Meeting Title: Brainforge x ABC Home and Commercial Date: 2025-02-28 Meeting participants: Uttam Kumaran, Janiecegarcia, Miguel De Veyra, Yvetteruiz, Scott_Harmon
WEBVTT
1 00:00:14.200 ⇒ 00:00:16.490 Uttam Kumaran: Hey? Everyone! Sorry for the delay.
2 00:00:18.570 ⇒ 00:00:19.809 JanieceGarcia: All good. Thank you.
3 00:00:19.810 ⇒ 00:00:24.039 YvetteRuiz: Have a a hard stop at 11, because I have a interview.
4 00:00:24.350 ⇒ 00:00:24.960 Uttam Kumaran: Okay.
5 00:00:28.100 ⇒ 00:00:29.140 YvetteRuiz: Hi Scott!
6 00:00:29.140 ⇒ 00:00:30.140 Miguel de Veyra: Hey, everyone.
7 00:00:32.780 ⇒ 00:00:37.189 YvetteRuiz: Steven will not be joining us. They have a big meeting in Austin, so
8 00:00:43.030 ⇒ 00:00:46.340 YvetteRuiz: good, we could clear it up.
9 00:00:48.650 ⇒ 00:01:01.140 Uttam Kumaran: Great. I think we could probably get started. I think, Miguel, if you want to run, and maybe we could just talk about accomplishments for this week. I also just saw emails come in from Tim. That maybe you can cover how that meeting went.
10 00:01:01.360 ⇒ 00:01:03.339 Uttam Kumaran: And then we can talk about
11 00:01:03.610 ⇒ 00:01:08.249 Uttam Kumaran: plan for next week. I think we made a lot of really great progress in the back end.
12 00:01:08.694 ⇒ 00:01:11.339 Uttam Kumaran: So yeah, I’ll just maybe hand it to you.
13 00:01:12.010 ⇒ 00:01:28.310 Miguel de Veyra: Yeah, okay, yeah. So for this week’s progress, we cleaned like a lot of the data. We discussed it. I think yesterday, with event engineers we created. We moved away from the you know, everything being on. Let me turn on my camera. Actually.
14 00:01:29.610 ⇒ 00:01:36.189 Miguel de Veyra: we’ve moved away from every from everything being on the Bible to a central Doc, where it’s a bit more organized now
15 00:01:36.780 ⇒ 00:01:48.750 Miguel de Veyra: and then. We also started filling up the golden data sheet. I believe it’s like almost all of it are complete. There’s some stuff to follow up. But yeah, it’s pretty much cleaned up on that end.
16 00:01:48.960 ⇒ 00:02:02.469 Miguel de Veyra: And then, as for deployment onto your Google chat. We, I just spoke to Tim earlier with Jana. And then we showed him basically on how to do it. I’ve already emailed him the code and the requirements and everything. So he should be working on it. Today
17 00:02:02.610 ⇒ 00:02:10.130 Miguel de Veyra: I’ll monitor my email if he, you know, needs any additional help or anything, but he seems to know everything pretty well.
18 00:02:11.460 ⇒ 00:02:14.309 Miguel de Veyra: So yeah, I think that is pretty much it.
19 00:02:14.930 ⇒ 00:02:21.890 Uttam Kumaran: Yeah, so it looks like we should have the agent available within the ABC environment.
20 00:02:23.780 ⇒ 00:02:40.650 Uttam Kumaran: Basically, it’s it looks like it’s available now. But we just need to tell him who to give access to, so I think I may. I may allow him to provision access to everybody in this crew that way, we can start testing it. We also have our own and eater email. So we’ll we’ll be able to test that as well.
21 00:02:41.036 ⇒ 00:03:03.163 Uttam Kumaran: And yeah, I think the main goal for next week is to start to think through how 2 things, one are the sort of metrics that we’re capturing so we talked a little bit about capturing just the amount of volume that’s being asked. The other thing that we want to start to look at is whether we can start to tag the conversations to actual
22 00:03:03.620 ⇒ 00:03:24.809 Uttam Kumaran: you know, improvements on the Csr conversion rate side. So that’s something that I think between me Miguel and maybe Yvette and Steven we can. We can chat about. I I think. It’s it’s maybe a little bit complicated. I’ll have to think about how we can make sure that a conversation that happens we can actually, it actually goes on to effect.
23 00:03:25.050 ⇒ 00:03:28.310 Uttam Kumaran: you know, like the the timing, or whether
24 00:03:28.790 ⇒ 00:03:38.999 Uttam Kumaran: a successful event happens with with a conversation. So that’s for the next phase of this project to sort of think like, what’s the best way to measure success and like a successful outcome?
25 00:03:39.571 ⇒ 00:03:59.820 Uttam Kumaran: So that’s 1 item, and then we’re we’re basically constantly improving the response times. And and so we’ve made a couple of headway that that’s going to be an ongoing process. As we deploy this and continue to improve it. However, I do feel like it’s the initial agent is in a really really good place in terms of retrieving the information.
26 00:04:03.360 ⇒ 00:04:10.670 Uttam Kumaran: the other item that we’re sort of moving and working on now that we have the data formatted is the updates.
27 00:04:11.147 ⇒ 00:04:28.312 Uttam Kumaran: I know we haven’t gone through like a cycle of making any updates at the moment. But I think, Miguel, that’s 1 thing I wanna start to get a timeline on is for the second agent which is helping this team update the documents.
28 00:04:29.400 ⇒ 00:04:31.049 Uttam Kumaran: so that’s coming up next.
29 00:04:34.040 ⇒ 00:04:43.879 YvetteRuiz: And on the updates of the documents. I’m sorry that’s updating anything that’s not up to date.
30 00:04:44.443 ⇒ 00:04:46.710 Uttam Kumaran: That we currently have in the system.
31 00:04:47.523 ⇒ 00:04:53.659 YvetteRuiz: And then, Miguel, is that some of the stuff like I know? I I was. I was working on some things that we
32 00:04:54.269 ⇒ 00:05:04.989 YvetteRuiz: we were pulling up. We were testing. That wasn’t quite accurate. We had to go back in there and change some of those things. Is that kind of is that is that, am I following that? Okay.
33 00:05:04.990 ⇒ 00:05:06.320 Uttam Kumaran: That that process.
34 00:05:06.920 ⇒ 00:05:15.809 YvetteRuiz: And Miguel, you stated that I’m okay to go through the Bible, that the the newest one that you shared with me and Update there, right is that
35 00:05:15.810 ⇒ 00:05:16.260 YvetteRuiz: that’s right.
36 00:05:16.260 ⇒ 00:05:23.019 YvetteRuiz: And then that would update automatically to give the the correct information. Once we start searching it and doing.
37 00:05:23.390 ⇒ 00:05:24.150 Miguel de Veyra: Yes, yep.
38 00:05:24.150 ⇒ 00:05:24.910 YvetteRuiz: Okay?
39 00:05:26.580 ⇒ 00:05:30.301 YvetteRuiz: And then, oh, okay, sorry. Yeah. Okay, just wanna make sure.
40 00:05:31.660 ⇒ 00:05:32.400 Uttam Kumaran: Go ahead! Scott!
41 00:05:33.840 ⇒ 00:05:36.450 Scott_Harmon: Hey, Tim, I just want to go back to the prior
42 00:05:36.790 ⇒ 00:05:42.020 Scott_Harmon: point you made. I think it’s a risk factor if we don’t know the success criteria. Now.
43 00:05:42.160 ⇒ 00:05:42.800 Uttam Kumaran: Yeah.
44 00:05:42.800 ⇒ 00:05:44.930 Scott_Harmon: Like I, I’m 1 of my
45 00:05:45.060 ⇒ 00:05:58.219 Scott_Harmon: kind of philosophical point of view is if you don’t have a really good definition of what success looks like you’re gonna fail right? And so what I don’t want to do is get to the end of this project and say, Well, event! Did you like it or not like
46 00:05:58.548 ⇒ 00:06:02.510 Scott_Harmon: you know, maybe she’s in a bad mood that day, or whatever, and it’s like I didn’t like it.
47 00:06:02.740 ⇒ 00:06:07.340 Scott_Harmon: you know. We I think we need to do a better job of writing down.
48 00:06:07.700 ⇒ 00:06:11.049 Scott_Harmon: The project will be, you know, these are the results we want to see.
49 00:06:11.863 ⇒ 00:06:14.780 Scott_Harmon: And I think we’re just being too vague about it.
50 00:06:15.260 ⇒ 00:06:20.360 Scott_Harmon: And so I’d like to highlight that as a must do thing for the coming week.
51 00:06:20.510 ⇒ 00:06:28.850 Scott_Harmon: I just don’t want to get to the end of this, and just go. Well, Denise, what you think, and not not that your opinions don’t matter. Don’t misunderstand me, but if
52 00:06:29.050 ⇒ 00:06:31.979 Scott_Harmon: if everybody’s using a different definition of success.
53 00:06:32.380 ⇒ 00:06:36.249 Scott_Harmon: it it’s just a good way for the project to get to get on track.
54 00:06:36.490 ⇒ 00:06:44.609 Scott_Harmon: So I I’d really like to see us. Just write it down and say, you know, project will be successful if the following metrics are true
55 00:06:45.093 ⇒ 00:06:49.350 Scott_Harmon: and start designing for those. So that’s my! That’s my speech.
56 00:06:49.350 ⇒ 00:07:14.250 Uttam Kumaran: That’s a really good point. Thank you. Yeah. I think, I think I’m gonna set up a call for Monday. And we have. We have written down a few ideas. I just want to get it very set, because the next phase of this is our goal is to ideally our arrangement will be, for, as the benefit happens, that we get paid based on that versus getting sort of moving in sort of this fixed fee moment. So I think
57 00:07:14.650 ⇒ 00:07:28.030 Uttam Kumaran: one, I’ll set out. I’ll send out the document that we have today, which is how we’re gonna do that that could be both on volume, but that can also be both on how this affects the actual call success. And so I’ll send out those options.
58 00:07:28.190 ⇒ 00:07:34.420 Uttam Kumaran: I think we should agree on what the core metrics are, and then our team can go and figure out
59 00:07:34.680 ⇒ 00:07:39.690 Uttam Kumaran: how feasible it is to make that you know that linkage between
60 00:07:40.114 ⇒ 00:08:06.239 Uttam Kumaran: you know. Really, honestly, what what we’re thinking about is as a call is happening between a Csr and a customer. If that gets logged somewhere, then our ability to just make sure that that conversation is linked to this call. And here was the outcome of the call. Right? And then that way we we’re able to measure the outcome there, even if that doesn’t happen immediately. For us to do that. Reconciliation is has how we want to align towards success.
61 00:08:06.240 ⇒ 00:08:06.590 Scott_Harmon: So.
62 00:08:06.590 ⇒ 00:08:07.080 YvetteRuiz: Yes.
63 00:08:07.080 ⇒ 00:08:09.690 Scott_Harmon: I’m gonna over like, be overly
64 00:08:09.940 ⇒ 00:08:12.649 Scott_Harmon: detail, just to give an example or try. And
65 00:08:12.870 ⇒ 00:08:18.089 Scott_Harmon: so the one I heard discussed earlier when we were talking. I don’t know if it was about, or Steven or Janice mentioned it.
66 00:08:18.200 ⇒ 00:08:23.510 Scott_Harmon: but a real painful thing, and ABC’s thing is the requirement to do a call back.
67 00:08:24.430 ⇒ 00:08:37.099 Scott_Harmon: and and I think those are. I think those are measured. If I’m not mistaken about like, you know, the number of calls that require. This is hard to say. I don’t know. I’m gonna have to call you back. If that’s a metric we know.
68 00:08:37.100 ⇒ 00:08:37.700 Uttam Kumaran: Yeah.
69 00:08:37.700 ⇒ 00:08:43.830 Scott_Harmon: That’s that. That is a really good candidate to say we want to see the callback percentage go down.
70 00:08:44.243 ⇒ 00:08:47.909 Scott_Harmon: Do you know what it is like I would love to know what it is today. Event like.
71 00:08:47.910 ⇒ 00:08:57.219 YvetteRuiz: Yeah, so those are the things that I have. So I had. Ht, so I already have those numbers. What they’re currently at. I have the what I had. The data team go in there.
72 00:08:57.220 ⇒ 00:09:22.160 YvetteRuiz: our system, our 8 by 8 system, because it doesn’t tag every open ticket. It’s not directly connected with evolve. That’s kind of one of the conversations we’re currently having. Because we want to be able to track a lot more of these things. So we had to go in there and do more of a deep dive. I was meeting with 8 by 8, and so we were able to find the tool to where it was kind of showing us. What were those repeated numbers, and how often that they come up. And we had like a
73 00:09:22.460 ⇒ 00:09:29.779 YvetteRuiz: it was, it was 50% was a lot of them that were repeated calls. Right? So we want to
74 00:09:30.090 ⇒ 00:09:42.740 YvetteRuiz: definitely bring that down. And I know that I shared some calls with you. I don’t know if you had a a chance to to look at, so those are some of the things I’ve been doing a deep dive on, because those are some of the stuff that.
75 00:09:43.210 ⇒ 00:09:48.539 YvetteRuiz: as I’m listening to some of that, we can shave that H.
76 00:09:48.860 ⇒ 00:09:51.570 YvetteRuiz: The ones that I sent you were like 30 min long.
77 00:09:51.570 ⇒ 00:09:52.380 Uttam Kumaran: Yes.
78 00:09:52.380 ⇒ 00:10:08.419 YvetteRuiz: Denise, I’m like, Oh, my goodness! And just kind of listening to some of those things we could definitely share those down. But then, also part of some of those phone calls are calls that were asked to be called back. And those again. That’s that’s a big key thing is avoiding those things, because, as I’m listening to those phone calls.
79 00:10:08.600 ⇒ 00:10:09.960 YvetteRuiz: I’m noticing that
80 00:10:10.610 ⇒ 00:10:19.260 YvetteRuiz: we’re not calling them back or the ball. The ball is getting dropped somewhere. But that’s the number that I I currently figured after pulling the data.
81 00:10:20.110 ⇒ 00:10:26.820 Scott_Harmon: So you just mentioned the second one. And again we saw I’m just trying to get something documented for next week.
82 00:10:26.820 ⇒ 00:10:27.389 Uttam Kumaran: Yeah, yeah, yeah.
83 00:10:27.390 ⇒ 00:10:30.009 Scott_Harmon: So so far, she’s mentioned average whole time
84 00:10:30.130 ⇒ 00:10:36.899 Scott_Harmon: and call back percentage. And I think I heard a vet say she’s gonna get the baseline for us.
85 00:10:37.030 ⇒ 00:10:39.919 Scott_Harmon: So if that, if if you could by next week.
86 00:10:40.180 ⇒ 00:10:44.520 Scott_Harmon: if that’s possible, say, okay, I found out what the baseline is, here’s where we’re starting
87 00:10:44.770 ⇒ 00:10:49.859 Scott_Harmon: on on. Maybe both of those. If you want to use both of them, those would be 2 really good call center metrics.
88 00:10:50.030 ⇒ 00:10:54.289 Scott_Harmon: And then Utah and Miguel, let’s just kind of figure out.
89 00:10:55.030 ⇒ 00:11:06.589 Scott_Harmon: Obviously, we want to do better. So anything better is good, right, you know, reducing whole time. And to me the big one is, call back time and just in call center. Once you have to call somebody back.
90 00:11:07.190 ⇒ 00:11:10.790 Scott_Harmon: Denise, you know this from your past life half the time. You never get them.
91 00:11:10.980 ⇒ 00:11:17.670 Scott_Harmon: you know they just, you know, and then you try twice, and I didn’t get them, and then you lost the sale, or it’s those are really bad.
92 00:11:18.390 ⇒ 00:11:22.879 Scott_Harmon: So just by personal experience, that would be my favorite if we could see
93 00:11:23.260 ⇒ 00:11:26.440 Scott_Harmon: you guys measure a reduction in in callback
94 00:11:26.630 ⇒ 00:11:36.240 Scott_Harmon: that I feel like we could go to the next phase and start talking about money. Hey, you guys, this thing is really saving us money, you know in our, in our material money. So.
95 00:11:36.240 ⇒ 00:12:05.599 YvetteRuiz: And then the csat, the csat one again. That’s the other one that we have been trying to work with our it department to get going. We finally move the ball on that the csat. So the customer survey the csat, the the customers doing the survey and giving us their feedback on. And we came up with those 3 bullet point questions is, you know, did we resolve the issue if we did it? How many? So once we start getting that data. We’re about to kick that off. So once we start getting that data, I think that’s also gonna be a valuable thing
96 00:12:05.600 ⇒ 00:12:10.489 YvetteRuiz: to look at get back as well to see. Okay, what are our customers telling us?
97 00:12:12.480 ⇒ 00:12:14.554 YvetteRuiz: Based off of that phone conversation?
98 00:12:19.110 ⇒ 00:12:21.379 Uttam Kumaran: Just taking notes. Okay, that makes sense.
99 00:12:21.380 ⇒ 00:12:28.169 YvetteRuiz: The what was I gonna ask to? So on the documents I know we talked about this
100 00:12:28.900 ⇒ 00:12:49.430 YvetteRuiz: last week. You and I also had some conversations so like the measurements on the documents that are in there. That are not providing or or we don’t have in there. We were gonna start tracking that as well right like. So if someone’s searching something and there’s nothing that’s populating for them, we’re gonna be able to track that right.
101 00:12:49.694 ⇒ 00:12:53.390 Uttam Kumaran: Yeah. So we already have that we. We have the responses that come out.
102 00:12:53.890 ⇒ 00:12:57.600 Uttam Kumaran: There’s no information. And our our
103 00:12:57.780 ⇒ 00:13:23.490 Uttam Kumaran: our process as we iterate it will be, I think. One thing that we can do is I’m sort of waiting until we get this, at least in your system. And then one thing that we can do is either on a weekly or monthly basis. Look through all of the responses that came back as there’s no answer. And then this team works to make sure that that’s in I even think that again. I I, for for the most part, now the test we’ve been running have all sort of been replying back, but as
104 00:13:23.490 ⇒ 00:13:32.200 Uttam Kumaran: this gets usage, one feedback loop, and one meeting, that we totally should do, at least on a monthly, if not sooner, is to look at all the responses that
105 00:13:32.270 ⇒ 00:13:35.990 Uttam Kumaran: don’t have a success, and then iterate and make sure that
106 00:13:36.120 ⇒ 00:13:46.970 Uttam Kumaran: why, why did it fail? And then is the not if it’s a knowledge thing. Right? Can I? Can I get into that document? So that’s something that I’m gonna note down as like a process for the future.
107 00:13:48.320 ⇒ 00:13:49.270 YvetteRuiz: Thank you.
108 00:13:49.560 ⇒ 00:14:18.699 YvetteRuiz: And then I know the other. The other piece was is what what happens if, again, going back to the update piece of it, and you and I had talked about it. I don’t. We don’t want the agent to become complacent, like, okay. Well, I already know the answer to that, and something happened like something got updated. But like yesterday, how do we push out to where, hey? We need to make sure that you check the the current document. Something has changed. Because I I don’t want them to get too comfortable thinking like, okay.
109 00:14:19.060 ⇒ 00:14:26.970 YvetteRuiz: the answer to that already. And maybe something changed. So how do we kind of push that out to make sure that they’re checking?
110 00:14:28.110 ⇒ 00:14:29.070 YvetteRuiz: Is that making.
111 00:14:29.484 ⇒ 00:14:39.840 Scott_Harmon: You’re saying there was a set of knowledge. The agent answer the question properly. Maybe, the assistant told us the answer, and with the document.
112 00:14:40.030 ⇒ 00:14:44.829 Scott_Harmon: Then something change, something’s get updated. You have a new policy, or Janice publishes a new
113 00:14:44.950 ⇒ 00:14:46.840 Scott_Harmon: whatever you call those things.
114 00:14:47.100 ⇒ 00:14:51.510 Scott_Harmon: You want to make sure that the Csr. Is aware
115 00:14:51.670 ⇒ 00:14:58.880 Scott_Harmon: that something in the knowledge set changed and doesn’t use the oh, I got that question answered 3 weeks ago. I’m not gonna ask.
116 00:14:59.190 ⇒ 00:15:01.910 Scott_Harmon: I I don’t know how we do. How would you do that?
117 00:15:01.910 ⇒ 00:15:03.609 Uttam Kumaran: Yeah, I I have. I’ve sort of 2.
118 00:15:03.610 ⇒ 00:15:05.589 Scott_Harmon: You have to monitor the call, don’t you.
119 00:15:05.590 ⇒ 00:15:12.550 Uttam Kumaran: Well, I think one is like, if we can understand a change log of the document, we could push
120 00:15:12.800 ⇒ 00:15:14.570 Uttam Kumaran: to the agents once a week.
121 00:15:15.590 ⇒ 00:15:16.360 Scott_Harmon: Good idea.
122 00:15:16.360 ⇒ 00:15:20.789 Uttam Kumaran: Here’s a like, here’s basically a digest of what’s changed.
123 00:15:20.790 ⇒ 00:15:22.840 Scott_Harmon: That’s the right. I do a digest. Yeah.
124 00:15:22.840 ⇒ 00:15:34.319 Uttam Kumaran: Yeah, maybe we start there. And then I think one thing that I think Miguel will talk about we we will. We do have the logs of everything. Right? So even when we go make updates, we are gonna have the logs on what’s changed.
125 00:15:34.440 ⇒ 00:15:41.169 Uttam Kumaran: But I think let’s talk a little bit about how the agent sort of can communicate back on a weekly basis like.
126 00:15:41.170 ⇒ 00:15:44.150 Scott_Harmon: You know, weekly digests are just so
127 00:15:44.640 ⇒ 00:15:48.550 Scott_Harmon: wildly effective at this sort of thing. I think we should
128 00:15:49.120 ⇒ 00:15:56.310 Scott_Harmon: put that somewhere in the in the project to produce a weekly, you know, to all the stakeholders, but particularly Csrs.
129 00:15:56.420 ⇒ 00:15:58.019 Scott_Harmon: Here’s new knowledge
130 00:15:58.370 ⇒ 00:16:03.830 Scott_Harmon: here, you know. Here’s what’s new here. This, you know. These are the top 20 questions asked last week, like.
131 00:16:04.360 ⇒ 00:16:09.300 Scott_Harmon: tho those things really, Csrs tend to really appreciate those.
132 00:16:09.660 ⇒ 00:16:11.620 YvetteRuiz: Absolutely, absolutely.
133 00:16:11.620 ⇒ 00:16:21.270 Scott_Harmon: Yeah, they gotta be. It’s gotta be a page or less. But you know, if they get a money. Hey? Here’s the weekly digest of what the agent learned or or did last week. That’s a real good idea.
134 00:16:21.750 ⇒ 00:16:24.530 YvetteRuiz: That’s a big that’s a big.
135 00:16:25.060 ⇒ 00:16:41.629 YvetteRuiz: that’s a big win towards. I mean, one of the biggest reason was we why we ended up here, right is communication. And the small bit that’s that’s the whole piece of where, when we’re able to give them those updates, and we’re communicating with them on a regular basis. That’s a big win for us. So
136 00:16:41.880 ⇒ 00:16:42.989 YvetteRuiz: it’s kind of why I was.
137 00:16:43.220 ⇒ 00:16:45.010 YvetteRuiz: So. I like that.
138 00:16:45.010 ⇒ 00:16:45.620 Uttam Kumaran: Okay.
139 00:16:47.490 ⇒ 00:16:51.334 Uttam Kumaran: So next week I want to spend more time on this updating side.
140 00:16:52.030 ⇒ 00:16:59.919 Uttam Kumaran: and then, yeah, I I honestly think, I think hopefully. I think probably by Tuesday we’ll have a good sense of the metrics, and like what our
141 00:17:00.030 ⇒ 00:17:09.480 Uttam Kumaran: path forward there is. I noted down some questions. I think we’ll come back to the team with the proposal there and then I think we should start to see if there’s someone
142 00:17:09.970 ⇒ 00:17:19.080 Uttam Kumaran: friendly on on the Crs team that may want to start testing this out. I think I think there’s 2 pieces to that one I’m happy to.
143 00:17:19.240 ⇒ 00:17:32.440 Uttam Kumaran: I’m happy to sit and help sort of walk them through. How to use it. What type of questions they can ask? That’ll give us a little bit of a sense of like, what is the training like? What? What do we need to put in terms of like training documents just for that?
144 00:17:33.145 ⇒ 00:17:40.570 Uttam Kumaran: But it would be great to sort of see data come in. You know, and start for us team to get feedback and and see active usage.
145 00:17:41.350 ⇒ 00:17:56.139 YvetteRuiz: Yeah, no, I mean, I’m ready. I already kind of already been prepping everybody, you know. So I everyone’s really excited of what we’re working on. I let them know that the next phase is we’re gonna start. Once we get the chat updated, we’re gonna start testing it. So just let me know when we’re ready. I mean.
146 00:17:56.140 ⇒ 00:18:00.309 Uttam Kumaran: Is there like? Is there like one or 2 people that you think would be good
147 00:18:00.510 ⇒ 00:18:11.330 Uttam Kumaran: like partners in this to just test? And I mean, we basically would do like what typically call a user research. I would I would sort of go have them log in talk to the bot sort of watch
148 00:18:11.870 ⇒ 00:18:17.560 Uttam Kumaran: questions about how they’re using it. And then, ideally, we start to get a lot more data daily that.
149 00:18:17.980 ⇒ 00:18:21.330 Uttam Kumaran: This group can quickly see the remaining holes.
150 00:18:21.730 ⇒ 00:18:26.770 Uttam Kumaran: That’s gonna move a lot, I mean. But again, it’s I, wanna make sure we do with 2 people that are.
151 00:18:27.290 ⇒ 00:18:33.220 Uttam Kumaran: Even if this doesn’t 100 work at the moment, they they don’t like lose customers. It’s not like a huge risk.
152 00:18:33.790 ⇒ 00:18:34.050 YvetteRuiz: Yeah.
153 00:18:34.050 ⇒ 00:18:38.049 Uttam Kumaran: If one or 2 of those people come to mind that would be amazing to set up next week.
154 00:18:39.220 ⇒ 00:18:44.660 YvetteRuiz: Okay, do. Okay? Yeah. I mean, I I can already. I mean, if you want me to give you the names. However, we want to set it up. I’ll give
155 00:18:45.010 ⇒ 00:18:45.380 YvetteRuiz: Payer.
156 00:18:45.749 ⇒ 00:18:50.180 Uttam Kumaran: Follow up after this, and I’ll I’ll we can get that going.
157 00:18:50.360 ⇒ 00:18:51.390 YvetteRuiz: Yep. Yep.
158 00:18:52.030 ⇒ 00:18:53.615 Scott_Harmon: Do you have a list of
159 00:18:54.490 ⇒ 00:18:59.370 Scott_Harmon: Do you keep a list of action items that we agree to on these calls? And is that
160 00:19:00.180 ⇒ 00:19:01.850 Scott_Harmon: somewhere where it shared, that.
161 00:19:03.900 ⇒ 00:19:04.470 YvetteRuiz: I’m.
162 00:19:04.640 ⇒ 00:19:08.079 Uttam Kumaran: Yeah, I do on my side. And then I sort of.
163 00:19:08.342 ⇒ 00:19:15.680 Scott_Harmon: It so that we have it in a. Because some of these things are on the ABC side somewhere on our side, that we just have a shared.
164 00:19:16.070 ⇒ 00:19:18.850 Scott_Harmon: you know, cause we we talk about things.
165 00:19:19.320 ⇒ 00:19:22.240 Scott_Harmon: you know, and I just wanna make sure we get them on a checklist. So we can
166 00:19:22.720 ⇒ 00:19:24.300 Scott_Harmon: do more than talk about.
167 00:19:24.300 ⇒ 00:19:26.560 YvetteRuiz: Yeah, sure. No, no, no. I get it.
168 00:19:26.560 ⇒ 00:19:27.009 YvetteRuiz: Okay. Cool.
169 00:19:27.010 ⇒ 00:19:33.539 YvetteRuiz: What other phone calls? Have you started analyzing any of the phone calls or listening into any of the phone calls.
170 00:19:33.540 ⇒ 00:19:48.939 Uttam Kumaran: Some of the team did. We haven’t we haven’t leveraged them to like, do speech attacks and move them into anything yet. But I think there. Well, the team has already been listening to some of them, and it’s like extremely helpful to have that
171 00:19:49.519 ⇒ 00:19:54.190 Uttam Kumaran: so we’re gonna we’re gonna run them through analysis and basically start to
172 00:19:54.300 ⇒ 00:20:06.459 Uttam Kumaran: piece them out and compare it to our existing email set and then also use it to compare to our existing full document to say, are there questions that were asked that that would have
173 00:20:06.940 ⇒ 00:20:11.951 Uttam Kumaran: would have responded with, I don’t know. Right, and that way we can continue to beef that up.
174 00:20:13.810 ⇒ 00:20:14.580 YvetteRuiz: Okay.
175 00:20:16.150 ⇒ 00:20:42.110 YvetteRuiz: I think the test piece of it is is really, I really want to test it with our overflow agents. And what I mean by our overflow agents are agents that like right now, we’re focusing on pests. But they’re let’s say I have a group of them that are our primary lawn Csrs. But they have the skill set to cover for Pest. They have the tendencies to ask a lot more questions. It’s really gonna help us. Really deep. Do deep dives in there. That’s why some of the phone calls that I shared were from those agents.
176 00:20:43.350 ⇒ 00:21:06.262 YvetteRuiz: because that’s where you know that this is where I feel like there’s gonna be a big game changer is when we get to our biggest goal is career progression. And having our agents, knowledge knowledgeable in all our lines of business. So when they’re able to get those answers that they struggle with, or those calls go longer. So that’s probably where I’m gonna start off with some of those agents doing the testing
177 00:21:07.480 ⇒ 00:21:12.360 Scott_Harmon: Hey? That 1 1 kind of sidelight question over your left shoulder
178 00:21:12.590 ⇒ 00:21:15.779 Scott_Harmon: on the wall, one of those 4 things on the wall.
179 00:21:16.480 ⇒ 00:21:17.930 Uttam Kumaran: Oh, yeah. Success.
180 00:21:18.960 ⇒ 00:21:19.670 YvetteRuiz: Execution.
181 00:21:19.670 ⇒ 00:21:21.949 Scott_Harmon: Just yeah, no, are they core values.
182 00:21:21.950 ⇒ 00:21:26.350 YvetteRuiz: Oh, no, the core values are out there. But I have core. I have the list of our core values.
183 00:21:26.570 ⇒ 00:21:30.490 Scott_Harmon: Would you? Would you send those to us? Because, as I said before, you could.
184 00:21:30.710 ⇒ 00:21:34.339 YvetteRuiz: Yeah, you could just feed the core values to the agent, and it will.
185 00:21:34.570 ⇒ 00:21:38.209 Scott_Harmon: It will use the values in how it responds.
186 00:21:38.380 ⇒ 00:21:41.999 Scott_Harmon: like even the way it phrases things or the way it asks a follow up question.
187 00:21:42.713 ⇒ 00:21:45.999 Scott_Harmon: it’s just you can like, just drop it in there and say.
188 00:21:46.480 ⇒ 00:21:49.500 Scott_Harmon: you know, use use these values when you
189 00:21:49.960 ⇒ 00:21:55.080 Scott_Harmon: when you respond, it’ll just change the way it interacts. So I think that’s
190 00:21:55.400 ⇒ 00:21:58.480 Scott_Harmon: we can get this. We’ll just wrap it in. We’ll send those to.
191 00:21:59.320 ⇒ 00:22:01.680 YvetteRuiz: Career, company.
192 00:22:14.190 ⇒ 00:22:15.609 Uttam Kumaran: Do you want me to?
193 00:22:15.910 ⇒ 00:22:19.349 Uttam Kumaran: You could send them now, or can with that, too? Yeah.
194 00:22:24.020 ⇒ 00:22:25.819 YvetteRuiz: I’ll send it in an email.
195 00:22:28.750 ⇒ 00:22:31.110 YvetteRuiz: Oh, my thing is oh, oh, yeah.
196 00:22:44.850 ⇒ 00:22:55.619 Uttam Kumaran: Okay, great. So, yeah, I have. I have a couple of notes. So one is to yeah, get the core value. Second is to message about the meetings with the 2 Csrs to do test onboarding.
197 00:22:56.046 ⇒ 00:23:16.349 Uttam Kumaran: The 3rd item is by Tuesday. I think I want to get this crew back together to agree on what the proposal for phase 2 is gonna be I’m gonna follow up with if we can get some baseline metrics for pest, but ideally, even for for other divisions on Ht. Callback rate the csat.
198 00:23:16.520 ⇒ 00:23:19.300 Uttam Kumaran: and then also anything related to upsells
199 00:23:19.878 ⇒ 00:23:33.609 Uttam Kumaran: or like cross selling services. I don’t know if that’s measured, but if that is, then that would be great to know. We’ll take that, and then sort of work on a proposal for where we think we can affect and and how to measure that
200 00:23:35.130 ⇒ 00:23:39.190 YvetteRuiz: I’m I’m sorry. I’m sorry. The cross selling piece again. Say that.
201 00:23:39.190 ⇒ 00:23:45.079 YvetteRuiz: Yeah. So initially, you know, in our initial meeting we talked about the opportunity also for this agent to help.
202 00:23:45.556 ⇒ 00:23:48.120 Uttam Kumaran: The Csr agents sell additional services or.
203 00:23:48.120 ⇒ 00:23:49.910 YvetteRuiz: Oh, the oh, by the way, piece of it! Yes.
204 00:23:49.910 ⇒ 00:23:57.560 Uttam Kumaran: Yes. Okay. Oh, by the way, yeah, so is that, is that currently measured at the moment? Or do you have a sense of okay?
205 00:23:57.800 ⇒ 00:23:58.420 YvetteRuiz: Yeah.
206 00:23:58.740 ⇒ 00:23:59.550 Uttam Kumaran: Okay. Great.
207 00:24:00.070 ⇒ 00:24:01.530 YvetteRuiz: It is currently measured right now.
208 00:24:01.530 ⇒ 00:24:12.221 Uttam Kumaran: We’ll sort of ask for those 4. Yeah. So the HD call back, rate the csat and the oh, by the ways and understand what the current rates are.
209 00:24:13.170 ⇒ 00:24:14.730 Uttam Kumaran: I think this very much
210 00:24:14.730 ⇒ 00:24:41.240 Uttam Kumaran: in the meeting. By Tuesday I think we’ll start to put dollar values towards what is reducing or increasing either one of those looks like, and that’ll help us put together a proposal for the next phase, and then all next week, I think, on the actual agent side. We’re gonna continue to work on the response times. And we wanna work on this update process. How you guys can actually go improve the speed at which you can update the knowledge.
211 00:24:41.742 ⇒ 00:24:45.269 Uttam Kumaran: And that that is a second agent that that we’re working on as well.
212 00:24:45.776 ⇒ 00:24:54.290 Uttam Kumaran: We talked about the the digest. We talked about running analysis on the existing sort of files on the calls.
213 00:24:56.290 ⇒ 00:24:57.850 Uttam Kumaran: Think that covers
214 00:24:58.560 ⇒ 00:25:02.349 Uttam Kumaran: everything. So I’ll send out a few emails right after this, and I’ll send these notes to the project
215 00:25:02.760 ⇒ 00:25:04.050 Uttam Kumaran: thread as well.
216 00:25:04.870 ⇒ 00:25:12.200 YvetteRuiz: Okay. And I was. Gonna I was gonna ask something on the line. The oh, by the way, Janice, I I don’t. I don’t think that
217 00:25:12.320 ⇒ 00:25:16.840 YvetteRuiz: I don’t even. I don’t think that’s in the documents, because it’s not even a folder, an owned
218 00:25:16.990 ⇒ 00:25:29.919 YvetteRuiz: document of ours. So I wanna make sure that we have that information in there. That was one of the things that we were I was asking you about is, where is that? I, when I was testing some stuff I mean. Nothing came up for me.
219 00:25:30.520 ⇒ 00:25:38.119 JanieceGarcia: It’s an off. It’s often. Oh, by the way, folder is what gets updated.
220 00:25:38.590 ⇒ 00:25:40.739 YvetteRuiz: Right, but I didn’t think Miguel had that, because I.
221 00:25:40.740 ⇒ 00:25:41.240 Uttam Kumaran: Let me know!
222 00:25:41.240 ⇒ 00:25:46.690 YvetteRuiz: What he had shared with me, and we were when I was going through everything we got shared with me. I didn’t find that.
223 00:25:48.310 ⇒ 00:25:53.330 JanieceGarcia: I’m gonna share the power offer folder as well.
224 00:25:54.030 ⇒ 00:25:56.449 YvetteRuiz: But does it matter? The owner? Because I mean, that’s
225 00:25:57.020 ⇒ 00:25:59.229 YvetteRuiz: nothing to do with us. So okay.
226 00:25:59.230 ⇒ 00:26:04.469 JanieceGarcia: It doesn’t. She actually has it open to where anybody with a go anteater email can access.
227 00:26:05.420 ⇒ 00:26:11.739 Scott_Harmon: So what are the rules for Csrs when you train them, Janice about, when to use the Oh, by the way.
228 00:26:12.890 ⇒ 00:26:24.989 Scott_Harmon: do you just train them, and then they’re just supposed to remember that like are there settings where you say now it’s a pro like you’re not supposed to cross that when the customers mad like there’s rules for times to.
229 00:26:24.990 ⇒ 00:26:26.779 JanieceGarcia: Right right? It would be.
230 00:26:26.780 ⇒ 00:26:29.650 Scott_Harmon: So how do the Csr’s use that.
231 00:26:30.140 ⇒ 00:26:49.500 JanieceGarcia: We talk in regards to, or we train in regards to the silence to help with, you know, silence areas in the call, or even once you’re pulling up schedules and you get them all set. Okay, great. I do. Have you set Scott for your next pest control service on.
232 00:26:49.500 ⇒ 00:26:49.900 Scott_Harmon: The.
233 00:26:49.900 ⇒ 00:26:57.109 JanieceGarcia: You know. But I did want to mention that we have some offers going on right now. Would you be interested in a tree trimming service.
234 00:26:57.240 ⇒ 00:26:57.670 Uttam Kumaran: Yeah.
235 00:26:57.967 ⇒ 00:27:07.199 JanieceGarcia: So kind of making it more of just a conversation, and not necessarily to where it has to be at any specific time, just that it needs to get in there.
236 00:27:08.060 ⇒ 00:27:08.390 YvetteRuiz: Jenny.
237 00:27:08.390 ⇒ 00:27:09.330 Scott_Harmon: Super helpful.
238 00:27:09.740 ⇒ 00:27:37.240 YvetteRuiz: If if we wanted to, because this is where and and this is, I’ll ask y’all’s opinion, because this is something that I’ve been wanting to do for the longest time. And one thing that I’ve been working with 8 by 8, right? Because we’ve talked about a assistance with 8 by 8. But if I’m a Csr. Who struggles with offering oh, by the way, how could we help like it? Could there be any prompts? Could we search? You know what I mean like. Let’s say, for instance, Scott, you called me, and you said you had rodents right well. I know that trees
239 00:27:37.240 ⇒ 00:27:47.690 YvetteRuiz: our critical piece, because, you know, if they’re overhanging there. So maybe because we have an Oh, by the way, we do tree services, it prompts me, or how I mean is that something that we can work.
240 00:27:47.690 ⇒ 00:27:48.020 Scott_Harmon: It is.
241 00:27:48.020 ⇒ 00:27:48.380 YvetteRuiz: Doesn’t.
242 00:27:48.800 ⇒ 00:27:57.389 Scott_Harmon: Have to see how the documents are written. If the if the Oh, by the way, things are written
243 00:27:57.610 ⇒ 00:28:06.910 Scott_Harmon: to say this, this is helpful in the following circumstances. You know that the client has the following kinds of trees, or the client has
244 00:28:07.120 ⇒ 00:28:14.360 Scott_Harmon: this service, but not that service. Then the agent can automatically recognize that and go. Oh, you know you.
245 00:28:14.900 ⇒ 00:28:18.300 Scott_Harmon: you know. Oh, by the way, you should mention this right?
246 00:28:19.120 ⇒ 00:28:24.300 Scott_Harmon: I suppose. And again, this topic for Miguel, and who, Tom, you could have it figure out over time like
247 00:28:24.810 ⇒ 00:28:27.020 Scott_Harmon: like, where is it appropriate to
248 00:28:27.310 ⇒ 00:28:33.650 Scott_Harmon: to do the oh, by the way, I just don’t know if any of that guidance is in the document. If not, I think we’d have to.
249 00:28:34.930 ⇒ 00:28:40.260 Scott_Harmon: Probably in the in the other bot. You might have to go interview somebody and go.
250 00:28:40.680 ⇒ 00:28:47.169 Scott_Harmon: When is this most appropriate right that the agent just needs some context knowledge about when to click.
251 00:28:47.500 ⇒ 00:28:51.190 Scott_Harmon: And if we can’t get that from the doc. We’re gonna have to have it.
252 00:28:51.740 ⇒ 00:28:53.180 Scott_Harmon: Ask somebody.
253 00:28:54.540 ⇒ 00:28:55.250 Uttam Kumaran: Yeah.
254 00:28:58.890 ⇒ 00:29:02.250 YvetteRuiz: Well, thank thank you for that, Scott. I would just. That’s 1 thing that
255 00:29:02.460 ⇒ 00:29:18.949 YvetteRuiz: I I feel like would be a a great value is when there, it’s something can just kind of man. Okay, this is my perfect opportunity to go in there. They’re calling for this. I can go in there, and I could suggest that. Or it’s it’s freezing. I mean, it’s cold, right? It’s that time of the year. Get your tune up, done, or.
256 00:29:18.950 ⇒ 00:29:19.360 Scott_Harmon: Right.
257 00:29:19.360 ⇒ 00:29:20.110 YvetteRuiz: Tweeted.
258 00:29:20.110 ⇒ 00:29:23.040 Scott_Harmon: There’s a set of. There’s a set of queues
259 00:29:23.390 ⇒ 00:29:26.799 Scott_Harmon: about time of day type of client, what they have.
260 00:29:27.254 ⇒ 00:29:37.420 Scott_Harmon: You know what the offerings are at that particular time of year, like there’s all these things that would allow the agent to go. This is the perfect time, you know what type of call it is.
261 00:29:37.710 ⇒ 00:29:40.089 Scott_Harmon: you know. Where are you at? In the.
262 00:29:40.260 ⇒ 00:29:46.639 Scott_Harmon: you know, in the flow to say, this is very likely to be successful. Right? That’s what
263 00:29:47.200 ⇒ 00:29:51.010 Scott_Harmon: that’s what the agent can figure out. We just have to figure out how to get at that context through time.
264 00:29:51.010 ⇒ 00:30:01.039 YvetteRuiz: Yeah, right now, we’re compost season. We’re compost season. And that’s like, yeah, like, it’s that time of the year. We want to get the compost down, you know, and and just something that pops up. It’s
265 00:30:01.350 ⇒ 00:30:02.229 YvetteRuiz: yeah. I did.
266 00:30:02.230 ⇒ 00:30:04.005 Scott_Harmon: So let’s let’s start
267 00:30:04.830 ⇒ 00:30:08.979 Scott_Harmon: Miguel. When you take a look at those it sounds like they’re going to share those new docs with you.
268 00:30:09.340 ⇒ 00:30:12.880 Scott_Harmon: would. You just kind of figure out in those docs, if there’s any
269 00:30:14.060 ⇒ 00:30:16.769 Scott_Harmon: any of that kind of information about where.
270 00:30:18.760 ⇒ 00:30:19.950 Miguel de Veyra: Okay, yeah.
271 00:30:20.800 ⇒ 00:30:22.090 Miguel de Veyra: I think Scott’s here.
272 00:30:27.460 ⇒ 00:30:30.229 Scott_Harmon: Where? Kind of when the fun.
273 00:30:32.440 ⇒ 00:30:33.500 YvetteRuiz: Scott, froze.
274 00:30:36.370 ⇒ 00:30:40.580 Miguel de Veyra: But yeah, I get with Scotland. I saw it, though I’m reviewing it now.
275 00:30:42.200 ⇒ 00:30:45.299 Uttam Kumaran: Okay. So I’ll also, I just added that to notes as well.
276 00:30:46.260 ⇒ 00:30:47.010 Uttam Kumaran: Okay.
277 00:30:50.500 ⇒ 00:30:56.380 Uttam Kumaran: cool. Any other items. I will send out these notes right after this.
278 00:30:56.660 ⇒ 00:31:06.720 Uttam Kumaran: And then, yeah, I’ll send a note also, just to get connected to the 2 Csrs, and we can probably hopefully get it, identify them. And then I can hand those to Tim to make sure that they get access to it.
279 00:31:07.195 ⇒ 00:31:07.540 Uttam Kumaran: Today.
280 00:31:08.410 ⇒ 00:31:13.630 YvetteRuiz: Yep, yep, no problems. Sorry. I just I wanted at the oh, by the way, piece, because if we’re gonna measure that.
281 00:31:13.630 ⇒ 00:31:13.980 Uttam Kumaran: Yeah.
282 00:31:13.980 ⇒ 00:31:21.119 YvetteRuiz: I think that that’s perfect. That’ll be a game changer if there’s something I mean, because I feel like with that that’ll drive.
283 00:31:21.620 ⇒ 00:31:24.210 YvetteRuiz: I mean we? We’ve done a good job
284 00:31:24.370 ⇒ 00:31:31.710 YvetteRuiz: coaching and implementing it, but we know that this true struggles are is, what do I offer? When do I offer it?
285 00:31:33.320 ⇒ 00:31:38.710 Miguel de Veyra: Okay. Okay, cool.
286 00:31:38.710 ⇒ 00:31:39.659 Miguel de Veyra: Prioritize this.
287 00:31:39.660 ⇒ 00:31:41.870 Uttam Kumaran: Yeah, Miguel or Scott anything else?
288 00:31:42.040 ⇒ 00:31:43.720 Uttam Kumaran: Or I think Scott may have dropped.
289 00:31:44.411 ⇒ 00:31:46.419 Miguel de Veyra: I guess, Miguel. Anything else?
290 00:31:48.090 ⇒ 00:31:51.699 Miguel de Veyra: Oh, no, I think, for now it’s pretty clear.
291 00:31:51.700 ⇒ 00:31:52.360 Uttam Kumaran: Okay.
292 00:31:52.510 ⇒ 00:31:55.979 Miguel de Veyra: On my end, though, by the way, is very interesting.
293 00:31:58.960 ⇒ 00:32:04.036 YvetteRuiz: There you go. We’ll quiz you next time, Miguel, and say, Okay, give us a no. By the way, offer.
294 00:32:04.290 ⇒ 00:32:04.680 Miguel de Veyra: Yeah.
295 00:32:04.680 ⇒ 00:32:07.234 Uttam Kumaran: You’ll just use the agent. You’ll just use the bot.
296 00:32:07.490 ⇒ 00:32:12.290 YvetteRuiz: Yeah, that’d be a good testing for them.
297 00:32:12.290 ⇒ 00:32:12.770 Uttam Kumaran: Yeah, yeah.
298 00:32:13.230 ⇒ 00:32:23.969 JanieceGarcia: It will, for sure, and I will tell you they do change every 2 to 3 months, depending on season, so whenever they do change. I’ll make sure that you guys are getting that information.
299 00:32:23.970 ⇒ 00:32:25.420 YvetteRuiz: Don’t need the power offers to.
300 00:32:25.420 ⇒ 00:32:27.089 JanieceGarcia: Yeah, it’s just the power offer.
301 00:32:27.090 ⇒ 00:32:33.039 YvetteRuiz: We should be doing it all the time, and I think we gotta be clear on that, because I don’t want
302 00:32:33.450 ⇒ 00:32:39.345 YvetteRuiz: I I. The goal is to have everyone do it all the time. Not just focus on the power offers.
303 00:32:39.640 ⇒ 00:32:40.980 YvetteRuiz: Correct? Yep.
304 00:32:42.880 ⇒ 00:32:51.790 Uttam Kumaran: Okay. Great. Perfect. Well, thanks again. For the time. Today I’ll send out these notes. And then, yeah, I think we’ll have a couple of meetings. Monday, Tuesday. To push things forward.
305 00:32:52.370 ⇒ 00:32:53.080 YvetteRuiz: Okay.
306 00:32:53.290 ⇒ 00:32:56.109 YvetteRuiz: Alright. Well, thanks. Guys, hopefully, Scott’s okay.
307 00:32:56.110 ⇒ 00:32:57.740 Uttam Kumaran: Yeah, I’ll I’ll message him after this.
308 00:32:58.188 ⇒ 00:33:00.429 YvetteRuiz: Alright, thanks, thanks, guys. Bye.
309 00:33:00.430 ⇒ 00:33:01.310 Miguel de Veyra: Thanks, guys. Bye-bye.