Meeting Title: ABC | Biz KPI Review Date: 2025-06-30 Meeting participants: read.ai meeting notes, Amber Lin, YvetteRuiz
WEBVTT
1 00:04:59.780 ⇒ 00:05:00.470 YvetteRuiz: Oops!
2 00:05:05.420 ⇒ 00:05:06.670 Amber Lin: Hi.
3 00:05:06.990 ⇒ 00:05:07.819 YvetteRuiz: How are you doing.
4 00:05:07.940 ⇒ 00:05:09.290 Amber Lin: I’m good.
5 00:05:09.670 ⇒ 00:05:11.040 YvetteRuiz: Good.
6 00:05:11.230 ⇒ 00:05:13.390 Amber Lin: Yeah, I’m very excited for this week.
7 00:05:14.430 ⇒ 00:05:19.201 Amber Lin: because this time I was like, Oh, I have. I have my roadmap. I can do my roadmap very excited.
8 00:05:19.816 ⇒ 00:05:31.109 YvetteRuiz: That’s awesome. I’m glad to hear that, ma’am. So what’s new with the Kpi stuff? Anything? I did get a response from Tim after our meeting last week.
9 00:05:32.143 ⇒ 00:05:38.620 YvetteRuiz: And he I know they’re the, you know. I I figured the concerns that he had
10 00:05:40.570 ⇒ 00:06:05.134 YvetteRuiz: Because the transcripts aren’t specifically isolated to the customer service side. It’s open to everything. You know. So you know, collection calls all that stuff, you know, where security there’s concerns and all that were his way. But he thinks he has a way to work around these things so hopefully, we’ll get something. By the end of the day to grant you guys access to what’s needed.
11 00:06:05.480 ⇒ 00:06:15.310 Amber Lin: Okay, that’s awesome. That is really great to hear. I didn’t. I didn’t expect it to be this quick, honestly, because, like, I don’t. I don’t want us to have access to billing data.
12 00:06:15.565 ⇒ 00:06:22.970 YvetteRuiz: Yeah, no, no, I know I. And that’s and what we’re trying to do is obviously get the information that we need and stuff like that. So what is.
13 00:06:22.970 ⇒ 00:06:23.570 Amber Lin: Isn’t.
14 00:06:23.570 ⇒ 00:06:34.529 YvetteRuiz: How can we provide that and normally, I get quick responses when I have Matt kind of can do the check in. So I hate doing that, but I have to sometimes.
15 00:06:34.530 ⇒ 00:06:42.320 Amber Lin: I see. Oh, let’s see, I was like we all just need a reminder like I usually when they make with them, remind me like. Oh, I’m glad you made him remind
16 00:06:42.320 ⇒ 00:06:44.150 Amber Lin: exactly what it totally forgot.
17 00:06:46.340 ⇒ 00:07:03.360 Amber Lin: This is the kpis dashboard. We have. So to look at this the last 14 days we have here. Compared to the last period. So the same 14 days as before.
18 00:07:04.213 ⇒ 00:07:09.740 Amber Lin: So we’re seeing that it’s slightly less and.
19 00:07:09.740 ⇒ 00:07:12.310 YvetteRuiz: So it went down. Last week’s count went down.
20 00:07:12.410 ⇒ 00:07:14.049 Amber Lin: Yeah, let me check.
21 00:07:14.050 ⇒ 00:07:16.840 YvetteRuiz: So we have. We were up, and then we went down. I haven’t looked at it.
22 00:07:16.840 ⇒ 00:07:20.050 Amber Lin: Yeah, let me check real quick on just
23 00:07:23.510 ⇒ 00:07:26.930 Amber Lin: doesn’t seem like we have all the data.
24 00:07:27.950 ⇒ 00:07:35.549 Amber Lin: Let me go check, because there might be some. There might be something preventing the data from being loaded.
25 00:07:36.330 ⇒ 00:07:39.010 Amber Lin: Here.
26 00:07:40.220 ⇒ 00:07:48.399 Amber Lin: yeah, let me go. I’ll flag this, and I’ll go ask them why this still, this doesn’t have it up to
27 00:07:48.780 ⇒ 00:07:53.930 Amber Lin: like the 30.th I assume it’s because I know we’re trying to
28 00:07:54.260 ⇒ 00:08:06.480 Amber Lin: incorporate the data we got from 8 by 8, and there might have been some changes to the data pipeline and has why, this hasn’t this is not completely up to date.
29 00:08:06.920 ⇒ 00:08:11.809 Amber Lin: like we are, I think a few days short of data.
30 00:08:14.020 ⇒ 00:08:14.760 YvetteRuiz: Okay.
31 00:08:18.210 ⇒ 00:08:20.809 Amber Lin: Yeah, let me go flag that real quick.
32 00:08:24.320 ⇒ 00:08:46.169 Amber Lin: Yeah. I had a few items I wanted us to discuss today, and all, always. Once this gets fixed, we’ll also discuss this on Thursday’s meeting, so we won’t miss out on the Kpis. I was wondering how you would like to use this meeting. Is there any items that you want to discuss? I have a few on my mind.
33 00:08:46.530 ⇒ 00:08:48.530 YvetteRuiz: So I. What I had is.
34 00:08:48.870 ⇒ 00:09:11.500 YvetteRuiz: The Central Doc, which that’s on me I’m working on this week. It’s just last week, you already know my schedule was crazy. And then this week is also because I’m gonna be taking time off. So I’m only here Monday, Tuesday. So I’m working to get all that going then. So I just want to give you that update on the central doc. And then there’s that error that I had asked about.
35 00:09:11.970 ⇒ 00:09:12.700 Amber Lin: Oh,
36 00:09:13.795 ⇒ 00:09:18.540 YvetteRuiz: It keeps. There’s a 4 0, 4, 4. 0, 4 error that can.
37 00:09:18.540 ⇒ 00:09:25.060 YvetteRuiz: Okay to populate. So again, I haven’t gotten a response. So I need to see what’s triggering that because.
38 00:09:25.060 ⇒ 00:09:25.440 Amber Lin: Okay.
39 00:09:25.440 ⇒ 00:09:27.865 YvetteRuiz: Keeps the agents from using Andy.
40 00:09:28.646 ⇒ 00:09:29.400 Amber Lin: I see.
41 00:09:30.280 ⇒ 00:09:38.740 Amber Lin: Let me flag that, and the giving 4 4 error.
42 00:09:42.920 ⇒ 00:09:53.348 YvetteRuiz: Because I’m really trying to push like it doesn’t matter if you’re a pest agent. But the over the oh, by the way, I want everybody to start getting into the habit of just using that button.
43 00:09:54.585 ⇒ 00:09:55.310 Amber Lin: Totally.
44 00:09:55.829 ⇒ 00:10:03.029 Amber Lin: Do you mean the 4? It’s throwing the error for the upsells or just andy in general.
45 00:10:03.030 ⇒ 00:10:14.360 YvetteRuiz: I think for me it threw me the for the oh, by the ways, but it looks like according to I don’t know if you saw our chat, and I don’t know if that’s the best way to talk to you. But we have you in our in our Google chat.
46 00:10:14.770 ⇒ 00:10:15.130 Amber Lin: Oh!
47 00:10:15.130 ⇒ 00:10:24.859 YvetteRuiz: It looks like there, it’s doing it for others. The Shannon put an example like, what tech does? 7. It’s giving her the same error, and they asked about it today this morning, and
48 00:10:25.470 ⇒ 00:10:28.639 YvetteRuiz: meeting with you here in just a minute, I would ask you to do.
49 00:10:29.000 ⇒ 00:10:37.700 Amber Lin: Yeah, I just sent it to my engineers, and I’m meeting with them right after this, so that should get res that should get resolved very quickly.
50 00:10:38.180 ⇒ 00:10:38.920 YvetteRuiz: Okay.
51 00:10:41.170 ⇒ 00:11:00.207 YvetteRuiz: And then, just and you may have this on your end. I just wanna keep the, I know you’re actively working on the Zip code sheet. And then the cancellation piece are gonna be 2 of the big areas. So oh, by the way, obviously, is going to be the continued thing. The cancellation piece of it, and then
52 00:11:01.100 ⇒ 00:11:01.970 YvetteRuiz: Oh.
53 00:11:05.020 ⇒ 00:11:07.420 YvetteRuiz: The Central Doc. I’m sorry I drew a blank.
54 00:11:09.100 ⇒ 00:11:12.339 Amber Lin: No worries. Let me go find
55 00:11:13.700 ⇒ 00:11:16.130 Amber Lin: let me go find where that is.
56 00:11:43.880 ⇒ 00:11:55.709 Amber Lin: hmm, yeah, for the for the cancellations. I’m currently working on that document, and
57 00:11:56.490 ⇒ 00:12:03.769 Amber Lin: I wanted to send that to you. I think somebody made some changes on the doc, and I can’t find it anymore.
58 00:12:04.240 ⇒ 00:12:08.320 Amber Lin: So I’ll go. I’ll go search for that, and then send it to you.
59 00:12:08.820 ⇒ 00:12:10.149 YvetteRuiz: Okay. No worries.
60 00:12:10.150 ⇒ 00:12:17.479 Amber Lin: Yeah, and then, for I just want to update you on what we plan to do. Oh, here it is.
61 00:12:17.590 ⇒ 00:12:33.566 Amber Lin: what we plan to do this week. And my goal for this this 2 weeks is to reiterate through half of the central doc. So, starting from cancellations and escalations. So the most important flows. Then
62 00:12:34.010 ⇒ 00:12:34.830 YvetteRuiz: Yeah.
63 00:12:34.830 ⇒ 00:13:00.680 Amber Lin: Creating a master cover coverage sheet, which I will work with Janice on in the next section, because a lot of the questions that pop up is, oh, do we cover this? Do we cover that? And we don’t have a centralized like coverage sheet that talks about all the different animals and pests. And then after that, it’s general procedures of mainly the scheduling procedures. And currently, the documentation is a little messy because there’s
64 00:13:00.940 ⇒ 00:13:19.080 Amber Lin: scheduling information and scheduling procedures that gets mixed up, and I want to separate them out. So we have just very clear procedure guidelines and also specific information. When it comes to okay, scheduling has scheduling rodent scheduling
65 00:13:19.080 ⇒ 00:13:34.720 Amber Lin: termite to have those information meaning like service duration service codes price estimates. So having those separate will make people nav make navigation a lot easier and make it easier for Andy. As well.
66 00:13:37.690 ⇒ 00:13:38.910 Amber Lin: So
67 00:13:45.150 ⇒ 00:13:53.340 Amber Lin: cancellations. Yeah, let me share this. Let me share screen with you, and then I’ll send this to you after our meeting
68 00:13:53.900 ⇒ 00:14:06.829 Amber Lin: currently my plan is to for these 3. So for escalation call list and cancellations, I want it to be in steps, and for each of the steps to have
69 00:14:06.960 ⇒ 00:14:34.200 Amber Lin: a script. And I think what we can do to make this update process faster is I’m gonna ask my team to fill these in, either with AI or with whatever, but we’ll mark it as AI. And then, when Janice and Shannon or you goes goes in to look at this, you’ll have something to edit off of, and that will be a lot faster than going from point 0. So
70 00:14:34.640 ⇒ 00:14:41.760 Amber Lin: we’ll fill in as much as possible. The different where we can insert the scripts.
71 00:14:42.490 ⇒ 00:14:45.689 Amber Lin: and then we can look at them together.
72 00:14:46.210 ⇒ 00:14:48.930 Amber Lin: So just want to get your thoughts on this.
73 00:14:48.930 ⇒ 00:15:00.080 YvetteRuiz: Yeah, no, definitely. So if I’m following this correctly. So I’m moving. Okay, this is, gonna take me. I guess I guess customers moving. I guess that’s what they would search for in AI.
74 00:15:00.927 ⇒ 00:15:05.959 YvetteRuiz: Then it’s gonna prompt them to the script. Right? I’m moving.
75 00:15:06.920 ⇒ 00:15:09.309 YvetteRuiz: And then, whatever that script is.
76 00:15:09.460 ⇒ 00:15:16.700 YvetteRuiz: that’s what it’s gonna give them right like, where are you moving to? Are you staying within the San Antonio area? Is, that is, am I following correctly.
77 00:15:17.090 ⇒ 00:15:17.480 Amber Lin: Yeah.
78 00:15:18.760 ⇒ 00:15:28.050 YvetteRuiz: Okay, yeah, no, definitely. I mean, I think again, 1, 2, 3, 4, it’s. It’ll just be so much easier. I know I have a
79 00:15:29.530 ⇒ 00:15:30.820 YvetteRuiz: I have some
80 00:15:32.870 ⇒ 00:15:57.609 YvetteRuiz: some peers and people that work at, you know, different companies. And I know one specifically that works at spectrum. And I know that they have a very slick system. I mean, it’s very hard to leave them without knowing. And and that is what they do. You know what I mean. They’re they’re canceling because of financial hardship. Okay? Then they go in there and say, Okay, well, they look at their package. And what what can they drop, or Hey, what can they do? You know what I mean? So
81 00:15:57.610 ⇒ 00:16:06.069 YvetteRuiz: that’s kind of what the the vision is. Here is. What, specifically, can we help these agents get to to offer a save.
82 00:16:08.220 ⇒ 00:16:37.649 Amber Lin: totally. Yeah, and I think we can clean this, we can probably clean this up to make it very clear of okay, offer save talk to number one doesn’t work. Offer number 2 and doesn’t work. Offer number 3, and then we’ll we’ll make it very clear for the agents what to do, and once we have the scripts ready we’ll we’ll give the instructions to Andy as well on how to offer these and how to guide the agents. So once we clear this, the next step will be to configure that. And Andy.
83 00:16:38.930 ⇒ 00:16:39.990 YvetteRuiz: Sounds good.
84 00:16:39.990 ⇒ 00:16:45.370 Amber Lin: Yeah. Okay. So do you want me to work on this with you or with Janice?
85 00:16:45.830 ⇒ 00:16:59.090 YvetteRuiz: I would prefer you work with me on this one because I feel like amber. Once we get the framework for this, it’s going to work for all of our agents, I mean all our departments truthfully, I mean, with some with some one offs here and there.
86 00:16:59.540 ⇒ 00:17:07.640 Amber Lin: Okay, yeah, totally for escalations and call list. These, I should work with you or with janice.
87 00:17:07.640 ⇒ 00:17:10.699 YvetteRuiz: That’s what, Janice, that’s what Janice and Jenny. Yeah.
88 00:17:10.700 ⇒ 00:17:12.139 Amber Lin: Okay, okay, sounds good.
89 00:17:12.700 ⇒ 00:17:17.919 Amber Lin: And I broke it down like I, I broke these down and I’m I’m gonna
90 00:17:18.270 ⇒ 00:17:27.989 Amber Lin: set. Get the structure with Janice and Shannon today, and then also give them a 1st draft, so we can edit on them together.
91 00:17:29.170 ⇒ 00:17:29.529 YvetteRuiz: Look at.
92 00:17:29.999 ⇒ 00:17:40.330 Amber Lin: Yeah, this, I I had a question on the overall structure of the central Doc. So I think that question starts from.
93 00:17:40.430 ⇒ 00:17:47.930 Amber Lin: what are the core Csr responsibilities. So so far, I know that they take care of
94 00:17:48.841 ⇒ 00:17:56.429 Amber Lin: they take care of answering people’s questions about services. Right? So that’s service information.
95 00:17:56.650 ⇒ 00:18:01.769 Amber Lin: and then they also take care of scheduling.
96 00:18:02.010 ⇒ 00:18:22.399 Amber Lin: And then there’s related questions to say accounts and billing. But this is not the billing account department. It just they relate these information to those departments. So I was wondering how I can best segment this based on the Csr’s responsibilities. And I think you’re the best person for me to ask.
97 00:18:22.400 ⇒ 00:18:37.010 YvetteRuiz: So. So no, the billing. I want to go back to the billing because our Csr’s so we have. And what? And this is what I have brought it to Janice the other day, so let me share. Let me show you something really quick. Amber.
98 00:18:37.010 ⇒ 00:18:37.960 Amber Lin: Share screen.
99 00:18:37.960 ⇒ 00:18:45.889 YvetteRuiz: Yes, I’m gonna share that with you. Hang in just one second. Actually, I’m meeting with my entire team tomorrow on this
100 00:18:46.550 ⇒ 00:18:52.060 YvetteRuiz: because we’re again. That’s just the big gaps that are missing, simplifying.
101 00:18:52.190 ⇒ 00:18:53.380 YvetteRuiz: Oh.
102 00:18:58.300 ⇒ 00:19:00.009 YvetteRuiz: oops! Hang on
103 00:19:04.210 ⇒ 00:19:06.069 YvetteRuiz: me! Saved it here!
104 00:19:06.450 ⇒ 00:19:07.650 YvetteRuiz: Sorry, Amber.
105 00:19:08.310 ⇒ 00:19:09.009 Amber Lin: Oh, good!
106 00:19:09.360 ⇒ 00:19:10.270 YvetteRuiz: Hang on.
107 00:19:11.600 ⇒ 00:19:13.209 YvetteRuiz: Where’s my file?
108 00:19:18.410 ⇒ 00:19:22.630 YvetteRuiz: Cause this? Could this could also be simplified so much.
109 00:19:23.020 ⇒ 00:19:27.689 Amber Lin: Purpose. Where is my meeting.
110 00:19:57.680 ⇒ 00:20:01.950 YvetteRuiz: Okay, I’m so sorry. I thought I had saved all this. I guess I did not.
111 00:20:02.280 ⇒ 00:20:03.710 YvetteRuiz: Okay.
112 00:20:04.320 ⇒ 00:20:07.460 YvetteRuiz: Here we go alrighty. I’m gonna share my screen. Now.
113 00:20:15.320 ⇒ 00:20:16.959 YvetteRuiz: can you see my screen? Amber.
114 00:20:17.232 ⇒ 00:20:18.159 Amber Lin: I can see it.
115 00:20:18.160 ⇒ 00:20:36.560 YvetteRuiz: Okay? So you know, in a nutshell here is. So Csr gets, we want our Csrs to be able to handle all the billing stuff that they possibly can. So like in here. This is everything that a Csr should be able to handle. So within that this should be in in the Central Docs with how to.
116 00:20:36.560 ⇒ 00:20:36.930 Amber Lin: Huh!
117 00:20:36.930 ⇒ 00:20:49.530 YvetteRuiz: Right. Okay? And then here, these are things that a Csr wouldn’t that would be escalated to our collections people all these little things under here and then down here.
118 00:20:50.130 ⇒ 00:20:58.800 YvetteRuiz: I’ll click right here, so like here are anything that would be escalated to the billing department, and then.
119 00:20:58.800 ⇒ 00:20:59.340 Amber Lin: Camera.
120 00:20:59.340 ⇒ 00:21:01.320 YvetteRuiz: Here are the others that would be
121 00:21:01.430 ⇒ 00:21:11.720 YvetteRuiz: escalated to the. So we have it in segment. So like, really, we should have this step by step in our central docs. You know what they’re capable of doing.
122 00:21:12.430 ⇒ 00:21:17.950 YvetteRuiz: and the next steps, if it’s something that falls under here, here’s where where it’ll go. You know what I mean.
123 00:21:17.950 ⇒ 00:21:18.320 Amber Lin: In, your.
124 00:21:18.320 ⇒ 00:21:41.480 YvetteRuiz: Calling in Amber today. And you’re asking for a certificate of insurance because I’m a commercial customer. Well, I should know that the Coi needs to be emailed here in order for my customer to get it. So I my response would be, Oh, yes, certificate of insurance. Here’s what I’m gonna do go ahead and get all the information that’s needed. Let me get your name, your address, all that. And then I’m gonna email it here. And then we’re gonna internally
125 00:21:41.610 ⇒ 00:21:43.070 YvetteRuiz: you follow. Do you follow me?
126 00:21:43.070 ⇒ 00:21:43.980 Amber Lin: Yeah, yeah.
127 00:21:44.190 ⇒ 00:22:00.164 YvetteRuiz: Yeah. And then, like any any credit referral. So like, if you’re a customer and you’re gonna get a credit on a referral, then I would be able to handle that call. I just need to know that in order for me to get that credit applied, I’m gonna have to email it to this department over here.
128 00:22:00.745 ⇒ 00:22:12.659 Amber Lin: Okay. Can you send? Is it possible for you to send me this list so I can just add it to Andy, and I’ll add it to the central dock. I’ll mark what items need to be. Expanded.
129 00:22:12.660 ⇒ 00:22:31.780 YvetteRuiz: Yeah. And I could probably just do like a little bit of red flags. Because amber today, what we have in the in the files is connected to this, but somehow, some way we should be able to simplify it and say, Okay, here’s everything. All our billing stuff right? And they should be able to handle it. Okay, how do I handle it? Right? And then.
130 00:22:31.780 ⇒ 00:22:32.120 Amber Lin: And that.
131 00:22:32.120 ⇒ 00:22:34.520 YvetteRuiz: How to kind of like the cancellation. Step by step.
132 00:22:35.280 ⇒ 00:22:55.659 Amber Lin: Yeah, totally. And for the other ones, it’s, how do you escalate like these following items need to escalate. Okay, how do you escalate each of them. What information do you need to collect connect? And which of them you directly just tell the customer I can’t handle? Is there anyone that that Csrs will say I can’t handle. Just call someone else.
133 00:22:56.346 ⇒ 00:22:58.910 YvetteRuiz: As far as like a service.
134 00:22:59.130 ⇒ 00:23:02.969 Amber Lin: Billing, they will still say, like I, I’ll get your information.
135 00:23:02.970 ⇒ 00:23:16.159 YvetteRuiz: They would handle everything from a customer experience. They would handle everything. They they should have this log right here, and they should be able to go in there and handle what needs to be handled. But if they can’t handle something, then the proper response is going to be
136 00:23:16.160 ⇒ 00:23:38.459 YvetteRuiz: like, if you have multiple. Let’s talk about this linked. I’ll give you this. So this linking existing account. So if you’re a customer of mine, Amber, and you say, hey? I own 3 other properties, and I need the billing to come to me. I wanted to come to one central location. I should be able to tell you absolutely. Let me go ahead and get all the information. What are the other properties? What is all this? What is all that?
137 00:23:38.460 ⇒ 00:23:42.910 YvetteRuiz: The customer doesn’t need to know that I need to send it anywhere else. They just need to know that I’m gonna help them get it.
138 00:23:42.910 ⇒ 00:23:43.390 Amber Lin: Take care!
139 00:23:43.390 ⇒ 00:23:44.910 YvetteRuiz: And then at the
140 00:23:45.790 ⇒ 00:23:55.869 YvetteRuiz: I can’t complete it. I help the customer. I just need to know that I sent all the detailed information to the billing department to make sure that they update everything based on what I what.
141 00:23:55.870 ⇒ 00:23:56.720 Amber Lin: Okay. Okay.
142 00:23:56.720 ⇒ 00:23:57.990 YvetteRuiz: Gave to him. Does that make sense.
143 00:23:57.990 ⇒ 00:24:01.140 Amber Lin: Oh, I see. Do the Csrs need to call back
144 00:24:01.250 ⇒ 00:24:03.520 Amber Lin: the customers after it’s the billing.
145 00:24:03.520 ⇒ 00:24:06.859 YvetteRuiz: Most of the time. They do not so like down here.
146 00:24:06.960 ⇒ 00:24:22.169 YvetteRuiz: It’s where it says like, if it’s they should be able to handle about 80% of the phone calls. But if it’s anything complex or billing like, let’s say, for instance, this, the the agent. The call just goes way too long. The Csr. Can’t help them. Then at that point they would be.
147 00:24:22.170 ⇒ 00:24:22.630 Amber Lin: In the same.
148 00:24:22.630 ⇒ 00:24:34.119 YvetteRuiz: You know, miss, Ever. What I’m gonna do here is I’m gonna investigate this further. I’m gonna go ahead and get this escalated to our billing specialists, and then what’s the best way for them to contact you? And then at that.
149 00:24:35.250 ⇒ 00:24:39.830 YvetteRuiz: for the most part, I should be able to handle everything that I have, but that’s
150 00:24:40.220 ⇒ 00:24:43.439 YvetteRuiz: time it’ll get escalated if it’s something more complex.
151 00:24:43.860 ⇒ 00:24:50.729 Amber Lin: Oh, okay, I see. I see that’s awesome. Where did you send this to me?
152 00:24:51.380 ⇒ 00:24:54.370 YvetteRuiz: Oh, I haven’t sent it yet. I’m going to.
153 00:24:54.370 ⇒ 00:24:55.060 Amber Lin: Okay.
154 00:24:55.060 ⇒ 00:25:08.649 YvetteRuiz: I would. Just this is what we’re tomorrow. I have a meeting with all my leaders, and I was gonna go. I was gonna go back and re re I was gonna go back and re go over this entire process with everybody to make sure that we’re still.
155 00:25:08.650 ⇒ 00:25:08.969 Amber Lin: You’re not.
156 00:25:08.970 ⇒ 00:25:12.020 YvetteRuiz: Because there’s a again, there’s a lot of gaps
157 00:25:12.290 ⇒ 00:25:16.170 YvetteRuiz: where Csrs are not handling what they’re supposed to, but that goes back.
158 00:25:16.170 ⇒ 00:25:16.569 Amber Lin: Thank you.
159 00:25:16.570 ⇒ 00:25:20.579 YvetteRuiz: That goes back to training that they weren’t trained correctly.
160 00:25:20.580 ⇒ 00:25:33.929 Amber Lin: I see. Okay, yeah. That’s why I wanted to confirm with you. I wanna list base the Central Doc off of all the Csr’s responsibilities cause they. They apparently cover more than just serve
161 00:25:34.510 ⇒ 00:25:38.549 Amber Lin: service. And it’s very important for us to also know that.
162 00:25:38.950 ⇒ 00:25:41.860 YvetteRuiz: Yep, okay. I’ll get this to you.
163 00:25:43.620 ⇒ 00:25:44.920 Amber Lin: Yeah. Awesome.
164 00:25:46.730 ⇒ 00:25:48.879 YvetteRuiz: I’m actually gonna share
165 00:26:05.770 ⇒ 00:26:07.820 YvetteRuiz: billing, billing.
166 00:26:30.550 ⇒ 00:26:33.550 YvetteRuiz: Do you want me just to email it to you, amber? Or how do you.
167 00:26:33.550 ⇒ 00:26:36.009 Amber Lin: Sure, yeah, that works either works.
168 00:26:37.890 ⇒ 00:26:39.202 YvetteRuiz: I’m sending you.
169 00:26:40.400 ⇒ 00:26:43.670 YvetteRuiz: I’m gonna send you Janice’s presentation.
170 00:26:48.510 ⇒ 00:26:55.459 YvetteRuiz: That pretty much covers everything that I just shared with you. And then here in a minute, I’m gonna share with you. Probably a cleaner version.
171 00:26:56.000 ⇒ 00:27:01.379 Amber Lin: Okay, is account management covered under billing. Or is that a different thing.
172 00:27:01.610 ⇒ 00:27:02.559 YvetteRuiz: Oh! What is that?
173 00:27:02.880 ⇒ 00:27:21.059 Amber Lin: Is account management covered under billing. Or is that a different, that a different thing? So account management, I think here it’s like contract entry follow up updating the program. Transfer of services to new homeowner linking accounts to new customer accounts are those related to billing.
174 00:27:21.356 ⇒ 00:27:25.680 YvetteRuiz: Yep, those that’s everything in that sheet. That I, the one, that oh, okay.
175 00:27:25.680 ⇒ 00:27:26.246 Amber Lin: With you.
176 00:27:26.530 ⇒ 00:27:27.000 Amber Lin: Awesome.
177 00:27:28.490 ⇒ 00:27:47.750 YvetteRuiz: But I think that what you’re reading off of that’s old, because that used to we used to use the term account man like we used to have someone in our department that was more experienced. But we we try to clean that up. We pretty much said our agents will be trained on everything, billing to be able to help a customer. And then, when they they need with these certain things that need
178 00:27:47.940 ⇒ 00:28:03.569 YvetteRuiz: the the stuff to be processed because we can’t process a lot of this stuff so like I can’t go in there and give you a credit. I can’t go in there and give you a refund. I’m just gonna be able to guide you through all that. But then that’s the stuff that I forward to our billing department to go ahead and get done. Does that.
179 00:28:03.570 ⇒ 00:28:04.070 Amber Lin: That makes sense.
180 00:28:04.070 ⇒ 00:28:04.989 YvetteRuiz: It would be.
181 00:28:04.990 ⇒ 00:28:05.320 Amber Lin: Mace.
182 00:28:05.320 ⇒ 00:28:19.599 YvetteRuiz: We would, we would. We’ve been wanting just to be able to transfer a call to billing and let them handle it. Everything from cradle to grave. But unfortunately, we’re not set up that way. We are the ones that have to take the majority of it. But then, also just know
183 00:28:19.740 ⇒ 00:28:24.399 YvetteRuiz: okay, how to handle it, and then how to send it to make sure that the loop gets closed when.
184 00:28:25.530 ⇒ 00:28:37.709 Amber Lin: I see. So that is something that we should clearly define in the billing section okay, like Csrs, your responsibilities is this don’t hand it to Billing before you got all these things.
185 00:28:37.710 ⇒ 00:28:46.790 YvetteRuiz: Absolutely. And step by step we’re just like that. And then then at the end of it, they should assure the customer that they’re going to go ahead and get that taken care of, and then they just pass
186 00:28:46.900 ⇒ 00:28:50.060 YvetteRuiz: whatever information needs to be done to him.
187 00:28:50.660 ⇒ 00:28:59.290 Amber Lin: Okay, awesome. Let me go get so I’ll take. I’ll extract all of the billing information
188 00:29:00.100 ⇒ 00:29:04.929 Amber Lin: in the Central. Doc. I’ll look at what you have, and then.
189 00:29:05.336 ⇒ 00:29:24.610 Amber Lin: I’ll I’ll try and give you something based on what we currently have. And maybe you can look at it to say, okay, this is outdated. This needs more documentation and then I can like, give you a structure, maybe for the, for the people that you’re meeting with for them to fill in, or maybe for you or someone else to fill in.
190 00:29:24.610 ⇒ 00:29:43.199 YvetteRuiz: That’d be great. Cause what I’m gonna do, whatever I emailed you right now, the presentation that Janice put together and the agenda says it in there. What can a Csr handle? What do you send to the billing department? And how does the Csr send billing department? So it clearly goes in there and says what Csr can handle and then what does Billing Department take over.
191 00:29:43.480 ⇒ 00:29:45.849 Amber Lin: Okay, okay, this is awesome.
192 00:29:46.304 ⇒ 00:29:49.649 Amber Lin: Does this include the list that you just showed me?
193 00:29:49.650 ⇒ 00:29:54.037 YvetteRuiz: No, I’m gonna share that with you. I just need to clean some things up just to make it a little bit more cleaner for you. Amber.
194 00:29:54.200 ⇒ 00:29:55.400 Amber Lin: Okay. All good.
195 00:29:56.590 ⇒ 00:29:58.080 Amber Lin: Yeah, let me.
196 00:30:11.710 ⇒ 00:30:27.079 Amber Lin: Okay, so can I get the in order of priority how I should work on things with Janice and Shannon. So should I prioritize, say, call lists or escalation flows? Or should I prioritize this billing part? First.st
197 00:30:27.390 ⇒ 00:30:33.329 YvetteRuiz: Let’s let’s work with the Billings the first.st Let’s knock this billing piece off, and then.
198 00:30:33.720 ⇒ 00:30:36.691 YvetteRuiz: You and I will work. You’ll work with them on the on the.
199 00:30:38.280 ⇒ 00:30:40.890 YvetteRuiz: I’m sorry I lost my train of thought. The billing call.
200 00:30:40.890 ⇒ 00:30:41.470 Amber Lin: Okay.
201 00:30:41.470 ⇒ 00:30:45.310 YvetteRuiz: Yeah. Yeah. And then cancelation. Yes, ma’am.
202 00:30:45.310 ⇒ 00:31:01.469 Amber Lin: Okay. Awesome. I know you probably have a meeting after this. Send me that email, and I’ll I’ll get a document together. And then, if you want, we can just book another meeting to specifically work on cancellations.
203 00:31:01.470 ⇒ 00:31:02.949 YvetteRuiz: Yeah, that’d be perfect.
204 00:31:02.950 ⇒ 00:31:07.940 Amber Lin: Okay, when would be best for you sometime, like from 2.
205 00:31:07.940 ⇒ 00:31:08.290 YvetteRuiz: Tuesday.
206 00:31:08.290 ⇒ 00:31:10.109 Amber Lin: To Thursday. What time works best.
207 00:31:10.373 ⇒ 00:31:14.319 YvetteRuiz: So that’s the thing. I’m only here. Monday, Tuesday. This week. I’m gonna be out.
208 00:31:14.320 ⇒ 00:31:14.680 Amber Lin: Okay.
209 00:31:14.680 ⇒ 00:31:24.950 YvetteRuiz: Rest of the week. So Monday next Monday we can book if you want to, a little bit longer, if you have the time, instead of 30 min. Maybe we do an hour. If you’re if you’re good with that.
210 00:31:26.570 ⇒ 00:31:31.160 Amber Lin: I think. Shh, that will be have that. That will have to be a little bit
211 00:31:31.320 ⇒ 00:31:36.470 Amber Lin: earlier. So we’ll start like 30 min earlier than we than we usually do.
212 00:31:36.470 ⇒ 00:31:38.180 YvetteRuiz: So at 10 o’clock, then.
213 00:31:38.370 ⇒ 00:31:39.140 Amber Lin: Yes.
214 00:31:39.300 ⇒ 00:31:39.700 YvetteRuiz: Bye, bye.
215 00:31:39.700 ⇒ 00:31:40.420 Amber Lin: Work.
216 00:31:40.420 ⇒ 00:31:44.160 YvetteRuiz: Yeah, that’s fine. So from 10 to 11, you and I can spend time.
217 00:31:44.290 ⇒ 00:31:45.859 YvetteRuiz: Okay, going through that.
218 00:31:45.860 ⇒ 00:31:48.729 Amber Lin: Awesome. I’ll adjust the.
219 00:31:48.730 ⇒ 00:31:50.849 YvetteRuiz: And that’s on the 7th right.
220 00:31:51.020 ⇒ 00:31:53.540 Amber Lin: Yeah, yes, it’s on the 7.th
221 00:31:53.540 ⇒ 00:31:54.940 YvetteRuiz: Yeah, okay.
222 00:31:58.050 ⇒ 00:32:08.379 YvetteRuiz: awesome. And then also, I know we meet Thursdays. Matt’s on vacation. I’m on vacation, and may maybe we just skip this Thursday meeting.
223 00:32:08.380 ⇒ 00:32:11.530 Amber Lin: Okay, yeah, I’ll let’s do that. So.
224 00:32:11.530 ⇒ 00:32:13.089 YvetteRuiz: And then we’ll resume.
225 00:32:13.710 ⇒ 00:32:15.449 YvetteRuiz: We’ll resume on the 10.th
226 00:32:18.380 ⇒ 00:32:19.449 YvetteRuiz: Does that work for you? Are you.
227 00:32:19.450 ⇒ 00:32:25.189 Amber Lin: Yeah, that’s that’s great. I also sent that one alright exciting.
228 00:32:25.764 ⇒ 00:32:29.220 YvetteRuiz: Alrighty! What anything else on your end, Miss Amber.
229 00:32:31.460 ⇒ 00:32:38.040 Amber Lin: think, I think that’s all anything else I have updates on. I’ll just send it in the group chat, or I’ll send you a video.
230 00:32:38.350 ⇒ 00:32:43.590 YvetteRuiz: Okay, no worries. Then I appreciate your help. You have a good rest of your week, Miss Amber.
231 00:32:43.590 ⇒ 00:32:44.599 Amber Lin: Yeah, you too.
232 00:32:44.600 ⇒ 00:32:45.600 YvetteRuiz: Thank you. Bye, bye.
233 00:32:45.600 ⇒ 00:32:46.340 Amber Lin: Bye.