Versions Compared

Version Old Version 16 New Version 17
Changes made by

Rafael Gonzalez

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Reverted from v. 14

Background: All homeowners are required to complete a Digital Welcome Checklist (DWC) 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 Call in case the homeowner fails the DWC

...

Table of Contents:

...

Pre-Process Overview:

Use the following table to determine the next steps

IF an Installer/Sales Rep is requesting us to call back a Homeowner to complete their Welcome Call:

Expand
titleCLICK HERE

Locate the Homeowner’s Account in Engine to confirm if the DWC has been generated:

  • IF NOT:

    • Explain to the Installer that the Welcome Call is now Digital and it should be completed by the Homeowner from their MyEverbright Portal

    • If Installer states that the HO prefer a traditional welcome call:

  • IF YES:

    • Verify if the DWC status is “Failed” or Passed”

    • IF Passed:

      • Explain to the Installer that the DWC has been sucessfully completed

    • IF Failed:

      • Schedule a Call Back Commitment > then once you are talking with the Homeowner, ask them if they need us to clarify the failed questions with them

        • If Yes: Clarify their questions and then WARM transfer the call to the Welcome Call Queue to complete a Traditional Welcome Call

        • IF Not: Proceed with the Traditional Welcome Call

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFEBE6

Important: It is okay to follow the Traditional Welcome Call path if the homeowner would prefer a traditional welcome call.

  • If this is the case then please use the disposition “WC Complete - DWC refused”

IF the Installer/Sales Rep is requesting a 3-way call with the Homeowner to complete the Traditional Welcome Call:

Expand
titleCLICK HERE

  • Gather the following Initial Information before talking to the Homeowner:

    • Installer’s Name & Organization

    • Homeowner’s Name

    • Homeowner’s Property Address

  • Then; Once you are with the Homeowner on the actual call:

    • Authenticate the Homeowner

    • Locate the Homeowner’s Account in Engine to confirm if the DWC has been generated:

      • IF NOT:

        • Explain to the Homeowner that the DWC is now digital and it should be completed from their MyEverbright Portal

        • If they havent registered; Resend the Registration Link to the Homeowner

      • IF YES:

        • Verify if the DWC status is “Failed” or Passed”

        • IF Passed:

          • Explain to the Homeowner that the DWC has been sucessfully completed

        • IF Failed:

          • Ask them if they need us to clarify the failed questions with them

            • If Yes: Clarify their questions and then WARM transfer the call to the Welcome Call Queue to complete a Traditional Welcome Call

            • IF Not: Proceed with the Traditional Welcome Call

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFEBE6

Important: It is okay to follow the Traditional Welcome Call path if the homeowner would prefer a traditional welcome call.

  • If this is the case then please use the disposition “WC Complete - DWC refused”

IF a Homeowner/Cosigner is Calling Support to complete their WC

Expand
titleCLICK HERE

  • Authenticate the Homeowner

  • Locate the Homeowner’s Account in Engine to confirm if the DWC has been generated:

    • IF NOT:

      • Explain to the Homeowner that the DWC is now digital and it should be completed from their MyEverbright Portal

      • If they havent registered; Resend the Registration Link to the Homeowner

    • IF YES:

      • Verify if the DWC status is “Failed” or Passed”

      • IF Passed:

        • Explain to the Homeowner that the DWC has been sucessfully completed

      • IF Failed:

        • Ask them if they need us to clarify the failed questions with them

          • If Yes: Clarify their questions and then WARM transfer the call to the Welcome Call Queue to complete a Traditional Welcome Call

          • IF Not: Proceed with the Traditional Welcome Call

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFEBE6

Important: It is okay to follow the Traditional Welcome Call path if the homeowner would prefer a traditional welcome call.

  • If this is the case then please use the disposition “WC Complete - DWC refused”

IF a Homeowner/Cosigner was transferred to the Welcome Call Queue by another Support Agent due to a Failed Digital Checklist attempt

Expand
titleCLICK HERE

  • Go to “Executing a Traditional Welcome Call”

IF a Support Agent is ready to complete a Call Back/Outbound Commitment

Before Calling the Homeowner:

Expand
titleCLICK HERE

  • Verify if a DWC or Traditional Welcome Call has been already completed in Engine or not:

    • IF YES:

      • Call Back will Not be required, however you must notify the Installer and let them know that the Welcome Call has been completed

    • IF NOT:

      • Proceed with the Call Back

Call back the Homeowner by following the Outbound steps:

  • If Homeowner Answers:

Expand
titleCLICK HERE

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’s 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”

  • Then

    • Verify if the DWC status says “Failed”

      • IF it says Failed: Ask them if they need us to clarify the failed questions with them

        • If clarification is needed:

          • Clarify their questions and then WARM transfer the call to the Welcome Call Queue to complete a Traditional Welcome Call

        • IF clarification is NOT needed:

          • Proceed with the Traditional Welcome Call

SPANISH:

“Hola, Le habla (Representative Name), llamando de EverBright, Estoy hablando con (Customer’s Name)?

¿Como se encuentra el dia de hoy? Le estamos llamando para completar su Llamada de Bienvenida o “Welcome Call”

El Objetivo de esta Llamada de Bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar”

  • Then

    • Verify if the DWC status says “Failed”

      • IF it says Failed: Ask them if they need us to clarify the failed questions with them

        • If clarification is needed:

          • Clarify their questions and then WARM transfer the call to the Welcome Call Queue to complete a Traditional Welcome Call

        • IF clarification is NOT needed:

          • Proceed with the Traditional Welcome Call

  • If homeowner does NOT answer:

Expand
titleCLICK HERE

  • If Feasible; Leave a Voicemail

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!"

  • Then; Outcome the interaction by selecting an appropriate Welcome Call Disposition

    • Include a note with the following details:

      • [Inbound or Outbound] Welcome Call [Complete or Failed - Question # or Did Not Answer – Outbound Attempt #]

      • [Homeowner Name]

      • [Address]

Info

Note: Welcome Call Failure Reasons can be found Here

Note

If there have been less than 5 Outbound Attempts:

  • Schedule a New Call Back Commitment for the Following Business Day

  • Then; Stop

If this is the 5th Attempt:

  • Notify the Installer of our Inability to connect with the Homeowner

  • Then; Stop

...

Step

Action

1

  • Is the Homeowner requesting to perform the WC in Spanish?

IF NOT:

  • Go to Step 2

IF YES:

Info

Note: As of August 30, 2023, EverBright has started accepting Spanish Welcome Calls for Texas and California Residents Only

  • Verify if the Welcome Call Document has been generated in Spanish

    • IF YES:

      • Go to Step 2

    • IF NOT:

      • Explain to the HO that The Installer must:

        • Void the Contract

        • Modify the Primary Language to Spanish from the Address Phase

        • Cancel the Pre-Qualification

        • Rerun to generate the contract in Spanish

      • Then Notify the Installer about this request

2

...

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.

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFEBE6

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.

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFEBE6

Important: Please refer to Resending a portal invitation 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.

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFEBE6

Important: This includes POAs (Power of Attorney)

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.

Arranging a Callback Commitment and Responding to the Installer

...

STEP

ACTION

1

  • Log into CXOne

  • Launch the MAX Softphone

Expand
titleReference Image:

  • Enter the homeowner’s phone number.

  • Select on Welcome Call OB skill.

Expand
titleSelect Call
Expand
titleSelect Welcome Call OB skill

  • 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)?

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)?”

¿Cómo se encuentra en el día de hoy? Le estamos llamando para completar su Llamada de Bienvenida 

“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:

Expand
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

...

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

Expand
titleReference Image:

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

  • Add a Custom Note:

Expand
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.

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:

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

“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”  

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

  • Inform the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.

[Customer Name] sorry, we are not able to complete the Welcome Call. Please reach out to your Installer for more details. Thank you have a great day.

...

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

Expand
titleReference Image:

  •  Select the Green checkmark to finalize the update.

Expand
titleReference Image:

...

STEP

ACTION

1

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFBDAD

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

Panel
panelIconIdatlassian-info
panelIcon:info:
bgColor#FFBDAD

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.

Expand
titleReference Image:

  • 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.

--

  • 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

Expand
titleReference Image:
Expand
titleReference Image:

 

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

Expand
titleReference Image:

  • Add the Installer's email address in Additional Recipients

Add a Custom Note using the matrix below:

IF:
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

IF:
DUE TO:
THEN:

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

Expand
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

Expand
titleReference Image:

  • Add the Installer's email address in Additional Recipients

  • Add a Custom Note:

Expand
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.

...