Background: A Background: An EverBright customer requests to be removed from all marketing communications from Everbright.
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A non-customer can be defined as a homeowner who does not have a valid or active contract.
A homeowner who has never signed a contract; or
A homeowner who has a canceled contract
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The agent should determine why the homeowner is requesting to opt out of email communications.
If it is a marketing email, they can opt-out by clicking unsubscribe in the email.
If the email is about payments, ACH request form, Authoritative Copy, account creation, DWC, etc., the homeowner is unable to opt out.
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. The customer states that they are on a Do-Not-Call (“DNC”), Do-Not-Email (“DNE”), or Do-Not-Mail list and were contacted, or they state they have previously requested to be added to the EverBright Internal DNC lists and continue to be contacted.
Confirm the caller is a current customer
A current customer has an active contract with EverBright. A non-customer is a consumer with whom EverBright (1) has never had a contract, or (2) previously had a contract, but that contract has since been cancelled.
If the person making the request is a customer:
DNC request response: “EverBright does not engage in outbound telemarketing, but we will make a note of your request. You will continue to receive calls from us regarding your project, account, and billing.”
DNE request response: “EverBright does not send marketing emails. Any emails you receive from our mailing list contain an opt-out link. Please opt out or unsubscribe using that link. You will continue to receive EverBright communications regarding your project, account, and billing.”
If the person making the request is NOT a customer:
DNC request response: “EverBright does not engage in outbound telemarketing, so we do not currently maintain a do-not-call list. Can you please provide some information so we can appropriately investigate whether telemarketing calls are being made on our behalf?
The phone number that received the call.
The caller ID number.
Representatives and/or company names mentioned in the call.
Was there a live person on the line or was it pre-recorded?
Any other details about the call.
DNE request response: “EverBright does not send marketing emails. Any emails you receive from our mailing list contain an opt-out link. Please opt out or unsubscribe using that link.”
Do Not Contact Status
Agents should NOT use the DNC button in CXone.
The agent should escalate to a resolution specialist if they believe a customer should be placed in a DNC status in CXone.
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Create a Jira ticket.
Include the customer's full name.
The phone number that received the call.
The caller ID number.
Any other details about the call.
Tag Resolution (Berenice Peralta Eric Suarez Nehemiah @ EverBright).