Conducting Welcome Calls - SOP

Owned by Rob
Last updated: May 26, 2023 by Deanna Collia
14 min read

This article refers to welcome calls for the majority of our deals. However some will follow the SOP here. In these cases, the ticket itself will contain a link to that SOP, rather than this one.

Overview: All homeowners need to complete a welcome call as part of the EverBright financing process. This call is done after they sign the contract, and is a required part of Milestone 1 (M1) in the operations phase.

Note: It's ok to proceed with the welcome call if the homeowner has signed the contract - but signatures are still pending for the installer and EB.

There are currently 3 ways to complete the welcome call. In all three cases, an audio recording of the telephone call is uploaded to the homeowner's job within the EverBright platform.

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)

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.

The following SOP outlines how to conduct Inbound and Outbound Welcome Calls - including the ticket processing work to complete as soon as the call is complete.

 

1. Inbound Welcome Call Process

EverBright homeowners can call our Welcome Call support line (833-830-0475).

When a client dials this number they will have the option, either to complete their welcome call or speak to someone on the EverBright Deal Processing team.

The Homeowner should only be dialing the option to complete the Welcome Call

IVR recording:

How to handle inbound calls: Make sure Jabber is open, your headset is on, and you’re ready for calls.

1.) Make sure you’re logged into the platform (EverBright LLC as EverBright Admin) and ready to pull up specific jobs. http://engine.goeverbright.com

 

2.) Answer incoming call: Hello - Thank you for calling EverBright. This is [Agent’s first Name], how may I assist you today”?

The caller confirms that they wish to complete their welcome call

3.) “Thank you! I am 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, please follow the instructions here to resend them their docusign email - from there, they can retrieve their contract from Docusign. This may take a few minutes.

If they say they have their contract, or have successfully retrieved it, then proceed:

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 solar system will be installed”

 

  • If correct, then open the job

 

4.) Once in the job navigate to the Operations M1 Phase, select the Agreement and open the ‘Welcome Call Checklist’ to reference the contract package during the call. **Note, this option will only be available if the contract has been completed.

*Alternatively, the Welcome Call checklist can be accessed by navigating to the Contract phase and selecting ‘Preview’. **Once the document is open, the Welcome Call Checklist can be directly accessed by searching for the keyword ‘welcome call’

 

5.)Then start the welcome call:

“The goal of this “Welcome Call” is to ensure that you understand the details of your solar financing agreement. “

Welcome Call page is the last page in the contract

6.) If the answer to this question is “YES”, proceed with the following script:

Great! Ok, the following questions will require an answer of either a yes or no to proceed to the next question…”

“Let’s go ahead and get started”

Note: You will then 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.

Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions - but do not lead them to a specific answer. However, if they don’t know where the contract ID # is, you can refer them to the upper right side of any page of their contract to find that number.

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. Instructions below

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

If an email address is incorrect - the call cannot be considered successful.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

7.) Once finished with all the questions, then close the call.

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

Rep should now complete all the steps to process the completed welcome call (skip to instructions below - add link)

2. Outbound Welcome Call Process

Contractors will email  Support@myeverbright.com with the necessary details required to complete a Welcome Call

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

  • Those details should include the following:

    • Project address

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

    • Homeowner’s Phone Number

    • Homeowner’s email

    • Homeowner’s availability for Welcome Call (4hr time window is preferable). Including time zone or time will be assumed as local based on home address.

  • You will process the ticket with the following fields:

    • Reporter: Installer/Contractor’s email

    • Request Type: Welcome Call

    • Labels: EB, Welcome Call

    • Support Channel: Email and Phone

  • You will reply to the installer’s initial message with a note like:

    • “Good (morning/afternoon), (name of Contractor/Sales Rep),

      We are confirming that we will conduct the Welcome Call between (4 hr time frame and time zone) this (morning/afternoon). Please ensure the homeowner has seen 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.

      Best,

       

Here’s how to conduct the outbound Welcome Call.

1.) While in http://engine.goeverbright.com , log in to EverBright LLC as EverBright Administrator

 

2.) Navigate to pipeline - in the search bar, enter the homeowner’s name, then open the job

 

3.) Once in the job, navigate to the Operations M1 Phase and select the Agreement and open the ‘Welcome Call Checklist’ to reference the contract package during the call. **Note, this option will only be available if the contract has been completed.

*Alternatively, the Welcome Call checklist can be accessed by navigating to the Contract phase and selecting ‘Preview’. **Once the document is open, the Welcome Call Checklist can be directly accessed by searching for the keyword ‘welcome call’

 

4.) Then start the welcome call by dialing the homeowner’s number using the following steps:

  • Open the Jabber Software and select the keypad option

 

 

 

  • Enter homeowner’s phone number into the keypad field of the Jabber Software and select the green phone button to start the call:

  • Once the homeowner answers, refer to the script below:

“Hello, good afternoon this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?..... How are you doing this (morning/afternoon)?  …. 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, please follow the instructions here to resend them their docusign email - from there, they can retrieve their contract from Docusign. This may take a few minutes.

If they say they have their contract, or have successfully retrieved it, then proceed:

Great! Ok, the following questions will require an answer of either a yes or no to proceed to the next question…”

Note: You will then 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.

Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions - but do not lead them to a specific answer. However, if they don’t know where the contract ID # is, you can refer them to the upper right side of any page of their contract to find that number.

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. Instructions below

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

If an email address is incorrect - the call cannot be considered successful.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

“Thank you, (Client Name). That concludes the Welcome Call. We will be reaching out to your (contractor/sales rep) to let them know that we completed this necessary step in the process of going solar. Have a great rest of your day”.

3. How to process welcome calls

Once complete with the call - Here’s how you process it

a. Passed/Successful Calls

Passed/Successful Welcome call process - i.e. homeowner answers all questions correctly

1.) Upload the “Welcome Call” audio file into the customer’s project in EverBright and Attest to the validity of the call. (obtained from MiaRec)

Once the “Welcome Call” audio file has been uploaded, the EverBright Support Representative will:

 

 

2.) Save the “Welcome Call” to teams within files at:

  • EverBright > installer channel > Welcome Call information and recordings.

  • The naming convention will be: First Name_Last Name> Date of Call (MM-DD-YYYY)>initials of support representative performing the call

3.) Open a new ticket in In Jira (if inbound welcome call) or the existing ticket (if outbound welcome call), with the following fields:

b. Failed/Unsuccessful Calls

If the Client fails the “Welcome Call”:

  • If the Client answers “NO” to a question that requires a yes to proceed, then they have failed the “Welcome call”

  • We will 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.

  • At this point, the EverBright Support Representative will leave a note within the Customer’s Project in EverBright. The note will read “The client failed the “Welcome Call” on (question#), please reach out to the client to review this question along with any additional questions they may have regarding their contract or the “Welcome Call” questions

  • Next, open a new or the existing ticket in In JIRA, with the following fields:

  • Reporter: Installer/Contractor’s email

  • Request Type: Welcome Call

  • Label: Welcome Call

  • Support Channel: Phone, Email

  • Write a note to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.

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 reply to this email.

4. Updating the homeowner’s phone number

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

  1. Note the correct phone number

  2. After completing the welcome call, navigate to the qualification phase and click the ‘Review name and Address Information’ tab

  3. Under the ‘Legal Names' section, click the edit button and edit the phone number :

  4. Then select the green checkmark to update the phone number:

5. Other updates (misspelled name, address, unit)

  • The Welcome call checklist does not update when an NCCO is generated. However, support will still complete the welcome call and upload it to the platform

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

  • Next, open a new or the existing ticket in JIRA with the following fields:

  • Reporter: Installer/Contractor’s email

  • Request Type: Welcome Call

  • Label: Welcome Call

  • Support Channel: Phone, Email

  • Write a note to the installer informing them that they need to complete a NCCO and update the homeowner’s information

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 reply to this email.

  • For RIC (EverOwn, EverOwn Plus) agreements, the installer will also need to complete a new RIC assignment form after the NCCO. The form is located inside the NCCO task

 

6. If an update to email address is needed

  • We will 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.

  • At this point, the EverBright Support Representative will leave a note within the Customer’s Project in EverBright. The note will read “The client failed the “Welcome Call” on due to the email being incorrect, please cancel the workflow, re-quote, and re-sign the contract.”

  • Next, open a new or the existing ticket in In JIRA, with the following fields:

  • Reporter: Installer/Contractor’s email

  • Request Type: Welcome Call

  • Label: Welcome Call

  • Support Channel: Phone, Email

  • Write a note to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.

Hello,

This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email being incorrect. Please cancel the workflow, re-quote, and re-sign the contract.”

Please contact us if you have any questions at 833-830-0475 or reply to this email.

 

7. Reference - MiaRec recording downloads

Reference: How to download calls from MiaRecMiaRec Live Recordingsarchived

How to create an inbound welcome call ticket in JIRAarchived

 

8. Outbound Welcome Call Voicemail and E-Mail Script

Use the following voicemail and e-mail script when an outbound Welcome Call is unanswered and the agent is prompted to leave a voicemail.

“Hi (customer name) this is (agent's 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!"  

 

9. 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. The agent will update the installer every couple of days with the attempts without contact.

If the homeowner does not answer on the 5th business day: E-mail the installer to advise the ticket will be closed if we do not complete the welcome call within 48 hours.

E-mail to installer: Hello (Installer name). We have not been able to speak with (homeowner name) to complete the required welcome call. Please contact the homeowner and advise to call us at 833.830.0475 to complete the call. We will close this ticket if we are not able to conduct the call with the homeowner within 48 hours. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You

10. If Outbound Welcome Calls falls outside of your shift

In the event that a requested time for outreach to a homeowner falls outside of your working hours, you can re-assign to another agent (later shift) to handle the call. If the agent is unsuccessful, they can re-assign to the original agent for follow-up the next day.

 

11. Installer Requests Welcome Call via Chat

 

  1. Chat agent obtains the contact phone number, homeowner’s name, and job address for the return call.

  2. The chat agent posts in the CS Support Slack thread using the “@channel” handle information from above and advises the sales representative is seeking a Welcome Call to be conducted now.

  3. An available phone agent or leader acknowledges receipt of the request.

  4. The chat agent will move the ticket created by Olark to the EBH (EverBright Homeowner) queue and assign it to the agent that acknowledged the request in Slack.

  5. The phone agent follows the Welcome Call SOP.

12. Archiving Welcome Calls

Successful Welcome Calls are to be uploaded in the Archived Welcome Calls shared folder upon completion. Use the following naming convention to save your recording [Homeowner Name MM-DD-YYYY].

13. Spanish Welcome Call Requests

Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations.

Scenario: Inbound or outbound call from/ homeowner that requests Welcome call in Spanish

 

Read the following script to the homeowner:

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: Follow Welcome call SOP

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

  1. Advise the homeowner that we are unable to continue with the process

  2. E-mail their sales representative/ or contractor from the contract:

 

“Hi (Sales Rep/ Installer name)”

 

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.

 Thanks,

Your name