed the requested Welcome Call for [customer name]. A copy of the Welcome Call has been uploaded to the client's profile. Once all other required items are completed in Milestone One the Welcome Call and other items can be submitted for review.
We hope you have a great day!
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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.
“Lamentablemente no pudimos completar la Llamada de Bienvenida. El instalador le estará dando una llamada para aclarar cualquier detalle”
Leave a public comment in the customer’s project:
The homeowner failed the Welcome Call on (question#), please reach out to the customer to review this question along with any additional questions they may have regarding their contract or the Welcome Call questions.
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Email the installer:
Copy the Installer’s email address from the contract phase in the homeowner’s job
Navigate to M1 in the Operations phase on Engine
Click on Welcome Call Status
Click on Send Email
Paste the Installer's email address in Additional Recipients
Add a Custom Note:
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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.
“Lamentablemente no pudimos completar la Llamada de Bienvenida. El instalador le estará dando una llamada para aclarar cualquier detalle”
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in the Qualification phase
Click on Welcome Call Status
Click on Send Email
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The support agent will attempt to contact the homeowner to complete the welcome call every day for 5 business days.
Schedule a call back commitment in CXone after each call of attempting to reach homeowner. Scheduling a Commitment in CXone https://sighten.atlassian.net/wiki/spaces/SS/pages/2782756894
Leave a Note containing
Project address
Homeowner’s Name as it appears on the agreement
Homeowner’s Phone Number
Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone
Number of attempted calls to homeowner
If the homeowner does not answer on the 5th business day, follow steps below
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in the Qualification phase
Click on Welcome Call Status
Click on Send Email
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Spanish Welcome Call Requests
(This does not apply to Texas residents!)
If the homeowner refuses to do the Welcome Call in English:
AAdvise Advise the homeowner that we are unable to continue with the process and will reach out to their installer.
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in the Qualification phase
Click on Welcome Call Status
Click on Send Email
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