SOP Background:
All homeowners are required to complete a “welcome call” as part of the EverBright financing process. This action is completed after they sign the contract and is listed as a requirement for Milestone 1 (M1) in the Operations phase. The following SOP outlines how the Support group will handle and process a traditional or Spanish “welcome callwelcome.”
Table of Contents:
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Step 1 | IF: | THEN: |
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An installer is requesting that the homeowner be called to complete their WC. | Can the welcome call be done digitally? If yes, schedule a callback commitment in CXOne and resend the registration link to the homeowner. If no, schedule a callback commitment in CXOne, and Execute Welcome Call. Important: It is okay to follow the traditional welcome call path if the homeowner would prefer a traditional welcome call. At the end of the call, please use the disposition - WC Complete - DWC refused. | |
A homeowner/cosigner is calling Support to complete their WC. | Can the welcome call be done digitally? If yes, advise the homeowner they should have received a registration link to complete the welcome checklist on the MyEverBright Portal, and resend the registration link to the homeowner. If no, proceed to determine the language qualifications to execute a Welcome Call. Important: Please refer to How to Handle MyEverBright Registration Concerns if the homeowner is unable to locate their registration link. It is also okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online or would prefer a traditional welcome call. At the end of the call, please use the disposition - WC Complete - DWC refused. | |
A homeowner/cosigner was transferred to the Welcome Call phone line by another Support Agent due to a failed digital checklist attempt. | ||
A support agent is ready to complete a callback commitment/perform an outbound call. | ||
An installer has completed a WC is requesting to have the recording uploaded on their behalf. | Respond/Advise: Hello, Thank you for reaching out to EverBright! Unfortunately, we are not authorized to upload and attest a call on your behalf. Welcome Calls must be uploaded to the platform by going to Operations > All Tasks > Welcome Call. The welcome call must be uploaded as an audio file, then toggle the Attestation, and you will have completed uploading the welcome call. Please contact us if you require further assistance. You may contact us at support@goeverbright.com or 833-830-0475 or Live Chat on the platform. Thank you. | |
A person who is not the signee/cosigner is contacting Support to complete the WC. | Respond/Advise: English: Unfortunately, a welcome call must be completed by a signee of the financial agreement. In the event the signee or co-signer is unable to complete the welcome call, a new workflow would need to be generated. Spanish: Lamentablemente, el firmante del acuerdo financiero debe realizar una llamada de bienvenida. En caso de que el firmante o cofirmante no pueda completar la llamada de bienvenida, será necesario generar un nuevo flujo de trabajo. Important: This includes POAs (Power of Attorney) |
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STEP | ACTION | |||||
1 | Capture the following information: Project Address Homeowner’s Name, as it appears on the agreement. Homeowner’s Phone Number Homeowner’s Availability (4 Hour Time Window), including time zone. Go to Step 2
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2 | Adhere to outbound call time restrictions. Schedule a callback commitment in CXOne Enter a note with the details captured in the previous step. Go to Step 3 | |||||
3 | Did the installer request come from email (Jira ticket)? If yes, go to Step 4 If no, Stop. | |||||
4 | Update the Jira ticket: Reporter: Installer’s Email Request Type: Welcome Call Label: Welcome Call Support Channel: Email Message:
Close the ticket and Stop. Important: 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.
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STEP | ACTION
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1 | Log into CXOne Launch the MAX Softphone
Enter the homeowner’s phone number.
Go to Step 2 | ||||||||||||||||
2 | IF: | THEN: | |||||||||||||||
The homeowner answers the outbound call. | Introduce yourself to the caller and advise the reason for the outreach: 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. “El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar.” Go to 4 | ||||||||||||||||
The homeowner does not answer the outbound call. | If feasible, leave a voicemail:
Record the outcome of the outbound attempt. Go to 3 | ||||||||||||||||
3 | IF: | THEN: | |||||||||||||||
If there have been less than 5 outbound attempts | Schedule a new callback commitment for the following business day Stop | ||||||||||||||||
If this is the 5th attempt | Notify the installer of our inability to connect with the homeowner. Stop | ||||||||||||||||
4 | Determine if the customer qualifies to perform the Welcome Call | ||||||||||||||||
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STEP | ACTION | |||||
1 | 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 the Installer's email address in “Additional Recipients.” Add a Custom Note:
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Executing a Welcome Call
STEP | ACTION | ||||||||||||
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3 | Review the exception matrix below: | ||||||||||||
IF: | THEN: | ||||||||||||
The phone number listed on the checklist is incorrect or needs to be updated. |
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The email address listed on the checklist is incorrect or needs to be updated. |
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The name is misspelled or there’s a small address discrepancy. |
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Input Comment Using the Matrix Below: | |||||||||||
IF: | AND: | THEN: | ||||||||||
The customer passed the WC. | -- |
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If customer passed the WC but there was a misspelling in the homeowner's name or small address discrepancy |
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The customer failed the WC. | 1st WC attempt |
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2nd WC attempt | ||||||||||||
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Add a Custom Note using the matrix below: | |||||||||||
IF: | DUE TO: | THEN: | ||||||||||
The customer passed the Welcome Call | -- | 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! (Agent Name) Stop | ||||||||||
The customer passed the Welcome Call but there was a small misspelling in the homeowner’s name or address discrepancy.
| Custom Note: Hello, This email is to notify you that the Welcome Call for [customer name and address] was completed; however, the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information. Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com. Thank you, (Agent name) Stop | |||||||||||
The customer failed the Welcome Call
| Incorrect email | Custom Note: Hello, This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature. Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com. Thank you, (Agent Name) Stop | ||||||||||
All Other Reasons | Custom Note: Hello, This email is to notify you that the Welcome Call for [Customer Name and Address] was rejected for the following question, [question that failed]. Please review the Welcome Call questions with the homeowner to ensure that they have a clear understanding of the terms of their solar agreement. Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com. Thank you, (Agent Name) Stop | |||||||||||
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STEP | ACTION | ||||||||||||
1 | IF: | THEN: | |||||||||||
Homeowner is requesting to perform WC in English | |||||||||||||
Homeowner is requesting to perform WC in Spanish
| Spanish-speaking Support agents go to Step 2 | ||||||||||||
2 | IF: | AND: | THEN: | ||||||||||
Homeowner is in Texas or California | Contract/Welcome Checklist is in Spanish | ||||||||||||
Contract/Welcome Checklist is NOT in Spanish | Note: If the homeowner resides in TX or CA and the WC Checklist is not in Spanish, the installer must void the contract, cancel the prequalification, and rerun to generate the contract in Spanish. Go to Step 3 | ||||||||||||
Homeowner is NOT in Texas or California | -- | ||||||||||||
3 | Advise the homeowner that we are unable to continue with the process and will reach out to their installer.
Stop | ||||||||||||
