Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-07-17 Meeting participants: read.ai meeting notes, MattBurns, Amber Lin, JanieceGarcia, Uttam Kumaran
WEBVTT
1 00:02:13.190 ⇒ 00:02:14.380 Amber Lin: Hi, there, Matt!
2 00:02:14.610 ⇒ 00:02:16.299 MattBurns: Hey, Amber, how are you?
3 00:02:16.300 ⇒ 00:02:18.460 Amber Lin: I’m good nice to see you again.
4 00:02:18.460 ⇒ 00:02:19.910 MattBurns: Good to see you.
5 00:02:20.050 ⇒ 00:02:23.849 Amber Lin: How was your vacation? Did you have a time off last week?
6 00:02:24.402 ⇒ 00:02:32.040 MattBurns: Actually a week before I was just tied up with other things. But had some time this week, so I thought I’d
7 00:02:32.760 ⇒ 00:02:36.064 MattBurns: catch up with you guys and listen in. See how we’re doing.
8 00:02:36.340 ⇒ 00:02:44.490 Amber Lin: Yeah, that’s awesome. And I mean, every week we’ll send out email updates. So even if you are unable to join this meeting, you’ll be able to see them.
9 00:02:44.790 ⇒ 00:02:54.970 MattBurns: Yeah. And I usually usually keep up with those. So that’s good. And I always meet with Yvette in person once a week or she catches me up on this. So.
10 00:02:55.440 ⇒ 00:02:56.100 Amber Lin: Okay.
11 00:02:56.100 ⇒ 00:02:56.940 MattBurns: Good stuff.
12 00:02:57.700 ⇒ 00:02:58.560 Amber Lin: That’s great.
13 00:02:58.780 ⇒ 00:02:59.440 Amber Lin: I’m just
14 00:03:00.000 ⇒ 00:03:07.390 Amber Lin: waiting for Yvette and maybe Janice to join. They’re probably caught up and in training, I assume.
15 00:03:07.800 ⇒ 00:03:10.260 MattBurns: Okay? Well, hopefully, we’ll give him a minute. There’s Janice.
16 00:03:10.420 ⇒ 00:03:11.050 Amber Lin: Okay.
17 00:03:12.240 ⇒ 00:03:13.440 Amber Lin: Hi, Janice.
18 00:03:14.700 ⇒ 00:03:19.430 JanieceGarcia: Sorry about that. I was hoping our new receptionist here, get set up. She’s taking calls.
19 00:03:19.710 ⇒ 00:03:20.750 Amber Lin: Yes, hey?
20 00:03:20.750 ⇒ 00:03:24.990 MattBurns: It so excited is she gonna be based in San Antonio? Janice.
21 00:03:24.990 ⇒ 00:03:32.010 JanieceGarcia: She is. Yes, sir, she is, and she’s she started Monday. She’s doing great.
22 00:03:32.430 ⇒ 00:03:34.090 MattBurns: Good to hear, good to hear.
23 00:03:34.290 ⇒ 00:03:36.080 JanieceGarcia: High Hopes Matt. High hopes.
24 00:03:36.370 ⇒ 00:03:37.330 MattBurns: Excellent.
25 00:03:38.220 ⇒ 00:03:43.370 JanieceGarcia: And Yvette did message me. She may not make the meeting.
26 00:03:43.690 ⇒ 00:03:46.899 JanieceGarcia: She’s with Michelle Matt.
27 00:03:48.720 ⇒ 00:03:49.380 MattBurns: Okay?
28 00:03:50.200 ⇒ 00:03:53.500 MattBurns: Well, we we know it’s not because she’s in trouble.
29 00:03:53.680 ⇒ 00:03:59.440 JanieceGarcia: Right? No, we know that. We know that for sure.
30 00:04:00.410 ⇒ 00:04:02.129 MattBurns: Okay? Well, then, Amber, I guess.
31 00:04:02.130 ⇒ 00:04:02.470 Amber Lin: Okay.
32 00:04:02.470 ⇒ 00:04:04.390 MattBurns: It’s probably just gonna be us then. So.
33 00:04:04.390 ⇒ 00:04:06.689 Amber Lin: Yeah, let’s get started.
34 00:04:06.690 ⇒ 00:04:07.100 MattBurns: Okay.
35 00:04:07.100 ⇒ 00:04:12.679 Amber Lin: Yeah. Okay, let me go share my screen right here.
36 00:04:14.150 ⇒ 00:04:16.420 JanieceGarcia: And I told you that I would take notes for her.
37 00:04:16.630 ⇒ 00:04:19.180 Amber Lin: Okay, sounds good.
38 00:04:19.940 ⇒ 00:04:23.040 Amber Lin: So, yes, please.
39 00:04:32.560 ⇒ 00:04:33.840 Amber Lin: Oh, okay.
40 00:04:34.270 ⇒ 00:04:35.370 Amber Lin: So
41 00:04:35.590 ⇒ 00:04:48.770 Amber Lin: also, starting off, we right now, we just start off each meeting to look at the usage numbers. So far. Our goal is to our 1st goal is to reach 2,000 sessions per month.
42 00:04:49.231 ⇒ 00:05:12.690 Amber Lin: So currently, for the last week. So from last Wednesday to this Wednesday we had around 100 usage, which is around 24% of reaching that monthly goal. So we know that the week before we had we seen a little bit of a dip. But we’re climbing back up. So that’s really good news. And
43 00:05:13.209 ⇒ 00:05:23.829 Amber Lin: I think we we constantly discuss between ourselves, like what is stopping them from using Andy. What can make them use it more? And also, I think
44 00:05:24.040 ⇒ 00:05:25.940 Amber Lin: this week, what
45 00:05:26.290 ⇒ 00:05:36.660 Amber Lin: is stopping us, stopping them from using Andy is actually that they are using the central dock more. That means that it’s actually good news for
46 00:05:37.161 ⇒ 00:06:06.559 Amber Lin: ABC, so that means that people are able to find what they need in the same place. And they didn’t have to hop around. So I think that’s a good indicator, though for me I would love to see the usage come up as well, because that means that they are getting used to this AI tool, and that will help us to achieve the goal later of every Csr being able to use Andy to search different knowledges across the across the divisions.
47 00:06:06.580 ⇒ 00:06:09.419 Amber Lin: We’ll get into that when we talk about mechanical.
48 00:06:11.540 ⇒ 00:06:22.055 Amber Lin: So here again are the top users for the last 14 days. I think Rosalinda is a overflow agent. She is using Andy a lot.
49 00:06:22.460 ⇒ 00:06:27.760 JanieceGarcia: No, she, Rosalinda, is not an overflow agent. She’s a brand new P. Past Csr.
50 00:06:27.890 ⇒ 00:06:28.740 Amber Lin: Wow!
51 00:06:28.740 ⇒ 00:06:38.680 JanieceGarcia: So her using it, we were able to start from the get go so she went straight from training into the central Doc and Andy, and not.
52 00:06:38.680 ⇒ 00:06:40.000 Amber Lin: Okay. Wow.
53 00:06:40.000 ⇒ 00:06:49.419 MattBurns: So, Janice? And that’s interesting, because that was the hope one. It would shorten the training process.
54 00:06:51.350 ⇒ 00:06:56.889 MattBurns: Have we listened to her calls to to? Really.
55 00:06:57.300 ⇒ 00:06:59.900 MattBurns: In other words, if she’s utilizing
56 00:07:00.110 ⇒ 00:07:03.800 MattBurns: Andy properly, and Andy’s got the right data
57 00:07:03.910 ⇒ 00:07:11.229 MattBurns: from the central dock and everything those calls should still be relatively smooth, and it should sound like
58 00:07:11.540 ⇒ 00:07:16.430 MattBurns: she’s a much more experienced person than she really is. Probably that would be the hope.
59 00:07:16.840 ⇒ 00:07:42.390 JanieceGarcia: That would definitely be the hope. You’re you’re right about that with Rosalinda. I have not monitored her, but I do know that Kenny and Michelle Laredo have been monitoring because Kenny is the one that’s been training with her. I do also know that she was able to get on the phones a little bit quicker than what we’re used to. So I can make that as a a primary for me.
60 00:07:42.390 ⇒ 00:07:50.319 MattBurns: Yeah, do do that just Janice. It’d be really interesting to say you know what she sounds like. She’s been here a year already. You know what I’m saying.
61 00:07:50.580 ⇒ 00:07:51.450 JanieceGarcia: Yes. Okay.
62 00:07:51.820 ⇒ 00:07:54.810 MattBurns: If it really speeds up the process.
63 00:07:55.180 ⇒ 00:08:00.330 MattBurns: That’s that’s fantastic. And again the hope to.
64 00:08:00.640 ⇒ 00:08:04.209 MattBurns: And I know I’m repeating myself. But so be it.
65 00:08:04.370 ⇒ 00:08:09.699 MattBurns: You know, the hope is that also because I talked to Yvette yesterday about really.
66 00:08:10.410 ⇒ 00:08:17.720 MattBurns: actually this morning. Sorry about really focusing on every
67 00:08:17.970 ⇒ 00:08:23.450 MattBurns: Csr being cross, trained in every discipline we have. And again.
68 00:08:23.890 ⇒ 00:08:31.800 MattBurns: the the areas where you’re not a primary. That’s where you got to utilize, Andy to to really get the
69 00:08:32.370 ⇒ 00:08:40.599 MattBurns: the all the factual data from the other areas. And I know that’s not built yet for some of the other areas. But again, that’s the goal and the hope. So.
70 00:08:41.490 ⇒ 00:08:42.169 JanieceGarcia: Right.
71 00:08:42.830 ⇒ 00:08:46.109 MattBurns: Okay, what about Sonia? Is she? What’s her experience? Low.
72 00:08:46.410 ⇒ 00:08:54.500 JanieceGarcia: Sonia has been with ABC for a couple of years now and Sonia is actually a lead in the pest department.
73 00:08:55.220 ⇒ 00:08:55.800 MattBurns: Good.
74 00:08:57.090 ⇒ 00:08:57.780 MattBurns: Okay.
75 00:08:59.270 ⇒ 00:09:20.790 Amber Lin: Okay, I wrote that down. And I wanna talk about the working session that we had with agents a bit later and definitely, I think we should include Rose Linda in that session as well. I’ll touch on that in a moment. So just to give a slightly bigger picture, this is still just for the these 2 months. We’re
76 00:09:20.960 ⇒ 00:09:22.670 Amber Lin: almost at.
77 00:09:22.790 ⇒ 00:09:30.420 Amber Lin: We’re approaching mid July. We’re approaching the end of July, and for July my goal was that
78 00:09:30.950 ⇒ 00:09:45.079 Amber Lin: we make sure that the Central doc is complete, and we make sure we include all the spreadsheets. So just to have that confidence that we can put every we. We know that everything is in there, and to work on
79 00:09:45.200 ⇒ 00:09:54.059 Amber Lin: building habits and making sure Csrs feel involved and have trust in Andy. And I do think we’re making a lot of great progress on that.
80 00:09:54.610 ⇒ 00:09:55.110 MattBurns: Good.
81 00:09:55.110 ⇒ 00:10:04.330 Amber Lin: So quick. Update for this sprint so far. So this week. The 1st working session with Janice and
82 00:10:05.590 ⇒ 00:10:13.409 Amber Lin: Janice and Shannon as we do each week. Each week we have 2 working sessions each an hour, and this week we showed them how to
83 00:10:13.740 ⇒ 00:10:28.230 Amber Lin: inspectors in the new master inspector sheet. So a quick recap that inspector sheet is an improvement from the original one that it lists out lists out each Zip code.
84 00:10:28.360 ⇒ 00:10:53.670 Amber Lin: and then each of the services. And so that way, we don’t have to navigate between tabs to see who is responsible for what is just very clear of this Zip code this person. And so this were this week we we updated walk through how to update that sheet. And I talked to Yvet, and I think
85 00:10:54.281 ⇒ 00:11:04.600 Amber Lin: they’re very excited to trans transition into this Inspector Sheet. This will help us in the future to help with automatically
86 00:11:04.970 ⇒ 00:11:16.619 Amber Lin: updating, say, inspectors, we talked about this last week with Steven. Say, someone is updating an inspector, they will submit a Google form. And we want to
87 00:11:16.740 ⇒ 00:11:30.631 Amber Lin: automate that process that updates this spreadsheet. And let’s and that will update stuff in evolve as well. So the core improvement is that the data structure here is much more
88 00:11:31.510 ⇒ 00:11:38.339 Amber Lin: it’s much simpler and easier for a system to ingest. So that is the main improvement.
89 00:11:39.000 ⇒ 00:11:40.340 JanieceGarcia: And then.
90 00:11:40.490 ⇒ 00:11:43.600 Amber Lin: Oh, sorry. I’m gonna pause here. If there’s any comments.
91 00:11:45.100 ⇒ 00:12:05.799 JanieceGarcia: I did want to just tell you, madam, I’m sure you’ve had told you this already, but I let her know, too, that whenever we did the walkthrough on the new sheet that Amber had created Amber and her team had created for the inspectors to where it shows everything what they can do in their zip codes. Us updating. That is just as simple as
92 00:12:06.100 ⇒ 00:12:18.639 JanieceGarcia: Yvette and I updating what she had already had. So I think it’s gonna be a really easy transition to go into that. So we don’t have it in multiple places. And we don’t have to wait on Amber and her team.
93 00:12:19.240 ⇒ 00:12:20.069 MattBurns: Good, good.
94 00:12:21.230 ⇒ 00:12:41.009 Amber Lin: Yeah. So the next working session, we, this is a new one that we are trying out right now. So our plan last week we said, we want to. Each week includes say, 2 to 3 Csrs in our working session and take their feedback and improve it right away.
95 00:12:41.010 ⇒ 00:12:58.029 Amber Lin: and we already have a channel with all the pet Csrs. And this week we had Eloy Joy and Noah, and we really did a lot of improvements in that section, and that boosted their confidence to use the Central Doc and use Andy.
96 00:12:58.270 ⇒ 00:13:01.210 JanieceGarcia: A lot more. I’ll show that in a moment.
97 00:13:01.600 ⇒ 00:13:09.160 Amber Lin: And we also started kicking a kickoff meeting for Andy, for the between the mechanical department.
98 00:13:09.270 ⇒ 00:13:11.350 Amber Lin: So with Tara and Cassandra.
99 00:13:11.570 ⇒ 00:13:12.240 MattBurns: Good.
100 00:13:12.380 ⇒ 00:13:21.799 Amber Lin: So this is how this is a quick overview of how updating the inspector sheet is like, so you can see here that it’s just the Zip code
101 00:13:21.960 ⇒ 00:13:29.731 Amber Lin: and the service. And then we tested it in. Andy and the update appeared really fast. Because this
102 00:13:30.270 ⇒ 00:13:35.750 Amber Lin: a machine is really accustomed to this type of layout is a lot easier for a machine.
103 00:13:35.930 ⇒ 00:13:41.110 Amber Lin: And so next up, I’m gonna hand this over to the trainers. Make sure everybody knows how to use it.
104 00:13:42.340 ⇒ 00:13:43.590 Amber Lin: and
105 00:13:43.820 ⇒ 00:13:55.090 Amber Lin: the next one. This is the working session we had with Eloy, Joy and Noah, and in there we had many updates that we made directly to the Central Doc, which helps them
106 00:13:55.170 ⇒ 00:14:14.920 Amber Lin: use their training documents a lot better. So I think that will ultimately help the training, because, I also find that when I’m training new project managers, it’s how they see the documents and not what I think document is best for them. So, having their feedback in the process is really great.
107 00:14:16.250 ⇒ 00:14:17.050 JanieceGarcia: Agreed.
108 00:14:18.560 ⇒ 00:14:19.430 Amber Lin: So
109 00:14:19.580 ⇒ 00:14:34.389 Amber Lin: we were also able to start building a dashboard with the new 8 by 8 data. We’re still waiting on the transfer from Tim. I’ve heard you’ve had told me a few times that Tim said. He will send it today, but I know Tim’s really busy, so I
110 00:14:34.590 ⇒ 00:14:51.879 Amber Lin: I I think Monday or Tuesday. He’s if I told me Tim was. Gonna get back to me on Tuesday haven’t heard back yet, so it will be great if one of you can check in with Tim Tim again to see if he can give us a transcript and then next week
111 00:14:52.470 ⇒ 00:15:15.389 Amber Lin: we wanted to set up the initial infrastructure for mechanical so that we can get Andy for them as soon as possible, and then I know Yvette is working with Billing to get that in place, so I wanted to see if I can help her with that and also we want to incorporate the remaining spreadsheets. So especially for the service areas.
112 00:15:16.790 ⇒ 00:15:23.449 MattBurns: Yeah, we talked about the billing she’s getting the feedback from Julie, and that’s that’s in process so good.
113 00:15:23.450 ⇒ 00:15:24.160 Amber Lin: Okay.
114 00:15:24.280 ⇒ 00:15:48.759 Amber Lin: yeah, that’s awesome. And I just confirmed with mechanical. Tara has shared all the mechanical documents with us, and that lets us to get initial central Doc set up for mechanical, and I think we’ll have a testing version of Andy available for mechanical pretty soon. And honestly, the this we probably can have overflow agents.
115 00:15:49.186 ⇒ 00:16:03.129 Amber Lin: Test, if they can answer mechanical questions. That’s a hope that I have at least as we integrate into mechanical to at least have pests and mechanical being able be able to overflow a lot easier.
116 00:16:04.590 ⇒ 00:16:10.496 JanieceGarcia: And we do. We actually do have quite a few overflow agents for mechanical
117 00:16:11.940 ⇒ 00:16:16.469 JanieceGarcia: so I think that’ll I think that’ll be an easy testing.
118 00:16:16.620 ⇒ 00:16:17.350 Amber Lin: Okay.
119 00:16:17.480 ⇒ 00:16:18.470 JanieceGarcia: Hi! It’s awesome.
120 00:16:18.470 ⇒ 00:16:21.210 Uttam Kumaran: Hey? Sorry I was just running late.
121 00:16:22.060 ⇒ 00:16:22.619 Uttam Kumaran: Hey, Matt.
122 00:16:22.620 ⇒ 00:16:23.250 Amber Lin: Hello!
123 00:16:23.660 ⇒ 00:16:25.850 MattBurns: Hi! How are you doing, sir?
124 00:16:25.850 ⇒ 00:16:26.690 Uttam Kumaran: Good.
125 00:16:28.600 ⇒ 00:16:30.729 Amber Lin: We’re at the end of our presentation.
126 00:16:30.730 ⇒ 00:16:31.349 Amber Lin: Cool? Yeah.
127 00:16:31.596 ⇒ 00:16:32.579 Uttam Kumaran: We had a good.
128 00:16:32.580 ⇒ 00:16:48.170 Uttam Kumaran: We had a good kick off meeting with mechanic. Oh, you guys, you guys are just saying that, too. Yes, that’s what I wanted to come here and say, and I’m I’m excited to sort of take a lot of our learnings and apply the same thing. So I feel like we’ve 1st squash in the last few weeks a lot of like the core
129 00:16:48.320 ⇒ 00:16:49.936 Uttam Kumaran: sort of issues. And
130 00:16:50.630 ⇒ 00:16:57.520 Uttam Kumaran: yeah, I think usage is going up. I’m I’m subscribed to a lot of the emails that Janice is sending about the leaderboard and stuff like that. So
131 00:16:59.400 ⇒ 00:17:00.579 MattBurns: Good, really awesome.
132 00:17:00.580 ⇒ 00:17:05.689 MattBurns: I’m glad the mechanical kickoffs going well. Tara is the one to work with. She’s really good at it, so.
133 00:17:05.970 ⇒ 00:17:06.300 Amber Lin: Yeah.
134 00:17:06.300 ⇒ 00:17:06.700 MattBurns: Good.
135 00:17:06.700 ⇒ 00:17:22.779 Amber Lin: They are so, or they already have so much stuff organized. They’re like, Oh, these are the different questions in different sections, like, Oh, we were just gonna ask you for that. She already had it. And now we got all the documents, and I think it. We already know what we need to set up, so it’ll be pretty quick.
136 00:17:23.119 ⇒ 00:17:24.099 MattBurns: Very good.
137 00:17:28.220 ⇒ 00:17:39.650 Amber Lin: Okay, opening the floor for questions. I’ll send out. I’ll send out an update email as always, on Friday, so that anyone who missed this meeting can get caught up on our progress.
138 00:17:39.650 ⇒ 00:17:41.969 Uttam Kumaran: Yeah, I think my, probably my one question is so.
139 00:17:42.290 ⇒ 00:17:53.429 Uttam Kumaran: I guess, Matt, if you can walk through so apart from mechanical like, what are the other departments? And maybe as part of this amber. It would be great to sort of like almost set a stopwatch on like. How now that we’re able to do the steps.
140 00:17:53.820 ⇒ 00:17:54.160 Amber Lin: I can tell.
141 00:17:54.740 ⇒ 00:17:55.649 Uttam Kumaran: To kind of
142 00:17:56.080 ⇒ 00:18:06.759 Uttam Kumaran: build almost a procedural process on, like what people would need to provide us to enable them. Because that’s almost something. I think we can. One probably send to the departments ahead of time, and they can do some.
143 00:18:07.150 ⇒ 00:18:11.589 Uttam Kumaran: but we can also start to plan, you know, towards that.
144 00:18:12.630 ⇒ 00:18:16.076 MattBurns: Yeah, for sure. You know.
145 00:18:16.880 ⇒ 00:18:27.569 MattBurns: as far as major departments we’ve only got the 4 pest mechanical home improvement and lawn but
146 00:18:27.780 ⇒ 00:18:32.731 MattBurns: past is probably overall the one that’s
147 00:18:34.400 ⇒ 00:18:37.960 MattBurns: The service lines are all fairly consistent.
148 00:18:39.060 ⇒ 00:18:39.800 MattBurns: Whereas
149 00:18:40.070 ⇒ 00:18:48.050 MattBurns: home improvement. You’ve got everything from handyman work to pool service to power watch so a little bit different.
150 00:18:48.050 ⇒ 00:18:48.720 Uttam Kumaran: Yeah.
151 00:18:48.720 ⇒ 00:18:54.280 MattBurns: Lawn has some similarity to pest. So I I think that’ll be fairly quick.
152 00:18:54.894 ⇒ 00:19:03.410 MattBurns: But yeah, I agree with you. There’s no reason that we can’t start gathering things, particularly
153 00:19:04.120 ⇒ 00:19:10.710 MattBurns: using mechanical kind of as the model. Okay, well, here’s what we got from mechanical and
154 00:19:10.890 ⇒ 00:19:18.410 MattBurns: we can talk to Yvette about that, Janice, in terms of yeah, let’s get with Patricia and Lon, and
155 00:19:19.540 ⇒ 00:19:24.340 MattBurns: probably Brenda in home improvement at. Say, you know, just kinda
156 00:19:24.440 ⇒ 00:19:27.829 MattBurns: start gathering the documents start putting them together.
157 00:19:28.830 ⇒ 00:19:34.890 MattBurns: those kind of things. So yeah, good idea. I think we can expedite that by
158 00:19:35.010 ⇒ 00:19:38.390 MattBurns: just starting to gather information right now.
159 00:19:39.770 ⇒ 00:19:51.244 Amber Lin: Yeah, sounds great, I know, or a while back we also talked about. Say, Hr, or finance, I think the process will be slightly different. But
160 00:19:52.050 ⇒ 00:19:58.409 Amber Lin: like we can have that in the back burner as well, so that we remember there’s other departments as well.
161 00:19:58.760 ⇒ 00:20:00.090 MattBurns: True. True.
162 00:20:00.300 ⇒ 00:20:01.470 MattBurns: Yeah, I think.
163 00:20:01.470 ⇒ 00:20:02.040 Amber Lin: Okay.
164 00:20:03.130 ⇒ 00:20:03.960 MattBurns: Again.
165 00:20:04.120 ⇒ 00:20:04.960 MattBurns: Yeah.
166 00:20:05.810 ⇒ 00:20:10.810 MattBurns: Who, Tom? We we also talked just a little bit about one of the higher usage
167 00:20:11.578 ⇒ 00:20:17.150 MattBurns: people in past is somebody who’s brand new, who we just put on the phone. So that kind of reinforces
168 00:20:17.630 ⇒ 00:20:19.030 MattBurns: the fact that
169 00:20:19.840 ⇒ 00:20:27.709 MattBurns: you know, getting new people used to it early can get them in the process quicker. That’s what Rosa Linda.
170 00:20:28.210 ⇒ 00:20:31.450 MattBurns: She’s 1 of the new people, and she’s already
171 00:20:31.610 ⇒ 00:20:37.309 MattBurns: on the phone. And I think one of the reasons she’s able to do that is because Andy’s got the support.
172 00:20:37.570 ⇒ 00:20:40.869 MattBurns: you know, for her, her overall just
173 00:20:41.120 ⇒ 00:20:44.950 MattBurns: lack of experience. It’s gonna just gonna help tremendously. So.
174 00:20:44.950 ⇒ 00:20:45.480 Uttam Kumaran: Yeah.
175 00:20:46.970 ⇒ 00:20:53.640 Uttam Kumaran: Yeah, and I don’t know whether there’s some way of of measuring that on your side. But I’m I’m hopeful that one of the things we talked about originally was
176 00:20:54.461 ⇒ 00:20:58.554 Uttam Kumaran: not only the speed to sort of like
177 00:20:59.340 ⇒ 00:21:06.490 Uttam Kumaran: you know, like really well understanding, but hopefully, you know also the retention. I know one of the issues we talked about. Janice early on was.
178 00:21:06.840 ⇒ 00:21:28.879 Uttam Kumaran: You know, the folks take 6 months to train, and they’re usually a lot. There’s a lot of attrition after maybe a year and a half, and so I know that that sort of indicator may take a while, but I’m hopeful that getting up to speed faster is something that like we’ll start to see people getting, I think. Ideally, maybe the measurement is like, are they getting to the volume that you would expect someone who’s now in the post training to get to faster.
179 00:21:29.940 ⇒ 00:21:30.540 Uttam Kumaran: You know.
180 00:21:30.540 ⇒ 00:21:51.219 JanieceGarcia: So I did. I, Matt had asked if we were monitoring, or if I was monitoring. If I’ve heard any of those calls I am. Gonna make it a priority. And Matt knows I do what’s called a 30, 60, and 90 day review with them with all the new hires and her 30 day review is actually this month.
181 00:21:51.528 ⇒ 00:22:16.820 JanieceGarcia: So what I plan on doing, especially with the past Csrs that are coming in and starting with Andy and and getting this information is putting that in there. How are they liking Andy? What are what are they seeing? So are they using it, getting their feedback on that as well. And then Yvette’s in the 90 Day Review. So when she has her 90 day review, I’m pretty sure that that’s gonna be something that Yvette will automatically
182 00:22:16.820 ⇒ 00:22:21.870 JanieceGarcia: ask as well. But we’ll we will definitely want to know that feedback.
183 00:22:22.410 ⇒ 00:22:23.619 JanieceGarcia: Do you have sort of a
184 00:22:23.620 ⇒ 00:22:27.029 JanieceGarcia: a lot of the feedback that we do see, and we we get sometimes.
185 00:22:28.380 ⇒ 00:22:29.230 Uttam Kumaran: Sorry I got it.
186 00:22:29.570 ⇒ 00:22:31.575 JanieceGarcia: You’re freezing, or is it me?
187 00:22:32.580 ⇒ 00:22:35.110 Uttam Kumaran: Maybe. But go, I go finish your thought, finish your thought.
188 00:22:35.690 ⇒ 00:22:39.220 JanieceGarcia: No, no, no, I was just gonna say, but even
189 00:22:40.770 ⇒ 00:22:43.480 Uttam Kumaran: I don’t know what I was. Gonna say, now, I’m sorry.
190 00:22:43.540 ⇒ 00:22:44.680 Uttam Kumaran: That’s okay. I was.
191 00:22:45.090 ⇒ 00:22:53.829 Uttam Kumaran: I guess I was gonna ask about like, do you have like the volume? Expectations for folks as they go through the 30, 60, 90 days, does it like?
192 00:22:54.090 ⇒ 00:23:04.250 Uttam Kumaran: Are are they taking as many calls as they like, I as I’m kind of understanding the scheduling aspect, maybe something that now that we have the 8 by 8 data, we could start to look at
193 00:23:04.430 ⇒ 00:23:10.240 Uttam Kumaran: how much, how many calls they’re taking in versus when they started, and start to see if there’s any sort of shortening.
194 00:23:10.450 ⇒ 00:23:27.030 JanieceGarcia: Shortening on it. I can definitely look at that because our Dcrs are going to show us that, anyway, on what what is their call intake. And then what’s their handle? Time? So I’ll be able to see the difference between those 1st few months, those that 90 days and compare it.
195 00:23:27.420 ⇒ 00:23:33.169 JanieceGarcia: and with her being the 1st one. But I know we’re bringing in new Csrs for past
196 00:23:33.440 ⇒ 00:23:40.769 JanieceGarcia: still. So it’ll be good to see. Okay, how are they working when they’re, you know, with all of them coming in now.
197 00:23:40.770 ⇒ 00:23:41.790 Uttam Kumaran: Okay. Okay.
198 00:23:42.110 ⇒ 00:24:05.983 JanieceGarcia: But I do know with her already being on the phone. I do get what we call kickbacks. So any type of you know contract entry. If they’re entering things wrong, if they’re not putting their notes, that they’re scheduling stuff wrong. I do get a lot of that, and I will tell you that since I’ve known that she’s been on the phones I have not received any kickbacks from her. I don’t want her, but
199 00:24:07.080 ⇒ 00:24:08.510 JanieceGarcia: but yeah, so.
200 00:24:09.290 ⇒ 00:24:19.000 Uttam Kumaran: Yeah. And if there’s anyone else starting new that we can sort of watch, that’s sort of starting in this new environment that’d be kind of great. We can start to flag them and just take a look at the data ourselves, as well.
201 00:24:19.790 ⇒ 00:24:20.779 MattBurns: Yeah, I was
202 00:24:21.290 ⇒ 00:24:32.200 MattBurns: And and the reason I think, Janice, we we wanna listen to her calls is really is okay. Does she sound like somebody that’s been doing this for, you know, a year already, or 6 months, or whatever. And
203 00:24:32.995 ⇒ 00:24:35.469 MattBurns: you would. You would think.
204 00:24:35.930 ⇒ 00:24:36.610 Uttam Kumaran: Yeah.
205 00:24:37.020 ⇒ 00:24:38.669 MattBurns: That that Andy would certainly.
206 00:24:38.670 ⇒ 00:24:39.290 Uttam Kumaran: Yeah.
207 00:24:39.290 ⇒ 00:24:43.839 MattBurns: Help reinforce her, her con, give her confidence and so forth. Yeah.
208 00:24:44.650 ⇒ 00:24:54.670 MattBurns: good. Good. And I know the team has really talked a lot about cancellations, and how we can.
209 00:24:55.370 ⇒ 00:25:01.789 MattBurns: you know, talk to the customers when they want to cancel about alternatives or just different ideas, different things. And
210 00:25:01.950 ⇒ 00:25:07.429 MattBurns: that is where again it’s almost like every time the word cancellation is mentioned.
211 00:25:07.690 ⇒ 00:25:16.439 MattBurns: Okay, pull up, Andy. Here’s your list of suggestions. Here’s your steps you could take, and whatever. And you know again, that’s a measurable
212 00:25:16.770 ⇒ 00:25:18.799 MattBurns: improvement where we can.
213 00:25:18.940 ⇒ 00:25:25.899 MattBurns: you know, almost put some dollars to it. And it’s interesting. Evolve is now, actually, they’re releasing it tonight.
214 00:25:26.670 ⇒ 00:25:33.310 MattBurns: Kind of a a new cancellation metrics report, so that I think we’ll have a lot better.
215 00:25:33.730 ⇒ 00:25:34.290 Uttam Kumaran: Okay.
216 00:25:34.290 ⇒ 00:25:38.299 MattBurns: Data to say, what is our true cancellation rate?
217 00:25:38.600 ⇒ 00:25:43.520 MattBurns: And can we make some inroads into that? If the Csr is equipped
218 00:25:43.710 ⇒ 00:25:51.540 MattBurns: to give a lot of alternatives or suggestions as to how to prevent that cancel from happening. So that’ll be, too. So.
219 00:25:52.440 ⇒ 00:25:54.930 Amber Lin: Okay, I’ll make sure to note that.
220 00:25:55.190 ⇒ 00:25:56.639 MattBurns: Good, good.
221 00:25:59.390 ⇒ 00:26:05.009 Uttam Kumaran: Okay, great, I mean, is there anything else we can be helpful with like? Let me know.
222 00:26:05.790 ⇒ 00:26:11.469 MattBurns: Definitely. Yep, yeah, we’ll keep our keep our thinking caps on, so to speak.
223 00:26:12.130 ⇒ 00:26:21.879 JanieceGarcia: For sure I will. I just want to say I’ve really enjoyed the working sessions that we’ve been doing. Amber, and I have seen a lot of progress. And it is
224 00:26:22.420 ⇒ 00:26:28.129 JanieceGarcia: there is so much going on and so many projects. So it’s it’s definitely good to
225 00:26:28.870 ⇒ 00:26:31.220 JanieceGarcia: keep in the routine that I’ve been going in
226 00:26:32.110 ⇒ 00:26:34.000 JanieceGarcia: so, and being able to work with you, it’s
227 00:26:34.460 ⇒ 00:26:36.550 JanieceGarcia: keeping everything where it needs to be. Yay.
228 00:26:36.550 ⇒ 00:26:38.329 Amber Lin: Hey? I’m glad to hear that.
229 00:26:39.180 ⇒ 00:26:40.149 MattBurns: Good to hear.
230 00:26:41.310 ⇒ 00:26:41.830 MattBurns: All right.
231 00:26:42.160 ⇒ 00:26:43.040 MattBurns: Well, thank you.
232 00:26:43.540 ⇒ 00:26:44.779 Uttam Kumaran: Thank you.
233 00:26:44.780 ⇒ 00:26:46.379 MattBurns: Have a good weekend bye.
234 00:26:46.380 ⇒ 00:26:47.010 MattBurns: Thank you. Bye.
235 00:26:47.010 ⇒ 00:26:47.760 Amber Lin: Bye.