Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Version History

« Previous Version 2 Next »

Background: A contract holder, homeowner, an authorized person on behalf of the contract holder, r installer may contact support through a phone call or chat that will require the support agent to authenticate customer account information prior to proceeding with the interaction.

Authenticating the customer’s account information before proceeding with the interaction is REQUIRED for each phone call and chat interaction. This is part of your QA Evaluation Scoring for phone call and chat interactions.

Policy Overview

Step

Action

1

  • Using the following table for suggested scripting based on type of customer and contact method prior to addressing the customer’s concerns to authenticate the customer account information from Engine Pipeline:

A successful authentication requires at minimum 3 of the following geographic information items depending on the type of customers calling:

  • Homeowner:

    • Full Name - required.

    • Full Address- including City, State, and Zip Code

    • Phone number

    • Email address (If the above information cannot be verified)

    • EverBright Contract ID (If the above information cannot be verified)

  • Installer:

    • Full Name

    • Organization Name

    • Email address

  • Phone call

Homeowner

To be able to further assist you, please verify the following information:

  • Full Name

  • Full Address- including City, State, and Zip Code

  • Phone number

If the above information cannot be verified, the following may be used as an alternative option:

  • Email address

  • EverBright Contract ID

Installer

To be able to further assist you, please verify the following information:

  • Full Name

  • Organization Name

  • Email address

  • Chat

  • Does the information provided in the text box by the customer match the customer account information from Engine Pipeline?

image-20230518-192431.png

  • If yes, proceed to Step 2

  • If NO, advise the customer the following depending on what information was not verifiable and the type of customer:

Homeowner

To be able to further assist you, please verify the following information as it is on your contract:

  • Full Name

  • Full Address- including City, State, and Zip Code

  • Phone number

  • Email address

If the above information cannot be verified, the following may be used as an alternative option:

  • EverBright Contract ID

and proceed to Step 2

Installer

To be able to further assist you, please verify the following information as you are registered with your organization:

  • Full Name

  • Organization Name

  • Email address

and proceed to Step 2

2

  • Did customer verify at minimum 3 above geographic information items above?

    • If yes, proceed to Step 3

    • If no, proceed to Step 4

3

  • Authentication is successful so proceed with interaction, following appropriate SOP(s).

4

  • Advise the customer the following:

“Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information.”

  • No labels