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Handled By: All Support AgentsHandled By: All Support Agents

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 welcome.

...

Step 1

IF:
THEN:

An installer is requesting that the homeowner be called to complete their WC.

Info

If an installer requests a 3-way call with the homeowner to complete WC, gather initial information such as installer’s name & organization, homeowner name, and homeowner’s property address for the WC. Complete homeowner authentication once the homeowner is on the actual call.

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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.

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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.

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.

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Important: This includes POAs (Power of Attorney)

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STEP

ACTION

1

  • Locate the job in Engine

  • Select on the “Operations” Phase

  • Select on M1

  • If task displays “Welcome Checklist” instead of “Welcome Call,” the homeownercan complete this actionviathe MyEverBright portal.

  • Return to SOP Overview

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titleScreenshot - Locating A Job in Engine / WC Task

Performing an Outbound Welcome Call

STEP

ACTION

1

  • Log into CXOne

  • Launch the MAX Softphone

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  • Enter the homeowner’s phone number.

  • Select on Welcome Call OB skill.

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titleSelect Call
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titleSelect Welcome Call OB skill
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  • 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:

English:

Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?

How are you today? We are calling to complete your Welcome Call.

The goal of this call is to ensure that you understand the details of your solar financing agreement.

Spanish:

“Hola, le habla (Representative Name) llamando de EverBright. ¿Estoy hablando con (Customer Name)?”

English:

How are you today?

Spanish:

¿Cómo se encuentra en el día de hoy? 

English:

We are calling to complete your Welcome Call.

Spanish:

Le estamos llamando para completar su Llamada de Bienvenida 

English:

The goal of this call is to ensure that you understand the details of your solar financing agreement.

Spanish:

“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:

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titleVoicemail Script

English:

“Hi (Customer Name) this is (your 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!"  

Spanish:

“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!"

3

IF:
THEN:

If there have been less than 5 outbound attempts

If this is the 5th attempt

4

Notifying the Installer of Our Inability to Connect with the Homeowner

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

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  • Add the Installer's email address in “Additional Recipients.”

  • Add a Custom Note:

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titleEmail Script

Hello,

We have made several unsuccessful attempts to contact (homeowner name) to complete the required welcome call. Please contact the homeowner and advise them to call us at 833-830-0475 to complete the call. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You,

(Agent name)

Executing a Welcome Call

STEP

ACTION

1

  • Request the caller’s full name and address.

  • Confirm that the homeowner signed the financial agreement.

  • Does the customer have their EverBright financial contract available to refer to during the call?

Info

Note: The homeowner’s signature is the only one needed to complete the welcome call - it is OKAY if signatures are still pending for the installer and salesperson.

2

  • Inform the caller that the Welcome Call consists of asking a brief series of questions that will require definite affirmations (e.g., “YES”/”I AGREE”/”THAT IS CORRECT” or “NO”/”I DISAGREE”) and is to ensure that they understand the details of their solar financing agreement:

    • English: “The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.

    • Spanish: “El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar” 

    • English: 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.”

    • Spanish: “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”  

  • Locate the job in EverBright’s Engine Platform

  • Locate the Welcome Call Checklist in EverBright’s Engine Platform

  • Ask the questions exactly as listed on the Welcome Call Checklist

  • Go to Step 3

Info

Important:

  • While completing the WC, if the customer expresses, they do not know what their contract ID # is, refer them to the upper right side of any page of their contract.

  • If the customer does not agree with a WC question, please repeat the question to ensure full understanding; a “YES” response to all the questions is required to satisfy the Welcome Call task.

Product 

Product Translation 

Retail Installment Contract (RIC) 

Contrato de Venta a plazos 

Power Purchase Agreement (PPA) - EverFlex 

Contrato para la compra de energía - EverFlex 

Power Purchase Agreement (PPA) - EverFixed 

Contrato para la compra de energía - EverFixed 

Power Purchase Agreement (PPA) – EverFixed + Storage 

Contrato para la compra de energía – EverFixed + Almacenamiento 

3

The name is misspelled or there’s a small address discrepancy.

4

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STEP

ACTION

1

  • Navigate to the Qualifications Phase

  • Select the “Review Name and Address Information” Tab

  • Under the “Legal Names” section, select the Edit Button and Edit the Phone Number

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  •  Select the Green checkmark to finalize the update.

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STEP

ACTION

1

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Important: Please wait up to 5 minutes for the recording to become accessible.

2

  • Schedule a callback commitment in CXOne to yourself

  • Add into the Commitment Description:

    • Link to the Job in Engine

    • Homeowner’s Name and Address

    • CXOne ID

    • Once you are able to locate the call and download it end the commitment and Stop

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Important: If the call is not available by the end of your shift, Schedule a new Commitment Call to the OB Skill with all the previous information and notify your supervisor

3

  • Upload the Welcome Call audio file to the customer’s job in EverBright’s Engine Platform

    • NOTE: Only passed welcome calls will be uploaded to Engine.

  • Navigate to Milestone 1 in the Operations Phase of the customer’s Job.

  • Click on the Welcome Call task.

  • Toggle the attestation/welcome call checklist button to TRUE.

  • Click the recording upload and upload the MP4 file to the platform.

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  • Go to 4

4

  • Leave a comment on EverBright’s Engine Platform

  • Navigate to the Operations Phase

  • Select Welcome Call Task

  • Select on the History tab.

  • Select Public

  • Input Comment Using the Matrix Below:

IF:
AND:
THEN:

The customer passed the WC.

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  • Post Comment:

    • Welcome Call Completed – (Date Completed) (Your Initials)

  • Go to 5

If customer passed the WC but there was a misspelling in the homeowner's name or small address discrepancy

  • Post Comment:

    • Welcome Call Completed using the Original Welcome Call Checklist – (Date Complete) (Your Initials)

  • Go to 5

The customer failed the WC.

1st WC attempt

  • Post Comment:

    • The homeowner failed the Welcome Call on (question #), please reach out to the customer to review this along with any additional questions they may have regarding their contract or the Welcome Call.

  • Go to 5

2nd WC attempt

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5

  • Email the homeowner’s 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

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  • Add the Installer's email address in Additional Recipients

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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titleReference Image:

 

...

STEP

ACTION

1

IF:
THEN:

Homeowner is requesting to perform WC in English

Execute Welcome Call

Homeowner is requesting to perform WC in Spanish

Info

Note: As of August 30, 2023, EverBright has started accepting Spanish Welcome Calls for Texas and California residents only.

Spanish-speaking Support agents go to Step 2

2

IF:
AND:
THEN:

Homeowner is in Texas or California

Contract/Welcome Checklist is in Spanish

Execute Welcome Call

Contract/Welcome Checklist is NOT 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.

  • 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

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titleReference Image:

  • Add the Installer's email address in Additional Recipients

  • Add a Custom Note:

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titleEmail Script

Hello,

EverBright attempted to conduct the welcome call with (Homeowner name) today. We were unable to move forward with the process because the homeowner wanted to conduct the call in Spanish. Since the contract is in English, we are obligated to conduct the call in English. Please speak with the homeowner about conducting the call in English and the next steps.

Regards,

(Agent Name)

  • Stop

Info

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.

...