Solar & Residential Energy
Solar BPO Services | Lead Qualification and Install Support
Solar sells on a promise that takes twenty-five years to keep, and the contact center is where that promise is either maintained or quietly broken. The industry's reputational problem is not really about panels — it is about the gap between a confident sales conversation and a homeowner who cannot get anyone to answer the phone eighteen months later when production drops or the monitoring app goes dark.
Global Empire Corporation supports solar installers, dealers and financing partners across lead qualification, install coordination and post-install service — including the long service tail most operators discover they have no plan for once the sales cycle moves on to the next quarter.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
The Sale Takes Weeks. The Obligation Lasts Twenty-Five Years
A residential solar sale is a long, appointment-driven cycle: an inquiry, a qualification call, a design consultation, a proposal, a financing decision, a permit, an install date, an inspection, and finally a utility interconnection that can add weeks nobody warned the homeowner about. Every one of those steps generates contact, and every gap between them generates more, because a customer who has committed to a five-figure purchase and heard nothing for three weeks will call to ask whether anything is happening.
Then the sale ends and the relationship does not. Production questions, monitoring alerts, inverter faults, roof work, warranty claims, panel cleaning, and the homeowner who is selling the house and needs the system transferred — these arrive for decades, from customers who have long since stopped being anyone's commission. Left unstaffed, that tail becomes the review score that decides whether the next quarter's leads convert.
- Leads qualified on roof, ownership, utility and credit basics before a consultant's time is committed
- Install pipeline contact handled through permitting and interconnection, when silence causes cancellations
- Post-install production and monitoring questions answered years after the sale closed
- Appointment setting and confirmation that reduces the no-show rate on in-home consultations
For solar installers, dealers, EPCs and financing partners
Solar Support Services We Deliver
Lead Qualification
Homeownership, roof age and shading, utility and rough consumption, and financing readiness established before an appointment is booked.
Appointment Setting & Confirmation
Consultations booked into consultants' calendars and confirmed ahead of time, because an in-home no-show is an expensive empty afternoon.
Install Pipeline Communication
Proactive updates through survey, permitting, install and inspection, so a customer never wonders whether they have been forgotten.
Interconnection & Utility Coordination
The step that surprises homeowners most, explained accurately and chased where your process allows.
Post-Install Service & Monitoring
Production questions, monitoring alerts and app problems handled as first-line support before a truck is dispatched.
Warranty & Claims Intake
Panel, inverter and workmanship claims captured with the detail your service team needs to triage without a second call.
System Transfer on Home Sale
Transfers and assumption paperwork when a customer sells, a predictable event most operators have no defined path for.
Financing & Billing Questions
Loan, lease and power purchase agreement questions routed correctly, with a hard line at anything constituting advice.
How a Solar Program Gets Built
The qualification criteria come first, because everything downstream is either helped or wrecked by the quality of what gets through them.
Define disqualification honestly
Agree what rules a lead out — renters, unsuitable or aged roofs, shading, utility territory, credit thresholds. A desk that passes everything through simply moves the wasted time to a consultant.
Draw the claims line
Agree exactly what agents may say about savings, production and incentives, and set the default to nothing. This is the single largest compliance exposure in the sector.
Map the pipeline stages
Identify the points where silence causes cancellations — usually permitting and interconnection — and staff proactive contact into them.
Build first-line service
Most production complaints are resolved without a truck. Define what agents check, and what genuinely warrants a dispatch.
Plan for the tail
Design the service desk for customers who bought years ago, because that population only ever grows.
Related services
Build a complete support program
Frequently asked questions
Will agents quote savings or system size?
No, and this is the firmest line on a solar program. Savings depend on consumption, rate schedule, roof geometry, shading, incentives and financing structure, and an approximate figure offered on a qualification call becomes what the customer believes they were promised. Agents establish facts and book the consultation where a qualified person models it properly. Every enforcement problem this industry has had traces back to someone quoting a number they were not equipped to stand behind.
Can agents discuss tax credits and incentives?
Only to the extent of directing customers to authoritative sources and to your own consultants. Federal, state and utility incentives change, they depend on the customer's own tax position, and an agent explaining what someone will receive is giving tax advice without the standing to give it. The safe and honest answer is that eligibility is individual and needs a proper conversation, which is also true. Confirm what your team may state with your own counsel.
How much of the post-install volume can be resolved without a site visit?
A substantial share, and this is where the economics of the desk usually work out. Many production complaints are seasonal expectations, an app login or connectivity problem, a tripped breaker, a monitoring gateway offline, or a customer comparing this January to last July. First-line agents working from your monitoring platform resolve those and dispatch the rest with proper diagnostic detail, which stops a truck roll for something a homeowner could have been talked through.
Our leads come from several sources and vary wildly in quality.
Then the desk should measure that as well as work it. Agents run the same qualification criteria across every source and record the outcome against the source, which after a few weeks tells you what each channel actually produces rather than what it promises. Operators are frequently surprised — the cheapest source is often the one consuming the most consultant time for the fewest installs, and that only becomes visible when qualification is consistent.
What about customers calling about a company that installed and then went under?
It happens constantly in this sector and it needs a decided answer before it arrives, not an improvised one. Whether you service another company's install, on what terms, and what an agent says to a homeowner with a failing system and no warranty holder — those are commercial decisions. Agents follow your position and say it plainly and kindly. What they never do is speculate about another company's obligations or imply a warranty you do not hold.
Can you set appointments as well as qualify?
Yes, and confirming them matters as much as booking them. An in-home consultation that no-shows costs a consultant a half day plus travel, and confirmation contact ahead of the appointment reliably reduces that. Agents book into consultants' real calendars with territory and travel accounted for, and where a customer is clearly not going to proceed, they say so rather than booking a visit to keep a number up.
Do you support commercial as well as residential?
The desk can, with the caveat that they are different sales. Commercial solar involves longer cycles, multiple decision-makers, different financing structures and technical questions residential agents are not equipped for. Where both are in scope, they are routed and scripted separately rather than handled by the same agents from the same script, because a facilities director asking about a rooftop array does not want a residential qualification questionnaire.
What does solar support cost?
It follows the shape of the program: lead volume and how many sources feed it, whether appointment setting is in scope, how much proactive pipeline contact you want through permitting and interconnection, the size of your installed base driving the service tail, whether first-line technical triage against your monitoring platform is included, and the hours covered. The service tail is the part most operators under-budget and the part that most affects their reviews. We quote per operator.
TESTIMONIALS
Our trusted clients
Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
Global Empire has provided essential call center services for over a decade, responding to medical and non-medical emergencies with accuracy and professionalism. Their commitment to quality and continuous learning is clearly reflected in the service they deliver.
I never realized how much overtime we were paying until we started using Global Empire. We were able to eliminate overtime completely while improving how calls are handled. Now our staff can focus on other important tasks that keep our customers happy.
I wasn’t using all the options Global Empire offered until one of their representatives noticed and reached out. Based on their recommendations, we made several changes that saved money and improved response time. Customers now comment on how efficiently our business runs.
We believe excellent customer service provides the sharpest competitive edge. Global Empire shares that same vision and works closely with us to deliver the best possible service quality. Their partnership supports our ongoing commitment to excellence.
The main reason we work with Global Empire is the ‘red carpet’ treatment. They have the best group of agents I’ve worked with in over 20 years, and they consistently maintain high standards for compliance and customer interactions. They lead by example.
Efficient, professional service with a personal touch. It’s rare to find a provider that consistently delivers both quality and responsiveness at this level.
Over the years I’ve been impressed with the professionally trained staff at Global Empire. Our customers are often anxious or angry, and their team consistently puts them at ease. In two decades, we have never had a customer complaint — which says everything.
As we expanded from Europe into North America, we knew customer service and technical support would be critical to success. We were impressed to learn Global Empire was handling support for a market leader. After working with them, it’s clear why — their service sets the standard.
One of our members struggled with registration and called our toll-free number. The Global Empire agent remained calm, extremely helpful, and professional throughout a long troubleshooting process. Because of that call, the customer remained loyal — and that is a huge asset.
Global Empire is over-delivering on SPH and sales targets. Their performance has helped us reduce acquisition costs significantly, and they have proven to be the missing link in our growth strategy.
I can’t believe we didn’t use Global Empire sooner. Since joining, our order accuracy improved, wait time is virtually gone, and customers receive their orders correctly and on time. This partnership has had a major impact on our national pizza business.
Because of their experience in the energy industry, Global Empire has become a valued marketing partner. Their call center solutions help us acquire customers, retain them, and provide quality service after the sale — 24 hours a day.
Our business relationship with Global Empire has been long and very satisfying. Their employees deserve full credit for the professionalism and consistency they bring to every interaction. I know firsthand how stressful frontline work can be, and their team delivers every time.
Global Empire has been an integral part of our business for years. Our customers expect to speak with someone who can assist immediately, and their team consistently delivers. They maintain professionalism, empathy, and flexibility, making it easy to work together.
With so much outsourcing in the answering services space, it was a relief to find a provider that is truly efficient. The pricing is excellent, onboarding was smooth, and our clients were far happier speaking to a live operator instead of voicemail.
We have partnered with Global Empire for over 15 years and they remain a crucial part of our 24/7 operations. They support multiple sites across states, and we couldn’t be happier with their service, reliability, and long-term consistency.
Field and site operations
Related industry programs
Neighbouring sectors that buy the same capability for a different operation.