Brainforge Knowledge

2025-12-yvette_csr_operations

5 min read

Meeting Agenda: Yvette Ruiz - CSR Operations & Call Center Deep Dive

Date: TBD (Week 1)
Duration: 1.5 hours
Attendees: Yvette Ruiz, Uttam Kumaran (Brainforge)
Location: ABC Office or Virtual

Meeting Overview

This session focuses on understanding ABC’s call center operations, CSR processes, and the customer experience from first call to booking. With 80K+ calls per month, the call center is ABC’s primary conversion engine. We want to understand current processes, pain points, and opportunities for improvement - especially around AI-powered call analysis and coaching.

Meeting Objectives

  1. Understand CSR team structure, processes, and workflows
  2. Document call handling procedures and conversion tactics
  3. Explore current quality assurance and training approaches
  4. Understand Andi (chat AI) integration and usage
  5. Identify pain points and opportunities for AI-powered improvements
  6. Discuss call transcript analysis for attribution and coaching

Agenda (90 minutes)

Block 1: CSR Team Structure & Operations (20 min)

Team Overview:

  1. Walk me through your CSR team structure

    • How many CSRs total?
    • Full-time vs. part-time?
    • Shift coverage? (Hours of operation, after-hours handling)
    • Team leads/supervisors?
    • Reporting structure?

  2. Call volume and workload

    • 80K+ calls/month - how does that break down?
    • Peak times/days/seasons?
    • Average calls per CSR per day/shift?
    • Average handle time per call?
    • Call abandonment rates?

  3. Hiring and retention

    • Turnover rate in CSR team?
    • Hiring challenges?
    • What makes a great CSR at ABC?
    • Onboarding/ramp-up time?

Break (5 min)

Block 2: Call Handling Process & Scripts (25 min)

The Call Journey: 4. Walk me through a typical inbound call

  • Greeting and qualification
  • Service identification
  • Information gathering
  • Pricing discussion (do CSRs quote prices on calls?)
  • Scheduling/booking process
  • What system do CSRs use to book? (Evolve?)

  1. Call scripts and standardization

    • Do you use call scripts?
    • How standardized vs. flexible?
    • Different scripts by service?
    • Different approach for commercial vs. residential?

  2. “How did you hear about us?” attribution

    • Do you ask on every call?
    • When in the call flow?
    • How reliable are customer responses?
    • How is this data captured? (Dropdown? Free text?)
    • Do you see patterns in responses?

  3. Conversion tactics and cross-selling

    • How do CSRs identify bundle opportunities?
    • Are they trained to cross-sell other services?
    • What’s the approach to upselling?
    • Commission or incentive structure for CSRs?

  4. What causes calls NOT to convert?

    • Price objections?
    • Scheduling conflicts?
    • Service area limitations?
    • Competitor comparisons?
    • Customer hesitation?
    • Do you track “not converted” reasons?

Break (5 min)

Block 3: Quality Assurance & Training (20 min)

Current QA Process: 9. How do you currently ensure call quality?

  • Call monitoring/listening process?
  • How many calls reviewed per CSR per month?
  • Who does the reviewing? (You, team leads, external?)
  • What criteria do you evaluate?
  • Call scoring system?

  1. Call Source system usage

    • How do you use Call Source today?
    • Recording review process?
    • Do you use transcripts at all?
    • What reports do you pull from Call Source?
    • Limitations of current system?

  2. Training and coaching

    • How often do CSRs get trained/coached?
    • What does coaching look like?
    • How do you identify coaching opportunities?
    • New hire training program?
    • Ongoing skill development?

  3. CSR performance tracking

    • What metrics do you track by CSR?
    • Conversion rates by individual?
    • Call quality scores?
    • Customer satisfaction?
    • How do you recognize/reward top performers?

Break (5 min)

Block 4: Andi (Chat AI) Integration (15 min)

Current Andi Usage: 13. How is Andi integrated into your operations? - Where does Andi show up? (Website chat?) - What can Andi do vs. what escalates to CSRs? - Chat volume through Andi? - Chat-to-booking conversion rates?

  1. CSR and Andi interaction

    • Do CSRs handle Andi chats?
    • Handoff process from Andi to CSR?
    • CSR feedback on Andi?

  2. Andi performance

    • What’s working well with Andi?
    • What’s not working?
    • Customer feedback on chat experience?
    • Opportunities to expand Andi’s capabilities?

Break (5 min)

Block 5: AI Opportunities & Pain Points (15 min)

Call Transcript Analysis: 16. Opportunity: AI-powered call analysis - Challenge: “None of us can go listen to every call” - only small sample reviewed - Opportunity: AI can analyze 100% of call transcripts for: - True attribution (what really made them call today?) - Coaching opportunities for every CSR - Upsell opportunities mentioned but not captured - Service delivery issues flagged - Competitor mentions and objections - Question: What would be most valuable to you from automated call analysis?

  1. What are your biggest pain points?

    • Training/coaching at scale?
    • Attribution accuracy?
    • Identifying why calls don’t convert?
    • Spotting upsell opportunities?
    • CSR performance visibility?
    • Quality assurance coverage?

  2. What would make your job easier?

    • Better data/reporting?
    • Automated coaching insights?
    • Real-time guidance for CSRs?
    • Better integration between systems?

Wrap-up (5 min)

Block 6: Next Steps & Follow-Up

  1. Data access

    • Can we get access to Call Source recordings and transcripts?
    • Sample calls we should listen to? (best examples, challenging examples)
    • Current QA criteria/rubric to understand your evaluation standards?

  2. Pilot opportunity

    • Would you be open to piloting AI call analysis on a sample of calls?
    • What specific insights would make this valuable?
    • How could we best present findings back to you and the team?

Follow-Up Items

From Yvette:

  • Call Source access coordination (or intro to Call Source contact)
  • Sample of high-performing vs. struggling calls
  • Current call scripts and QA rubric
  • CSR performance metrics/reports (if available)
  • Andi usage statistics

From Brainforge:

  • AI call analysis proposal with specific use cases
  • Pilot project scope (sample size, timeline, deliverables)
  • Example insights from call transcript analysis (if we get sample data)

Key Questions to Answer

  • What’s the current CSR conversion rate (call to booking)?
  • How many calls are reviewed for QA per month vs. total volume?
  • What’s the #1 pain point in CSR operations?
  • How reliable is current attribution data from “how did you hear about us?”
  • What would make AI call analysis a “must have” vs. “nice to have”?
  • Is there appetite for piloting this quickly?

Prepared: December 3, 2025

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