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Welcome Call SOP - Engine

Welcome Call SOP - Engine

Owned by Stephanie Kussrath
Last updated: Jan 12, 2024 by Deanna Collia
17 min read

Overview: All homeowners are required complete a welcome call as part of the EverBright financing process. This call is completed after they sign the contract and is a requirement for Milestone 1 (M1) in the Operations phase. The following SOP outlines conducting and processing Inbound and Outbound Welcome Calls.

Note: The homeowner’s signature is the only one needed in order to complete the welcome call - it is OK if signatures are still pending for the installer and salesperson.

EverBright’s Deal Processing team audits these calls to identify possible fraud. Our intention is to make sure homeowners understand the legal agreement they signed with EverBright.

There are 3 ways to complete the welcome call.

1.) Installer can conduct the homeowner Welcome Call and upload it to the job

2.) Homeowners can call EverBright and complete the call with a support representative (inbound call)

3.) Installer can email support@myeverbright.com and request us to complete the call (outbound call)

 

Preparing for Welcome Calls

Log into the EB platform using your credentials.

Select the log in as feature from the dropdown menu

Log in to the EverBright LLC Org as EverBright Admin

Power of Attorney

If someone other than the signee or co-signer of the agreement is requesting to complete the Welcome Call on their behalf because they have Power of Attorney, the agent should reply:

Unfortunately, a POA cannot represent the homeowner as they do not meet the requirement to complete the welcome call. Only a signee of the agreement can complete the welcome call. If the homeowner is unable to complete the welcome call a co-signer will need to be added and a new workflow will also need to be generated.

Inbound Welcome Call

Script

“Currently, EverBright does not conduct welcome calls in Spanish. To move forward with your agreement, we would need to conduct your welcome call in English. Would you like to continue in English?”

  • Homeowner says yes: Proceed with Welcome Call

  • Homeowner does not understand: Connect the homeowner with a Spanish-speaking agent that can communicate the above script to the homeowner

  • Homeowner says no to conducting welcome call in English

  • Advise the homeowner that we are unable to continue with the process

  • E-mail their sales representative/ or contractor from the contract (instructions below)

Script:

"Hello - Thank you for calling EverBright. This is [agent name], how may I assist you today?"

“Thank you! I'd be happy to help you complete your welcome call. Do you have your EverBright financial contract available to refer to during our call?”

If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.

 

  • Click “Shared Envelopes” from the menu on the left hand side.

 

  • Click the “EverBright Financing” Option. Then click the “Select” button.

 

  • Click “Sent” from the menu on the left-hand side.

 

  • Type the homeowner’s name into the search bar. Then, select the carrot menu to the right of the command. Click “Forward”.

 

  • Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.

"So that I can pull up your account, please provide me your full name."

  • Navigate to pipeline - in the search bar, enter the homeowner’s name. Once you find the job, verify that the name and address matches the information provided by the homeowner

 

 

  • Verify that the name and address match the information provided by the homeowner

“Please verify the property address where the system is being installed.”

  • Pull up the Welcome Call checklist

“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.”

Effective 12/22/2023, revised Welcome Scripts will be rolled out to better align with homeowner agreements.

  • Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.

  • If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.

  • Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.

  • If the following information is incorrect on the WC checklist:

    Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete.  The call can be deemed successful.

    Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.

Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.

  • Email address- the call fails.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

  • Once finished:

“Thank you, [Client’s Name]. That concludes the Welcome Call. We will notify your installer. We hope that you have a great rest of your day!”

  • Process the completed welcome call in MAX:

    • Leave a disposition, the name and address of the Homeowner:

      • Welcome Call Complete

      • Welcome Call Failed

Outbound Welcome Call Request (phone, chat, email)

Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls.

  • Installers can request a Welcome Call via phone, chat, or email. Collect the following information:

    • Project address

    • Homeowner’s Name as it appears on the agreement

    • Homeowner’s Phone Number

    • Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone

  • Schedule a call back commitment in CXone Scheduling a Commitment in CXonearchived

    • Leave a Note containing

      • Project address

      • Homeowner’s Name as it appears on the agreement

      • Homeowner’s Phone Number

      • Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone

  • Update the Jira ticket (Only email Request)

    • Reporter: Installer’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Email and (Phone or Chat)

Reply to the installer:

Hello (name of Contractor/Sales Rep),

We are confirming that EverBright Support will conduct the Welcome Call for (Homeowner, Date, time frame and time zone). Please ensure the homeowner has reviewed and understands the Welcome Call questions, which can be found near the back of their contract package. Ideally, the homeowner will have the list of the Welcome Call questions with them so they can follow along. If you have any questions, please don't hesitate to contact us. Hope you have a great rest of your day.

Thank you,

(Agent name)

  • Close Jira ticket once you reply to installer.

Outbound Welcome Calls

 

  • If the homeowner does not answer, leave a voicemail

Please see https://sighten.atlassian.net/wiki/spaces/SS/pages/2741829892 SOP when performing an Outbound Welcome Call.

 

Phone Script

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. Do you have your EverBright contract available to refer to during our call?

  • If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.

Otherwise proceed:

Great!

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.

 

  • Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.

  • If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.

  • Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.

  • If the following information is incorrect on the WC checklist:

    Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete.  The call can be deemed successful.

    Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.

Email address- the call fails.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

  • Process the completed welcome call in MAX:

    • Leave a disposition, the name and address of the Homeowner:

      • OB Welcome Call No Answer

      • OB Welcome Call Complete

      • OB Welcome Call Failed

Processing Welcome Calls

Passed/Successful Calls

  • If a recording is still not available after 5 minutes DO NOT process the call

  • Create a Jira ticket:

    • Subject - 'Reminder to upload WC - [homeowner name]

    • Reporter - yourself

    • Provide the following information in the ticket:

      • Link to the job in Engine

      • Homeowner’s name and address

      • CXone ID

    • Tag Cassie and Sabin in the ticket to monitor.

    • Check the status of the recording every half hour throughout the rest of your shift.

    • Proceed with the steps below to process the call once the recording is available in CXone.

    • Close the ticket as done once the call has been processed.

  • Upload the Welcome Call audio file into the customer’s project in EverBright and Attest to the validity of the call.

  • Leave a public comment in the customer's project:

Welcome Call Complete - (date completed) (your initials)

  • Email the 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 Installer's email address in Additional Recipients

  • Add a 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)

 

Failed/Unsuccessful Calls

 

  • Tell 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.

  • Leave a public comment in the customer’s project:

The homeowner failed the Welcome Call on (question#), please reach out to the customer to review this question along with any additional questions they may have regarding their contract or the Welcome Call questions.

  • Email the installer:

    • Copy the Installer’s email address from the contract phase in the homeowner’s job

    • Navigate to M1 in the Operations phase on Engine

    • Click on Welcome Call Status

    • Click on Send Email

       

  • Paste the Installer's email address in Additional Recipients

  • Add a 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@myeverbright.com.

Thank you,

(Agent name)

 

Updating a Phone Number

If the homeowner’s phone number is incorrect, the WC can still be successfully completed, and the agent can update the information in the qualification phase to reflect the correct number.

Other updates (misspelled name, address, unit)

  • The Welcome call checklist does not update when an NCCO is generated.

  • Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist”

  • Email the installer:

    • Copy the installer’s email address from the contract phase of the homeowner’s job

    • Navigate to M1 in Operations phase on Engine

    • Click on Welcome Call Status

    • Click on Send Email

  • Add Installer's email address in Additional Recipients

  • Add a 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)

 

If an update to email address is needed

  • Tell 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.

    • Copy the installer’s email address from the contract phase of the homeowner’s job

    • Navigate to M1 in the Qualification phase

    • Click on Welcome Call Status

    • Click on Send Email

  • Add Installer's email in Additional Recipients

  • Add a 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)

 

 

Unable to reach homeowner to conduct Welcome Call

  • The support agent will attempt to contact the homeowner to complete the welcome call every day for 5 business days.

  • Schedule a call back commitment in CXone after each call of attempting to reach homeowner. Scheduling a Commitment in CXonearchived

    • Leave a Note containing

      • Project address

      • Homeowner’s Name as it appears on the agreement

      • Homeowner’s Phone Number

      • Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone

      • Number of attempted calls to homeowner

  • If the homeowner does not answer on the 5th business day, follow steps below

    • Copy the installer’s email address from the contract phase of the homeowner’s job

    • Navigate to M1 in the Qualification phase

    • Click on Welcome Call Status

    • Click on Send Email

  • Add Installer's email in Additional Recipients

  • Add a Custom Note:

Hello,

We have not been able to speak with (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)

 

 

Spanish Welcome Call Requests

(This does not apply to Texas or California residents!)

If the homeowner refuses to do the Welcome Call in English:

  • 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 of the homeowner’s job

    • Navigate to M1 in the Qualification phase

    • Click on Welcome Call Status

    • Click on Send Email

 

  • Add Installer's email in Additional Recipients

  • Leave a Custom Note:

 

Hello,

 EverBright attempted to conduct the welcome call with (Homeowner name) today. We were unable to move forward with the process because the homeowner wants to conduct the call in Spanish. Since the contract is English, we are obligated to conduct the call in English. Please speak with homeowner about conducting the call in English and next steps.

Regards,

(Agent name)

 

 

Installer requesting to have the WC uploaded on their behalf

If an agent receives a request from an installer to upload a welcome call on their behalf, the agent should reply:

Hello,
Thank you for reaching out to EverBright! Unfortunately, we are not authorized to upload and attest a call on your behalf.
Welcome Calls must be uploaded to the platform by going to Operations > All Tasks > Welcome Call.
The welcome call must be uploaded as an audio file, then toggle the Attestation, and you will have completed uploading the welcome call.
Please contact us if you need assistance. You may contact us at support@goeverbright.com or 833-830-0475 or Live Chat on the platform.

Thank you.