Meeting Title: ABC | Biz KPI Review Date: 2025-07-28 Meeting participants: YvetteRuiz, read.ai meeting notes, Amber Lin
WEBVTT
1 00:00:10.580 ⇒ 00:00:11.520 Amber Lin: Hi Yvette.
2 00:00:12.570 ⇒ 00:00:14.020 YvetteRuiz: Hello!
3 00:00:14.020 ⇒ 00:00:18.170 Amber Lin: Hey? I was just meeting with the mechanical folks that took a little bit longer.
4 00:00:18.170 ⇒ 00:00:20.959 YvetteRuiz: No worries, no worries. How was your meeting.
5 00:00:21.140 ⇒ 00:00:50.090 Amber Lin: That’s good. We have some remaining documents. So I just met with them to understand. What does this mean? What does that? What does that mean? We’ll see in spreadsheets. The Central Doc is mostly done, and I’m just asking them for a few names of Csrs include an initial test. So that will be after we finish figuring out how to do routing. I think we’ll make it available to Tara Cast and then to other Csrs on the mechanical side.
6 00:00:50.600 ⇒ 00:00:52.739 YvetteRuiz: Okay. Alright. Well, good.
7 00:00:53.070 ⇒ 00:00:54.690 YvetteRuiz: Good progress. There.
8 00:00:56.279 ⇒ 00:01:05.760 Amber Lin: I know, we had a few things. We wanna discuss like, right, now, I, remember so to look at the master inspector, sheet, and think
9 00:01:06.090 ⇒ 00:01:15.309 Amber Lin: I have a note on my tasks here to make it a separate document, so that we can share it with
10 00:01:16.025 ⇒ 00:01:23.689 Amber Lin: with sales, because right now. I know it’s kind of buried in everything. And then let’s see.
11 00:01:24.500 ⇒ 00:01:25.960 Amber Lin: Oh.
12 00:01:28.300 ⇒ 00:01:35.260 Amber Lin: oh! And then the mechanical progress which I just said any other, any other items that you wanted to look at.
13 00:01:36.110 ⇒ 00:01:39.040 YvetteRuiz: So I was just gonna update you on.
14 00:01:39.040 ⇒ 00:01:39.430 Amber Lin: Oh!
15 00:01:39.430 ⇒ 00:01:42.109 YvetteRuiz: One. I need to look at the Kpis
16 00:01:42.410 ⇒ 00:01:47.950 YvetteRuiz: again. So the data that you shared so it’s already integrated. Then, right.
17 00:01:49.100 ⇒ 00:01:49.960 Amber Lin: Hmm.
18 00:01:49.960 ⇒ 00:01:52.800 YvetteRuiz: The dashboard is already integrated with 8 by 8.
19 00:01:53.210 ⇒ 00:01:53.669 Amber Lin: Yes.
20 00:01:54.320 ⇒ 00:01:55.040 YvetteRuiz: Okay?
21 00:01:55.460 ⇒ 00:02:01.966 YvetteRuiz: And so that’s the part I haven’t. I just wanted to confirm confirmation on that.
22 00:02:02.810 ⇒ 00:02:05.870 YvetteRuiz: yeah, here we go, just trying to.
23 00:02:08.410 ⇒ 00:02:31.879 Amber Lin: So I think the team needs to push their update onto this dashboard so that we get these. I think they’re still working on getting merging our bought Andy data with the 8 by 8 data, because it looks a bit different than what Brian gave up gave us before. So they’re trying to figure that out.
24 00:02:32.670 ⇒ 00:02:34.190 YvetteRuiz: What a.
25 00:02:34.950 ⇒ 00:02:39.569 YvetteRuiz: Okay. So when I pull up mine, I have ABC, Csr, Kpi, ABC, you know
26 00:02:39.930 ⇒ 00:02:43.529 YvetteRuiz: you told we went to this the other day. I just wanna make sure I have the right one. Here it is.
27 00:02:44.860 ⇒ 00:02:46.330 YvetteRuiz: can I?
28 00:02:46.530 ⇒ 00:02:48.360 YvetteRuiz: Yeah, here it is. Never mind. I got it.
29 00:02:48.540 ⇒ 00:02:49.400 Amber Lin: Oh!
30 00:02:49.400 ⇒ 00:02:50.130 YvetteRuiz: Okay.
31 00:02:54.080 ⇒ 00:02:56.409 YvetteRuiz: So I’m sorry. And you were saying.
32 00:02:57.260 ⇒ 00:03:04.087 YvetteRuiz: I’m gonna I’m gonna work with Brian and David to see if this aligns with our data where I can actually look at our live dashboard.
33 00:03:04.350 ⇒ 00:03:05.720 Amber Lin: Oh, that would be great!
34 00:03:05.720 ⇒ 00:03:06.280 YvetteRuiz: As well.
35 00:03:06.280 ⇒ 00:03:11.889 Amber Lin: Select you can select the same period. I believe this is for
36 00:03:14.230 ⇒ 00:03:25.000 YvetteRuiz: So like what I have right now, like the last 14 days, the 14. So I want to compare what we have until the report and look at this and see if that’s kind of it’s all matching up.
37 00:03:25.482 ⇒ 00:03:30.380 Amber Lin: So this should be July 14th to dinner 27.
38 00:03:30.500 ⇒ 00:03:33.269 YvetteRuiz: Right to Sunday. Yesterday.
39 00:03:33.895 ⇒ 00:03:38.520 Amber Lin: And this should be for
40 00:03:39.110 ⇒ 00:03:50.710 Amber Lin: right now I have. It includes residential pest ABC main outbound reception. Some of them are null. We have lawn, Hvac, and plumbing.
41 00:03:51.360 ⇒ 00:03:53.750 Amber Lin: That’s what we have here.
42 00:03:54.450 ⇒ 00:03:55.190 YvetteRuiz: Okay.
43 00:03:55.530 ⇒ 00:04:00.207 YvetteRuiz: And then what did you say your your team’s looking for? To see about the calls?
44 00:04:00.500 ⇒ 00:04:08.669 Amber Lin: Now, what was, yeah, we’re joining Andy’s data with, the 8 by 8 data that we got.
45 00:04:08.670 ⇒ 00:04:09.490 YvetteRuiz: Okay.
46 00:04:11.320 ⇒ 00:04:16.790 YvetteRuiz: And I did follow up again with Tim as Matt I mean as you heard me on Friday.
47 00:04:17.340 ⇒ 00:04:20.140 YvetteRuiz: So I’m hoping that we get that going.
48 00:04:20.490 ⇒ 00:04:32.029 Amber Lin: Yeah, totally. And if you can, would you mind sharing a screenshot of the dashboard that you see? So I can go ask the team. Hey? Is this the same? That will be great.
49 00:04:32.640 ⇒ 00:04:34.610 YvetteRuiz: Let me do that now, while I have you on the phone.
50 00:04:35.990 ⇒ 00:04:37.010 YvetteRuiz: Oops!
51 00:04:38.414 ⇒ 00:04:52.919 Amber Lin: It will also be helpful if it shows the different queue names, so that we can compare what which one is causing the mismatch, because usually there’s always a mismatch, because people calculate things differently.
52 00:04:52.920 ⇒ 00:04:53.740 YvetteRuiz: Yeah.
53 00:04:53.850 ⇒ 00:04:59.271 YvetteRuiz: What then? What I’ll do? Because I’ll my my setups a little bit different. I’ll have
54 00:05:00.540 ⇒ 00:05:03.309 YvetteRuiz: Brian, send the screenshot to you.
55 00:05:03.310 ⇒ 00:05:04.100 Amber Lin: Okay.
56 00:05:06.320 ⇒ 00:05:09.798 YvetteRuiz: I’ll do that as soon as we wrap up, since they’re like right next door.
57 00:05:10.030 ⇒ 00:05:14.060 Amber Lin: Okay. Sounds good. Note that down.
58 00:05:16.960 ⇒ 00:05:18.530 YvetteRuiz: You know what hang on?
59 00:05:19.640 ⇒ 00:05:20.650 YvetteRuiz: Oh.
60 00:05:24.320 ⇒ 00:05:25.560 YvetteRuiz: hang on amber.
61 00:05:25.560 ⇒ 00:05:26.700 Amber Lin: Hmm, okay.
62 00:05:29.650 ⇒ 00:05:35.930 YvetteRuiz: Hey? And David, have a quick second. Thanks.
63 00:05:38.146 ⇒ 00:05:40.613 YvetteRuiz: I’m just gonna tell him now. So I don’t forget.
64 00:05:45.550 ⇒ 00:05:50.870 YvetteRuiz: Okay, sorry, Amber. I was going through our notes, too, from the email that you sent Friday.
65 00:05:51.210 ⇒ 00:05:51.830 Amber Lin: Oh!
66 00:05:55.950 ⇒ 00:06:00.769 YvetteRuiz: So when they come in we’ll go back to the Kpi piece of it. Just wanna make sure that we’re all aligned here.
67 00:06:01.928 ⇒ 00:06:05.040 YvetteRuiz: The inspector sheet, for
68 00:06:05.190 ⇒ 00:06:09.633 YvetteRuiz: so I I did share it was was I not supposed to at this point? I’m so sorry.
69 00:06:09.880 ⇒ 00:06:22.849 Amber Lin: You can, you can share it. It’s just it’s just that it’s embedded in all of these other spreadsheets. I just thought it would be easier if someone else wants to look at it, to have it in separate sheet
70 00:06:23.360 ⇒ 00:06:29.970 Amber Lin: link to this sheet so it wouldn’t change anything. But yeah.
71 00:06:31.630 ⇒ 00:06:36.730 YvetteRuiz: Alright! So I have Brian and David in here, Amber so.
72 00:06:36.730 ⇒ 00:06:37.300 Amber Lin: Bye.
73 00:06:37.300 ⇒ 00:06:39.959 YvetteRuiz: Okay. Oh, man, I need to get the
74 00:06:40.790 ⇒ 00:07:02.329 YvetteRuiz: yeah. It’s okay. Just know that these already integrated with 8 by 8. So what I would like to do is test their data to make sure it. It’s matching up with ours. So right here, do you guys have this link right here to the dashboard. You do.
75 00:07:02.657 ⇒ 00:07:05.929 Amber Lin: I don’t think you guys have the most updated for.
76 00:07:05.930 ⇒ 00:07:07.400 YvetteRuiz: Yeah, I had an old one.
77 00:07:07.400 ⇒ 00:07:08.000 Amber Lin: Yeah.
78 00:07:08.000 ⇒ 00:07:11.360 YvetteRuiz: Can you share it with can? Oh, I’ll just share it with them. Never mind, I’ll just share with them.
79 00:07:11.360 ⇒ 00:07:11.890 YvetteRuiz: Okay.
80 00:07:11.890 ⇒ 00:07:30.960 YvetteRuiz: no big deal. So I just right now, this is the last 14 days. So that should match up these numbers right here. I just need you guys to confirm. And then, if you guys can send her amber a screenshot just to see if it does, if not, where’s the gap? The right now? What they’re working on
81 00:07:31.780 ⇒ 00:07:48.889 YvetteRuiz: on their side. Their data team is working on the bot assistant. So how many calls are our agents utilizing? That’s tied to the bot. I mean to, Andy.
82 00:07:51.700 ⇒ 00:07:55.182 YvetteRuiz: Sweet. Okay, alrighty, awesome. Thank you. Amber.
83 00:07:55.900 ⇒ 00:07:56.666 Amber Lin: Thank you.
84 00:08:01.350 ⇒ 00:08:02.490 YvetteRuiz: David.
85 00:08:06.510 ⇒ 00:08:09.789 YvetteRuiz: Alright. I just shared it with them, so they should be able to get in there. Okay.
86 00:08:12.510 ⇒ 00:08:37.259 YvetteRuiz: alrighty. So yes. So I did share it with Mark. Last week. I went ahead, and so he was. Gonna go in there and take a peek at it, and he’s supposed to be reaching out to me this week. Because I would love to schedule a a meeting with him and bo just to go through that sheet and make sure that they understand it. You can ask them any questions, because ultimately what I told them is, I said, this is, gonna be the the to go
87 00:08:37.260 ⇒ 00:09:01.120 YvetteRuiz: to sheet right? Like they, you guys did an amazing job bringing together the other spreadsheet with this spreadsheet. But ultimately I want to get to the point to where they’re. They’re the ones that fill out that form. So like when they hire someone new when there’s changes, for they send that. And it comes to myself and Janice, and we have to go update spreadsheets. But we talked about instead of it coming to us once they fill out that form. Can it be sent
88 00:09:01.550 ⇒ 00:09:07.329 YvetteRuiz: automatically somewhere to the bot and it update it automatically.
89 00:09:07.719 ⇒ 00:09:13.949 Amber Lin: Okay, yeah. So they would be the ones who would know what’s what gets the updates.
90 00:09:14.450 ⇒ 00:09:15.120 YvetteRuiz: Yes.
91 00:09:15.120 ⇒ 00:09:22.369 Amber Lin: Okay, sounds good. So I think they do need to see. I do want them to see a cleaner version right now. It’s a bit cramped.
92 00:09:23.361 ⇒ 00:09:32.240 Amber Lin: If we’re presenting to a different department, I would I would make it look a bit nicer so that they know where to go.
93 00:09:32.240 ⇒ 00:09:32.860 YvetteRuiz: Yeah.
94 00:09:32.860 ⇒ 00:09:38.989 Amber Lin: You need me to record a quick little video on how that’s how to navigate that. I can do that as well.
95 00:09:38.990 ⇒ 00:09:42.220 YvetteRuiz: Yeah, if you if you would, amber, that would be super helpful.
96 00:09:42.220 ⇒ 00:09:44.720 Amber Lin: Okay, okay. So I’ll note that down.
97 00:09:44.930 ⇒ 00:09:45.710 Amber Lin: Oh, yeah.
98 00:09:45.710 ⇒ 00:09:49.337 YvetteRuiz: Yeah, I just want them to have a really good understanding, because
99 00:09:50.320 ⇒ 00:09:58.309 YvetteRuiz: the more that they understand it, the more that they’re prone to give us the information that we need to make make sure that we’re scheduling correctly.
100 00:09:58.310 ⇒ 00:09:59.150 Amber Lin: I see.
101 00:10:02.700 ⇒ 00:10:05.420 Amber Lin: Alright. Noted that.
102 00:10:06.190 ⇒ 00:10:07.480 Amber Lin: Wow.
103 00:10:14.440 ⇒ 00:10:15.320 Amber Lin: okay.
104 00:10:19.730 ⇒ 00:10:25.590 YvetteRuiz: On the on that sheet. I was actually meeting with the branch managers, and it may it may be
105 00:10:25.590 ⇒ 00:10:49.750 YvetteRuiz: more people that I want you to share that with. I’ll just shoot you the I’ll shoot you the names, and who I want you to share that video with, because it’s going to be Mark Johnson, who’s over the Austin residential inspectors, Bo. Who’s the manager over all of them? Then you got Steven Meyer, who’s over the San Antonio inspectors, and then you got Jimmy, who’s over Corpus? And then Omar, who’s over College station
106 00:10:49.750 ⇒ 00:10:53.120 YvetteRuiz: so they would. They would.
107 00:10:53.120 ⇒ 00:10:57.939 Amber Lin: And Mark, Jimmy and Jimmy Omar. I know there was another name that I missed.
108 00:10:57.940 ⇒ 00:10:59.139 YvetteRuiz: Bo. Jenkins.
109 00:10:59.140 ⇒ 00:11:00.200 Amber Lin: Oh, both. Okay.
110 00:11:00.780 ⇒ 00:11:05.400 Amber Lin: So I think I have some of their emails. I might not have all of them.
111 00:11:05.400 ⇒ 00:11:09.979 YvetteRuiz: You may, they were originally shared, I mean they have access to Andy and all that.
112 00:11:11.510 ⇒ 00:11:20.330 Amber Lin: Let me go check if not, I’ll ask you for for their emails as well.
113 00:11:20.860 ⇒ 00:11:21.950 YvetteRuiz: Okay.
114 00:11:23.450 ⇒ 00:11:35.800 YvetteRuiz: Oh, but speaking of. So I met with Jimmy because he said that some of his inspectors weren’t set up correctly. So is there a way? And again, I don’t know how to go in there and do that. So you have.
115 00:11:37.330 ⇒ 00:11:44.709 YvetteRuiz: Well, before I say it to you let me let me bounce my ideas off of Janice. I may, I may be able to without complicating things. Let me talk to Janice first, st and then I’ll get back with you.
116 00:11:44.710 ⇒ 00:11:45.200 Amber Lin: Oh, okay.
117 00:11:47.140 ⇒ 00:11:50.400 Amber Lin: Sounds good record.
118 00:11:57.590 ⇒ 00:12:00.749 YvetteRuiz: I mean the usage piece of it. We gotta work on that.
119 00:12:00.750 ⇒ 00:12:07.120 Amber Lin: Yeah on that note. Do you know who’s gonna be attending our session on Wednesday?
120 00:12:08.329 ⇒ 00:12:11.830 YvetteRuiz: Hang on! Let me look who we put there.
121 00:12:13.170 ⇒ 00:12:18.109 Amber Lin: So I can ask Denise to send. Get the transcripts for those.
122 00:12:18.110 ⇒ 00:12:21.000 YvetteRuiz: Well, that’s kind of what I wanted to talk to you about, too.
123 00:12:23.170 ⇒ 00:12:36.859 YvetteRuiz: because I had people. So we have another department that’s called the Lead Line Department and the Lead Line department pretty much schedules and sell services for everything that comes in through our website.
124 00:12:37.100 ⇒ 00:12:39.350 YvetteRuiz: Okay? And from our technicians.
125 00:12:39.803 ⇒ 00:13:03.160 YvetteRuiz: They have to also utilize a lot of the documents because they refer to them. So I wanted them to start using Andy and testing it. So what I was gonna ask is, I mean, obviously, Janice can do this, but maybe we can get them in the session. But Shannon has nothing to do with this. It’s because they’re a different department. So my ask was, Yeah.
126 00:13:04.940 ⇒ 00:13:05.659 YvetteRuiz: don’t worry.
127 00:13:05.830 ⇒ 00:13:21.200 YvetteRuiz: It’s not right. Okay, go ahead, Amber. I was double checking that information on that dashboard, and I see that the calls are off. Y’all have 9, 20, and I have about 2,200, but
128 00:13:21.590 ⇒ 00:13:27.740 YvetteRuiz: just counting the calls that the agents are accepting. Are you calling everything that’s entering into the queue?
129 00:13:28.150 ⇒ 00:13:29.900 Amber Lin: I think we have.
130 00:13:30.120 ⇒ 00:13:41.689 Amber Lin: I think that’s why we wanted to confirm, because originally there was a lot of calls that was not related to pest, so I think they might have selected only a few queues to put on there, so.
131 00:13:41.690 ⇒ 00:13:44.410 YvetteRuiz: And are you Kim free? And Terry mentioned.
132 00:13:44.410 ⇒ 00:13:57.270 Amber Lin: Yeah. So if you guys can share what you want to pick, I can ask the my team to pick the right one so to match yours, or we can just add everything, and then we can just look at that.
133 00:13:57.390 ⇒ 00:14:14.180 YvetteRuiz: Okay, yeah. Cause I pulled up the queue report for just res past. And ABC main outbound, and those 2 are way off. So I didn’t even think to look at the other ones, because and then I see that at the bottom that says the agents and those are totally
134 00:14:14.370 ⇒ 00:14:19.780 YvetteRuiz: those calls. So I just wanted to see or wanted to confirm. But we can definitely get those reports to you.
135 00:14:20.150 ⇒ 00:14:20.590 Amber Lin: Okay.
136 00:14:20.590 ⇒ 00:14:21.080 YvetteRuiz: Thanks for.
137 00:14:21.080 ⇒ 00:14:40.290 Amber Lin: Yeah, that will be great. Let me know, I think, in the report, if it can show the period time period it was in, and what type of queues, what was included? To make those numbers so, and then I can show it to the team, and they can they can figure on, figure out how to match that few numbers.
138 00:14:40.290 ⇒ 00:14:43.749 YvetteRuiz: Okay. I think I know what what to send you out, but I want to just confirm with you and your time.
139 00:14:43.750 ⇒ 00:14:44.180 Amber Lin: Okay.
140 00:14:44.180 ⇒ 00:14:44.759 YvetteRuiz: The rest of the.
141 00:14:44.760 ⇒ 00:14:45.260 Amber Lin: Awesome.
142 00:14:45.260 ⇒ 00:14:46.020 YvetteRuiz: No worries.
143 00:14:46.020 ⇒ 00:14:46.440 Amber Lin: So much.
144 00:14:46.440 ⇒ 00:14:48.310 YvetteRuiz: Thanks for doing that.
145 00:14:49.565 ⇒ 00:14:59.150 YvetteRuiz: Yeah. So the lead line department. So again has nothing to do with Shannon. So I know that Wednesdays. We’re dedicating to the the people. But
146 00:14:59.380 ⇒ 00:15:10.320 YvetteRuiz: I was thinking, well, maybe we do a separate one with them, because I want to get them some training and answer any questions? And then we can incorporate them into the sessions. What’s your thoughts on that.
147 00:15:10.728 ⇒ 00:15:15.459 Amber Lin: Would if it’s lead line. Would Denisa Shannon be able to run this session.
148 00:15:16.010 ⇒ 00:15:19.979 YvetteRuiz: Yeah. Well, I can have Janice do it again. Shannon has nothing to do with it.
149 00:15:19.980 ⇒ 00:15:20.530 Amber Lin: Oh, okay.
150 00:15:20.530 ⇒ 00:15:22.620 YvetteRuiz: Department, yeah.
151 00:15:22.998 ⇒ 00:15:25.820 Amber Lin: I’ll get with Janice. I’ll get with her to go in there and do that.
152 00:15:25.820 ⇒ 00:15:26.550 Amber Lin: Okay.
153 00:15:26.930 ⇒ 00:15:51.889 Amber Lin: I don’t know how much value I would add to be there because most of the times I’m just. I’m how those session go, and we only had 2. So far, so is that we get their feedback on Andy, and then we help them know. Okay, we’ll take your feedback. We’ll make that edit in the Central Doc right then and there. So you get they get confidence. And oh, okay, my feedback is incorporated.
154 00:15:51.890 ⇒ 00:15:58.469 Amber Lin: So if it’s training on how to use Andy, I think Janice is quite equipped right now to help train.
155 00:15:58.470 ⇒ 00:16:01.110 YvetteRuiz: Yeah. Okay. Plotter.
156 00:16:02.790 ⇒ 00:16:05.200 YvetteRuiz: Okay, so let me tell you, who’s going? Wednesday.
157 00:16:05.200 ⇒ 00:16:05.950 Amber Lin: Hmm.
158 00:16:15.450 ⇒ 00:16:20.390 YvetteRuiz: I am going to put Miss Deborah. Did she go already?
159 00:16:20.600 ⇒ 00:16:21.390 Amber Lin: Note.
160 00:16:21.390 ⇒ 00:16:28.569 YvetteRuiz: Nope, Deborah, Martha, and April.
161 00:16:31.130 ⇒ 00:16:32.210 Amber Lin: Hmm, okay.
162 00:16:33.210 ⇒ 00:16:33.870 YvetteRuiz: Yep.
163 00:16:37.000 ⇒ 00:16:38.410 YvetteRuiz: those would be the 3.
164 00:16:39.260 ⇒ 00:16:45.839 Amber Lin: Okay, is there any type specific type of trans calls that you want to needs to pull the transcripts for.
165 00:16:46.950 ⇒ 00:16:54.559 YvetteRuiz: I’m just gonna have her randomly pull some phone calls. I mean, probably not randomly, but probably I’m gonna have her one with a new customer.
166 00:16:54.750 ⇒ 00:16:58.520 YvetteRuiz: probably one, if we can find one with cancellation.
167 00:16:59.700 ⇒ 00:16:59.960 Amber Lin: Yeah.
168 00:16:59.960 ⇒ 00:17:07.976 YvetteRuiz: We can find the cancellation ones, and then maybe something that has maybe anything to do with billing or scheduling a new service.
169 00:17:09.710 ⇒ 00:17:12.679 YvetteRuiz: I think those are good combinations that they would
170 00:17:12.940 ⇒ 00:17:16.710 YvetteRuiz: want to utilize. Andion, particularly the cancellation ones.
171 00:17:18.670 ⇒ 00:17:27.600 Amber Lin: Okay, noted that, I’ll send these in the channel later. So that janice can also see this.
172 00:17:27.790 ⇒ 00:17:28.420 YvetteRuiz: Okay.
173 00:17:40.780 ⇒ 00:17:46.620 YvetteRuiz: Know this in here. I’ll just put it in the chat, too. Andy.
174 00:17:54.580 ⇒ 00:17:58.509 YvetteRuiz: Oh, are you doing it? Okay, you put it in there by annually.
175 00:18:53.910 ⇒ 00:18:57.032 YvetteRuiz: Okay, sorry. Just wanna get that one out the way.
176 00:18:57.390 ⇒ 00:18:59.239 YvetteRuiz: Hmm, okay.
177 00:18:59.810 ⇒ 00:19:12.159 YvetteRuiz: Okay. So Kpis, David, I’m gonna meet with David just to make sure we send you the right information, the master inspector sheet you’ll put that video quickly together, and then we’ll we’ll circle back to
178 00:19:12.730 ⇒ 00:19:17.879 YvetteRuiz: get with when we can meet with them, maybe share the a cleaner spreadsheet right.
179 00:19:19.200 ⇒ 00:19:46.230 YvetteRuiz: You gave me the update on the mechanical side. Deborah, Martha, and April are going to be doing the one on one session. I’ll work with Janice on the transcripts that you guys will cover and then, we’re going to put some thought into a lot of the usage this week. To focus on that because Janice, being the the trainer of the entire call center, I’m gonna need. I’m gonna rely heavily on her to make sure that
180 00:19:46.430 ⇒ 00:19:50.170 YvetteRuiz: you know what I mean, that people understand the importance of this.
181 00:19:50.170 ⇒ 00:19:58.999 Amber Lin: Okay, that sounds good, and let me know how I can help. I do think pulling those tran transcripts will start to show them how they can use it.
182 00:19:59.000 ⇒ 00:19:59.380 YvetteRuiz: Yeah.
183 00:19:59.682 ⇒ 00:20:07.249 Amber Lin: Because there’s only so much that we can do with incentives and telling them, Hey, you have to use it. They won’t until they actually
184 00:20:07.890 ⇒ 00:20:12.740 Amber Lin: are forced to do it and like during during the meeting, understood
185 00:20:12.740 ⇒ 00:20:16.340 Amber Lin: hopefully. Those would help. I had something.
186 00:20:16.340 ⇒ 00:20:27.679 YvetteRuiz: And then I’m also gonna try to incorporate Cynthia, who’s over Qa. Because I do also think that she could. She? You know she can influence that as well because she listens to other phone calls.
187 00:20:28.700 ⇒ 00:20:29.440 YvetteRuiz: Yeah.
188 00:20:29.880 ⇒ 00:20:42.490 Amber Lin: Yeah, I see. And I think another thing that I want to bring up is right. Now, all the updates that we do. We do it during the working sessions. And it’s a lot
189 00:20:42.972 ⇒ 00:21:03.629 Amber Lin: I do want the trainers to be able to do those on their own in the future. And I want to start that handoff to say Janice or Shannon, whoever is going to be doing those updates because I think that will reduce the reliance on Brain Forge, because I don’t think it’s healthy to catch. Just keep it going on forever. Yeah.
190 00:21:03.630 ⇒ 00:21:04.020 YvetteRuiz: For sure.
191 00:21:04.020 ⇒ 00:21:08.200 Amber Lin: So I think for that. I can.
192 00:21:08.839 ⇒ 00:21:25.630 Amber Lin: I can send over. They have access to the feedback sheet. I can send over a video to navigate it. And I might need your help to keep people accountable for actually doing those updates because it’s been helpful. When we had those working sessions, I think what I will do is I’ll send the video.
193 00:21:25.910 ⇒ 00:21:47.630 Amber Lin: and in the beginning of the week if I can. If I get time I’ll compile a list of here the updates that we need to do from last week, and then we also make every week. We also make a suggest AI suggestion. So this is what the update might look like. So I want the trainers to be able to fix that themselves.
194 00:21:47.880 ⇒ 00:22:14.089 YvetteRuiz: Okay, and what? What would be good amber is if you can just do like a checklist like, okay. But this is what we want to hand off. Just like you, said the updates that way, because at the end of the day Janice is the train. She is a trainer for the Customer Service Division right? She needs to be the the advocate. You know the person that trains the trainers right? So she’s a train. The trainer piece of it. So if I have that, then I could set goals up for her, saying, Okay.
195 00:22:14.160 ⇒ 00:22:28.029 YvetteRuiz: this is what you’re going to be responsible for. This is your check in with whether it be Shannon, Tara, and Ca, to make sure that they’re all alignment. You know what I mean. So we don’t have all these people. You know what I mean. It’s filtering down through her.
196 00:22:28.368 ⇒ 00:22:36.490 Amber Lin: Okay, so when you say, checklist, does it mean just the updates that says, Csrs gave or just in general what kind of response.
197 00:22:36.490 ⇒ 00:22:39.380 YvetteRuiz: What? What’s the handoff? Right? Cause like you said.
198 00:22:39.790 ⇒ 00:22:54.200 YvetteRuiz: It’s not healthy every week to be doing these together right. Eventually we’ll cut ties like, what does that look like? What should be? You know what I mean? What? What are those ties that we’re going to be cutting? So then that way those would be her primary responsibilities. Does that make sense.
199 00:22:54.200 ⇒ 00:22:59.046 Amber Lin: Yeah, that makes sense. So I’ll write that I’ll write that out, and I will
200 00:22:59.970 ⇒ 00:23:04.110 Amber Lin: send any training videos or help walk her through anything she needs.
201 00:23:04.280 ⇒ 00:23:08.929 YvetteRuiz: Yeah, yeah. Cause at the end of the day I do want to set her up for success, you know, because it
202 00:23:09.290 ⇒ 00:23:25.459 YvetteRuiz: long term goal like we talked about. Right, Andy should do the new hire trainings right? What does that look like? Because right now new hire trainings and partnership with the current trainers right now, right? But what does that look like? I really want to get her started. So then, that way, she knows exactly
203 00:23:25.600 ⇒ 00:23:28.890 YvetteRuiz: what are we working on with our people.
204 00:23:29.070 ⇒ 00:23:30.300 Amber Lin: Yeah. Totally.
205 00:23:50.150 ⇒ 00:23:51.190 YvetteRuiz: What else she got.
206 00:23:51.190 ⇒ 00:24:00.819 Amber Lin: That down. Is there? Are we doing the billing part anytime soon? Or should I just not worry about it? If you guys have any updates.
207 00:24:00.820 ⇒ 00:24:08.379 YvetteRuiz: Yeah, let’s let’s hold, because I’m on hold. I have my meeting scheduled with them next week on the 5.th
208 00:24:08.600 ⇒ 00:24:11.509 Amber Lin: Okay, sounds good. So I’ll note that down.
209 00:24:12.080 ⇒ 00:24:12.820 Amber Lin: From.
210 00:24:13.380 ⇒ 00:24:14.180 Amber Lin: I’m gonna.
211 00:24:16.580 ⇒ 00:24:22.699 YvetteRuiz: So Tuesday, the 5, th after I meet with them, I will have much more answers on where we’re we’re at with everything.
212 00:24:23.290 ⇒ 00:24:27.060 Amber Lin: Okay, okay, all right.
213 00:24:35.430 ⇒ 00:24:39.589 Amber Lin: Okay, that’s I think that’s it. On my end.
214 00:24:40.307 ⇒ 00:25:01.559 Amber Lin: I have a ambitious goal of getting the lawn and home improvement documents. So I can set up a central talk with them, because all we need it’s very different from Pest. As long as their documents are organized. We have all we need to set up Andy for them. All we need to figure out is the routing of the different questions.
215 00:25:01.560 ⇒ 00:25:10.309 Amber Lin: So I think we can start making making progress on the other departments especially. I know the cross training part. It’s coming up.
216 00:25:10.330 ⇒ 00:25:12.970 Amber Lin: I can send you the list of
217 00:25:13.320 ⇒ 00:25:26.029 Amber Lin: list of things, or the list of roadmaps that that we’ll need to set things up. And honestly, all we need for the initial setup is just all the documents to be shared with us.
218 00:25:26.030 ⇒ 00:25:32.520 YvetteRuiz: Okay, do you want me to go ahead? You’re gonna email it to me because I was, gonna do you want me to share their email, just email them and let them know.
219 00:25:33.081 ⇒ 00:25:37.020 Amber Lin: Sure, yeah. And then I can share the stuff I have in the email.
220 00:25:37.020 ⇒ 00:25:37.820 YvetteRuiz: Okay.
221 00:25:37.820 ⇒ 00:25:39.790 Amber Lin: Yeah, and
222 00:25:40.050 ⇒ 00:25:48.489 Amber Lin: that will be most of it. And then, as we make the Central Doc, I’ll also ask them for the list of Csrs, so we can do the routing via email.
223 00:25:50.060 ⇒ 00:25:50.910 YvetteRuiz: Sounds good.
224 00:25:51.330 ⇒ 00:26:07.959 Amber Lin: Yeah. And I was wanting to do that in these 2 weeks. I know. Next Monday is when the cross training starts. I’m hoping to get the mechanical parts out by then. But if we can speed up on the other departments, that will be great as well.
225 00:26:08.090 ⇒ 00:26:14.370 YvetteRuiz: Yeah, for sure I can. I can do that. Here sounds good.
226 00:26:16.980 ⇒ 00:26:17.970 Amber Lin: Awesome.
227 00:26:17.970 ⇒ 00:26:23.860 YvetteRuiz: Alrighty so I’ll I’ll circle back with David to get make sure that we send you the information on the Kpis.
228 00:26:23.860 ⇒ 00:26:28.289 Amber Lin: Okay, yeah, that will be great cause. Right now, we don’t really know what to compare with.
229 00:26:28.480 ⇒ 00:26:29.130 YvetteRuiz: Yeah.
230 00:26:31.150 ⇒ 00:26:41.569 YvetteRuiz: And then, I have a I have a a session with them to talk about what we want to see on those dashboards. So I owe that to you. So I’m working with them later today to kind of lay that out.
231 00:26:41.750 ⇒ 00:26:42.480 Amber Lin: Okay.
232 00:26:43.900 ⇒ 00:26:46.980 Amber Lin: So I’ll note down a few other things.
233 00:26:56.180 ⇒ 00:26:58.480 Amber Lin: Okay? Noted.
234 00:27:00.470 ⇒ 00:27:01.470 YvetteRuiz: Alrighty!
235 00:27:02.110 ⇒ 00:27:03.530 Amber Lin: Yeah, thank you so much.
236 00:27:03.530 ⇒ 00:27:05.950 YvetteRuiz: All right. Well, I hope you have a good rest of your day.
237 00:27:06.700 ⇒ 00:27:10.560 Amber Lin: Yeah, of course, and we’ll talk to you soon. I’ll talk to you in the group. Chat as well.
238 00:27:10.560 ⇒ 00:27:12.110 YvetteRuiz: Alright! Thanks, amber.
239 00:27:12.430 ⇒ 00:27:13.190 Amber Lin: Bye.