Meeting Title: Brainforge x ABC Home and Commercial: Weekly Project Check Date: 2025-10-23 Meeting participants: read.ai meeting notes, JanieceGarcia, YvetteRuiz, Amber Lin, Uttam Kumaran, MattBurns
WEBVTT
1 00:01:19.730 ⇒ 00:01:20.730 JanieceGarcia: Hey, bit!
2 00:01:24.070 ⇒ 00:01:25.990 YvetteRuiz: Whoops, hi.
3 00:01:26.580 ⇒ 00:01:29.150 YvetteRuiz: I think it always just reverts back to…
4 00:01:29.360 ⇒ 00:01:32.040 YvetteRuiz: I’m sleepy, I need to wake up!
5 00:01:32.190 ⇒ 00:01:34.100 JanieceGarcia: Wake up, you gotta drive!
6 00:01:35.020 ⇒ 00:01:38.299 YvetteRuiz: I know. Hopefully it’s a smooth drive.
7 00:01:38.880 ⇒ 00:01:40.629 JanieceGarcia: I hope so for ya.
8 00:01:41.070 ⇒ 00:01:42.819 JanieceGarcia: Hopefully it’s not too bad.
9 00:01:46.050 ⇒ 00:01:48.660 YvetteRuiz: My goodness, what a day!
10 00:01:49.850 ⇒ 00:01:51.770 Amber Lin: What about it? What happened?
11 00:01:51.770 ⇒ 00:01:59.990 YvetteRuiz: It’s just been an eventful, eventful day. How are you, Miss Amber?
12 00:01:59.990 ⇒ 00:02:04.079 Amber Lin: I’m pretty good. I was doing some…
13 00:02:04.240 ⇒ 00:02:21.439 Amber Lin: stuff on the projects. So, you know, usually I do project management, but this week I’ve been doing a bit of the actual data analysis stuff on some of the other clients, so it’s been… it’s been very interesting. It’s a different switch of… switch of brains.
14 00:02:21.730 ⇒ 00:02:22.840 YvetteRuiz: Okay, yeah.
15 00:02:22.840 ⇒ 00:02:23.720 Amber Lin: Yeah.
16 00:02:25.180 ⇒ 00:02:27.930 YvetteRuiz: It’s always good to switch it up, huh?
17 00:02:30.500 ⇒ 00:02:32.200 Amber Lin: Yeah.
18 00:02:32.200 ⇒ 00:02:38.680 YvetteRuiz: So, Steven’s not going to be here, because he’s out of town. I’m not sure about Matt.
19 00:02:39.430 ⇒ 00:02:40.660 YvetteRuiz: Maybe not.
20 00:02:42.540 ⇒ 00:02:44.500 YvetteRuiz: I forgot to check with them this morning.
21 00:02:54.690 ⇒ 00:02:57.559 YvetteRuiz: How was the session? Hi, OTEM!
22 00:02:57.560 ⇒ 00:02:59.240 Uttam Kumaran: Hi, how are you?
23 00:02:59.460 ⇒ 00:03:00.760 YvetteRuiz: Good, and yourself?
24 00:03:00.760 ⇒ 00:03:01.550 Uttam Kumaran: Good.
25 00:03:01.860 ⇒ 00:03:04.960 YvetteRuiz: Good! Good to see you.
26 00:03:05.270 ⇒ 00:03:08.720 Uttam Kumaran: Yeah, good to see ya. It’s finally getting a little bit cooler here.
27 00:03:09.320 ⇒ 00:03:09.990 YvetteRuiz: Is it?
28 00:03:09.990 ⇒ 00:03:11.150 JanieceGarcia: Finally.
29 00:03:12.140 ⇒ 00:03:12.929 YvetteRuiz: We had a beautiful…
30 00:03:12.930 ⇒ 00:03:14.679 Uttam Kumaran: Yeah, it’s almost like November.
31 00:03:14.680 ⇒ 00:03:19.440 YvetteRuiz: I know, I know. We’re gonna fill a cold…
32 00:03:19.440 ⇒ 00:03:21.320 JanieceGarcia: In January or February.
33 00:03:21.680 ⇒ 00:03:24.669 Uttam Kumaran: And then March is back.
34 00:03:26.250 ⇒ 00:03:28.080 YvetteRuiz: We have that short window.
35 00:03:29.700 ⇒ 00:03:30.220 YvetteRuiz: Oop.
36 00:03:30.910 ⇒ 00:03:33.039 JanieceGarcia: And I think… Go ahead, you bet.
37 00:03:33.040 ⇒ 00:03:41.239 YvetteRuiz: get started, because Steven’s not going to be here. He’s in Pest… he’s in Pest World, at Pest World, and then Matt, I don’t think… I don’t know if he’s going to join or not.
38 00:03:41.530 ⇒ 00:03:44.199 Amber Lin: Oh, is Pest World, like, a conference?
39 00:03:44.900 ⇒ 00:03:49.189 YvetteRuiz: Yes, it’s a big event that happens every year about this time, so, and it’s always…
40 00:03:49.190 ⇒ 00:03:49.620 Amber Lin: different locations.
41 00:03:49.620 ⇒ 00:03:53.989 YvetteRuiz: So, they’re in Orlando, Florida.
42 00:03:53.990 ⇒ 00:04:02.840 Amber Lin: That’s actually so cool. Is there… is there, like, a website or brochure they have? I would love to read that, it sounds really interesting.
43 00:04:03.230 ⇒ 00:04:12.850 YvetteRuiz: Yeah, what is it? I don’t… I’ll, I’ll, I’ll chat it to you. I forgot what their website is. I don’t know if it’s under Pest World or Pest Management, I can’t remember. Yeah.
44 00:04:12.850 ⇒ 00:04:17.829 JanieceGarcia: has swirled. I’ve been getting emails, and like, leave me alone, I’m not there.
45 00:04:18.940 ⇒ 00:04:29.720 YvetteRuiz: It’s because we went earlier to the women’s one. We went earlier to the women’s Pest Conference. It was held in Austin, so we were lucky.
46 00:04:30.420 ⇒ 00:04:35.030 Amber Lin: Wow, is there a lot of women in the… in this… in this industry?
47 00:04:35.680 ⇒ 00:04:37.200 YvetteRuiz: In pet, yeah, in pet, yeah.
48 00:04:37.200 ⇒ 00:04:37.910 Amber Lin: Awesome.
49 00:04:37.910 ⇒ 00:04:39.090 YvetteRuiz: It’s growing.
50 00:04:39.940 ⇒ 00:04:42.310 Amber Lin: That sounds really cool. Why do you guys think that’.
51 00:04:42.310 ⇒ 00:04:43.120 Uttam Kumaran: That is.
52 00:04:46.050 ⇒ 00:04:48.300 YvetteRuiz: Why do we think that is? I mean… Yeah.
53 00:04:48.550 ⇒ 00:04:54.080 YvetteRuiz: I don’t know, I mean… I think I… go ahead, Janiece.
54 00:04:54.080 ⇒ 00:04:59.390 JanieceGarcia: I was gonna say, I mean, I think nowadays, it doesn’t matter. I mean, I know, like.
55 00:04:59.890 ⇒ 00:05:02.940 JanieceGarcia: Probably for Yvette, whenever she first got into this
56 00:05:03.310 ⇒ 00:05:19.830 JanieceGarcia: industry, you think, oh, it’s a man’s job, but no, it’s… it’s not. I mean, anybody can do it. I mean, you can… it’s just a mind frame deal, and I think nowadays, it’s a lot easier to broaden and make it more equal, so…
57 00:05:20.480 ⇒ 00:05:38.010 YvetteRuiz: It’s a lot more common. So, just a fun fact, my grandparents owned, their pest control company for many years, and my grandmother, she was a tech. You know, so, it was… it’s funny that I stayed in the industry, but yeah.
58 00:05:38.440 ⇒ 00:05:39.660 YvetteRuiz: So, but I think it’s…
59 00:05:39.660 ⇒ 00:05:39.980 Amber Lin: Very hot.
60 00:05:39.980 ⇒ 00:05:54.259 YvetteRuiz: I know that we do a lot of promoting for female technicians here, and actually, our female technicians are awesome. I mean, they are very structured, very thorough. I mean, they do an amazing job.
61 00:05:54.440 ⇒ 00:05:55.650 Amber Lin: Wow.
62 00:05:56.100 ⇒ 00:06:06.090 Amber Lin: Sounds great. I would love to see, you know, sometimes there’s like, okay, what’s the numbers between complaints about technicians, and what’s the demographic between them?
63 00:06:06.480 ⇒ 00:06:20.159 JanieceGarcia: You would probably maybe be surprised, but I will tell you, I hear more complaints on the men’s side of treatment than on the women’s, because the women, they… they know what we look for, so…
64 00:06:20.310 ⇒ 00:06:21.050 Amber Lin: Wow.
65 00:06:21.050 ⇒ 00:06:24.909 YvetteRuiz: I mean, you know what you want in your house, right? Yeah, exactly.
66 00:06:24.910 ⇒ 00:06:25.470 Amber Lin: Huh.
67 00:06:26.590 ⇒ 00:06:27.410 Amber Lin: Awesome, yeah.
68 00:06:27.410 ⇒ 00:06:27.820 JanieceGarcia: I bet.
69 00:06:28.250 ⇒ 00:06:28.990 MattBurns: Hi, guys.
70 00:06:29.380 ⇒ 00:06:32.209 YvetteRuiz: Hi, Matt, we were just talking about women and pest control.
71 00:06:32.460 ⇒ 00:06:34.809 MattBurns: Well, we’ve got some good ones.
72 00:06:35.450 ⇒ 00:06:37.240 Uttam Kumaran: That’s what I was telling us.
73 00:06:37.240 ⇒ 00:06:38.310 MattBurns: We really do.
74 00:06:38.820 ⇒ 00:06:42.590 MattBurns: Yeah, and maybe they complain less, you’re probably right.
75 00:06:42.590 ⇒ 00:06:44.750 YvetteRuiz: We were just… they were asking about.
76 00:06:44.750 ⇒ 00:06:46.950 Uttam Kumaran: That’s what we were talking about.
77 00:06:48.260 ⇒ 00:06:48.920 MattBurns: Yep.
78 00:06:49.220 ⇒ 00:06:53.809 JanieceGarcia: Utom at ABC can do your home, and we’ll make sure to send the women over there.
79 00:06:53.810 ⇒ 00:07:06.320 Uttam Kumaran: No, I should actually, well, I’m… I’m renting this place, but actually, I will… let me just… I’m gonna text the… I’m gonna text the guy right now. I should ask him who they’re using. Yeah, that’s actually a great reminder. He’s… I’m just talking to him about something else.
80 00:07:06.400 ⇒ 00:07:15.419 Uttam Kumaran: But yeah, I, of course, I talk about ABC to anyone, any of my friends that own a home. It’s the first question I ask them.
81 00:07:15.420 ⇒ 00:07:16.790 YvetteRuiz: So…
82 00:07:16.790 ⇒ 00:07:23.380 Uttam Kumaran: Yeah, that’s, that’s awesome. I just need… I need, like, a polo or something, like, I would… I’d love, you know, I’d love…
83 00:07:23.770 ⇒ 00:07:24.110 Uttam Kumaran: it.
84 00:07:24.110 ⇒ 00:07:25.380 MattBurns: We’ll hook you up, we got the…
85 00:07:25.380 ⇒ 00:07:26.800 YvetteRuiz: There you go.
86 00:07:26.800 ⇒ 00:07:28.780 Uttam Kumaran: Right.
87 00:07:30.000 ⇒ 00:07:34.990 Amber Lin: Very cool. Okay, I’ll get started, since we have everybody here.
88 00:07:36.290 ⇒ 00:07:55.469 Amber Lin: So, looking at the usage, we did get better from last week. We’re not at what we want to be. We want to be around 500, so we’re a little bit short, but we did improve from last week, and then we can look at that and see, okay, what did we do that
89 00:07:55.770 ⇒ 00:07:57.440 Amber Lin: made it better.
90 00:07:57.930 ⇒ 00:08:02.350 Amber Lin: And also, I included a number of where we’re at.
91 00:08:02.580 ⇒ 00:08:13.869 Amber Lin: In October, because we want to see, okay, overall this month, how we’re doing. We’re a little bit lower from September of the same period, and ideally we want to see that
92 00:08:14.230 ⇒ 00:08:18.089 Amber Lin: it’s improved from September, so…
93 00:08:18.550 ⇒ 00:08:23.880 Amber Lin: We can take a look on the right here, and this is the usage from this week.
94 00:08:24.030 ⇒ 00:08:31.140 Amber Lin: I think I remember you guys said Derek was… New, or… yeah, and then…
95 00:08:31.380 ⇒ 00:08:41.899 Amber Lin: it seems like, that all the new people use Andy quite a lot. I remember last time we were talking about Rose Linda.
96 00:08:42.409 ⇒ 00:08:49.199 Amber Lin: And so… how do you guys feel when you’re training Derek and…
97 00:08:49.400 ⇒ 00:09:01.469 Amber Lin: Has it felt different than training before Andy existed? Because he is using it a lot, and I would like to see what type of benefits we’re seeing exactly.
98 00:09:01.890 ⇒ 00:09:14.809 JanieceGarcia: So, I actually had Derek’s, 60-day check-in, so we do a 30, 60-, and 90-day check-in with them, and so what that is, is just asking them, you know, how they feel.
99 00:09:14.870 ⇒ 00:09:30.960 JanieceGarcia: Where do they think that they lack, possibly, in training that they want, or, what are they looking to strengthen, or what have they strengthened? And I did bring up Andy, and one of the things, and I will
100 00:09:30.960 ⇒ 00:09:38.270 JanieceGarcia: say I do also believe that this actually has a huge contribute to why our usage is lower.
101 00:09:38.440 ⇒ 00:09:44.650 JanieceGarcia: And this is because, one, the lawn stuff, those questions in regards to
102 00:09:44.790 ⇒ 00:09:53.020 JanieceGarcia: who the technicians are, who are the crews for those zip codes, I mean, all of that. That’s what they’re looking for. That’s the main…
103 00:09:53.670 ⇒ 00:10:13.660 JanieceGarcia: ask on them, and even with Derek, his biggest thing was, I’m asking questions, and I don’t know if I’m giving the right responses, or I don’t know if I’m getting the right responses. So making sure that they know we are working on their zip codes, we’re making sure that
104 00:10:13.750 ⇒ 00:10:22.460 JanieceGarcia: the inspectors are correct, or the technicians are correct for the zip codes that they ask. That’s… that is still the biggest…
105 00:10:23.390 ⇒ 00:10:30.360 JanieceGarcia: that I get, and even with Derek, I mean, he… he’s like, I’m asking the questions, but I’m not 100% sure if I’m getting
106 00:10:31.120 ⇒ 00:10:31.930 JanieceGarcia: responses.
107 00:10:32.410 ⇒ 00:10:33.100 YvetteRuiz: Yeah.
108 00:10:33.100 ⇒ 00:10:33.450 Amber Lin: Hold on.
109 00:10:33.450 ⇒ 00:10:51.300 YvetteRuiz: I had a… just… I wanted to ask, because I know we just did training with the leaders on Tuesday, and Andy was… training was a big topic, and we’re going to be meeting next week, Amber, with all our trainers, but I know the feedback…
110 00:10:52.050 ⇒ 00:10:54.020 YvetteRuiz: that they’ve shared is…
111 00:10:54.990 ⇒ 00:11:05.789 YvetteRuiz: that’s the way they start their training. Well, one, everyone’s saying, everybody needs to go to Andy. That’s your first source, you know, of question. You need to go there. That’s kind of where they’re pointing everyone. But Derek…
112 00:11:05.810 ⇒ 00:11:15.499 YvetteRuiz: From what I understand, when Kenny’s doing the training with them, that’s where she… they go ask the questions all. Is that not correct? Is that not what I heard, Janiece?
113 00:11:15.500 ⇒ 00:11:16.850 JanieceGarcia: They are, yes.
114 00:11:16.850 ⇒ 00:11:23.739 YvetteRuiz: With that, isn’t Kenny overseeing that, and is the information correct, or we don’t have… what… what’s kind of…
115 00:11:23.740 ⇒ 00:11:32.999 JanieceGarcia: That’s… so… and you’ll see this in the feedback, Yvette, he said a lot of his one-on-one time was interrupted.
116 00:11:33.130 ⇒ 00:11:51.959 JanieceGarcia: Which we’ve heard before. He does want more one-on-one time. He feels like once they went over the document portion of, you know, this is what the RMPs are, this is our programs that we provide, once they went through that, it was kind of like, here, you’re thrown to the fire, and…
117 00:11:52.870 ⇒ 00:11:53.760 JanieceGarcia: That’s…
118 00:11:53.760 ⇒ 00:11:55.820 YvetteRuiz: That’s what it was, so he…
119 00:11:56.420 ⇒ 00:12:12.130 JanieceGarcia: he didn’t want to put anybody, you know, throw anybody under the bus or anything. He said it’s… it’s good, and Andy is good, but he’s still kind of in that little, I don’t know if I’m getting everything, because he’s not getting 100% focus on him for his trip.
120 00:12:12.130 ⇒ 00:12:31.950 YvetteRuiz: Okay, all right, then you answered my question, because that was kind of… I would think, because he was new, and the information that was shared with me, they’re… the way they’re doing training is they’re with them, they’re asking Andy, and they’re checking them together to make sure that everything aligns, so it just kind of concerned me when you said that, like, he doesn’t know if he’s getting… so that… that makes sense, okay.
121 00:12:32.580 ⇒ 00:12:34.220 JanieceGarcia: So you’ll see that in my feedback event.
122 00:12:34.220 ⇒ 00:12:39.720 YvetteRuiz: We definitely gotta… We’ll talk more about that next Wednesday when we talk to all our trainers.
123 00:12:39.720 ⇒ 00:12:56.709 JanieceGarcia: We will, and Yvette and Matt, just so y’all know, too, I know we haven’t done the survey in a while, but because of his feedback that he was giving, I did go ahead and shoot him the survey, so us three will have that response probably by end of day. So as soon as I notice it’s in there, I’ll send it to you guys.
124 00:12:59.370 ⇒ 00:12:59.960 Amber Lin: Yeah.
125 00:13:00.130 ⇒ 00:13:15.570 Amber Lin: Sounds good. I do also want to talk about, long, because that’s also what we see that’s coming up in the triage issues. So, first, I want to go through the main things, the main themes that we’ve been seeing, and…
126 00:13:15.970 ⇒ 00:13:32.519 Amber Lin: the focus mainly was on mechanical, and then lawn. So for mechanical, we investigated this week, and most of it is fixed, and we’re taking extra looks of confirming, okay, is all the questions, now fixed? So before, there were
127 00:13:32.560 ⇒ 00:13:42.279 Amber Lin: issues with how much does it cost to go out to this zip code? And Annie was getting confused, especially because there was so many…
128 00:13:42.360 ⇒ 00:13:46.650 Amber Lin: The document in Mechanical was so big, and…
129 00:13:46.750 ⇒ 00:14:01.249 Amber Lin: There’s different services that has different fees, and then different zip codes have different fees, some of them do, some of them don’t. So, we made a very clear list and combined all that we can find in a document, so that now most of the issues there are resolved.
130 00:14:01.830 ⇒ 00:14:10.370 Amber Lin: And then, the second one that we kept seeing was, do we do this in mechanical?
131 00:14:10.490 ⇒ 00:14:26.740 Amber Lin: And remember, well, in pests, we used to get these questions a lot. In mechanical, we’re also starting to get these questions, but because, we used to do the routing, depending on emails.
132 00:14:26.830 ⇒ 00:14:43.100 Amber Lin: But a lot of people in mechanical also overflow, so they have two different sources. So sometimes Andy doesn’t route that question correctly, because it’s hard for it to judge, okay, just based on these words, this will go to pests or go to mechanical.
133 00:14:43.480 ⇒ 00:14:53.139 Amber Lin: And so, we tried to, change the routing logic. We actually made it so that most people… it…
134 00:14:53.360 ⇒ 00:15:03.129 Amber Lin: Doesn’t limit it to… So before, it would… yeah, so right now, you can access…
135 00:15:03.240 ⇒ 00:15:21.809 Amber Lin: all of the answers, we’re still testing to see if this is the best way, but after we made the change, most of the initial errors of… caused by routing issues was resolved, so we just want to keep seeing, is this a good solution?
136 00:15:22.040 ⇒ 00:15:24.599 Amber Lin: But I do think it’s helpful.
137 00:15:24.600 ⇒ 00:15:28.979 Uttam Kumaran: Yeah, one of the things we’re doing next week, also, is doing, like, a little bit of a broader
138 00:15:29.050 ⇒ 00:15:41.210 Uttam Kumaran: solution architecture review. Now that we have multiple departments we’re supporting, I think we can get a little bit tighter on some… one thing that I’ve been seeing is seeing all the triage issues come up.
139 00:15:41.210 ⇒ 00:15:50.879 Uttam Kumaran: One thing I told the team is, like, okay, if there’s this many triage issues, we need to understand how much of it is, like, our solution is just not, like, broad enough.
140 00:15:50.880 ⇒ 00:16:04.989 Uttam Kumaran: or how much of this is, okay, the knowledge actually doesn’t exist. So that was something that I asked the team on, like, how many of… what’s in what category, and then certainly, I think we have control over, like, okay, Andy’s not answering correctly, or it’s slow.
141 00:16:04.990 ⇒ 00:16:15.219 Uttam Kumaran: or it’s giving something, you know, some other correction. And so those are the ones that we can attack. I think the other sort of broader point I just want to understand is.
142 00:16:15.460 ⇒ 00:16:25.660 Uttam Kumaran: how much of those triage issues are… fall in the category of, like, okay, we just don’t have the information, and we need assistance from the ABC team to do that.
143 00:16:25.770 ⇒ 00:16:38.029 Uttam Kumaran: And to give you a reason is, like, I want to make sure that our team, we have the resources dedicated to… to work on those, but I’m… I just want to make sure that also our engineers, we’re spending time working on
144 00:16:38.240 ⇒ 00:16:48.910 Uttam Kumaran: like, creating the new architecture and things, and either we need to staff up a little bit more, or we need to have some more dedicated resources on the ABC side, you know? Yeah. Yeah.
145 00:16:49.130 ⇒ 00:16:59.720 YvetteRuiz: And… and that’s… that’s a great point. That’s… so Janiece and I met, and I think you were in the email, Janiece and I met earlier this week, and that’s exactly what we were talking about on the stuff that’s out there
146 00:16:59.730 ⇒ 00:17:04.189 YvetteRuiz: where are we with all that? So, what I suggested is.
147 00:17:04.190 ⇒ 00:17:23.609 YvetteRuiz: I need Janiece, because normally I meet with Amber on Mondays, and I think they meet… they meet separate on another day. I want us all three to meet at the same time, because these are the things that I wanted to drill down on. I want to know, okay, where is… where are we with all these tickets that are going in? What’s the holdup? And to… to get exactly what you’re talking about, Udom.
148 00:17:24.200 ⇒ 00:17:26.300 Uttam Kumaran: When is the… is that… is that on Mondays?
149 00:17:26.750 ⇒ 00:17:30.630 YvetteRuiz: We meet… yeah, so I… I just… Amber, were you able to add Janiece?
150 00:17:30.630 ⇒ 00:17:31.390 Amber Lin: I added.
151 00:17:31.390 ⇒ 00:17:32.110 YvetteRuiz: Okay, yeah.
152 00:17:32.370 ⇒ 00:17:33.190 YvetteRuiz: Yep.
153 00:17:33.190 ⇒ 00:17:46.780 JanieceGarcia: And we did adjust our meeting, so Amber will now be, the time that we normally met is now going to be the time for the CSRs. I usually did the CSRs about 30 minutes before, but I moved it down.
154 00:17:46.780 ⇒ 00:17:55.439 JanieceGarcia: And I will say, like, even myself, Utam, going through the triage, it is a lot still in regards to the zip codes.
155 00:17:55.520 ⇒ 00:17:58.329 JanieceGarcia: Okay. And I did accidentally…
156 00:17:58.680 ⇒ 00:18:01.570 JanieceGarcia: put you on one, but I took you right… right off, so I hope…
157 00:18:01.570 ⇒ 00:18:09.880 Uttam Kumaran: That’s okay. I’m not gonna, like… I’m not gonna… nothing’s gonna happen to me, don’t worry.
158 00:18:09.880 ⇒ 00:18:20.299 JanieceGarcia: But I was like, oops, I didn’t mean to do that. But for the most part, it is still in regards to the… to the zip codes. For example, like, we had David Thompson
159 00:18:20.300 ⇒ 00:18:40.349 JanieceGarcia: who, on our pest side, is no longer with ABC. It’s been updated for about a week, week and a half, well, I guess a week now, on our regular skills and zip sheet, if you go in there and look at that, but I’m not sure why it’s not connecting on the AB side, because Andy’s still kicking him out as somebody to choose.
160 00:18:40.350 ⇒ 00:18:41.389 JanieceGarcia: So… Okay.
161 00:18:41.760 ⇒ 00:18:45.249 Uttam Kumaran: Amber, can you add me to that Monday meeting?
162 00:18:45.250 ⇒ 00:18:47.160 Amber Lin: Yeah, totally, I can do that.
163 00:18:47.160 ⇒ 00:19:05.780 Uttam Kumaran: And I think these two touchpoints each week are great, and then, yeah, we’re gonna do a more, like, holistic architecture review, because I want… some of these, I feel like, are more foundational, and they keep coming up, so I want to, like, try to nip these as much as possible, and then we can… we can continue to isolate, okay, how much effort needs to go into triage each week, so…
164 00:19:06.510 ⇒ 00:19:30.950 YvetteRuiz: And we’re… and we’re… that’s the reason I want to rally the… the trainers on Wednesday, right? So I wanted to make sure that we have our… us three, our meeting, so then that way we can really drill down and say, okay, where are we, right, with every little thing? Sure. And then when we meet with the trainers, the message is going to come. I send them an assignment to come back to the table. Okay, how… how are we using Andy today?
165 00:19:30.950 ⇒ 00:19:40.609 YvetteRuiz: What’s the message, what are the things, so then that we can start gathering their insights, but then we’re gonna really put them more as overseers of
166 00:19:40.730 ⇒ 00:19:44.340 YvetteRuiz: Trying to get us more and more feedback so we can start getting
167 00:19:44.500 ⇒ 00:19:48.559 YvetteRuiz: More data, more insight, on what we’re lacking.
168 00:19:49.560 ⇒ 00:20:07.229 Amber Lin: Totally. It’s on my add-use optional to our Monday meetings. Okay. And then for the zip code, we can definitely talk about it later, but for now, most of the issues are about lawn. Janice, I’ll confirm with you on the lawn cruise of how we’re,
169 00:20:07.240 ⇒ 00:20:15.669 Amber Lin: how we’re referring to them, because it’s different from the inspectors or tech… just technicians, and I think that might be confusing.
170 00:20:15.700 ⇒ 00:20:27.400 Amber Lin: I’ll check on the technicians that we just added, because it should be in the database, but if it’s not coming up, I’ll go check. And then lastly, on the people that has left.
171 00:20:27.520 ⇒ 00:20:29.870 Amber Lin: Or, it’s no longer with us.
172 00:20:29.890 ⇒ 00:20:47.099 Amber Lin: the changes in the spreadsheet doesn’t get reflected in ANDI anymore, because we route everything to the zip code database. So if you can send me the updates that has been made recently, I can walk you through how to use the update form, so you don’t… you don’t have to…
173 00:20:47.100 ⇒ 00:20:52.230 Amber Lin: You can just directly make the update, and then Andy will reflect the changes.
174 00:20:52.610 ⇒ 00:21:01.949 JanieceGarcia: So, the update form, the one that you had sent me last time, I know there were still some changes, so can I use that one, or is there a different link?
175 00:21:02.380 ⇒ 00:21:07.320 Amber Lin: You can use that one, and I can, I can walk you through that as well.
176 00:21:07.820 ⇒ 00:21:08.450 JanieceGarcia: Okay.
177 00:21:08.620 ⇒ 00:21:09.220 Amber Lin: Yeah.
178 00:21:09.560 ⇒ 00:21:10.670 Amber Lin: Sounds good.
179 00:21:12.950 ⇒ 00:21:13.510 Uttam Kumaran: Okay.
180 00:21:14.260 ⇒ 00:21:21.279 Amber Lin: Yeah. So… A… overview of this week, I think we…
181 00:21:21.630 ⇒ 00:21:28.320 Amber Lin: was able to kick off a commercial, which is a big win. I think that’s the last part.
182 00:21:28.490 ⇒ 00:21:31.260 Amber Lin: Of the customer service department that’s left.
183 00:21:31.400 ⇒ 00:21:34.240 Amber Lin: We were able to…
184 00:21:34.570 ⇒ 00:21:40.730 Amber Lin: We tested it, and we will be able to send daily reminders and weekly roundups via Andy.
185 00:21:40.960 ⇒ 00:21:48.229 Amber Lin: I’ll show you guys in just a moment, and then we also fixed the mechanical pricing and coverage issues.
186 00:21:48.540 ⇒ 00:21:52.400 Amber Lin: And this is the… So this is…
187 00:21:52.630 ⇒ 00:22:01.709 Amber Lin: what we were able to do, and this is what I sent… what I sent you earlier on the template we want to send. So right now.
188 00:22:02.020 ⇒ 00:22:14.560 Amber Lin: You can see on the left is something we can send daily to each CSR. We can say, hey, this is something you can’t ask me, and hey, this is the core value, or oh, by the way, or any facts you guys want.
189 00:22:14.560 ⇒ 00:22:25.969 Amber Lin: to remind people of. This is something we can send daily. And then on the right, this is something we can send weekly. You can say, hey, this week, the sessions, we had this many sessions last week.
190 00:22:26.130 ⇒ 00:22:33.290 Amber Lin: We did or did not hit our goal. And then these are the issues that we’re seeing and we’re actively working on.
191 00:22:33.830 ⇒ 00:22:41.800 Amber Lin: And then, any reminders that we need to do. We can send this trainers or the CSRs?
192 00:22:41.800 ⇒ 00:22:42.210 YvetteRuiz: Yeah.
193 00:22:42.210 ⇒ 00:22:54.320 Uttam Kumaran: Yeah, so the big… yeah, the big hope here is that we can start to have Andy actually reach out and communicate directly, and it’s, like, the first thing that… that people see, and that’s a good way, because we’re already in there.
194 00:22:54.420 ⇒ 00:22:55.630 Uttam Kumaran: sort of chat.
195 00:22:55.800 ⇒ 00:23:00.969 Uttam Kumaran: Windows, right? So that’s, like, that was sort of the idea here. I think,
196 00:23:01.290 ⇒ 00:23:06.689 Uttam Kumaran: I guess, like, Amber, in terms of, like, the UX, does this show up in the same, like…
197 00:23:07.380 ⇒ 00:23:10.240 Uttam Kumaran: the same chat window as when people chat with Andy.
198 00:23:10.760 ⇒ 00:23:12.850 YvetteRuiz: Yeah, that was a sweet question.
199 00:23:13.680 ⇒ 00:23:14.970 Amber Lin: Yeah, this should be.
200 00:23:15.670 ⇒ 00:23:16.040 Uttam Kumaran: Okay, cool.
201 00:23:16.040 ⇒ 00:23:22.429 YvetteRuiz: So, I absolutely love this, you know what I mean? This is, again, I know we talked on Monday and stuff.
202 00:23:23.010 ⇒ 00:23:27.059 YvetteRuiz: how would that pop up for our members? Because, I mean.
203 00:23:27.220 ⇒ 00:23:40.409 YvetteRuiz: It would be cool, like, I know many departments, they send their teams daily hap… daily happenings, like, what’s happening today? It’s kind of… this is kind of along that line, but will it pop up when they log into, their email?
204 00:23:40.410 ⇒ 00:23:44.260 Uttam Kumaran: We can pick… we can pick a… we can just pick a time. Okay.
205 00:23:44.780 ⇒ 00:23:50.350 Uttam Kumaran: So it can… it can trigger, like, first thing in the morning, and then they would see it as an unread, like, in their chat.
206 00:23:50.710 ⇒ 00:23:51.350 YvetteRuiz: Okay.
207 00:23:51.560 ⇒ 00:23:52.200 YvetteRuiz: Okay.
208 00:23:52.200 ⇒ 00:23:58.679 Uttam Kumaran: So it’s, like, very annoying. You have to kind of get rid of it. And… again, we could start off having it just be, like.
209 00:23:59.030 ⇒ 00:24:05.249 Uttam Kumaran: we… we can also… we could easily program so you guys can write things, and again, I think…
210 00:24:05.490 ⇒ 00:24:19.769 Uttam Kumaran: just at any company, some people don’t read their emails, this is very hard to hide from. And then the second thing, I think, is, like, we want to be able to send every day, or maybe, like, randomly, we can send, like, the little thing on the left, you know?
211 00:24:19.770 ⇒ 00:24:31.849 YvetteRuiz: Like, I… the up… the announcements, absolutely love it, but I think daily, I mean, when you go in there and say good morning, you know what I mean? Ask me any questions, or even if you’re putting that, like, the core value, or…
212 00:24:32.440 ⇒ 00:24:39.740 YvetteRuiz: I mean, I think there’s just so many things, like, hey, don’t forget your Holiday Light offers. I mean, we could just become creative with this.
213 00:24:39.740 ⇒ 00:24:40.710 Uttam Kumaran: Okay, okay.
214 00:24:40.710 ⇒ 00:24:43.159 YvetteRuiz: I love it.
215 00:24:43.280 ⇒ 00:24:43.860 Amber Lin: I’m excited.
216 00:24:43.860 ⇒ 00:24:46.349 YvetteRuiz: Gee, did we, I was…
217 00:24:46.550 ⇒ 00:25:02.839 YvetteRuiz: I was, meeting with one of the division managers for the home improvement department, and he was asking questions, because the home… we just got everybody on the home team, access to Andy, and he wanted to start testing it, because he wanted to…
218 00:25:02.940 ⇒ 00:25:08.640 YvetteRuiz: Ask it questions, but it still doesn’t… you know, when you… when you ask the question.
219 00:25:09.250 ⇒ 00:25:14.339 YvetteRuiz: it just sits there. Like, I thought once upon a time we talked about, like, it’s thinking…
220 00:25:14.340 ⇒ 00:25:27.410 Uttam Kumaran: So that’s also in our, like, ready to do. This is the thing that I was, like, why I’ve been kind of observing the last two weeks is that our team is spending a lot of time on the triage, and they’re not getting to some of the, like.
221 00:25:27.770 ⇒ 00:25:28.410 JanieceGarcia: the to-dos.
222 00:25:28.410 ⇒ 00:25:29.899 Uttam Kumaran: New… the new features.
223 00:25:29.900 ⇒ 00:25:30.360 YvetteRuiz: The beer.
224 00:25:30.360 ⇒ 00:25:47.549 Uttam Kumaran: So that’s where I was, like, I went to… I went to Amber, and I’m like… because I come in, like, kind of like a bowling ball, and I’m like, what’s going on here? And so I was like, hey, where’s the loading thing? Like, what’s going on? And she’s like, well, no, we’re working on this treehouse, and I was like, okay, well, that’s a… that itself is the problem, right? Like, the fact that we have
225 00:25:47.590 ⇒ 00:25:55.099 Uttam Kumaran: all these triggers. I was like, okay, how much is our fault versus… versus, like, how much is this, like, ABC doesn’t have the knowledge? And I’m like, okay, let’s figure that out first.
226 00:25:55.130 ⇒ 00:26:09.609 Uttam Kumaran: And then that’s exactly, like, I need to make sure that our time is not 80% triage, 20% new features, it’s flipped. And so part of that is, like, and again, for me to kind of come to this meeting and share, okay, what is the solution there? Like, one, either, like.
227 00:26:09.800 ⇒ 00:26:21.550 Uttam Kumaran: we… one is, like, okay, is there… do we need more dedicated resources on the ABC side for triage? Okay, that’s… that’s one thing. Second is, like, okay, is there just a lot of issues? Can we patch those through better technology?
228 00:26:21.550 ⇒ 00:26:36.890 Uttam Kumaran: Third is, okay, if we do need to spend that much time triage, like, I need to come to Matt and kind of say, hey, we need more budget to kind of take care of triage, and… but I need to kind of get to an answer there. So that’s something I think by next week we’ll have an answer on, and but there are a couple of small wins, like this.
229 00:26:36.890 ⇒ 00:26:41.959 Uttam Kumaran: the loading thing that I’ll… like, we should just make sure, Amber, we can push out,
230 00:26:41.960 ⇒ 00:26:54.510 Uttam Kumaran: So I think I’ve done a… I think this week we’re kind of getting realigned on, like, how much… and it… again, the amount of triage as we go department and department is just gonna grow with new things, so I just want to make sure that it’s sustainable, you know?
231 00:26:55.010 ⇒ 00:27:06.700 YvetteRuiz: Yeah, no, for sure. I completely understand, because I’m just like that, Utam. I’ll… I’ll be away, and then, of course, I hear usage and all that, and I’m like, hey guys, where are we with?
232 00:27:06.700 ⇒ 00:27:07.180 Uttam Kumaran: Yeah, yeah, yeah.
233 00:27:07.180 ⇒ 00:27:12.369 YvetteRuiz: And then, all of a sudden, everyone’s on it, and then… so…
234 00:27:13.070 ⇒ 00:27:19.089 Uttam Kumaran: I do that, I do this, like, every two days, randomly, so, on any one of our clients, so, yeah.
235 00:27:20.700 ⇒ 00:27:26.970 JanieceGarcia: I did have our triage thing cleared out, and then we got two more, but it’s not, it’s ABC side, so…
236 00:27:26.970 ⇒ 00:27:37.009 Amber Lin: Awesome, thank you so much. That is really, really helpful, because I don’t always have time to jump right in. I usually do it every other day.
237 00:27:38.660 ⇒ 00:27:56.699 Amber Lin: Yeah, and then, lastly, two things I want to bring up is, one, we used to only have pest technicians, we’ve added lawn. There’s other technicians from other departments, too. I, I think I’ve reached out to Brenda already for the home improvement.
238 00:27:56.750 ⇒ 00:28:01.170 Amber Lin: Technicians, but we also would need.
239 00:28:01.520 ⇒ 00:28:02.390 JanieceGarcia: Mechanical.
240 00:28:02.390 ⇒ 00:28:07.460 Amber Lin: mechanical techs as well, because that will come up eventually.
241 00:28:09.340 ⇒ 00:28:17.679 Amber Lin: So, I’ll just take note, I’ll reach out. It’s the same thing as the law and stuff, we’ll just… we’ll just add it to our zip code database, but that’s something we’ll need to do.
242 00:28:18.860 ⇒ 00:28:23.040 Amber Lin: And then the other thing is, now that we have
243 00:28:23.130 ⇒ 00:28:41.320 Amber Lin: everyone, and if we add commercial that’s truly everybody in customer service, I do want to see how we can combine things, especially with billing and stuff that’s across the board. When we do the architecture review, we’ll have a
244 00:28:41.320 ⇒ 00:28:48.659 Amber Lin: We’ll have an idea of how best we can do that, and we’ll probably come back next week with, our proposal.
245 00:28:49.730 ⇒ 00:28:53.060 Uttam Kumaran: Yeah, and Amber, I wonder if we can get to the… some of the call source…
246 00:28:53.340 ⇒ 00:28:56.920 Uttam Kumaran: Slides in this call.
247 00:28:57.500 ⇒ 00:29:00.310 Amber Lin: Oh, sure, like, give me… give me one sec.
248 00:29:00.580 ⇒ 00:29:10.760 Uttam Kumaran: Yeah, and Matt, we prepared a little bit of, like, the comparison between CallSource and what we’re offering, and I, you know, we can book another time to Steven, but I just kind of wanted to tee that up.
249 00:29:10.760 ⇒ 00:29:12.979 MattBurns: When Steven’s there, I just wanted to tee that up.
250 00:29:13.030 ⇒ 00:29:20.960 Uttam Kumaran: So we, we did sort of a side-by-side comparison. I think we do have a couple of questions,
251 00:29:21.270 ⇒ 00:29:31.460 Uttam Kumaran: But overall, I feel like we have a good opinion on, like, where call source is versus, Brainforge. So, Amber, I can probably share on…
252 00:29:31.460 ⇒ 00:29:32.290 Amber Lin: Yeah, sure.
253 00:29:32.290 ⇒ 00:29:33.189 Uttam Kumaran: That would be great.
254 00:29:33.340 ⇒ 00:29:36.460 Uttam Kumaran: Let me just get this going.
255 00:29:37.320 ⇒ 00:29:38.700 Uttam Kumaran: Okay
256 00:29:47.610 ⇒ 00:29:48.830 Uttam Kumaran: I don’t get this.
257 00:29:52.420 ⇒ 00:29:56.470 Uttam Kumaran: Let me know what’s say about… Okay.
258 00:30:02.290 ⇒ 00:30:05.390 Uttam Kumaran: So, couple things I just wanted to…
259 00:30:05.420 ⇒ 00:30:11.700 Uttam Kumaran: poke at is, one, these are, like, kind of the core features in CallSource. You have, like, call management.
260 00:30:11.700 ⇒ 00:30:27.089 Uttam Kumaran: you have performance management and coaching, and then you have, like, deal saver, missed opportunity, recapture. We’re kind of going based on, like, their offerings, and so where… what… where we talked about is, like, comparing both of these, right? And so, one for call management.
261 00:30:27.090 ⇒ 00:30:32.619 Uttam Kumaran: This is where, like, the main part that I have insight in, and where we really wanted to affect, is on these last two.
262 00:30:32.620 ⇒ 00:30:37.280 Uttam Kumaran: I think I’m sure that CallSource does a really great job on… on, like, alerts.
263 00:30:37.280 ⇒ 00:30:50.299 Uttam Kumaran: and maybe, like, compliance-related things, that’s totally where I don’t know whether you want to leverage BrainForge as a source of truth for that, but certainly I think we can cover what goes on in understanding a transcript and what’s in it.
264 00:30:50.300 ⇒ 00:31:03.859 Uttam Kumaran: Right? And looking at things like missed upsells, long holds, things like that. Where I think we can shine is on the performance management and, like, the missed opportunity. So, you know, we got feedback from Janiece on, like, what
265 00:31:03.870 ⇒ 00:31:10.020 Uttam Kumaran: sort of the feedback example is, which is like this. And, like, I think this is really weak.
266 00:31:10.020 ⇒ 00:31:28.149 Uttam Kumaran: like, just a yes-no on some of these, like, is directionally helpful, but it’s not, like, tuned towards, like, what ABC qualifies as a great call, an okay call, or, like, a bad call, and why. It also doesn’t provide the trainers with much ability to actually give structured feedback.
267 00:31:28.150 ⇒ 00:31:38.440 Uttam Kumaran: or even additionally, like, gives the person themselves an ability to just go, like, review their own calls and see the problems. Like, just having a simple yes or no on impatient or frustrated, like.
268 00:31:39.170 ⇒ 00:31:46.640 Uttam Kumaran: Yeah, maybe if you’re dealing with, like, hundreds of thousands of calls, like, a day, and blah blah blah, maybe this is helpful, but this is just not specific enough.
269 00:31:46.740 ⇒ 00:32:04.319 Uttam Kumaran: for what I think, like, the team needs. Like, grading is very inflexible, they have fixed categories, and, like, there’s nothing here where you can qualify for, like, ABC-specific things. And so that’s one thing that I noticed that is a challenge. And then the last piece is on, like, missed opportunities.
270 00:32:04.680 ⇒ 00:32:12.940 Uttam Kumaran: I think, and this is where I don’t know what’s in it right now, but I know there is features to alert managers for conversations that require follow-up.
271 00:32:13.010 ⇒ 00:32:32.329 Uttam Kumaran: again, that’s not very nuanced. Like, if we want to show exactly, like, what the follow-up could have been, where in the transcript that could have happened, an opportunity for training, like, I think there’s a great opportunity for us to… to sort of build that, and… and we are… and it’s… it’s not, like, too heavy a lift from what we’re already, you know, doing.
272 00:32:33.360 ⇒ 00:32:38.720 Uttam Kumaran: And so, like, here’s another… here’s a kind of example of, like, what, like, the Brainforge version could be for, like.
273 00:32:38.810 ⇒ 00:32:50.539 Uttam Kumaran: coaching and training, for example, is, like, you… the team already has SOPs on training, and it could be very easy to understand, like, what parts of a call could be improved by which training.
274 00:32:50.540 ⇒ 00:33:06.779 Uttam Kumaran: Right, and I think a lot of the integrations and workflows and call source, like, I think it’s clear that they probably promised that you could do everything in there, but it’s clear that once you’re in the product, like, it’s a little bit more inflexible. And so that’s really, like, I think our opportunity here is to focus on
275 00:33:07.400 ⇒ 00:33:22.739 Uttam Kumaran: the performance management and training, and to focus on, like, the missed opportunities. Like, and this goes beyond, like, just using Andy, and, like, I’m considering Andy as, like, the entire system we’ve built here, just using Andy for when the
276 00:33:22.870 ⇒ 00:33:34.819 Uttam Kumaran: CSR is talking to it as, like, the trainer being able to use the helpful AI features and the transcript stuff that we do to give feedback back to the… to the trainer. So, yeah, I’m just curious on, like.
277 00:33:35.560 ⇒ 00:33:42.560 Uttam Kumaran: These are some of the open questions, like, we had on, like, the decision around call source, or even just thinking about this, but…
278 00:33:42.580 ⇒ 00:33:45.850 MattBurns: You know, we have a little bit of limited knowledge on how it’s being used today, but…
279 00:33:45.850 ⇒ 00:33:48.819 Uttam Kumaran: Yeah, that’s sort of, like, our over… overall thought.
280 00:33:50.490 ⇒ 00:34:01.909 MattBurns: Yeah, yeah, I like that. And I think you and Steven and I, and Yvette, probably, since you’ve got the most experience with CallSource, you could be on the call, too, and we can kind of diagnose that, but I…
281 00:34:02.100 ⇒ 00:34:08.170 MattBurns: I know you’ve let me know you think CallSource has some limitations here that You know, sounds.
282 00:34:08.179 ⇒ 00:34:16.169 Uttam Kumaran: Yeah, and then of course… and of course, like, we’re… we’re biased, but this is where, like, these are questions that I don’t know enough to make
283 00:34:16.449 ⇒ 00:34:26.659 Uttam Kumaran: a recommendation, and we’re not here to do the thing that this tool can already do, but I know that if there is existing frustration from
284 00:34:26.659 ⇒ 00:34:42.209 Uttam Kumaran: folks like Janice or Yvette, who are the core users, like, there is some miss. If that can be achieved within CallSource, and maybe it’s a configuration problem, then I would love to explore. If we can help configure that and get that rolling, then we should… that’s where you should leverage us. But I think it’s also helpful to understand, like.
285 00:34:42.209 ⇒ 00:34:48.559 Uttam Kumaran: for the money that’s going, or the money and the effort for CallSource, like, what is the output KPI, and is that…
286 00:34:48.589 ⇒ 00:34:50.429 Uttam Kumaran: Has that happened yet? Or, like.
287 00:34:50.549 ⇒ 00:34:55.559 Uttam Kumaran: when was that expected to happen? And, like, that’s the sort of things that I think would be helpful for me
288 00:34:55.669 ⇒ 00:35:11.359 Uttam Kumaran: to be able to even think about, okay, is this something that we can achieve? But certainly, I know that given our access to the transcripts, given what we know goes through the training, and now we have the relationship with the trainers, I think certainly we can equip the trainers with exact calls.
289 00:35:11.409 ⇒ 00:35:22.349 Uttam Kumaran: what parts of the calls were the issue, and why, and, like, where to go give that training. And that’s just, like, an added thing to the existing Andy stuff that we’ve built, you know?
290 00:35:23.540 ⇒ 00:35:25.140 JanieceGarcia: Can I add…
291 00:35:25.140 ⇒ 00:35:26.050 YvetteRuiz: this.
292 00:35:26.480 ⇒ 00:35:42.999 JanieceGarcia: And I’m wondering if Yvette’s probably thinking the same thing. So, with CallSource, I know, you know, I had sent that to you guys, and I was stating that we’re looking for more of an actual, true, is this a world-class customer service call, and not just…
293 00:35:43.000 ⇒ 00:35:44.550 MattBurns: A true scorecard.
294 00:35:44.830 ⇒ 00:35:53.019 JanieceGarcia: an actual true scorecard, so if we’re doing that, and what you’re talking about, Utam, is that Andy
295 00:35:53.020 ⇒ 00:36:00.149 JanieceGarcia: could integrate with calls, actually listening to the calls, like we had talked about before, as doing that, it’s…
296 00:36:00.150 ⇒ 00:36:13.479 JanieceGarcia: putting out… pinging out alerts, whether it’s to the trainer, it’s to myself, it’s to Yvette, the CSR, whoever, saying, hey, your hold’s almost over 2 minutes, or hey, you sound really frustrated, or it’s almost like real time.
297 00:36:13.950 ⇒ 00:36:37.909 Uttam Kumaran: So there’s two… there’s two… there’s two pieces I think we’re talking about. So, one is, like, ultimately, I think there is a… there is a path towards something that’s more real-time, but this is all somewhat after the fact, is, like, what we’re pitching today. So this is, like, for every call, gets a scorecard, gets clear recommendations to the trainer and to the CSR, and of course, like, those metrics, we can start to bubble up.
298 00:36:38.080 ⇒ 00:36:42.319 Uttam Kumaran: I think the ne- like, where I would love this to go, and this is where, like.
299 00:36:42.450 ⇒ 00:37:02.099 Uttam Kumaran: I think there is an opportunity for us to do more real-time stuff. I don’t… it’s clear that we can’t do it through the 8x8 real-time, necessarily, but I think there’s some more opportunities there, it’s just something we have to put more thought into. But this would be more about just giving a very clear understanding of, did this… was this call good? Why or why not? How do we learn from this?
300 00:37:02.100 ⇒ 00:37:03.780 Uttam Kumaran: For every single call.
301 00:37:04.110 ⇒ 00:37:06.520 JanieceGarcia: Instead of actually… getting.
302 00:37:06.520 ⇒ 00:37:08.070 Uttam Kumaran: Not just… yeah.
303 00:37:08.070 ⇒ 00:37:10.220 JanieceGarcia: re-listen, having to figure it out ourselves.
304 00:37:10.220 ⇒ 00:37:29.100 Uttam Kumaran: Exactly, so the time that you would spend picking at random a couple calls, listening through, then giving… and having just one point of feedback a week or a month, you can now increase the rate at which you give the feedback, and that feedback is so rich, because you can look at every call they’ve done since you last talked to them.
305 00:37:29.100 ⇒ 00:37:32.580 Uttam Kumaran: every scorecard is there. And so, for the trainers.
306 00:37:32.850 ⇒ 00:37:50.150 Uttam Kumaran: in the past, maybe there only one or two points of evidence, you now… not only a wealth of evidence, but very specific. Hey, this part of this call, you can go isolate and have a discussion about, versus I just picked two calls at random and I listened to it. I think it’s still probably helpful to do that.
307 00:37:50.150 ⇒ 00:38:08.079 Uttam Kumaran: But in addition, you give the… you equip the trainer with a ton of info. You know, this happens in sales often, where in sales leadership, they often review, they do, like, just like game tape review, where you look at how you called a prospect, you do that, that’s… that’s… that’s where I’m coming from. And certainly, like, I want it to be easy for
308 00:38:08.080 ⇒ 00:38:15.420 Uttam Kumaran: the folks that are giving feedback to have a clear scorecard for every call, no matter what they pick, they have an understanding of.
309 00:38:15.420 ⇒ 00:38:18.999 YvetteRuiz: I think that’s the difference right there, every call, like, that’s what…
310 00:38:19.000 ⇒ 00:38:19.420 Uttam Kumaran: single one.
311 00:38:19.420 ⇒ 00:38:35.539 YvetteRuiz: Because there… because there’s stuff that you’re talking about that call sources, we’re just… there’s some stuff that we’re not tapping into, and we’ve had some issues with the AI stuff that’s going on over there, which I’ve already mentioned to Matt, you know what I mean? And the alerts and stuff like that, so…
312 00:38:36.050 ⇒ 00:38:50.759 YvetteRuiz: if, you know, if we’re talking, like, the every call piece of it, and there’s a little bit more of the taggings, because, again, CallSource has the taggings, they have the areas where they need… so it… yeah, I would… I’d want to dig a little bit more deeper into…
313 00:38:50.760 ⇒ 00:38:51.460 JanieceGarcia: cheaper.
314 00:38:51.750 ⇒ 00:39:04.090 Uttam Kumaran: But this is also where, again, like, software like CallSource is pitching the same software to anybody that makes phone calls, right? And they’re not even just focused on past or home services, right? So, let alone just ABC, and that’s where
315 00:39:04.180 ⇒ 00:39:20.049 Uttam Kumaran: like, this is where the build versus buy equation is on, like, hey, does the benefits of the customization outweigh the cost of, like, buying a platform? But I will always say that software vendors are always gonna say they can do everything, and, like.
316 00:39:20.120 ⇒ 00:39:33.100 Uttam Kumaran: this is where, like, I think sometimes you should find to the extent at which they can do it, versus they may have pitched that, hey, we have all these nice AI features, and it’s just a yes-no, right? And that’s where… that’s what I want to debate.
317 00:39:33.200 ⇒ 00:39:35.929 Uttam Kumaran: You know, versus the price of having us
318 00:39:36.300 ⇒ 00:39:44.070 Uttam Kumaran: You know, build something that’s a little bit more sophisticated and more effective, and then doing it in a timeframe that’s relevant.
319 00:39:45.060 ⇒ 00:39:45.740 MattBurns: Gotcha.
320 00:39:47.510 ⇒ 00:40:03.109 Uttam Kumaran: So yeah, I think, like, maybe, Amber, what we can do is we can plan on doing a call next week, on just the call source equation, and I’ll send these over email as to kind of prime that conversation. You know, this is the stuff that I just…
321 00:40:03.110 ⇒ 00:40:16.430 Uttam Kumaran: didn’t have access to understand, okay, what was the decision around call source? That way, I can start to understand, hey, if our initial, you know, pricing was too much, okay, can we do something where we show that we’re achieving these KPIs?
322 00:40:16.430 ⇒ 00:40:33.669 Uttam Kumaran: And that’s something that… that it’s more… it’s more fair. And certainly, I think it’s probably more fair than just paying call source, and there’s no milestone… there’s no sort of achievement, right? There’s no outcome. So, always, like, that’s… this is what I’m interested in, is like, is there a KPI or a goal that we can affect
323 00:40:33.680 ⇒ 00:40:40.519 Uttam Kumaran: To make sure that the money that you’re spending with us is gonna get us there. So, if we can do that next week, that would be great.
324 00:40:40.520 ⇒ 00:40:42.709 JanieceGarcia: Can I add to the question something that…
325 00:40:42.710 ⇒ 00:40:44.720 Uttam Kumaran: Sure, please, yeah, I’ll get to write it right now.
326 00:40:45.520 ⇒ 00:40:47.250 JanieceGarcia: Is…
327 00:40:47.870 ⇒ 00:41:00.799 JanieceGarcia: what you guys are talking about, and, you know, when you guys are thinking, okay, call source against Brain Forge, would you be able to do more than just inbound calls? Can we do all calls, outbound and inbound?
328 00:41:03.400 ⇒ 00:41:07.440 Uttam Kumaran: Yeah, I mean, to just spitball, if they’re all through 8x8, I don’t see why not.
329 00:41:07.980 ⇒ 00:41:08.600 JanieceGarcia: Okay.
330 00:41:09.070 ⇒ 00:41:16.619 Uttam Kumaran: like, if both of those calls are going through 8x8, 8x8 is the linchpin for us in the transcript data, not call source, so…
331 00:41:17.070 ⇒ 00:41:17.520 JanieceGarcia: Okay.
332 00:41:18.450 ⇒ 00:41:19.050 MattBurns: Yeah.
333 00:41:20.620 ⇒ 00:41:23.189 MattBurns: Outbound as well as inbound, yeah. Yeah, good.
334 00:41:23.190 ⇒ 00:41:23.720 Uttam Kumaran: Yeah.
335 00:41:24.380 ⇒ 00:41:42.219 Uttam Kumaran: Okay. I know we’ve taken up a bit more of our time, so I appreciate it. Sorry. No, no, no, I just wanted to make sure we got to this, because we’ve been talking about it, so… perfect. And then, yeah, I’m also very hopeful that next week we’ll come with some, like, deeper architecture decisions, and on Monday we can discuss on how we can kind of move those forward, so…
336 00:41:43.720 ⇒ 00:41:44.640 MattBurns: Perfect. Okay.
337 00:41:44.950 ⇒ 00:41:49.320 Uttam Kumaran: Perfect. Okay. Well, thank you all. Have a great weekend. Appreciate it, as usual.
338 00:41:49.320 ⇒ 00:41:51.000 YvetteRuiz: Thank you. Bye.
339 00:41:51.000 ⇒ 00:41:52.030 Amber Lin: Bye!
340 00:41:52.030 ⇒ 00:41:52.410 JanieceGarcia: Bye!
341 00:41:52.410 ⇒ 00:41:53.110 Uttam Kumaran: bye.