Meeting Title: ABC | Biz KPI Review Date: 2025-06-16 Meeting participants: read.ai meeting notes, Amber Lin, YvetteRuiz
WEBVTT
1 00:06:00.210 ⇒ 00:06:04.180 Amber Lin: Oh, hello! I didn’t see. I didn’t see you were here.
2 00:06:04.180 ⇒ 00:06:08.050 YvetteRuiz: Oh, no worries. I was just like, Oh, my goodness! I was
3 00:06:08.680 ⇒ 00:06:11.570 YvetteRuiz: listening to phone calls, and I lost track of time.
4 00:06:12.375 ⇒ 00:06:12.890 Amber Lin: Hi.
5 00:06:12.890 ⇒ 00:06:13.790 YvetteRuiz: How are you?
6 00:06:13.790 ⇒ 00:06:21.689 Amber Lin: I’m good started the week I woke up really really sleepy, so I went and took a shower. So I’m I’m more awake now.
7 00:06:22.260 ⇒ 00:06:23.756 YvetteRuiz: Oh, okay. Good. Good.
8 00:06:24.130 ⇒ 00:06:24.919 Amber Lin: How are you?
9 00:06:25.100 ⇒ 00:06:31.785 YvetteRuiz: Good good just working out of our new office. So it’s quiet, and I had to get some things
10 00:06:32.290 ⇒ 00:06:35.685 YvetteRuiz: you know. Complete it with just before I could just focus.
11 00:06:36.060 ⇒ 00:06:39.440 Amber Lin: That’s really nice cause. Now you have more space right?
12 00:06:39.440 ⇒ 00:06:41.449 YvetteRuiz: Yes, yes, yes, of course.
13 00:06:41.450 ⇒ 00:06:42.830 Amber Lin: That’s awesome.
14 00:06:42.830 ⇒ 00:06:43.200 YvetteRuiz: Yeah.
15 00:06:43.516 ⇒ 00:06:44.150 Amber Lin: I haven’t.
16 00:06:44.150 ⇒ 00:07:03.580 YvetteRuiz: I had a chance to respond to your email a lot of great great stuff for sure. And and thank you for the response. You know, regarding like the meetings, and so forth. But yeah, I just wanna ha for these data meetings. So did you guys get the information from Tim.
17 00:07:04.240 ⇒ 00:07:22.039 Amber Lin: We got the 8 by 8 Apis, he said. He’s gonna for the for the ones the key Api keys. That gives us the transcripts, Tim said. He needs to check internally. So we have the initial Apis which will be able to do a lot of stuff with it. But we’re still waiting on Apis. That gives us the transcripts.
18 00:07:22.460 ⇒ 00:07:24.010 YvetteRuiz: And he’s waiting on what?
19 00:07:24.210 ⇒ 00:07:34.560 Amber Lin: He’s. He says he’s gonna check internally, because it might give us access to transfers that we don’t need. Let me go check what he exactly, he said.
20 00:07:34.940 ⇒ 00:07:37.319 YvetteRuiz: Oh, is that in slack? I’m sorry I didn’t. I haven’t even looked.
21 00:07:37.320 ⇒ 00:07:40.030 Amber Lin: No, it’s okay. It’s okay, he said.
22 00:07:43.510 ⇒ 00:07:45.300 Amber Lin: Let me check.
23 00:07:53.740 ⇒ 00:07:55.549 Amber Lin: -
24 00:07:56.160 ⇒ 00:08:02.590 Amber Lin: So he said, the transcripts are not constrained to the call center and would confer access to
25 00:08:02.910 ⇒ 00:08:09.560 Amber Lin: very out of scope recording. So I need to clear that by some people internally first, st which makes sense.
26 00:08:11.500 ⇒ 00:08:14.959 YvetteRuiz: Which I’m sorry. Say that again. Oh, I could read it. I’m so sorry.
27 00:08:14.960 ⇒ 00:08:17.490 Amber Lin: I’ll let let me copy.
28 00:08:17.670 ⇒ 00:08:18.450 YvetteRuiz: Okay.
29 00:08:18.450 ⇒ 00:08:23.479 Amber Lin: Copy this to you in the chat, and I’ll tag you in the slack message.
30 00:08:23.480 ⇒ 00:08:24.519 YvetteRuiz: Okay. Thank you.
31 00:08:24.520 ⇒ 00:08:25.430 Amber Lin: As well.
32 00:08:28.070 ⇒ 00:08:30.100 Amber Lin: Oh, I just copied it. Okay
33 00:08:30.350 ⇒ 00:08:33.779 Amber Lin: in the chat, and then let me tag you here.
34 00:08:59.160 ⇒ 00:09:00.640 YvetteRuiz: Gotcha. Okay, thank you.
35 00:09:03.480 ⇒ 00:09:05.460 Amber Lin: Yeah, I’ll tag you in slack.
36 00:09:05.850 ⇒ 00:09:15.590 Amber Lin: Yeah. So we’re we’ll be able to do. We’re planning with some internal data team members. We’re gonna bring them on to build out a
37 00:09:15.710 ⇒ 00:09:44.189 Amber Lin: automation pipeline to take the Api Api data and then put it directly into our dashboard. So we’re gonna build that, and then Annie will be able to do explorations and build out dashboards based on the data we have. And then, when Tim gives us the transcripts. I think that is a lot tied to more AI capabilities. So we’ll have our AI folks go in and look at. Okay, what can we extract from these transcripts. What information can we do? What decisions can we make with that?
38 00:09:44.660 ⇒ 00:09:54.819 Amber Lin: So that’s the data side. I had a few items on my agenda I was looking at Thursday. Are all of you off on Thursday? Is Juneteenth.
39 00:09:55.670 ⇒ 00:09:56.290 YvetteRuiz: No.
40 00:09:57.090 ⇒ 00:09:59.929 Amber Lin: Oh, okay, no, no, okay, I see.
41 00:10:00.290 ⇒ 00:10:02.140 Amber Lin: wondering if I should take it off.
42 00:10:02.140 ⇒ 00:10:03.440 YvetteRuiz: Oh, okay. Well.
43 00:10:03.440 ⇒ 00:10:20.069 Amber Lin: No, no, no, it’s okay. It’s just I think we. I only have the meeting with you guys on Thursday. And that is no problem. I enjoy that. So I will. I just wanted to make sure that you guys are not off. So I don’t make you guys meet on a holiday.
44 00:10:20.070 ⇒ 00:10:21.429 YvetteRuiz: No worries, no worries.
45 00:10:21.430 ⇒ 00:10:31.820 Amber Lin: Okay, great. So that’s good. I also had another item of I want to help the Csr’s transition to the Central Doc.
46 00:10:32.210 ⇒ 00:10:40.060 YvetteRuiz: Yes, that’s what’s gonna be on my agenda. I was gonna email, you because I wanted to announce it like to the entire group.
47 00:10:40.570 ⇒ 00:10:48.060 YvetteRuiz: And and responded to your your email. But that’s what I was gonna talk about is like, how do we plan to do that?
48 00:10:48.060 ⇒ 00:11:06.719 Amber Lin: Yeah. So I think the 1st part is making sure that we do have everything in a central dock which I think I’m gonna use today’s meeting with Denise and Shannon to make sure that it’s good. I want to organ the next step. I want to organize the pets drive so that
49 00:11:07.130 ⇒ 00:11:21.349 Amber Lin: it’s clear that what documents are not being used, and what documents they still have to refer to, which is most likely going to be the spreadsheet. So I want to put the ones they can use very clearly on there, and then
50 00:11:21.580 ⇒ 00:11:27.969 Amber Lin: put all the ones that they shouldn’t be using in a separate folder, so that it doesn’t confuse them.
51 00:11:28.490 ⇒ 00:11:33.930 Amber Lin: and after that I think we’ll do a quick check
52 00:11:34.680 ⇒ 00:11:41.550 Amber Lin: to make sure that it’s usable. The central dock is usable, and then we’ll want to give everybody access.
53 00:11:42.410 ⇒ 00:11:56.290 Amber Lin: And then we do a announcement or introduction which I can record. A video, or Janice can record a video of how they should navigate the Central Doc and how that will be beneficial.
54 00:11:56.700 ⇒ 00:11:57.140 YvetteRuiz: Yeah.
55 00:11:57.140 ⇒ 00:12:04.969 Amber Lin: And then I think this is gonna take some time to gradually transition them over. So maybe for the 1st week, we we still
56 00:12:05.150 ⇒ 00:12:13.750 Amber Lin: give them the ability to access the other documents. But maybe by the second week we kind of lock them up and see how it goes.
57 00:12:14.110 ⇒ 00:12:14.760 YvetteRuiz: Yeah.
58 00:12:14.920 ⇒ 00:12:15.270 Amber Lin: Yeah.
59 00:12:15.270 ⇒ 00:12:40.229 YvetteRuiz: Okay, yeah, I that’s and I agree with the timeline. So when you guys are like, confirmed, okay, we got everything here. You know you guys run through it, I would like to know? So then that way, I could send a big old announcement to the team, saying, Okay, here’s the big thing. Here’s what we’ve done. Here’s the next steps. You know what I mean. So then, that way, everyone’s aligned. Because it would be everyone using any
60 00:12:40.230 ⇒ 00:12:45.359 YvetteRuiz: stuck. You know what I mean. So then, because and then that’s fine with me, because
61 00:12:45.370 ⇒ 00:13:11.219 YvetteRuiz: that is, that’s gonna kind of just give me more information on who else is tapping into these old documents? Right? So then, that way, we can start redirecting to that. And then the training piece of it. You know what I mean, the video, whoever wants to do the video, that’s great. But then letting them know that. Okay, we’re gonna do this. We’re gonna do like a soft launch. And then by this time we’re gonna take every everything away. And this is going to be
62 00:13:12.090 ⇒ 00:13:14.850 YvetteRuiz: the location. Everybody needs to go to.
63 00:13:15.450 ⇒ 00:13:16.130 Amber Lin: Yeah.
64 00:13:16.420 ⇒ 00:13:17.753 Amber Lin: Sounds good.
65 00:13:18.420 ⇒ 00:13:21.060 YvetteRuiz: Deadline. I’m sorry that’s the word. I was looking for her.
66 00:13:21.060 ⇒ 00:13:23.500 Amber Lin: Yeah. Let’s see.
67 00:13:23.700 ⇒ 00:13:33.409 Amber Lin: Okay. So I think for this 1st meeting, I’ll make sure that we go through the document and make sure that we order the Central Doc.
68 00:13:33.820 ⇒ 00:13:39.440 Amber Lin: and then we’ll assign who does the training videos, and then maybe by
69 00:13:40.035 ⇒ 00:13:51.740 Amber Lin: then we’ll send it to you to sign off, and then we’ll, I think, between maybe today, Wednesday we look at, maybe if we’re ready to give all the Csr’s permissions and
70 00:13:51.950 ⇒ 00:13:53.520 Amber Lin: hopefully we get.
71 00:13:53.640 ⇒ 00:14:04.180 Amber Lin: I would like to say, if we can launch this by Wednesday or Thursday, or at least to push out announcement by then, before the end of this week will be great.
72 00:14:04.650 ⇒ 00:14:29.250 YvetteRuiz: Yeah, no, I that’s all doable. I just need to know. Like, okay, it’s already we’ve already brushed through it. Here it is. We’ll announce it. We’ll have the video for them, and then just let them know, because then I’ll take it. Just an extra step further is like Janice’s responsibility will be to make sure that everyone’s completed it. Everybody knows where to go. Look at it, and everybody understands. You know what I mean. So like, after watching the video because a lot of times you push all that stuff up. But you actually
73 00:14:29.250 ⇒ 00:14:31.509 YvetteRuiz: have to go and check in with the agents.
74 00:14:33.760 ⇒ 00:14:40.050 Amber Lin: Sounds good. Do we need any other trainers to be on board with this
75 00:14:40.720 ⇒ 00:14:45.449 Amber Lin: so is there anyone else between you, janice and Shannon that needs to be on board.
76 00:14:46.780 ⇒ 00:14:48.519 YvetteRuiz: Not with the pesticide. No, -
77 00:14:48.520 ⇒ 00:14:53.000 Amber Lin: Okay, what about the overflow agents? Do they need to know as well.
78 00:14:53.260 ⇒ 00:14:57.080 YvetteRuiz: Yeah, I’m gonna push it out to all of them. And yeah, yeah, I’m gonna.
79 00:14:57.080 ⇒ 00:14:57.710 Amber Lin: Oh, okay.
80 00:14:57.710 ⇒ 00:15:04.559 YvetteRuiz: That needs. Like everyone who I’ve already given rights to every update that I send, they’re a part of.
81 00:15:05.030 ⇒ 00:15:15.199 Amber Lin: Okay, sounds good. Do we need their say, the overflow agents manager, so we need them to help us check in with their overflow agents as well.
82 00:15:15.370 ⇒ 00:15:29.220 YvetteRuiz: That’s Janice’s, and then I I check in with them like you’re in the thread. I check in with all of them to make sure that they’re all get. They all got access to it. They’re all checking in with them, and then Janice goes behind them. So I think we got a good
83 00:15:29.400 ⇒ 00:15:31.669 YvetteRuiz: checks and balances with them.
84 00:15:31.670 ⇒ 00:15:33.030 Amber Lin: Okay, that’s awesome.
85 00:15:33.430 ⇒ 00:15:38.560 Amber Lin: Alright. I think we know what we’re gonna do today.
86 00:15:40.520 ⇒ 00:15:47.710 Amber Lin: Awesome. Yeah, that’s all I have for the transitioning to the central dock.
87 00:15:47.930 ⇒ 00:15:51.930 Amber Lin: Let me quickly update you on a few things that we want to do
88 00:15:52.280 ⇒ 00:16:18.659 Amber Lin: this week. We touched upon it shortly in the video. I think for us, we want to start and work on. How are we able to link the spreadsheets to our, to our internal system? I think I’m gonna use the rest of today’s meeting to ask Janice and Shannon how each of the tabs in the spreadsheets are used, because when we link them to our system, we need to customize for each tab to make sure that information is correct.
89 00:16:19.369 ⇒ 00:16:24.309 Amber Lin: And then a big thing for us this week is to
90 00:16:24.930 ⇒ 00:16:43.989 Amber Lin: work on the directly updating to the Central Dorfia. The trainer bought Ui, because I’ve noticed for the past, like we tried to look at all the feedback, but it it just took too long, and then we lost momentum there, and the slower we are updating these things, the more of the Csrs feel like
91 00:16:44.110 ⇒ 00:16:46.589 Amber Lin: that. Oh, this is not a.
92 00:16:47.060 ⇒ 00:16:47.859 YvetteRuiz: That’s not reliable.
93 00:16:47.860 ⇒ 00:16:48.700 Amber Lin: Tool. Yeah.
94 00:16:48.700 ⇒ 00:16:49.399 YvetteRuiz: I’m using.
95 00:16:49.400 ⇒ 00:16:53.230 Amber Lin: So, having that direct update will make life a lot easier.
96 00:16:53.630 ⇒ 00:17:13.840 Amber Lin: And hopefully, I’ll I’ll work very closely with Shannon and Janice to make sure that they all know how to use these things, and we’ll make sure that when we develop it we’ll make sure that you have the permission to. You have the authority to go in and check. Okay, are these updates? Good? So that we don’t just push without letting you know.
97 00:17:14.240 ⇒ 00:17:40.309 YvetteRuiz: So I just I. And so that was another thing, because that’s part of the Kpi piece of it, you know, when we are getting that feedback. How soon is that getting updated? So you kind of answer some of those questions. So this trainer Bot, is when they when they share the feedback. Is that what you’re saying is going to go in there and take, you know, instead of us having to do it, the trainer Bot, will be able to go in there and start asking the questions, or I’m sorry. Maybe I’m
98 00:17:40.650 ⇒ 00:17:41.980 YvetteRuiz: confused. There.
99 00:17:42.010 ⇒ 00:17:53.210 Amber Lin: Yeah, of course. So that’s so for the trainer. But right now the workflow works like this. So the Csr suggests a feedback. It’s recorded in a spreadsheet.
100 00:17:53.522 ⇒ 00:18:15.370 Amber Lin: Currently, we manually go in. Look at a response. And okay, take this. Okay, we gotta take this and we take that question. And we go manually to the trainer. Bot, ask it the question. We formulate whatever update that’s needed. And currently, we have to manually put it into the central Doc. So there’s 2 parts that we want to automate here. So the 1st one is to automate
101 00:18:16.041 ⇒ 00:18:21.959 Amber Lin: so we don’t have to manually copy and paste it into the central doc. So we’re going to automate that part
102 00:18:22.387 ⇒ 00:18:31.850 Amber Lin: and then after it, we’re looking at. How do we make sure that from the Csrs when they do a suggestion or a feedback, how do we automatically
103 00:18:32.199 ⇒ 00:18:55.939 Amber Lin: think about what kind of updates are possible? So that’s next step of automation that we want to do, and then we’ll put those together so that the goal is that when the Csrs have a feedback, it automatically suggests, and you’re able to. So say, a trainer can able to go into that spreadsheet and say, Okay, this update. It’s pretty much good. Let me just tweak a little bit, and then directly boom! I push it to the central doc, and that’s fast.
104 00:18:55.940 ⇒ 00:19:04.899 YvetteRuiz: Gotcha. Yeah. So right now, how many, how much feedback do we have? Because this is what I haven’t checked. And this is what I want to start getting really into.
105 00:19:04.900 ⇒ 00:19:05.269 Amber Lin: With the key.
106 00:19:05.270 ⇒ 00:19:10.839 YvetteRuiz: Api piece of it. How many questions do we have like feedback? Do we have that? We.
107 00:19:11.310 ⇒ 00:19:15.650 YvetteRuiz: We’ve not answered or updated. Can you give me that? Can you tell me that.
108 00:19:15.650 ⇒ 00:19:28.529 Amber Lin: Well, right now I’m looking at our feedback spreadsheet. We’re at Line 146, and it seems that we have paused this momentum along a while ago.
109 00:19:28.680 ⇒ 00:19:31.609 Amber Lin: So I think the whole. The what so we have
110 00:19:31.610 ⇒ 00:19:47.399 Amber Lin: we got in may haven’t really been done. So I would say about 80 of those are not actioned on. So that’s why I also booked a session with Janice and Shannon every Wednesday now, and I want us to
111 00:19:47.610 ⇒ 00:19:54.209 Amber Lin: go through this assign who’s gonna do it and then check in like as a as homework to say, Okay, how we update.
112 00:19:54.210 ⇒ 00:19:56.050 YvetteRuiz: Yeah, that’s that’s exactly where I was going.
113 00:19:56.050 ⇒ 00:19:59.729 YvetteRuiz: Always like, I, I would like to know that, because then I could
114 00:20:00.070 ⇒ 00:20:04.016 YvetteRuiz: put, I can say, okay, here’s a deadline. I need to make sure.
115 00:20:04.830 ⇒ 00:20:10.350 YvetteRuiz: That we get all this completed. Because if not, we’re gonna continue pushing it out. So I just wanna know, like, okay.
116 00:20:10.520 ⇒ 00:20:14.772 YvetteRuiz: how? What is that? And then what’s the plan to get it done?
117 00:20:15.100 ⇒ 00:20:16.290 Amber Lin: Yeah. Totally.
118 00:20:16.720 ⇒ 00:20:32.730 Amber Lin: And hopefully. That was a good plan that you can see, and we’ll see after this week of how much progress we’ve made in terms of the automation, the feedback, and then also on the data side, and how progress is.
119 00:20:33.210 ⇒ 00:20:45.579 YvetteRuiz: Okay. Great, great. Alright. So probably about 80 ish still open items. We’re not attacking. But the goal is this week to revisit it. Put a plan together, and then, okay, got it.
120 00:20:45.580 ⇒ 00:21:03.950 Amber Lin: My goal for the meeting this Wednesday is to clean up the spreadsheet. Some of the feed assign statuses to all the feedback, because some of them are not really things that we need to change. Some of them are so to mark that, and then assign PE assign owners. Each of the feedback
121 00:21:04.130 ⇒ 00:21:05.790 Amber Lin: and then pick.
122 00:21:05.960 ⇒ 00:21:14.390 Amber Lin: pick, say, maybe 20 or 10, depending on the size, and say that, okay, these are due for next Wednesday, and then we’ll check in on that.
123 00:21:14.910 ⇒ 00:21:33.199 YvetteRuiz: Okay. So let me ask a question, then amber. So if I have something because I was going through, there’s this big old. This is why I get really excited about this whole transcript piece of it. So I was dealing with 3 very escalated calls from customers that were extremely upset right.
124 00:21:33.530 ⇒ 00:21:34.800 YvetteRuiz: And
125 00:21:35.280 ⇒ 00:21:57.999 YvetteRuiz: I went. And and so just giving you a little bit of background. So what we have, we what we’re promoting today, or is what we call bundled services. So I go out to your home and you call, or you call me. You want mowing services for your home. I go out there. We give you the estimate for that. But then we have these. I mean, you know, we have all these lines of business. Right? So, hey.
126 00:21:58.000 ⇒ 00:22:05.820 YvetteRuiz: would you be interested in getting pest control? You know part of the bundle service? You’ll get discounted rates for this right? So the customer signs up for those things. So.
127 00:22:06.090 ⇒ 00:22:19.520 YvetteRuiz: however, there’s also, if if a customer cancels early, then the if that happens and we do charge back because we do give them free services as part of the bundling services that we do charge. Anyhow.
128 00:22:19.860 ⇒ 00:22:32.589 YvetteRuiz: what ends up happening is Csr gets the call. That’s not explained correctly. The customer gets the bill because billing sends. You know what I mean. They didn’t fulfill their agreement. Billing still sends them a card. They get charged. They get upset. They call us back right?
129 00:22:33.000 ⇒ 00:22:48.259 YvetteRuiz: So, anyhow, I’m dealing with escalated cause, because the Csrs don’t know how to answer any of those questions. So 1st foremost, I go to Shannon, and then we’ll say, Where’s our training material? What did we train our agents? Because when I’m listening to phone calls, they’re not handling it. They’re they’re saying like
130 00:22:48.500 ⇒ 00:23:15.070 YvetteRuiz: things that are just gonna upset our customers even more. So the doc, the documentation is not there. So that when so I’m like, okay, we we gotta fix this guys. I mean, this is where Andy plays a big big role like, I mean, if I were to go in there and say, Okay, bundled services. Tell me what you know protocol is, or what am I supposed to tell them? So I’m I’m re-looking at all that. But if I wanted to to build all that, because whatever we have is not updated amber.
131 00:23:15.800 ⇒ 00:23:19.826 YvetteRuiz: Could I start? Could I just test that out with the trainer? Bot, I mean, would that be.
132 00:23:20.050 ⇒ 00:23:21.510 Amber Lin: Yeah. Totally.
133 00:23:21.870 ⇒ 00:23:22.460 YvetteRuiz: Okay.
134 00:23:22.550 ⇒ 00:23:47.509 Amber Lin: Yeah. Just feel free to ask it questions on how and how to improve it. I mean, I pulled up the central doc. I organized the Central Doc a little bit more, so it was pretty fast for me to find where it is. I know you talked about pest bundle, so I looked up here. Okay, Bundle. I know the bundles are here. I clicked on that, and I was looking at this. And we we have this much information on pest bundles. That’s it.
135 00:23:47.750 ⇒ 00:23:50.310 YvetteRuiz: Yeah, that exactly has nothing to do
136 00:23:50.310 ⇒ 00:24:03.154 YvetteRuiz: with. If a customer calls to cancel, what what’s the if they call to cancel prior to their year. What’s the what’s the protocol like? What do I tell them? What are they going to get billed for? It doesn’t tell them any of that.
137 00:24:04.040 ⇒ 00:24:09.650 YvetteRuiz: So it’s missing a big chunk. The other thing is, I can’t find the central dock under my drive.
138 00:24:09.820 ⇒ 00:24:11.891 Amber Lin: Oh, let me share that with you again.
139 00:24:12.150 ⇒ 00:24:17.320 YvetteRuiz: I don’t know. If, do we do? I lose access every time, you guys. I wouldn’t think so, but.
140 00:24:17.450 ⇒ 00:24:19.460 Amber Lin: No, I you’re here, so I should.
141 00:24:19.460 ⇒ 00:24:19.850 Amber Lin: My goodness!
142 00:24:20.514 ⇒ 00:24:27.839 Amber Lin: Sharing you’re definitely in here. So let me just share this with you in our
143 00:24:29.120 ⇒ 00:24:31.230 Amber Lin: in here, so that you have
144 00:24:33.010 ⇒ 00:24:34.019 YvetteRuiz: Thank you. Amber.
145 00:24:34.020 ⇒ 00:24:34.740 Amber Lin: Yes.
146 00:24:34.950 ⇒ 00:24:50.533 YvetteRuiz: Yeah, I was. I mean, I was totally torn. And and I mentioned to you when we were in our call last week that me and Steven were listening to phone calls and customers told a customer, yeah, we don’t work the week, and I’m just like, Oh, my goodness, these are like big gaps that we’ve got to go in there. We’ve got to improve.
147 00:24:50.770 ⇒ 00:25:19.600 Amber Lin: Yeah, I noticed when I was going through the Central Doc is that we kind of just hammered random pay places. There was no really structure to make sure that nothing. That it’s a mutually exclusive framework, then, that we cover every single thing so like. That’s another thing that I want to work with the trainer is to look at each of these sections to say, Okay, under this section. I know we have these documents, but
148 00:25:19.740 ⇒ 00:25:24.569 Amber Lin: over like, what are we really missing? And I think that will be really helpful.
149 00:25:25.970 ⇒ 00:25:28.162 YvetteRuiz: Yes, yes, yes. So,
150 00:25:29.210 ⇒ 00:25:46.109 YvetteRuiz: and quite honestly, I mean, I think, once, we start working with mechanical cause, you just asked, right now. Is there any other trainers there is. Janice is the main trainer of them all. I mean the overall customer service trainer. But we do have trainers in every department.
151 00:25:46.640 ⇒ 00:26:00.230 YvetteRuiz: for every department part of me wants to start working with them already, like, I just feel like having their brain come in here, and just kind of talk through like oh, it would be better. You know what I mean like. I think that their perspective.
152 00:26:00.230 ⇒ 00:26:00.930 Amber Lin: Yeah.
153 00:26:00.930 ⇒ 00:26:10.839 YvetteRuiz: Would be so much better, because they’re the ones that are working with the agents like live. And I feel like maybe we would get more out of them to help us
154 00:26:11.120 ⇒ 00:26:14.190 YvetteRuiz: build this a little bit structure. The pest document. Yeah.
155 00:26:14.190 ⇒ 00:26:15.350 Amber Lin: Well, because they’re better.
156 00:26:15.350 ⇒ 00:26:15.770 YvetteRuiz: Organize.
157 00:26:15.770 ⇒ 00:26:16.230 Amber Lin: It’s okay.
158 00:26:16.230 ⇒ 00:26:16.670 YvetteRuiz: Yes.
159 00:26:17.110 ⇒ 00:26:39.700 Amber Lin: Yeah. I mean, if they have a good structure that you think is great, I think we definitely should, if we have access to it, or have at least structural guidance from it. I think we can apply it to this current document, because right now we’re trying to figure it out, and we can’t get AI, and we can’t just have 3 brains thinking about it. But if we have something that’s working that will make her life so much faster.
160 00:26:39.982 ⇒ 00:26:50.697 YvetteRuiz: I know. So okay, well, thank you for resharing this with me. I just I was gonna look at the pest bundle, but everything that was shared with me. I’m just like this, isn’t. This isn’t helpful.
161 00:26:53.100 ⇒ 00:26:54.324 Amber Lin: I know, I know.
162 00:26:55.342 ⇒ 00:26:56.489 YvetteRuiz: I think we.
163 00:26:56.490 ⇒ 00:27:15.480 Amber Lin: You need to have a special section with, like in each part of okay, upset customers like, what type of service might get upset customers, because that’s the cases that people stress out and need to escalate. And that’s what gonna take up your time. And then that’s what gonna affect the revenue.
164 00:27:15.480 ⇒ 00:27:19.670 Amber Lin: Yeah, look like 80 20. That’s a 20% that’s gonna turn out. So.
165 00:27:19.670 ⇒ 00:27:20.550 YvetteRuiz: Absolutely.
166 00:27:20.870 ⇒ 00:27:42.269 YvetteRuiz: or even the cancellation piece of it. And I had mentioned this way early on. But these are the things that I see so like if I if you’re a customer that’s calling to cancel, I’m talking to you, and you’re telling me, well, I’m gonna cancel. And it’s like, I’m so sorry that you’re wanting to cancel. Can you tell me why you’re you know what? Why, you’re wanting to leave ABC. And you’re gonna come back and say, well, I’m moving
167 00:27:42.270 ⇒ 00:27:55.220 YvetteRuiz: right. Well, I shouldn’t just go okay where you’re moving. I should be able to say, Oh, can you tell where you’re moving to? You know what I mean? Are you moving within the same city, you know, cause we could transfer your services over there like I should be able to have those bullets.
168 00:27:55.220 ⇒ 00:27:55.900 Amber Lin: Like points that.
169 00:27:55.900 ⇒ 00:28:06.720 YvetteRuiz: Should be able to like if I moved. Okay, what what options can I tell them? If it’s too expensive, what options should I be able to tell them like those are like the quick references that will really help an agent.
170 00:28:08.310 ⇒ 00:28:18.940 YvetteRuiz: In in my opinion, those are the things that that they’re dealing with like, right now, I’m listening to phone calls right now. And I’m just I’m listening to those big gaps that.
171 00:28:19.440 ⇒ 00:28:20.230 Amber Lin: Yeah.
172 00:28:20.920 ⇒ 00:28:26.034 YvetteRuiz: We’re turning away business, where, if we had that, they would know the answers.
173 00:28:27.056 ⇒ 00:28:30.340 Amber Lin: Yeah, I’m looking at the
174 00:28:30.810 ⇒ 00:28:39.520 Amber Lin: title of call list and cancellations. Document it’s not the we have, like.
175 00:28:40.430 ⇒ 00:28:43.120 YvetteRuiz: So I see the cancellation handling guidelines. There.
176 00:28:43.120 ⇒ 00:28:43.500 Amber Lin: Yeah.
177 00:28:43.500 ⇒ 00:28:44.690 YvetteRuiz: That’s right.
178 00:28:44.690 ⇒ 00:28:46.070 Amber Lin: It’s right below.
179 00:28:46.430 ⇒ 00:28:48.989 Amber Lin: Moving. 1, 2, 3.
180 00:28:50.180 ⇒ 00:28:53.439 Amber Lin: Okay, it only asks one question.
181 00:28:53.930 ⇒ 00:29:00.880 Amber Lin: Contract fulfilled. Okay, yeah, it’s it’s like, it’s there. But it doesn’t too much.
182 00:29:02.990 ⇒ 00:29:09.380 YvetteRuiz: Yeah, we’ve done that. Okay, so I’m looking at it right now. So here’s and okay, I already have some ideas on like how we can kind of clean that up.
183 00:29:09.380 ⇒ 00:29:10.310 Amber Lin: Yeah.
184 00:29:10.670 ⇒ 00:29:15.819 YvetteRuiz: Yes, just to make it very cause like even thinking.
185 00:29:16.930 ⇒ 00:29:22.799 YvetteRuiz: like even the I don’t know if the empathy, all that needs to be there more of
186 00:29:23.300 ⇒ 00:29:24.459 YvetteRuiz: and like we should just.
187 00:29:24.460 ⇒ 00:29:25.800 Amber Lin: Give people scripts that.
188 00:29:25.830 ⇒ 00:29:27.630 YvetteRuiz: Exactly.
189 00:29:27.630 ⇒ 00:29:29.620 Amber Lin: Instead of saying, Oh, have empathy like that.
190 00:29:29.620 ⇒ 00:29:39.719 YvetteRuiz: Right? Right? Give them exactly. Yep. Yep. Okay. Well, here, I mean, obviously, there’s some work that we need to do here. So okay.
191 00:29:39.940 ⇒ 00:29:57.179 Amber Lin: When you go through the Central Doc, whenever you feel like some parts needs to be filled out, just type in, as a comment, just add a comment. And when we go through we’ll see. Okay, that will be a because we’re brainstorming stuff we need to do. And if we already have an idea. We’ll just definitely do that one.
192 00:29:57.460 ⇒ 00:29:59.380 Amber Lin: Okay, I appreciate that.
193 00:30:00.020 ⇒ 00:30:02.080 Amber Lin: Okay. And
194 00:30:02.400 ⇒ 00:30:15.789 Amber Lin: maybe next week we can. Or if you can get me in contact in the email thread with someone from mechanical. I can maybe set up a meeting with them. Or at least ask them for advice on structuring the stock.
195 00:30:15.790 ⇒ 00:30:16.543 YvetteRuiz: You’re right.
196 00:30:16.920 ⇒ 00:30:20.120 Amber Lin: So if you can introduce me in an email thread that would be great.
197 00:30:20.290 ⇒ 00:30:47.910 YvetteRuiz: Okay, I could do that alrighty. Okay? So then, so we’ll continue meeting Mondays. Hopefully. By then you guys will start the Api again. You know the getting all more data. I’ll follow up with Tim on the transcript piece, because I think that’s huge. Just to make sure that we can move in that direction for sure. But you know, then we can probably start really deep, deep diving into more of the the metrics.
198 00:30:47.910 ⇒ 00:30:53.391 Amber Lin: Yeah, I wanted to look at the data today, but I looked at it, and we don’t have the data for June. So
199 00:30:54.550 ⇒ 00:30:58.979 Amber Lin: so we’ll wait for the. We’ll build that out and we’ll get them data for next week.
200 00:30:58.980 ⇒ 00:30:59.620 YvetteRuiz: Okay.
201 00:30:59.750 ⇒ 00:31:04.608 Amber Lin: Okay, well, sounds good. Well, I appreciate your time, Miss Amber.
202 00:31:05.050 ⇒ 00:31:06.400 Amber Lin: Yeah, of course.
203 00:31:06.660 ⇒ 00:31:08.900 YvetteRuiz: Alrighty. Well, have a good rest of your day. Okay, bye.
204 00:31:08.900 ⇒ 00:31:09.719 Amber Lin: Bye, bye.