Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-07-25 Meeting participants: Uttam Kumaran, Amber Lin, MattBurns, read.ai meeting notes, YvetteRuiz, JanieceGarcia
WEBVTT
1 00:00:24.070 ⇒ 00:00:25.059 Amber Lin: Hi, there, Matt!
2 00:00:26.560 ⇒ 00:00:28.400 MattBurns: Hi, Amber, good afternoon. How are you?
3 00:00:28.400 ⇒ 00:00:32.879 Amber Lin: Good afternoon together. We are ABC colors today.
4 00:00:32.880 ⇒ 00:00:33.870 MattBurns: That’s right.
5 00:00:34.358 ⇒ 00:00:36.309 Amber Lin: How was your week?
6 00:00:37.090 ⇒ 00:00:39.540 MattBurns: Good. Good. How about yourself?
7 00:00:40.290 ⇒ 00:00:41.430 YvetteRuiz: So sorry.
8 00:00:42.130 ⇒ 00:00:42.960 Amber Lin: Hi! There!
9 00:00:43.220 ⇒ 00:00:45.940 YvetteRuiz: Hi! I’m so sorry I was trying to wrap up my other meeting.
10 00:00:46.321 ⇒ 00:00:48.990 Amber Lin: No worries. We also just got in.
11 00:00:51.186 ⇒ 00:00:54.753 YvetteRuiz: There she is. She was in a meeting, too.
12 00:00:57.260 ⇒ 00:01:04.449 YvetteRuiz: We were trying to wrap up our routing, meeting Matt as far as like who’s gonna be joining that routing team. So.
13 00:01:08.080 ⇒ 00:01:08.910 Amber Lin: Okay.
14 00:01:09.190 ⇒ 00:01:09.783 YvetteRuiz: All right.
15 00:01:10.350 ⇒ 00:01:12.450 MattBurns: I know Steven’s off today, so he won’t.
16 00:01:12.450 ⇒ 00:01:12.870 YvetteRuiz: Yes.
17 00:01:13.400 ⇒ 00:01:13.770 MattBurns: Okay.
18 00:01:15.400 ⇒ 00:01:16.310 Amber Lin: All right.
19 00:01:16.833 ⇒ 00:01:23.449 Amber Lin: I’ll share some good news today, and also want us to discuss some. Not so good
20 00:01:23.640 ⇒ 00:01:32.740 Amber Lin: news. I will. I want us to discuss the usage on Andy, and then we can also talk about how we’re gonna
21 00:01:33.423 ⇒ 00:01:40.200 Amber Lin: how it will look like for future departments. So good and bad discussions.
22 00:01:41.470 ⇒ 00:01:45.540 Amber Lin: So right here, we’re gonna start off with the usage of Andy.
23 00:01:46.240 ⇒ 00:01:53.919 Amber Lin: So you can see I put in a column for total call volume for the pest department, since we already got that data.
24 00:01:54.340 ⇒ 00:02:00.530 Amber Lin: and I’ve also put the usage for the last 2 week periods.
25 00:02:00.850 ⇒ 00:02:05.680 Amber Lin: So we’ve seen that the usage has fallen from
26 00:02:05.910 ⇒ 00:02:12.299 Amber Lin: the 2 week period before, and we are lagging behind our goals.
27 00:02:13.230 ⇒ 00:02:14.340 Amber Lin: And
28 00:02:14.860 ⇒ 00:02:29.090 Amber Lin: I want to talk about what are the potential causes and have a discussion about how we want to solve this. I have. I have a few ideas that I want to present, and I also want to hear from you guys what we think.
29 00:02:29.420 ⇒ 00:02:32.540 Amber Lin: So one of the top reasons
30 00:02:32.990 ⇒ 00:02:37.940 Amber Lin: why usage has fallen is that our top users
31 00:02:38.090 ⇒ 00:02:53.750 Amber Lin: are not using it as much. Usually we have a lot of usage because we have a few power users that use Andy a lot. So across the board usage has been falling but
32 00:02:54.970 ⇒ 00:03:02.060 Amber Lin: and then I think another point is that because we have now the central doc that’s shared across all the agents.
33 00:03:02.520 ⇒ 00:03:02.890 YvetteRuiz: Are you?
34 00:03:02.890 ⇒ 00:03:15.209 Amber Lin: It’s a it’s able to answer the questions of the agents a lot better, and hence a lot of times they don’t need to. They don’t go to Andy. So I think that’s also a reason why usage has fallen.
35 00:03:16.139 ⇒ 00:03:42.920 Amber Lin: There’s also a bit slightly less call volume compared to the previous 2 weeks, which means there’s less demand to answer those questions and ask Andy. And lastly, it’s just I know now that Andy can answer most of the questions, because I’ve been working very closely with Janice and Shannon, and we’ve been able to see that Andy answers whatever is in the Central Doc.
36 00:03:43.536 ⇒ 00:03:48.119 Amber Lin: Pretty much every single time, and it also gives the instructions
37 00:03:48.230 ⇒ 00:03:52.759 Amber Lin: that one would need. So people just don’t yet have the habits
38 00:03:53.260 ⇒ 00:04:06.519 Amber Lin: of using it. And most importantly, it’s not a part of their workflow. It’s just a nice to have that they can use, Andy, but they don’t have to use Andy, and and it’s not a part of how they work.
39 00:04:06.920 ⇒ 00:04:16.349 Amber Lin: So I wanted to stop here and hear from you guys what you think about this current situation, how we can, how we can improve that.
40 00:04:18.459 ⇒ 00:04:43.489 YvetteRuiz: Okay, well, I’ll I’ll jump in here because I would have thought we would have had more usage on here because of everything. We’ve already kind of been talking about. You know, you guys, I I’m actually curious to hear this last meeting that you guys had with these agents. How did that go? Because I’m not getting those recaps. What? What came out of that like? What feedback? I know that we talked about the 1st group. But go ahead, Janice.
41 00:04:43.790 ⇒ 00:04:48.840 JanieceGarcia: So I will say with the 1st group was really really good. The second group
42 00:04:48.980 ⇒ 00:05:03.630 JanieceGarcia: there was hardly any anything given in. We literally were having to ask and pull the one thing that did come out and it was from Ryan being an overflow agent is that she’s going straight to the central dock.
43 00:05:04.090 ⇒ 00:05:19.510 JanieceGarcia: And that was something that I kind of felt. Okay, if we open the central dock up to them, that’s what’s gonna happen because they’re used to. And that’s exactly what Ryan said. She was like. I’m used to opening up the sheets and just going to the sheet and finding it myself.
44 00:05:19.680 ⇒ 00:05:20.980 JanieceGarcia: So it’s
45 00:05:21.530 ⇒ 00:05:38.629 JanieceGarcia: okay. But we want you. And and we said it. I definitely even said it, too, is, we want you guys to ask, Andy. We don’t want you to have to go and search that entire document. We want you to ask Andy, so you can get the answers. But it is, it’s it’s the habit, and how.
46 00:05:38.630 ⇒ 00:05:39.709 YvetteRuiz: It is to happen.
47 00:05:40.145 ⇒ 00:05:40.580 JanieceGarcia: Okay.
48 00:05:40.580 ⇒ 00:06:10.340 YvetteRuiz: And that’s what I kind of figured, because even when when we 1st created the chat, what was everyone’s feedback is, they went in there. And they said, Well, I’m used to going here. It’s gonna get some time getting used to doing this. So they they’re so trained. And how long does it take to break a habit? But we have got to be the ones redirecting everyone. So I don’t. Wanna I do. And I don’t want to open up the Central docs because I do feel like it needs to come from us to really start redirecting our people to ask the questions over here.
49 00:06:10.750 ⇒ 00:06:13.280 JanieceGarcia: So can I give an idea.
50 00:06:13.820 ⇒ 00:06:27.640 JanieceGarcia: Which I had thought about before, and I think Amber and I had talked about this early on, too, and one of our work sessions is, instead of just going in and opening the central dock, keeping the test skills and zip available for them.
51 00:06:28.410 ⇒ 00:06:34.879 JanieceGarcia: And that you know as well as the inspector, master Sheet available for them. But everything else.
52 00:06:35.810 ⇒ 00:06:41.250 JanieceGarcia: They’re getting the answers. They’re getting exactly what is in Andy. And so
53 00:06:41.650 ⇒ 00:06:48.230 JanieceGarcia: could we go back to doing that to where that’s gonna help build that habit and break the old ones.
54 00:06:48.650 ⇒ 00:06:54.129 MattBurns: Well, let me let me ask a a question. I mean Andy is giving his answers
55 00:06:54.610 ⇒ 00:06:58.019 MattBurns: by what is in the central dock. Correct.
56 00:06:58.160 ⇒ 00:06:59.033 JanieceGarcia: Yes, sir.
57 00:06:59.810 ⇒ 00:07:05.130 MattBurns: So I would just think that would be quicker
58 00:07:05.680 ⇒ 00:07:09.149 MattBurns: than searching the Central dock yourself right.
59 00:07:09.300 ⇒ 00:07:11.339 YvetteRuiz: Exactly just habit, Matt.
60 00:07:11.730 ⇒ 00:07:19.225 YvetteRuiz: We’re finding is that they’re so used to going into the search key going that way versus pulling Andy up.
61 00:07:20.440 ⇒ 00:07:21.840 MattBurns: Yeah, I would. Just.
62 00:07:22.220 ⇒ 00:07:27.330 MattBurns: You’re right. It’s a habit, but we, I think we need to impress upon them that
63 00:07:28.040 ⇒ 00:07:31.729 MattBurns: it’s just a lot quicker to ask Andy, why, why would you want to search.
64 00:07:32.590 ⇒ 00:07:33.040 JanieceGarcia: Right.
65 00:07:33.040 ⇒ 00:07:40.519 MattBurns: Doc, when Andy can give you the answer. That much I would think it’d be in some cases a good bit quicker.
66 00:07:40.790 ⇒ 00:08:08.119 JanieceGarcia: Well, and I’m glad you said that, too, Matt, because that was actually something. Whenever we were talking about. Why are you guys going to the Central Doc and not using Andy. I think it was Tiffany that had said, Well, I’m I go! And then I and then she went in. We’re like, ask it a question. Ask Andy a question. What you’re asking right now, instead of searching for it. Cause they they did. They literally went through the Central Doc right there in our session, instead of asking Andy, I was like, ask Andy.
67 00:08:08.120 ⇒ 00:08:14.639 JanieceGarcia: So they did. And she goes, wow! It is quicker. Yes, it’s it’s definitely faster.
68 00:08:14.640 ⇒ 00:08:17.549 MattBurns: And that’s what we need to say is like.
69 00:08:18.850 ⇒ 00:08:23.271 MattBurns: that’s gonna improve efficiency. And that’s 1 of the main goals here.
70 00:08:23.640 ⇒ 00:08:53.430 YvetteRuiz: That it’s just gonna have to. We’re gonna have to continue pushing the leaders. You know what I mean to make sure that they are making sure that that is, and I mean they’re saying it in our meetings. You know what I mean. Well, I mean that we’re we’re pushing them that direction. But that’s just gonna that I will continue pushing to make sure that the leaders are pushing in that direction. But I’m also gonna encourage, because I’m not in your one on one sessions to make sure that they understand. This is where we need to go, because it’s you, you and Shannon talking to them right, and those one on ones.
71 00:08:54.390 ⇒ 00:08:54.870 MattBurns: Yeah.
72 00:08:56.160 ⇒ 00:08:56.780 MattBurns: Okay.
73 00:08:57.760 ⇒ 00:08:59.230 Amber Lin: Yeah, and
74 00:08:59.250 ⇒ 00:09:13.050 Amber Lin: I’ll I’ll share in a bit. And we know that the speed, how the speed of Andy’s answers really influences if they choose the Central Doc or not, and that’s what we have been working on. This past sprint, is.
75 00:09:13.050 ⇒ 00:09:30.580 Amber Lin: it? Was originally the speed of the answers was really going up to say 20 seconds, because we have so much information in Central Doc and this past sprint we’ve been able to reduce that time by implementing a new approach. And then now the response, time is about
76 00:09:30.580 ⇒ 00:09:50.849 Amber Lin: 5 seconds, and we also improved the response time relating to the inspector sheet relating to the skills and zip sheet and the service areas. And those are also about 5 seconds or less. So I think we can confidently tell them that hey, Andy will give you the response faster
77 00:09:50.880 ⇒ 00:09:54.694 Amber Lin: than if you go to the central dock so
78 00:09:55.280 ⇒ 00:10:02.467 YvetteRuiz: I agree with the speed. I was working with Mark Johnson on the inspector Sheet, and he was pretty impressed.
79 00:10:02.810 ⇒ 00:10:03.140 Amber Lin: Great.
80 00:10:03.140 ⇒ 00:10:05.006 YvetteRuiz: Search for the Zip Code.
81 00:10:05.380 ⇒ 00:10:05.740 Amber Lin: Right.
82 00:10:05.740 ⇒ 00:10:07.060 YvetteRuiz: Inspector.
83 00:10:07.060 ⇒ 00:10:24.330 Amber Lin: Okay, yeah. And Yvette, I think we can talk on Monday on what are some tangible actions? The trainers can take to boost the usage, because I think the leaders probably are also a bit at a loss of what they can do, so we can give them some guidelines, and they can go through the checklist.
84 00:10:25.420 ⇒ 00:10:32.870 YvetteRuiz: Yep, we can do that. I’m I’m actually recapping with my. We broke up our meeting to join this one, but I’m gonna circle back with them at 2 30. So.
85 00:10:33.260 ⇒ 00:10:34.360 YvetteRuiz: We’ll talk about that, too.
86 00:10:35.520 ⇒ 00:10:39.450 Amber Lin: That’s awesome. Yeah. And so I know. About
87 00:10:39.780 ⇒ 00:10:42.279 Amber Lin: almost a month ago I shared
88 00:10:42.400 ⇒ 00:11:05.870 Amber Lin: 2 meetings ago. I shared this plan, and I know for this month. I really wanted to make sure that the Central Doc had all the information, and we had all the spreadsheets incorporated. I think we’re pretty much done with that goal, I think spreadsheets. The only remaining one is the Pest Directory, which I’ve also already asked team to incorporate. The service areas.
89 00:11:05.870 ⇒ 00:11:25.180 Amber Lin: The technicians and inspectors are all in there. And I think next working session, the Csrs. I’ll ask them to test it right then and there and then, as we said for month 2, I really want to focus on, how do we incentivize from? How do we shift their behavior? Because now we know
90 00:11:25.210 ⇒ 00:11:36.914 Amber Lin: that we can be confident to say that, hey? It’s it’s better we can say that it’s better. I have the confidence to say it now, so I can happily focus on the usage part.
91 00:11:37.720 ⇒ 00:11:38.300 MattBurns: Yup!
92 00:11:41.640 ⇒ 00:11:43.070 Amber Lin: And so
93 00:11:43.500 ⇒ 00:11:55.740 Amber Lin: the week 2 of this sprint, a big focus, was also to set up for mechanical especially so we can realize the benefits of having having people overflow.
94 00:11:56.010 ⇒ 00:11:56.330 YvetteRuiz: Hmm.
95 00:11:56.330 ⇒ 00:12:08.501 Amber Lin: And so we got all the documents. We set up a central doc. We’ve already integrated it into Andy. And today I heard really good news. We’re testing the routing based on
96 00:12:08.960 ⇒ 00:12:30.131 Amber Lin: the user’s email. So if the user is a pest agent or or a mechanical agent, we will be able to route that based on their email. And I think next Monday, when I meet with the mechanical folks, I’ll be able to show them. Hey? This is how it is. Can you tell me?
97 00:12:30.630 ⇒ 00:12:40.850 Amber Lin: how you help me? Some feedback, and I do want to aim to roll out to some Csrs by the end of next. So 2 weeks from now.
98 00:12:42.110 ⇒ 00:12:48.599 JanieceGarcia: Can I ask, though, if Andy’s gonna be able to identify based on the emails, from what
99 00:12:49.340 ⇒ 00:12:52.389 JanieceGarcia: what department I guess they’re working with? Is that correct?
100 00:12:52.600 ⇒ 00:12:55.440 JanieceGarcia: Well, what if? Because, like myself.
101 00:12:55.640 ⇒ 00:13:00.579 JanieceGarcia: I do all of our lines of business. So how does that work? If I was to ask for?
102 00:13:01.020 ⇒ 00:13:08.889 JanieceGarcia: And is it gonna be specific? Am I gonna have to be more specific in those questions to know? Okay, this is a mechanical question, or this is a pest question.
103 00:13:09.509 ⇒ 00:13:35.240 Amber Lin: So our plan is this week, taking account, a lot of people do overflow and the trainers to have to go across different departments. So the emails is the 1st layer to make sure that the Csrs who only cover one department they won’t get confused by other departments information. And then after that we’ll people such as you, or if I’m testing it,
104 00:13:35.900 ⇒ 00:13:57.189 Amber Lin: we won’t assign you to a specific department, or we can assign multiple departments. And then that will be based on the questions context. So then that’s the next step that we’re gonna develop is Andy’s gonna ask some clarifying questions to say, Okay, is this past or mechanical? And then it can give you the right answer.
105 00:13:57.480 ⇒ 00:13:58.490 JanieceGarcia: Got it. Okay, thank you.
106 00:13:58.490 ⇒ 00:14:02.828 YvetteRuiz: It’s kind of like our queue. Our phone queue the skill levels
107 00:14:04.285 ⇒ 00:14:04.830 Amber Lin: Okay.
108 00:14:05.540 ⇒ 00:14:10.710 YvetteRuiz: So I wanted to talk about the working session. I know, Janice, you already brought it up. So you read my mind.
109 00:14:10.710 ⇒ 00:14:11.099 YvetteRuiz: It’s not.
110 00:14:11.100 ⇒ 00:14:28.989 Amber Lin: Working session was not as productive. And I was thinking about, how can we make it more productive? Because I really want to? I want to have these. I know the 1st one went really well, it’s really helpful. So wanted to talk about how we can make that make more of that time.
111 00:14:30.520 ⇒ 00:14:31.380 JanieceGarcia: I think
112 00:14:31.580 ⇒ 00:14:42.029 JanieceGarcia: maybe we come up with 2 or 3 questions truthfully and say, Hey, guys, you’re being added to this working session. We want you to come to the table with this this and this.
113 00:14:42.830 ⇒ 00:14:49.629 JanieceGarcia: Give that to them, because I mean, that was we. We had to ask them questions to even get any words out of them.
114 00:14:50.360 ⇒ 00:14:54.959 JanieceGarcia: That working session. Yvette. Not gonna lie. It was maybe 30 min.
115 00:14:55.736 ⇒ 00:15:02.660 YvetteRuiz: And I think, I mean, I think, have you give them a heads up before what they’re coming to or, we have it’s like one on one.
116 00:15:02.780 ⇒ 00:15:12.900 YvetteRuiz: Come up with the the key. Let’s come up with some key questions right? And then redirect them like, Okay, do they understand what what Andy is right, the why behind it, and what we want
117 00:15:12.900 ⇒ 00:15:13.510 YvetteRuiz: to do with
118 00:15:13.510 ⇒ 00:15:22.779 YvetteRuiz: Andy. Right, let’s set the expectations up for them, and then gather feedback as well, but I think if we kind of lay it out as a 1 on one, and have those questions right there, I think they may be better.
119 00:15:23.510 ⇒ 00:15:24.170 YvetteRuiz: Hmm! I see.
120 00:15:24.430 ⇒ 00:15:25.130 JanieceGarcia: For sure.
121 00:15:25.690 ⇒ 00:15:47.599 Amber Lin: Yeah, I was also thinking, cause it was Janice also brought up. It was really helpful when they actually use Andy in motion during the session, because that tells me what’s not great. So I can tell my team, hey? We need to improve on this, and that tells if it and it tells the Csrs what Andy’s good at. And I was thinking, if we can
122 00:15:48.130 ⇒ 00:15:51.279 Amber Lin: take a even take a live phone call during that session.
123 00:15:51.280 ⇒ 00:16:09.479 YvetteRuiz: Yeah, yeah, you were right there, I was. Gonna say, why can’t we pull a phone call? Or we can or we could do it like Qa. You know what I mean. We could already have like a call that they took for pest use the transcript and and then walk them through like, Hey, here would have been a great time to integrate or use Andy with that. So.
124 00:16:10.400 ⇒ 00:16:11.360 Amber Lin: Yeah.
125 00:16:11.360 ⇒ 00:16:12.530 YvetteRuiz: Do that.
126 00:16:12.530 ⇒ 00:16:23.060 Amber Lin: Yeah, that will make it feel closer to them, because it if it’s a review, a previous call, it will be something that they did maybe we asked them to
127 00:16:23.350 ⇒ 00:16:36.589 Amber Lin: identify a call that they felt particularly stuck on. And then we can just Qa that call, because then it will help them get better, and it helps us know what Andy might be useful in.
128 00:16:37.040 ⇒ 00:16:38.079 YvetteRuiz: Yeah, yeah.
129 00:16:38.080 ⇒ 00:16:38.740 Amber Lin: Okay.
130 00:16:38.740 ⇒ 00:16:51.869 YvetteRuiz: So the next group, Janice, the ones that I send the invite to. Well, I’ll just have you pull a couple of phone calls, and then you just pull the transcript, and then you you can either hear them and walk them through that I think that would be super beneficial.
131 00:16:52.100 ⇒ 00:16:52.530 Amber Lin: Hmm.
132 00:16:52.530 ⇒ 00:16:57.489 JanieceGarcia: I agree. That’s that’s gonna be really awesome. And if we can just make sure the
133 00:16:58.010 ⇒ 00:17:07.977 JanieceGarcia: make sure that we keep at least one overflow in there. I think that did help because she she did open our eyes once we started asking her questions, but.
134 00:17:08.319 ⇒ 00:17:19.859 YvetteRuiz: Yeah. And then you look at these are all overflow agents, like, I’m surprised Melissa didn’t bring anything to the table as much as she has to share, share and say no.
135 00:17:20.199 ⇒ 00:17:21.609 Amber Lin: Not at all.
136 00:17:21.609 ⇒ 00:17:23.596 Amber Lin: Yeah, I think it was because she
137 00:17:24.369 ⇒ 00:17:31.259 Amber Lin: wasn’t really using Andy before, and perhaps she had access issues. I remember in the chat that day.
138 00:17:31.640 ⇒ 00:17:32.430 YvetteRuiz: Oh, she doesn’t.
139 00:17:32.430 ⇒ 00:17:34.480 Amber Lin: Access before. But I don’t know.
140 00:17:34.480 ⇒ 00:17:34.840 Amber Lin: Yeah.
141 00:17:34.990 ⇒ 00:17:58.370 Amber Lin: why it turned out so. Maybe another thing we should do is to do another access and usage check to see. Hey, I’ve see these people not using it. Is it because they have access issues, or they’re just not using it. So I’ll I’ll do that, I’ll pull non user lists and then check their access.
142 00:17:59.980 ⇒ 00:18:01.679 Amber Lin: So I’ll do that.
143 00:18:06.620 ⇒ 00:18:07.440 Amber Lin: Okay.
144 00:18:08.260 ⇒ 00:18:08.990 JanieceGarcia: Awesome.
145 00:18:09.150 ⇒ 00:18:16.352 Amber Lin: That’s the not so great part. And I think we are a very productive team. We found a lot of solutions. I think it’ll get better.
146 00:18:17.020 ⇒ 00:18:20.249 Amber Lin: So I wanted to share good news about the mechanical parts.
147 00:18:20.880 ⇒ 00:18:46.310 Amber Lin: So we’ve already been able to ask Andy, mechanical, related questions. It’s currently still in testing I haven’t let the team release it to Andy yet, because I don’t want the pest agents to get really confused before we implement the routing but next Monday I will. I can demo to the mechanical mechanical team what it looks like when I test Andy, and I’ll gather the list of questions from them.
148 00:18:47.780 ⇒ 00:18:48.930 JanieceGarcia: That’s exciting.
149 00:18:48.930 ⇒ 00:19:01.110 Amber Lin: Yeah. And I made the this checklist based on our work with mechanical. And we can use this to work with. I know lawn and home improvement is still pending.
150 00:19:01.885 ⇒ 00:19:30.019 Amber Lin: So generally, I think this will take 3 weeks based on how things have been progressing so far with mechanical. The 1st week we’ll use it to set up the Central Doc, and second, we will set it up in Andy, and then test internally gather all the common questions, and test that and improve. Set up the feedback loops, and then the 3rd week we will grant access to at least the initial batch of Csrs
151 00:19:30.410 ⇒ 00:19:43.299 Amber Lin: to get that feedback rolling in. And so this is something I would share with new departments so that they can prepare before we do the meeting. So, for example, in mechanical. We’re pretty much
152 00:19:43.470 ⇒ 00:19:55.839 Amber Lin: done setting up the Central Doc. I just need one last verification with them. We’re now in the internal testing, and I think this gives you guys also a view of how progress is in terms of rollout to new departments.
153 00:19:56.340 ⇒ 00:20:14.070 YvetteRuiz: Yeah, that’s actually really good amber. I like that checklist before I I lose my train of thought. It got me thinking, just because we’re getting ready to to do our career progression and career progression is, we have new agents learning another overflow line of business.
154 00:20:14.810 ⇒ 00:20:41.550 YvetteRuiz: But, Janice, it just got me thinking when you know we’re trying to change a habit to start utilizing Andy. And I know the reason why Shannon, you know, went that direction is she’s gonna use the central doc to train which I get. But I think from the beginning we have got to put Andy in the forefront like they they know they got to know like, yes, the Central Docs gonna be there for you. But your go to is Andy, because she.
155 00:20:41.550 ⇒ 00:20:41.940 JanieceGarcia: So.
156 00:20:41.940 ⇒ 00:20:47.600 YvetteRuiz: The other direction. So I need to make sure that I get that when she’s training the agents. That
157 00:20:48.450 ⇒ 00:20:55.010 YvetteRuiz: so this is where he gets his answers, but you still have to answer them. I mean, you still have to go through Andy to get your answers.
158 00:20:55.010 ⇒ 00:21:01.600 JanieceGarcia: I think, though, Yvette, the way that because remember how I had my training documents, and then you had
159 00:21:01.780 ⇒ 00:21:22.719 JanieceGarcia: certain documents that you could go to and look at. So if we say, Okay, Central Doc, here’s your training document. But when you get on the floor you start doing everything and you start doing it now, even in training you’re using Andy, and they don’t have access to those like they didn’t have the brain. The documents that I gave access to Brain Forge.
160 00:21:23.280 ⇒ 00:21:26.919 JanieceGarcia: It was myself and Kenny that had access to that. Not everybody.
161 00:21:27.320 ⇒ 00:21:43.569 YvetteRuiz: Well, let’s work with that, because I want to set the I wanna make sure that we’re training right from the beginning. And that’s kind of what we’re instilling. And everyone is. This is your go to Andy, and here’s what we’re training off of. So I’m just sorry I just got to thinking when we were talking about this.
162 00:21:43.570 ⇒ 00:21:44.200 Amber Lin: Yeah.
163 00:21:44.200 ⇒ 00:21:45.730 JanieceGarcia: No, that’s good. Yep, perfect.
164 00:21:45.730 ⇒ 00:21:54.800 Amber Lin: Yeah, I was also thinking about that, because as soon as we roll out mechanical, I wanted us to see if we can have someone trying overflow
165 00:21:54.920 ⇒ 00:22:07.043 Amber Lin: to mechanical or from mechanical to pest like right now, we can have someone from account, anything to pest. We can ask them to use Andy. Once we set up mechanical as well.
166 00:22:07.420 ⇒ 00:22:26.400 Amber Lin: probably someone who’s already using Andy can try out how they can overflow to mechanical. I know it’s incentivized because it’s per career progression, and they would be incentivized to do that. I think we can set it as a requirement. If you want to learn how to overflow. You should use Andy, and we’re gonna.
167 00:22:26.400 ⇒ 00:22:44.749 YvetteRuiz: Yeah, I think. But this is the perfect time to do it, because we’re right. I mean my August 4, th we start. So I wanna. I mean, we already know we have it for the past. So every division, I mean, we have someone training in every division right now. We have a handful for Mechan. We have a couple for mechanical. We have a couple for long. We have a couple for pest. So yeah.
168 00:22:45.300 ⇒ 00:22:53.549 Amber Lin: Okay, that’s what I wanted as well. I wanted to, because next week I wanted to
169 00:22:54.110 ⇒ 00:23:06.139 Amber Lin: get the documents from lawn at home improvement, too, cause it doesn’t, as long it doesn’t stop their progress to give us the documents, and we can get it prepared. And once we
170 00:23:06.660 ⇒ 00:23:19.630 Amber Lin: make sure how we’re gonna route between different departments. I think it will be really fast. So I want to have the Central Doc for those 2 departments prepared. That’s my big goal for next sprint.
171 00:23:21.110 ⇒ 00:23:22.973 YvetteRuiz: Okay, we can make that happen. Amber.
172 00:23:23.240 ⇒ 00:23:38.469 Amber Lin: Yeah. So next week, next sprint. So the next 2 weeks main focus is getting the mechanical setup. I have a working session with mechanical. I had to cancel the one with Denise, because I want to work on mechanical to make sure
173 00:23:38.590 ⇒ 00:23:40.773 Amber Lin: we get what they
174 00:23:41.400 ⇒ 00:23:47.909 Amber Lin: We can set that up, and then the Csr Sessions again on Wednesday, and then.
175 00:23:48.830 ⇒ 00:24:00.669 Amber Lin: if I, if you can help me, set up initial meeting with Lana home improvement. I think they can be in one single meeting, because the progress the process is going to be the same. I just want to tell them what to expect.
176 00:24:00.900 ⇒ 00:24:15.459 Amber Lin: And then, okay, and then that will be the main focus next. And thank you for telling me that. August 4th is when you do career progression. That gives me a timeline, too, of like. Okay, I at least want to get mechanical. Set up and running by then.
177 00:24:16.090 ⇒ 00:24:20.450 Amber Lin: Yeah. Yep, okay. Still waiting on Tim.
178 00:24:20.450 ⇒ 00:24:28.231 YvetteRuiz: No, I just saw that right now, and I met with him earlier. I know it’s been kind of crazy. I can. I’ll check in with him right now.
179 00:24:28.970 ⇒ 00:24:29.500 Amber Lin: Okay.
180 00:24:29.710 ⇒ 00:24:31.270 MattBurns: Yeah. Please. Yvette.
181 00:24:31.270 ⇒ 00:24:33.000 YvetteRuiz: Yeah, I’ll I’ll do that now.
182 00:24:34.300 ⇒ 00:24:35.659 MattBurns: He’s been really swamped and.
183 00:24:35.660 ⇒ 00:24:37.370 YvetteRuiz: Yeah, he, yeah.
184 00:24:37.370 ⇒ 00:24:37.880 Amber Lin: Fully under.
185 00:24:39.370 ⇒ 00:25:02.030 Amber Lin: Yeah. And I mean, Denise is helping us pull some transcripts next week for the Csr section. So we’ll already. That will help us know what to do when we get the actual get all of the transcripts. We can do some testing on what type of insights we want to draw from them. So I think it’ll be helpful next week to get that started.
186 00:25:02.280 ⇒ 00:25:03.050 MattBurns: Okay.
187 00:25:05.280 ⇒ 00:25:10.300 Amber Lin: Yeah, we’ll share transcripts and view.
188 00:25:10.300 ⇒ 00:25:13.140 YvetteRuiz: And I’ll share with you who the next group is, for. Y’all’s 1 on one.
189 00:25:13.330 ⇒ 00:25:19.580 Amber Lin: Okay, all share list for Csr.
190 00:25:19.580 ⇒ 00:25:22.320 JanieceGarcia: You bet she learned how to spell my name by you.
191 00:25:22.930 ⇒ 00:25:23.855 YvetteRuiz: The.
192 00:25:25.139 ⇒ 00:25:25.859 Amber Lin: That’s the.
193 00:25:27.290 ⇒ 00:25:29.100 YvetteRuiz: That’s the special Janice name.
194 00:25:29.949 ⇒ 00:25:30.799 YvetteRuiz: Sorry?
195 00:25:30.800 ⇒ 00:25:32.370 JanieceGarcia: That is a special way.
196 00:25:33.193 ⇒ 00:25:39.649 YvetteRuiz: I know for the longest time I would do that to Janice. I’m like that’s Yvette special way of spelling Janice’s name.
197 00:25:39.650 ⇒ 00:25:40.370 Amber Lin: No.
198 00:25:40.370 ⇒ 00:25:42.720 JanieceGarcia: It is. That’s the only one that’s allowed to do that.
199 00:25:42.720 ⇒ 00:25:44.939 YvetteRuiz: She did it, for, like my 1st 5 years. No!
200 00:25:44.940 ⇒ 00:25:45.589 YvetteRuiz: Oh, lie.
201 00:25:45.590 ⇒ 00:25:46.990 Amber Lin: Oh, wow!
202 00:25:48.040 ⇒ 00:25:49.090 YvetteRuiz: Hmm.
203 00:25:51.090 ⇒ 00:25:58.859 Amber Lin: Okay, I’m gonna go. I’ll follow up on these items. And you guys know, I’ll send a email later today.
204 00:25:59.140 ⇒ 00:25:59.680 YvetteRuiz: Okay.
205 00:26:00.330 ⇒ 00:26:02.270 YvetteRuiz: Sounds good. Alrighty guys.
206 00:26:02.270 ⇒ 00:26:02.860 Amber Lin: All right.
207 00:26:02.860 ⇒ 00:26:03.490 MattBurns: Thanks, everybody.
208 00:26:03.490 ⇒ 00:26:04.459 JanieceGarcia: Bye. Thank you.
209 00:26:04.460 ⇒ 00:26:05.000 Uttam Kumaran: Thank you.
210 00:26:05.310 ⇒ 00:26:06.290 Amber Lin: Bye.