/
How to Handle a Traditional Welcome Call

How to Handle a Traditional Welcome Call

Owned by Rafael Gonzalez
Last updated: Jan 02, 2025
17 min read

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. This process will guide you on how to handle a Traditional Welcome Call in case the homeowner fails the DWC

IMPORTANT: Do NOT OFFER a Traditional Welcome Call (unless they have failed the DWC)

  • It is okay to follow the Traditional Welcome Call path if the homeowner prefers it

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

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:

 

 

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

 

  • IF it Has been Generated :

    • 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

        • (If you are scheduling a Call Back make sure to adhere to the Outbound Call Time Restrictions)

        • IF the request is coming from Email or Chat reply by using the Quick Reply named as “Call Back Commitment”

      • Then once you are talking with the Homeowner, ask the HO 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:

Important: Do NOT OFFER a Traditional Welcome Call (unless they have failed the DWC)

  • It is okay to follow the Traditional Welcome Call path if the homeowner prefers it.

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

 

 

 

 

 

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 Generated:

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

        • If they havent registered yet;

      • IF it has been Generated:

        • 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 Executing a 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 Generated:

      • 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 it has been Generated:

      • 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 Executing a 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

 

  • Verify if a DWC or Traditional Welcome Call has been completed succesfully and/or has been Passed in Engine:

    • 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:

  • 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:

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:

 

  • If homeowner does NOT answer:

 

Process - Executing a Traditional Welcome Call:

Step

Action

Step

Action

1

  • Locate the Job in Engine

  • Locate the Welcome Call Documentation

image-20241230-132303.png

2

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

 

IF NOT:

IF YES:

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

    • IF YES:

    • IF NOT:

      • Refer the Homeowner back to their Installer since they will need to Void the Existing contract and modify the language to Spanish in order to proceed with the Welcome Call

        • Then go to M1 through “Operations” Phase in Engine:

          • Select the “Welcome Checklist” Task

          • Go to “Welcome Call Status” and click on “Send Email”

          • Add the Installer’s Email Address in the “Additional Recipients”

          • Under Custom Note Include the following:

 

3

  • From the “Contract”
    Phase; Confirm if the Homeowner signed the Financial Agreement

 

 

image-20241230-134728.png

 

  • Does the customer have their EverBright Financial Contract available to refer during the call?

IF YES:

IF NOT:

 

4

  • Inform the Homeowner that the Welcome Call consists of asking a brief series of questions that will require definite affirmations (Such as “Yes”, “I Agree” , “That is correct” or “No/ I Disagree”) to ensure that they understand the details of their solar financing agreement

English Script:

Spanish Script:

 

5

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

 

6

  • Did the Homeowner Passed the Welcome Call?

IF YES:

Go to “Processing a Passed Welcome Call”

IF NOT:

  • 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

 

Processing a Passed Welcome Call:

Step

Action

Step

Action

1

  • Locate and download the Welcome Call Audio File from CXone

    • Save the file using the following naming convention:

      Customer First Name_Last Name> Date of Call (MM-DD-YYYY)>initials of support representative performing the call:

 

 

 

 

(Click Here to see how to locate and download the Welcome Call Audio)

  • Is the Recording Available for Download?

IF YES:

IF NOT:

 

2

 

3

  • If Recording was available:

    • Upload the Welcome Call Audio file to the customer’s job in Engine

  • Navigate to Milestone 1 (M1) 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

 

 

 

 

4

  • Leave a Comment on the Engine Platform

    • Navigate to the “Operations” Phase

      • Select the Welcome Call Task

      • Select on the “History” Tab

      • Select Public

      • Input Comment using the following matrix:

 

5

  • After posting the Comment 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 to the installer based on the following Matrix and click send

 

6

  • Outcome the interaction by selecting an appropriate Welcome Call Disposition

    • Include a Note with the following details:

Processing a Failed Welcome Call:

Frequent Call Failure Reasons:

Step

Action

Step

Action

1

  • Is this the 1st or 2nd Attempt?

1st Attempt:

2nd Attempt:

2

  • Leave a Comment on the Engine Platform

    • Navigate to the “Operations” Phase

      • Select the Welcome Call Task

      • Select on the “History” Tab

      • Select Public

      • Input the following 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.

 

 

3

  • 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 the following custom Note and click send

  • Then Go to Step 5

“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)”

4

  • If this is the 2nd Attempt and they failed

    • Navigate to the Operations Phase of the Job

    • Click on the Welcome Checklist TASK

    • Select on History

    • Select Public

    • Add the following comment:

      • “The Welcome Checklist and the Welcome Call for (Customer’s Name) at (Address) was rejected for the following question: (Question(s) that failed). The Job Will be Cancelled

 

  • Go to the “Operations” Phase and Cancel the Workflow

    • Include as the Cancellation Reason: “2nd Welcome Call Attempt Failed”

  • Then Go to Step 5

 

5

  • Outcome the interaction by selecting an appropriate Welcome Call Disposition

    • Include a Note with the following details:

  • Then Stop

Re-Sending a Copy of the Homeowner’s Signed Contract

Step

Action

Step

Action

1

  • Log in to DocuSign using your EverBright credentials.

  • Select “Manage” found on the top banner.

2

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

3

  • Select the “EverBright Financing” radio button.

4

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

5

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

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

  • Select “Forward”

6

  • 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.

  • Continue/ Go Back with “Executing a Traditional Welcome Call”

4 Digit Code Procedure:

Step

Action

Step

Action

1

  • Send the homeowner an email from the HO Outbound

  • Use the email address from the contract phase in Engine

  • Use the 4 Digit Code Quick reply in CXone

2

  • Enter any random four-digit number into the quick reply

 

3

  • Confirm with the customer that they receive the email and ask them to read back the 4 digit code.

 

4

  • If the customer is able to confirm the code you can proceed with the phone number Update

 

5

 

Related Article: