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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. | |||
Address Phase | A customer is inquiring about the Address Phase. | |||
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. | |||
OPS - 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. | |||
Compliance | Escalated customer complaints (i.e. laws, regulations, rules, and policies). | |||
Contact Phase | A customer is inquiring about the Contact Phase. | |||
Contract - other | The customer is inquiring about a contract. | |||
Quote - Cost Buildup | An installer is inquiring about the cost build up in the quote phase (i.e. Adders, Labor, Cost) | |||
Qual - 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.)Project - 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.Project - 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. | Quote - 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. | |||
OPS - 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. | |||
OPS - Milestone Requirements | An installer is inquiring about the milestone requirements. | |||
OPS - Monitoring | The customer is inquiring about the monitoring of their system. | |||
OPS - 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. | |||
OPS - Change Order (HCO, ICO, NCCO, System) | A customer contacts EverBright to inquire about any type of change order. | |||
OPS - Installer Payments | A customer is inquiring about payments made to an installer. | |||
OPS - Milestone Requirements | An installer is inquiring about the milestone requirements. | |||
OPS - Monitoring | The customer is inquiring about the monitoring of their system. | |||
OPS - NCCO | An installer is inquiring about a NCCO (name, address phone number change) | |||
Project - Design Desk | An Installer contacts EverBright regarding a design desk inquiry. | |||
Project - Equipment | A customer is inquiring about the equipment in the Project Phase (i.e. panels, batteries, inverters) | |||
Project - Production/Tolerance | An installer is inquiring about issues or errors pertaining to production or tolerance. | |||
Project - Shade/Solar Access | The customer is inquiring about the Shade report or solar access. | |||
Proposal Phase | An Installer contacts EverBright regarding a proposal inquiry. | |||
PTO/M3 | Questions related to PTO and/or the M3 phase. | |||
Qual - Credit/Title | A customer is inquiring about Credit and/or title. | |||
Quote - Cost Buildup | An installer is inquiring about the cost build up in the quote phase (i.e. Adders, Labor, Cost) | |||
Quote - Finance Product Rules | Errors or issues resulting from a product rule, or incorrectly built systems that result in product rule violations. | |||
Quote - Rate Escalator | The customer is inquiring about the rate escalator in the platform. | |||
Quote - Savings | An installer is calling regarding the savings rule. | Project - 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. | |||
Transfer to Omnidian | An agent transfers a call to Omnidian. | |||
Usage Phase | A customer is inquiring about the Usage Phase. | |||
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 Complete | The homeowner successfully completed a Welcome Call. | |||
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. |