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:

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

...

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

    • Then Resend the Registration Link to the Homeowner

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

    • Schedule a Call Back Commitment

    • Then once you are talking with the Homeowner, Proceed with the 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

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

...

• 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

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

...

• 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

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

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

Before Calling the Homeowner:

...

• 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:

...

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:

Process - Executing a Traditional Welcome Call:

...

Step

...

Action

...

1

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

...

IF NOT:

• Go to Step 2

IF YES:

• 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

...

Handled 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.

Table of Contents:

SOP:

Use the table below to determine next steps:

Arranging a Callback Commitment and Responding to the Installer

...

STEP	ACTION
1	Log into CXOne Launch the MAX Softphone Expand title Reference Image: Enter the homeowner’s phone number. Select on Welcome Call OB skill. Expand title Select Call Expand title Select 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 title Voicemail 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!" Record the outcome of the outbound attempt. Go to 3
3	IF:	THEN:
	If there have been less than 5 outbound attempts	Schedule a new callback commitment for the following business day Stop
	If this is the 5th attempt	Notify the installer of our inability to connect with the homeowner. Stop
4	Determine if the customer qualifies to perform the Welcome Call

...

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 title Reference Image: Add the Installer's email address in “Additional Recipients.” Add a Custom Note: Expand title Email 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	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 title Reference Image:  Select the Green checkmark to finalize the update. Expand title Reference Image: Continue Executing a Welcome Call

...

STEP	ACTION
1	Locate the Welcome Call audio file from CXOne Is the recording available for download? If yes, go to 3 If no, go to 2 Panel panelIconId atlassian-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 panelIconId atlassian-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 title Reference 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	Process a 2nd Failed Welcome call. Stop
	Expand title Reference Image: Expand title Reference 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 title Reference 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 title Reference 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 title Reference Image: Add the Installer's email address in Additional Recipients Add a Custom Note: Expand title Email 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.

...