Role Guide: Solar Live Transfer Agent
For Narqix VAs who qualify homeowners and hand them to a US consultant on the same call. After this page you will know how to run a clean warm transfer, what to do when no consultant is free, and how your work is measured.
Track: Solar · Role: Live Transfer Agent · Time to complete: 25 min
What you own
A live transfer is the most valuable lead in solar, because the homeowner is interested right now. Clients pay more for it, so they expect more from it. You own:
- The opening and qualification, exactly as a setter does it.
- Permission to connect. The homeowner agrees to speak with a consultant now.
- The warm handoff. You stay on the line, introduce the homeowner, summarize the key facts, and only leave once the consultant has taken over.
- The fallback. If no consultant is free, you book a firm appointment instead of losing the lead.
- The record. Disposition and notes before your next call.
Warm transfer, always. A warm transfer means you introduce the homeowner to the consultant on a three-way call. A cold transfer (pushing the call over without an introduction) wastes the homeowner's trust and the consultant's first two minutes. Narqix agents never cold transfer unless the client explicitly requires it.
Your daily rhythm
Your campaign sets your schedule. Live transfer only works when consultants are available, so your day follows their availability.
| Part of shift | What you do |
|---|---|
| Start | Check in. Confirm which consultants are live and their transfer line or queue. Confirm hold-time limits for today |
| Peak consultant hours | Fresh leads and inbound calls first. Transfer qualified homeowners |
| Low consultant availability | Switch to booking firm appointments into open slots |
| Between calls | Notes, dispositions, callbacks for dropped transfers |
| End | Report transfers attempted, transfers accepted, fallback bookings, drops. Send to the team channel |
KPIs that matter
| KPI | What it means | Starting benchmark |
|---|---|---|
| Speed to lead | Inquiry to first dial | Under 5 minutes |
| Qualified transfer rate | Transfers that met every client criterion | 90 percent or higher |
| Transfer acceptance | Transfers the consultant accepted and worked | Track per client |
| Drop rate | Homeowners lost during hold or handoff | As close to zero as possible |
| Fallback booking rate | Qualified homeowners booked when no consultant was free | Track and improve |
| Note completion | Transfers with a full note before the next call | 100 percent |
Clients often pay live transfer agents with a base plus a bonus per accepted transfer or per sit. Quality is the number that keeps the campaign alive.
How a warm transfer works
- Qualify fully. Ownership, bill, utility, roof, shade, decision makers, and any client-specific gates. Partial qualification is the top reason transfers are rejected.
- Ask permission. "One of our consultants is available right now. Would you like me to bring them on so they can look at your options with you?"
- Set expectations. Tell the homeowner you will place them on a short hold and that you will stay on the line.
- Reach the consultant first. Give a 15-second private summary if your phone system allows it.
- Bring everyone together. Introduce the homeowner by name and summarize the facts in front of them.
- Hand over. Wait until the consultant speaks and the homeowner responds, then say goodbye and leave the call.
- Record. Code LT, write the note, set a reminder to check the outcome.
The script is on the Live Transfer Handoff page in the Script Library.
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Lead sources, inbound line | Fresh and inbound leads | Consultant | Warm-transferred homeowner plus a full note |
| Team lead | Consultant availability, hold limits | Confirmer | Fallback appointments you booked |
| Consultant | Feedback on transfer quality | Lead manager | Leads not ready, with nurture codes |
Quality checklist
- Every qualification gate answered before you offer the transfer
- Homeowner agreed to speak with a consultant now
- All decision makers available now, or you booked a time when they are
- Hold time stayed inside the campaign limit, with a check-in on the homeowner
- Introduction said the homeowner's name, city, and the key facts in plain words
- You stayed until the consultant clearly took over
- LT or SET code and full note entered before your next call
Common mistakes
- Transferring to "save time" before qualifying. The consultant discovers the homeowner rents. The client stops trusting your transfers.
- Long silent holds. Check in with the homeowner every 30 seconds or so: "Thank you for waiting, I am still connecting you."
- A rushed or robotic introduction. Speak slowly. The consultant needs the facts, and the homeowner needs to hear that you listened.
- Dropping off too early. If the line fails at that moment, nobody owns the homeowner.
- No fallback. When the queue is busy, book a firm slot. Never just say "someone will call you".
Never do this:
Never tell the homeowner the consultant will give them "the price" or "the savings" on this call.
Never transfer without the homeowner's clear agreement.
Never keep a homeowner on hold past the campaign limit. Return, apologize, and book a firm time.
Escalation rules
- Consultant line unreachable for more than the campaign limit, more than once: tell the team lead right away.
- Homeowner becomes upset during hold: return to the line, apologize, offer a booked time or end politely.
- Consultant rejects a transfer you believe was qualified: log it and raise it with the team lead after the shift, not with the consultant during the call.
- Any compliance concern (consent unclear, stop request, recording objection): handle it first, transfer never.
Coach's note: Use the homeowner's own words in the introduction. "Janet told me her summer bills are what worry her most" lands far better than "customer has high bills". The consultant starts the conversation on the homeowner's real concern, and the homeowner hears that they were understood.
Check yourself
- What is the difference between a warm and a cold transfer?
- A consultant is not free and the hold limit is close. What do you do?
- List the facts you include in the introduction.
- Why do you stay on the line after the introduction?
- A homeowner says, "Will the consultant tell me how much I will save?" How do you answer without overpromising?
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