Role Guide: Solar Appointment Setter
For Narqix VAs in the solar setter seat. After this page you will know exactly what you own, how a strong setter runs the day, which numbers you are measured on, and how to hand off appointments that actually sit.
Track: Solar · Role: Appointment Setter · Time to complete: 30 min
What you own
You own the first real conversation with the homeowner. Your job has four parts:
- Reach the lead fast and correctly. Right person, right time window, right consent status.
- Qualify honestly against your client's criteria (see the Qualification Standard).
- Book a firm appointment on the consultant's calendar, with every decision maker present.
- Document it so the confirmer and consultant can act without calling you.
You do not sell solar, quote prices, discuss taxes or incentives, or promise savings. You sell one thing: a no-obligation consultation that makes sense for this homeowner.
Your real product: a qualified, confirmed appointment that happens with all decision makers present. A booking that never sits costs the client money and costs you credibility.
Your daily rhythm
Your campaign sets your schedule and check-in method. This is the rhythm strong setters follow inside whatever shift they are given. See the Solar Shift SOP for the full version.
| Part of shift | What you do | Why |
|---|---|---|
| Start | Check in with your campaign's method. Open CRM, dialer, calendar, tracker and team channel. Test headset and backup internet. Read new notes from the team lead | A clean start prevents mid-shift scrambling |
| First block | Review today's and tomorrow's appointments. Make confirmation calls if you confirm your own sets | Protecting existing sets is worth more than new dials |
| Power blocks | New inbound leads first (speed to lead), then scheduled callbacks, then aged or nurture lists | Fresh leads go cold in minutes |
| Time-zone sweep | Work East Coast leads first, then Central, then Mountain and Pacific later in the shift | Homeowners answer most in the late afternoon and early evening, their local time |
| Last part of shift | Finish notes, set tomorrow's callbacks, send the end-of-shift report | The next person must be able to pick up your work |
KPIs that matter
These are Narqix starting benchmarks from industry data. Your client may set different targets by lead source. Always ask your team lead which numbers apply to your campaign.
| KPI | What it means | Starting benchmark |
|---|---|---|
| Speed to lead | Time from web inquiry to your first dial | Under 5 minutes |
| Dials per shift | Manual dials completed | 80 to 120 on manual dialing (much higher on auto dialers) |
| Contact rate | Conversations divided by leads worked | 35 to 55 percent on fresh leads, far lower on aged lists |
| Set rate | Appointments set divided by conversations | 25 to 40 percent on warm leads |
| Show rate | Sits divided by sets | 70 to 85 percent overall |
| Qualified sit rate | Sits that met all criteria, divided by all sits | 80 to 90 percent |
| Cancel plus no-show rate | Lost appointments divided by sets | Under 20 percent |
| Follow-up completion | Planned touches actually done | 100 percent |
| Weekly qualified sits | Sits per setter per week | A common target is 10 minimum, 12 target, 15 or more for strong weeks |
Show rate depends on the lead source
| Lead source | Typical show rate |
|---|---|
| Referral | 80 to 90 percent |
| Door-knock or self-generated | 75 to 85 percent |
| Inbound web or social media form | 60 to 75 percent |
| Purchased lead | 45 to 65 percent |
Coach's note: Top setters book fewer appointments than average setters and still win, because their appointments sit. If your set rate is high but your show rate is low, you are booking people who are not ready. Qualify harder, book closer in time, and get both decision makers on the calendar.
Tools you will use (generic)
- Dialer: places and logs calls, enforces calling windows and attempt limits.
- CRM: the lead record, custom fields, notes, dispositions and appointment details.
- Calendar: the consultant's availability. Book only into real open slots.
- Texting platform: registered business number for confirmations and follow-ups.
- Tracker: your daily numbers.
- Team channel: questions, escalations and the end-of-shift report.
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Lead sources, lead manager | New leads, callbacks, revived nurture leads | Confirmer | Every new set with a complete note |
| Team lead | Daily priorities, script updates, client feedback | Consultant (through CRM) | A note they can read in 60 seconds |
| QA reviewer | Scores and coaching points | Lead manager | Callbacks and nurture leads with reason codes |
| Confirmer | Rebook requests, consultant feedback | Team lead | Escalations, compliance questions |
The quality checklist for every set
Before you mark a lead as SET, every box must be true.
- Homeowner confirmed the home is in their name and they live there
- Property type matches client rules
- Utility name recorded exactly
- Average monthly bill recorded (year-round, not just one month) and meets the client minimum
- Roof age, material, orientation and shade recorded as reported
- HOA recorded (yes, no, not sure)
- Credit band recorded only if the client allows the question
- All decision makers named and attending, or homeowner confirmed they decide alone
- Appointment type (in-home or virtual), date, time and the homeowner's time zone recorded
- Appointment within the client's preferred window (often 48 to 72 hours)
- Homeowner agreed to a written confirmation and knows to have a recent electric bill ready
- Consent source and recording notice recorded in the CRM
- Note written in the standard format before the next dial
Common mistakes
- Booking a single decision maker when a spouse or co-owner is on the title. This is the top cause of failed sits.
- Booking too far out. An appointment six days away is far more likely to no-show than one two days away.
- Asking "When works for you?" Offer two specific times instead.
- Answering money questions. Even a "rough idea" of savings or price can become a complaint or a lawsuit.
- Writing notes later. Notes written at the end of the shift are thin and often wrong.
- Skipping the bill average. One high summer bill is not the average. Ask about summer and winter.
- Arguing with a "no". After two respectful attempts, thank them and exit.
- Calling outside the window because "they picked up last time at that hour". The dialer and the law decide, not habit.
Never do this:
Never mark a lead as SET if a required field is missing.
Never pressure a homeowner with fake deadlines.
Never keep talking after someone asks you to stop calling. Confirm, remove, disposition DNC, end the call.
Escalation rules
Escalate to your team lead in the team channel right away when:
- A homeowner says they never gave permission to be contacted and is upset or mentions a lawyer.
- A homeowner says they are already a customer with a problem (an install, billing or service issue). Do not try to solve it. Log it and route it.
- You are unsure if a lead is callable (consent unclear, DNC flag, wrong time zone).
- A homeowner seems confused, unwell or unable to understand the call. End politely and flag it.
- The calendar shows no real availability within the client's window.
- You hear a claim from a teammate that breaks the rules on the compliance page.
Coach's note: Listen to two of your own recordings every day. Note one thing to keep and one thing to fix. Setters who do this improve faster than setters who only get coached once a week.
Check yourself
- What four things does a setter own?
- Your set rate is 38 percent but your show rate is 52 percent. What is likely going wrong, and what two changes would you make?
- A homeowner's spouse is on the title but "never gets involved". What do you do before booking?
- List three situations you escalate immediately.
- Why do you work East Coast leads first in a Bangladesh evening shift?
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