Below is a list of the dispositions you will encounter after your call. Select the disposition that best applies to each completed call.
Account Management: Requests involving account related questions
No Answer: Customer did not answer when performing an outbound call.
Billing and Payments: Any request related to payments and billing
OB Campaign: Any questions related to the onboarding process outside of the welcome call.
Call Back Requested: Customer requested a call back.
OB Welcome Call Complete: Welcome call successful.
Cancellation of Contract: Customer wants to cancel their contract or is inquiring about cancelling
OB Welcome Call Fail: Welcome call unsuccessful.
Company Specific Data Change: Any request related to organizational data changes. Channel partner requests fall into this disposition as well
OB Welcome Call No Answer: Customer did not answer when performing an outbound welcome call.
Access | A customer reaches out regarding access to their account. |
ACH/Payment/Updates to Billing | The homeowner is inquiring about updates to billing, payment questions, or ACH. |
Authoritative Copy Complete | The homeowner has completed the Authoritative Copy. |
Authoritative Copy Decline | The homeowner did not complete the Authoritative Copy. |
Cancellation of Contract | The customer would like to cancel their contract or wants to inquire about a cancellation. |
Change Order (HCO, ICO, NCCO, System) | A customer contacts EverBright to inquire about any type of change order. |
Complaints | The customer would like to submit a complaint as the main point of their issue. |
OTBD – Survey: Outbound phone survey.
Compliance | Escalated customer complaints (i.e. laws, regulations, rules, and policies). |
Other: Anything not found within this list.
Contract | The customer is inquiring about a contract. |
Contract Send/Resend/Generate | A customer is inquiring about sending, resending, or generating a contract. |
Cost Buildup | An installer is inquiring about the cost build up in the quote phase (i.e. Adders, Labor, Cost) |
Credit/Title | A customer is inquiring about Credit and/or title. |
Customer Information Update | Customer would like to update their information. |
Dead Air | Any type of call where there is Dead Air. (No one is on the phone, VM, silence, etc.) |
Design Desk | An Installer contacts EverBright regarding a design desk inquiry. |
Do Not Call | A customer would like to be placed on a do not call list, so they no longer receive marketing communications. |
DWC Clarification | The customer would like clarification on the Digital Welcome Checklist. |
DWC No Registration |
The homeowner has not completed the registration for the Digital Welcome Checklist. | |
DWC No Submission | The homeowner has not completed the Digital Welcome Checklist. |
Equipment | A customer is inquiring about the equipment in the Project Phase (i.e. panels, batteries, inverters) |
Fees | Homeowner is inquiring about fees on their bill. |
Finance Product Rules | Errors or issues resulting from a product rule, or incorrectly built systems that result in product rule violations. |
Homeowner Portal | The customer reaching out regarding the MyEverBright Portal. |
Installer Payments | A customer is inquiring about payments made to an installer. |
Internal Transfer | An agent transfers the call internally within EverBright. |
Job Status | The customer is reaching out about the status of a job. |
Milestone Requirements | An installer is inquiring about the milestone requirements. |
Monitoring | The customer is inquiring about the monitoring of their system. |
NCCO | An installer is inquiring about a NCCO (name, address phone number change) |
No Answer | The customer did not answer when performing an outbound call. |
OB Welcome Call Complete | The outbound Welcome Call was successful. |
OB Welcome Call Fail | The outbound Welcome Call was unsuccessful. |
OB Welcome Call No Answer | The customer did not answer when performing an outbound welcome call. |
Production/Tolerance | An installer is inquiring about issues or errors pertaining to production or tolerance. |
Proposal Phase | An Installer contacts EverBright regarding a proposal inquiry. |
PTO/M3 | Questions related to PTO and/or the M3 phase. |
General Inquiry: Any quick question that can be handled through general information from the agent.
Rejected Payments: Customer is inquiring about a rejected payment.
Industry Wide Data Change: Any inquiry about changes within the industry.
Technical Support: Any support that requires a technical resolution.
JIRA: Any interaction that needs follow-up through JIRA
Transfer: The call was transferred to another skill or department.
Rate Escalator | The customer is inquiring about the rate escalator in the platform. |
Savings | An installer is calling regarding the savings rule. |
Shade/Solar Access | The customer is inquiring about the Shade report or solar access. |
System Transfer/Refinance | The homeowner is inquiring about refinancing their home or transferring their system. |
Tax/Credits | A homeowner contacts EverBright regarding tax or solar credit questions. |
Transfer to Account Services | An agent transfers a call to Account Services. |
WC Complete - DWC Fail | An agent completed a Welcome Call due to the homeowner failing the Digital Welcome Checklist. |
WC Complete - DWC Refused | An agent completed a Welcome Call due to the homeowner’s refusal to complete the Digital Welcome Checklist. |
WC Request - DWC Advise | The installer requested that a Welcome Call be completed, but the agent advised how to complete the Digital Welcome Checklist. |
Welcome Call Fail | The homeowner failed the Welcome Call with an agent. |
Welcome Call Request | A customer requested that a Welome Call to be completed with the homeowner. |