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How to Handle a Traditional Welcome Call.

How to Handle a Traditional Welcome Call.

Owned by Tiffany Harper (Unlicensed)
Last updated: Jan 02, 2025 by Stephanie Kussrath
14 min read

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:

Step 1

IF:
THEN:

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

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.

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.

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.

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

  • Capture the following information:

    • Project Address

    • Homeowner’s Name, as it appears on the agreement.

    • Homeowner’s Phone Number

    • Homeowner’s Availability (4 Hour Time Window), including time zone.

  • Go to Step 2

2

3

  • Did the installer request came from email?

    • If yes, go to Step 4

    • If no, Stop.

4

  • Reply to the Installer/Sales Rep by using the quick reply named as “Call back Commitment“

  • Update the Jira reporter to Anonymous (If Jira ticket exists)

  • Close the Jira Ticket (If exists) and Stop

Verifying Digital Welcome Checklist Eligibility

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 homeowner can complete this action via the MyEverBright portal.

  • Return to SOP Overview

Performing an Outbound Welcome Call

STEP

ACTION

1

  • Log into CXOne

  • Launch the MAX Softphone

  • Enter the homeowner’s phone number.

  • Select on 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:

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

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

  • Add a Custom Note:

 

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?

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”  

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.

Updating a Phone Number in the Engine

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

  •  Select the Green checkmark to finalize the update.

Processing a Passed or Failed Welcome Call

STEP

ACTION

1

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

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.

  • 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

 

 

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

  • 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

 

 

 

Welcome Call Failure Reasons

Details

  • The homeowner answers “NO” to a question that requires a “YES” to proceed.

  • The email address on the WC checklist is incorrect or they are using someone else’s email address.

  • The installer is coaching the homeowner in the background.

  • The homeowner is unable to conduct the call as a result of an unsupported language type.

  • The finance terms are incorrect.

Processing a Second Failed Welcome Call

STEP

ACTION

1

  • Leave a comment on the customer’s project:

    • Navigate to the Operations phase of the job.

    • Click on the Welcome Checklist task.

    • Select on History

    • Select Public Audience

    • Add Comment:

      • The Welcome Checklist and the Welcome Call for [customer name and address] was rejected for the following question, [question(s) that failed]. The job will be cancelled.

    • Click on the Comment button.

  •  Select “Cancel Workflow”

 

 

Recording the Outcome of a Welcome Call in CXOne

STEP

ACTION

1

  • Select 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]

Resending a Copy of a Homeowner’s Signed Contract

STEP

ACTION

1

  • Log in to DocuSign using your EverBright credentials.

  • Select “Manage” found on the top banner.

  • Select “Shared Envelopes” found on the left-hand menu section.

  • Select the “EverBright Financing” radio button.

  • Select “Sent” found on the left-hand menu section.

  • Type the homeowner’s name into the search bar.

  • Select the carrot menu to the right of the command.

  • Select “Forward”

  • Enter the homeowner’s name and email (can be found in the Contact phase in the EverBright Engine Platform)

  • Select “Send” in the bottom right corner.

  • Complete the Welcome Call

Locating a Job in Engine

STEP

ACTION

1

  • Log into the EverBright Engine Platform using your credentials.

  • Select the drop-down arrow and log in as:

  • Organization: EverBright, LLC

  • User: EverBright Admin

  • Go to Step 2

2

  • Navigate to Pipeline

  • Input the customer's name or address.

Locating Homeowner’s Welcome Call Checklist in Engine

STEP

ACTION

1

  • Select Operations on the left-hand menu.

  • Select the homeowner’s agreement.

  • Select the “Welcome Call Checklist”

Language Qualifications to Execute a Welcome Call

STEP

ACTION

1

IF:
THEN:

Homeowner is requesting to perform WC in English

Execute Welcome Call

Homeowner is requesting to perform WC in Spanish

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

  • Add the Installer's email address in Additional Recipients

  • Add a Custom Note:

  • Stop