Meeting Title: ABC | Weekly KPI Review Date: 2026-01-05 Meeting participants: read.ai meeting notes, Yvette’s Notetaker (Otter.ai), JanieceGarcia, Amber Lin, YvetteRuiz
WEBVTT
1 00:02:43.400 ⇒ 00:02:44.470 Amber Lin: Hi, Janiece!
2 00:02:47.090 ⇒ 00:02:48.260 JanieceGarcia: Hi, Amber!
3 00:02:48.260 ⇒ 00:02:50.159 Amber Lin: Hello, how was your break?
4 00:02:52.390 ⇒ 00:02:53.310 JanieceGarcia: Not long enough.
5 00:02:53.840 ⇒ 00:03:02.479 Amber Lin: I agree, I agree. I woke up so many times last night because I was so stressed, I’m gonna miss the morning alarm. Oh, my.
6 00:03:04.330 ⇒ 00:03:05.200 JanieceGarcia: I know.
7 00:03:11.760 ⇒ 00:03:14.290 Amber Lin: Alright. Are you super busy today?
8 00:03:18.840 ⇒ 00:03:20.859 JanieceGarcia: No, I mean, we’re training.
9 00:03:23.160 ⇒ 00:03:24.220 Amber Lin: Gotcha.
10 00:03:24.530 ⇒ 00:03:26.210 Amber Lin: Let’s see…
11 00:03:27.720 ⇒ 00:03:38.450 Amber Lin: If you… if you want to get ready for training stuff, we can skip this meeting and then catch up, on the email or on messages. I think that could be… that could be helpful, or we.
12 00:03:38.450 ⇒ 00:03:39.180 JanieceGarcia: No, that’s not.
13 00:03:39.180 ⇒ 00:03:40.290 Amber Lin: go through.
14 00:03:40.290 ⇒ 00:03:43.779 JanieceGarcia: Oh, good, I thought Yvette was gonna be in here.
15 00:03:43.780 ⇒ 00:03:46.699 Amber Lin: Hmm. Usually she is, we can wait a little bit more.
16 00:03:46.700 ⇒ 00:03:50.710 JanieceGarcia: What would it be, Matt? Yeah, let me check if she sent me an email.
17 00:04:27.800 ⇒ 00:04:28.860 Amber Lin: Oh, hi, Yvette.
18 00:04:39.940 ⇒ 00:04:41.040 YvetteRuiz: Hi there!
19 00:04:43.520 ⇒ 00:04:44.460 YvetteRuiz: me.
20 00:04:45.670 ⇒ 00:04:47.770 Amber Lin: Just back from the holidays.
21 00:04:48.090 ⇒ 00:04:51.810 Amber Lin: Second meeting of the week, of… of this year.
22 00:04:52.010 ⇒ 00:04:55.359 YvetteRuiz: Yeah. I hear ya.
23 00:04:56.290 ⇒ 00:04:57.909 YvetteRuiz: How was your holiday?
24 00:04:58.890 ⇒ 00:05:08.540 Amber Lin: It was great. I went to… I went to my, partner’s family, so I spent 2 weeks in DC, so I am… am very, very relaxed.
25 00:05:09.080 ⇒ 00:05:11.009 YvetteRuiz: Nice, that’s good.
26 00:05:11.010 ⇒ 00:05:12.019 Amber Lin: What about you?
27 00:05:12.390 ⇒ 00:05:21.959 YvetteRuiz: It was good! I took the last week off, and for the first time ever, I think I’ve not touched anything from work at all.
28 00:05:21.960 ⇒ 00:05:22.650 Amber Lin: almost.
29 00:05:22.650 ⇒ 00:05:24.310 YvetteRuiz: Which was just, like…
30 00:05:24.770 ⇒ 00:05:32.760 YvetteRuiz: I don’t know, it was hard coming back today. But it was good, good. I had a lot of grandma time, which was amazing.
31 00:05:32.760 ⇒ 00:05:33.200 Amber Lin: Oh!
32 00:05:33.200 ⇒ 00:05:35.130 YvetteRuiz: my grandson’s first Christmas.
33 00:05:35.130 ⇒ 00:05:37.530 Amber Lin: Yeah, I remember.
34 00:05:37.690 ⇒ 00:05:40.130 YvetteRuiz: Yeah, it was all fun.
35 00:05:40.690 ⇒ 00:05:41.260 Amber Lin: Great.
36 00:05:41.510 ⇒ 00:05:49.580 Amber Lin: Well, okay, gotta pick up what we left… where we left before, before the holidays.
37 00:05:49.960 ⇒ 00:05:52.599 Amber Lin: Let me get my notes, then we can…
38 00:05:52.600 ⇒ 00:06:04.579 YvetteRuiz: I know, I was trying to find mine. I took all my stuff home, like I said, before I went on vacation, because I was gonna try to get myself organized, and I… so now I’m unpacking everything, trying to figure out where I put everything.
39 00:06:04.580 ⇒ 00:06:05.460 Amber Lin: Alright.
40 00:06:05.920 ⇒ 00:06:08.600 Amber Lin: Let’s think about it.
41 00:06:10.400 ⇒ 00:06:11.709 Amber Lin: There is…
42 00:06:12.340 ⇒ 00:06:21.359 Amber Lin: the zip code stuff that I would want to check on with the team. I know Utam was leading the conversation there when I was at office.
43 00:06:22.380 ⇒ 00:06:23.820 Amber Lin: Let’s see…
44 00:06:24.160 ⇒ 00:06:27.850 JanieceGarcia: I will say I have seen definitely positive changes.
45 00:06:28.620 ⇒ 00:06:33.170 JanieceGarcia: So, but I have… I have not seen that we’re completely done yet, but…
46 00:06:34.010 ⇒ 00:06:35.719 JanieceGarcia: Updates have been getting done.
47 00:06:36.020 ⇒ 00:06:37.970 Amber Lin: Gotcha. Okay.
48 00:06:41.830 ⇒ 00:06:59.530 YvetteRuiz: I did, Amber, I need to go through, and I meant to do this before I left, but I ran out of time, I need to go through this sheet that has, like, all the roles and names. I just need to update it, because now that I’m getting those reports, there’s still,
49 00:06:59.530 ⇒ 00:07:07.959 YvetteRuiz: several that don’t have a title next to them, so I want to make sure that I have everything assigned and entered. Can you just, again, quickly, just share that with me? Yeah.
50 00:07:07.960 ⇒ 00:07:08.330 Amber Lin: Totally.
51 00:07:08.330 ⇒ 00:07:09.490 YvetteRuiz: that link.
52 00:07:09.490 ⇒ 00:07:17.510 Amber Lin: I mostly just need the emails on a few people that we’re missing. Let me send that in our Google Chat so you have it for later.
53 00:07:17.510 ⇒ 00:07:20.299 YvetteRuiz: Okay. Just the emails you said, and…
54 00:07:20.630 ⇒ 00:07:27.100 Amber Lin: Unless someone left or newly joined, I think that should just be it, here.
55 00:07:27.850 ⇒ 00:07:32.830 Amber Lin: Let me copy this and send… In our chat.
56 00:07:34.240 ⇒ 00:07:35.220 Amber Lin: All right.
57 00:07:35.910 ⇒ 00:07:38.259 Amber Lin: Sent in Google Chat, and then…
58 00:07:38.260 ⇒ 00:07:38.770 YvetteRuiz: F.
59 00:07:41.860 ⇒ 00:07:54.179 Amber Lin: Oh, I think Janice added all the emails, so if you can check if these are still the up-to-date people, or any of them have left, I can… I can ask my team to update the emails.
60 00:07:55.690 ⇒ 00:08:02.539 YvetteRuiz: Okay, because I did… when I looked at the report, there was still a lot of them that didn’t have their roles and everything.
61 00:08:02.880 ⇒ 00:08:05.019 YvetteRuiz: So, I don’t know…
62 00:08:10.430 ⇒ 00:08:13.319 YvetteRuiz: Okay, I’m gonna go back to the report and see what…
63 00:08:14.490 ⇒ 00:08:19.880 YvetteRuiz: Why do we still have people with no… Information.
64 00:08:20.170 ⇒ 00:08:34.089 Amber Lin: Yeah. Let me just go back to my team and check. I think they just need to manually refresh it one time, and if the issue is still… once they do that, I’ll resend the report to check if it works.
65 00:08:34.090 ⇒ 00:08:34.630 YvetteRuiz: up.
66 00:08:34.830 ⇒ 00:08:41.120 Amber Lin: But after that, if there’s still any role discrepancies, I’ll ask you to double check.
67 00:08:42.010 ⇒ 00:08:44.359 YvetteRuiz: Got it, okay.
68 00:08:51.440 ⇒ 00:08:52.610 YvetteRuiz: That,
69 00:09:01.900 ⇒ 00:09:09.490 YvetteRuiz: I did… I mean, I don’t want to take over the meeting, so whatever you have, like, to go over, Amber, go ahead, and then I will have whatever I have.
70 00:09:09.760 ⇒ 00:09:10.560 Amber Lin: No, go ahead.
71 00:09:10.560 ⇒ 00:09:21.280 YvetteRuiz: Ask questions, okay. So, a couple things. I just… I started trying to get myself, organized for the new year, so I created just a tab that has,
72 00:09:22.070 ⇒ 00:09:30.310 YvetteRuiz: our meeting, so then that way I can archive everything that’s being sent to me, so when we meet on Monday. So I wanted to just do a quick…
73 00:09:31.290 ⇒ 00:09:46.619 YvetteRuiz: just kind of a run-through through each department and see where every… where we feel everyone’s at. Because I know that mechanical and dispatch were a little bit confused, because early on, they had both shared their…
74 00:09:46.830 ⇒ 00:09:59.479 YvetteRuiz: their SOPs, and their protocols and everything. And I don’t know if there was, like, miscommunication, but Cass had mentioned that you had wanted them to combine everything together, but they are…
75 00:09:59.590 ⇒ 00:10:12.029 YvetteRuiz: Yes, they’re under the mechanical department, but they still have different roles, so they’re, like, dispatch would have different SOPs than what mechanical… the mechanical CSRs would. Some are the same…
76 00:10:12.030 ⇒ 00:10:20.390 Amber Lin: I remember, I think when I talked about that with them, we wanted to put the dispatch SOPs in the mechanical dock.
77 00:10:20.390 ⇒ 00:10:45.050 Amber Lin: Not necessarily to remove the new dispatch separate ones, but just to put them in one central dock. And I asked them, hey, do you want to have these two docks separately? One for… one central dock for dispatch, one central dock for mechanical? And I think we agreed to have it in one dock, but that doesn’t mean we’ll remove the dispatch stuff. It would just stay in one place so they can look at it.
78 00:10:45.050 ⇒ 00:10:45.750 Amber Lin: together.
79 00:10:46.170 ⇒ 00:11:02.669 YvetteRuiz: Okay, so that’ll be there. Then she… so then, what… what do they have to do then? Because she had shared all… what I’m saying was she cast… they had shared all the… the documents with you, and I don’t… I think they’re… and again, I don’t know if maybe there’s confusion or something, but they’re… I think they feel like…
80 00:11:03.310 ⇒ 00:11:11.150 YvetteRuiz: We don’t have that… you don’t have that information. Do you have that information? I just need to know how to guide them, like, where are they today so we can get them going?
81 00:11:11.150 ⇒ 00:11:35.859 Amber Lin: Last time we met, which is, like, 2 weeks ago, there was a few things that we were able to consolidate, and then there was a long document, that had some overlap with mechanical that we agreed, and we agreed with Cass that she’ll go through them and just pick out the ones that’s different with mechanical, so we can add it in, just so that we don’t have a significant bloat in the central dock.
82 00:11:36.070 ⇒ 00:11:49.100 Amber Lin: So that’s what we ended up agreeing with, and I… and my task was to add the remaining docs that we were sure, hey, these are… these are different for dispatch, so I’m going to add those docs
83 00:11:49.100 ⇒ 00:11:56.500 Amber Lin: to the central doc. And Cass should know which one I’m talking about, but let me check my chat history so I can loop you in as well.
84 00:11:56.500 ⇒ 00:12:16.420 YvetteRuiz: Yeah, she says, I was reading through her email she sent me, because I told her, just send me the email, because I meet with Amber on Mondays, so I’ll get clarification. She says discussed, I have fully enforced the use of Andy with my team, which a lot of them are doing. All training documents were submitted on July 15, 2025.
85 00:12:16.420 ⇒ 00:12:24.000 YvetteRuiz: However, during my conversation with Amber on the 17th, she advised me she has not yet seen the dispatch-related documents.
86 00:12:24.240 ⇒ 00:12:32.530 YvetteRuiz: She also indicated that the technician details, including zip codes and tech levels, have not been fully loaded into the system.
87 00:12:33.430 ⇒ 00:12:40.090 YvetteRuiz: Amber mentioned that much of our information in TARS appears to be the same and expressed concerns that it could potentially confuse Andy.
88 00:12:40.100 ⇒ 00:12:56.089 YvetteRuiz: I explained that while some information overlaps, we do have several distinct processes and requirements, which I just mentioned. She recommended that we separate our training material and resend only the documents that specifically pertain to dispatch. So is that what you…
89 00:12:56.290 ⇒ 00:13:03.710 YvetteRuiz: I told her to do, is just everything that is the same, just take out what’s sep… what’s… what is, different. Okay.
90 00:13:03.710 ⇒ 00:13:21.149 Amber Lin: Yeah, so that we don’t have to update Andy in 5 areas when we have to update something. Okay, so I think she sent exactly what we agreed on, so I was gonna add these things in the all-dispatch folder. Okay. She’s going to isolate and then, add the last names to the tech levels.
91 00:13:21.150 ⇒ 00:13:22.280 YvetteRuiz: Gotcha, okay.
92 00:13:24.280 ⇒ 00:13:28.550 YvetteRuiz: And she may have been confused in the beginning, because it was all new to everyone. It’s kind of like, well.
93 00:13:28.550 ⇒ 00:13:28.989 Amber Lin: Hi, I see.
94 00:13:28.990 ⇒ 00:13:29.499 YvetteRuiz: Send it on.
95 00:13:29.500 ⇒ 00:13:31.169 Amber Lin: I think she was pretty clear.
96 00:13:31.170 ⇒ 00:13:32.080 YvetteRuiz: Yeah.
97 00:13:33.350 ⇒ 00:13:41.189 YvetteRuiz: So she was like, I sent it all in July 15th, but now I see, it’s like, okay, she only wants to be… you only want separated what’s dispatch.
98 00:13:44.940 ⇒ 00:13:46.889 YvetteRuiz: Okay, so…
99 00:13:47.010 ⇒ 00:13:56.009 YvetteRuiz: Aside from that, so has she sent that to you or not? That’s why I just… I want to go through every department and see where they’re at with their material. Are they good?
100 00:13:57.080 ⇒ 00:14:13.810 Amber Lin: Let me… let me check on that. I need to confirm with her if she has sent me the updated ones from the mechanical dispatch training overview. That’s the only doc that she needs to work on. But it was right before the holiday, so I… I would give her a bit more time.
101 00:14:14.390 ⇒ 00:14:15.200 YvetteRuiz: Okay.
102 00:14:15.580 ⇒ 00:14:21.720 YvetteRuiz: Other than that, what else are we stuck with mechanical, or is everything else okay with mechanical?
103 00:14:22.610 ⇒ 00:14:23.109 Amber Lin: Have them full.
104 00:14:23.110 ⇒ 00:14:23.730 YvetteRuiz: elite.
105 00:14:25.110 ⇒ 00:14:35.210 Amber Lin: Mechanical is one of the earliest new departments that we added, so they’re… I would say they’re the more, most advanced of the… except for pest.
106 00:14:35.260 ⇒ 00:14:43.449 Amber Lin: I think… I will confirm if their… all their zip codes has been added, because last time I checked, they were missing last names.
107 00:14:43.450 ⇒ 00:14:57.030 Amber Lin: So I will need to confirm on that. In terms of the dock, I would say it’s just missing, missing the dispatch information. That’s most of the feedback that I’m seeing, so once me and Cass work on that and add it, that should be fine.
108 00:14:57.030 ⇒ 00:14:59.890 Amber Lin: Last… I think…
109 00:15:00.450 ⇒ 00:15:19.670 Amber Lin: Other than that, we’ll see what the feedback comes in, but I think we’re in a good feedback loop that both of them are checking the feedback quite often. The CSRs are using it quite often, so if there’s anything that is not up-to-date, they are getting updated. So, what I want to see is just that there is a…
110 00:15:19.820 ⇒ 00:15:24.880 Amber Lin: positive loop, and not just… not that everything is perfect, I just want to see it’s getting better.
111 00:15:25.800 ⇒ 00:15:26.640 YvetteRuiz: Okay.
112 00:15:26.850 ⇒ 00:15:30.289 YvetteRuiz: I was looking at their usage.
113 00:15:31.290 ⇒ 00:15:38.889 YvetteRuiz: And again, that was holidays, it was slow, so I’m giving grace there, because there’s people that were off and everything.
114 00:15:39.270 ⇒ 00:15:44.920 Amber Lin: Before I left, they were in the lead for 2 weeks already. They were higher than Pess for 2 weeks.
115 00:15:45.960 ⇒ 00:15:48.769 YvetteRuiz: Yeah, pest and mechanical were the same. This… this past
116 00:15:49.110 ⇒ 00:16:01.759 YvetteRuiz: There are still the drivers. Okay, so that’s looking good. What about home improvement? I do have concerns with that division. Where are we with them? Are they up to date?
117 00:16:02.110 ⇒ 00:16:04.889 YvetteRuiz: I mean, what are we waiting on, if anything?
118 00:16:05.090 ⇒ 00:16:07.510 YvetteRuiz: Azure Usage the worst.
119 00:16:07.720 ⇒ 00:16:23.409 Amber Lin: For home improvement, based on my understanding, all the docs should be in there. However, I don’t know how the… because there’s also less people in that department, so I don’t know what the comparative usage is.
120 00:16:23.480 ⇒ 00:16:29.929 Amber Lin: I do think Mechanical is the most active in promoting their people to use ANDI.
121 00:16:30.080 ⇒ 00:16:33.940 Amber Lin: But let me check on the feedback.
122 00:16:35.090 ⇒ 00:16:39.019 YvetteRuiz: So, all documents are in the system, then, for your home improvement.
123 00:16:39.270 ⇒ 00:16:45.899 Amber Lin: Yeah, based on what I got, we’ve been able to put all of them in there, and then…
124 00:16:46.040 ⇒ 00:16:47.180 YvetteRuiz: Feedback.
125 00:16:47.180 ⇒ 00:16:49.180 Amber Lin: On the thumbs down.
126 00:16:49.830 ⇒ 00:16:52.180 YvetteRuiz: Things that they need to work on.
127 00:16:53.100 ⇒ 00:16:53.620 Amber Lin: Mmm…
128 00:16:58.230 ⇒ 00:16:59.650 Amber Lin: Let me check…
129 00:17:00.390 ⇒ 00:17:12.440 Amber Lin: Here, can I go check on the completion rate of the feedbacks assigned to, Brenda and get back to you? Because right now, I don’t… I don’t want to present a wrong picture of what they have.
130 00:17:12.440 ⇒ 00:17:29.659 YvetteRuiz: Sure, yeah, yeah, no, no, no worries. And then the same thing for Lawn. I know before I left, Patricia was trying to reach someone to talk to someone. I do think that in the chat, I think Casey met with her. So where are they? I mean, if you don’t have the answers, that’s fine. I just want to know where every division is.
131 00:17:29.990 ⇒ 00:17:33.139 YvetteRuiz: Or do we have all their information?
132 00:17:33.320 ⇒ 00:17:45.920 YvetteRuiz: all their central doc going? Do we have everything active that we need on there? And then, of course, are they use… I mean, I have the usage piece of it, but are they triaging? Are they handling their thumbs downs quick enough?
133 00:17:48.290 ⇒ 00:17:51.690 Amber Lin: Gotcha, let me note that down, and then I can check with the team.
134 00:17:52.750 ⇒ 00:17:57.409 Amber Lin: Because I also need to catch up on a week before, people went on break.
135 00:17:58.430 ⇒ 00:18:05.300 YvetteRuiz: Okay, so yeah, if you can provide me that. And then, the cancellation stuff, the things that we met on.
136 00:18:06.160 ⇒ 00:18:08.860 YvetteRuiz: Again, I may be hitting you with a lot of stuff.
137 00:18:08.860 ⇒ 00:18:09.780 Amber Lin: No, it’s all good.
138 00:18:09.780 ⇒ 00:18:10.849 YvetteRuiz: It’s all good.
139 00:18:10.850 ⇒ 00:18:15.569 Amber Lin: No, I just… this is what this meeting is for, I want to write down everything that we need to do.
140 00:18:16.610 ⇒ 00:18:22.040 Amber Lin: I just… I met with Uten before I left on vacation, and I kind of let him know.
141 00:18:22.040 ⇒ 00:18:32.350 YvetteRuiz: how it would be better to structure the meetings, just to make sure, because I think these meetings are really important. Well, one, I ask, because I just… I always look at my meetings throughout the year, it’s like, okay.
142 00:18:32.450 ⇒ 00:18:45.540 YvetteRuiz: I don’t want to have just a meeting, not to have a meeting. I want to have purpose, and I want to make sure that we’re driving results, right? Like, what specifically are we going to be covering in these meetings when we come to the meetings, right? So, one, I want to make sure that… I want to know…
143 00:18:45.730 ⇒ 00:19:04.340 YvetteRuiz: where all my divisions are? Is there something that we’re lacking on our end? What are still some of the ongoing issues that we’re having, if any? So that’s why I kind of wanted to do a brush through on where all my divisions are today. Is everybody up and running? Are documents clear? And then,
144 00:19:04.560 ⇒ 00:19:07.470 YvetteRuiz: Start really deep diving into that.
145 00:19:07.470 ⇒ 00:19:08.330 Amber Lin: Gotcha.
146 00:19:08.540 ⇒ 00:19:25.369 Amber Lin: hear you on that, I’ll get back to you on the divisions. I have a question about what your plan is for… what do you see us accomplishing this year, so I can… I can also ask my team of what their thoughts are, and so we can rejoin on that.
147 00:19:25.640 ⇒ 00:19:36.110 YvetteRuiz: Yeah, so, a lot of the things are going to be is, one, I need to make sure that the documents that we have in there are…
148 00:19:38.300 ⇒ 00:19:56.699 YvetteRuiz: what’s the… what’s the word that I’m looking for? That they are… they are laid out correctly, right? So, like, the way Andy’s giving the answers, that they are being more probing questions, you know what I mean? Like, like we talked about the attributes and things like that, so I want to make sure that we have Andy really answering the way it needs to be answering, right?
149 00:19:57.200 ⇒ 00:20:09.030 YvetteRuiz: And then the other thing is gonna be the cancellation. Cancellation’s gonna be a big focus to make sure that we have all that laid out. So then that way we have the safe tactics, we have all that built into ANDI.
150 00:20:09.380 ⇒ 00:20:16.210 YvetteRuiz: And then the KPIs is going to be another big, thing for, me, Amber, is really knowing
151 00:20:16.490 ⇒ 00:20:20.030 YvetteRuiz: the usage. And then we talked about.
152 00:20:20.460 ⇒ 00:20:28.860 YvetteRuiz: Really, you guys providing us a more, summarized… what questions are being asked, what areas that we should be.
153 00:20:28.860 ⇒ 00:20:29.240 Amber Lin: Focus.
154 00:20:29.240 ⇒ 00:20:44.959 YvetteRuiz: on. I know that you guys are working on a bigger scale for ABC, but what I’ve been told is that we’re separating, we’re keeping the call center separate, and so I just want to make sure that… because that summary really does help us, like, what are all the questions that are being asked? What is being…
155 00:20:44.960 ⇒ 00:20:53.619 YvetteRuiz: you know, said, where do we need to focus on? So that information is really what I’m gonna want. And then, I know…
156 00:20:53.670 ⇒ 00:20:56.710 YvetteRuiz: We still haven’t made progress, but, like, on the transcripts.
157 00:20:57.520 ⇒ 00:21:07.929 YvetteRuiz: where are we with the transcripts? What kind of phone calls are we getting, you know, that are tied to Andy, that Andy can help us? Like, that’s the stuff that we still don’t know today.
158 00:21:08.490 ⇒ 00:21:13.369 YvetteRuiz: And I feel that we are in a better place with our documents, I think.
159 00:21:13.670 ⇒ 00:21:29.570 YvetteRuiz: we have people utilizing it, now it’s really… next step is really taking a… taking the step into doing a deep dive into the KPIs and seeing, okay, how are our CSRs using it? What are the phone calls? How do the phone calls look? And measure based off of that.
160 00:21:29.780 ⇒ 00:21:32.539 Amber Lin: Gotcha. Okay. So, I think…
161 00:21:32.720 ⇒ 00:21:50.049 Amber Lin: just to repeat back to you so that you know that I’ve heard what you said. So right now, we’ve got a lot more usage than when we started, and people have accepted this tool, so I think we’re going to do more to extract more value out of Andy, and that includes
162 00:21:50.360 ⇒ 00:22:08.660 Amber Lin: Making sure that Annie can ask probing questions, so the conversations flow better and people get what they want. Making sure that we cover cancellations, because that ties into revenue and is a big piece of the call center. And also.
163 00:22:08.870 ⇒ 00:22:25.249 Amber Lin: to give you guys a good idea on the KPIs, including usage, and having more advanced insight of, okay, what questions are being asked, and also using transcript to see what can be improved, in the calls.
164 00:22:25.970 ⇒ 00:22:27.090 YvetteRuiz: Yes, perfect.
165 00:22:27.090 ⇒ 00:22:27.540 Amber Lin: Awesome.
166 00:22:27.540 ⇒ 00:22:34.739 YvetteRuiz: And… and Amber, how are… I want to know… I want to get to the point, because I know we have a handful of new hires, right?
167 00:22:35.300 ⇒ 00:22:41.139 YvetteRuiz: Like, how… Are we going to measure that they get ramped up and trained quicker?
168 00:22:43.060 ⇒ 00:22:49.070 YvetteRuiz: So, that’s the piece that I really want to kind of identify, okay, we have someone, and I’d like to…
169 00:22:49.390 ⇒ 00:22:53.580 YvetteRuiz: I think Jessica Cook is one of our newest CSRs, and her usage is…
170 00:22:54.300 ⇒ 00:23:02.489 YvetteRuiz: out there. It’s really high in branding, because she’s a new hire there. She’s probably asking questions and everything, but how am I going to measure that
171 00:23:03.410 ⇒ 00:23:07.439 YvetteRuiz: She’s actually… her… her training was decreased.
172 00:23:07.660 ⇒ 00:23:11.599 YvetteRuiz: from the X amount to this because of Andy.
173 00:23:11.600 ⇒ 00:23:14.999 Amber Lin: Gotcha. So usually.
174 00:23:15.800 ⇒ 00:23:31.249 Amber Lin: I would say we can look at, the time that she takes to take the first call, or to take the first good call, without supervision from… because I know they usually shadow someone,
175 00:23:31.510 ⇒ 00:23:34.420 Amber Lin: And if they… let’s see…
176 00:23:34.530 ⇒ 00:23:43.069 Amber Lin: If they were able to provide insights or ask questions in the meeting, that demonstrates some knowledge of,
177 00:23:43.580 ⇒ 00:23:45.750 Amber Lin: Knowledge of what is going on.
178 00:23:46.140 ⇒ 00:23:48.099 Amber Lin: Let’s see…
179 00:23:48.900 ⇒ 00:23:58.709 YvetteRuiz: Yeah, and I 100% agree with you, and I think this is where the transcripts are so valuable, like, it would be very good to see, okay, this is a new hire right here. I’m gonna pull
180 00:23:59.570 ⇒ 00:24:15.309 YvetteRuiz: 20 of her calls, right? And I want to see how she handled them, and did she utilize Andy in the mix? But I think we don’t have that piece right there, and that would be, like, super helpful, just to really start testing it on some of these new hires.
181 00:24:15.730 ⇒ 00:24:18.129 Amber Lin: Gotcha, okay. And I…
182 00:24:18.130 ⇒ 00:24:29.840 JanieceGarcia: I know, from our huddle this morning, that they’re being put in queue today. They’re starting their nesting period today, so they’re gonna start taking inbound calls already.
183 00:24:30.700 ⇒ 00:24:32.939 JanieceGarcia: So, just to kind of give you that…
184 00:24:32.940 ⇒ 00:24:33.700 Amber Lin: What’s the usual.
185 00:24:33.700 ⇒ 00:24:36.950 YvetteRuiz: And I want to know how many of them are going to Andy and using it, or they’re still.
186 00:24:36.950 ⇒ 00:24:37.330 Amber Lin: Small area.
187 00:24:37.330 ⇒ 00:24:54.060 YvetteRuiz: they’re still asking their person the questions to do that. But even to the next level, too, Amber, and I don’t want to scroll too much, but it does… it does still pertain to people learning, whether it be overflow or, a new… so right now, we are…
188 00:24:54.090 ⇒ 00:25:12.659 YvetteRuiz: we have a new department that we’re creating, which is… they’re going to be handling a lot of, like, the web requests that come in, a lot of the SMSs, a lot of the chats that come through, and a lot of those questions can be all different type of services, you know, service questions, so it could be mechanical, it could be home improvement, it could be pests, right?
189 00:25:12.860 ⇒ 00:25:16.199 YvetteRuiz: But, I mean, that would even be super helpful to know
190 00:25:16.810 ⇒ 00:25:19.410 YvetteRuiz: can they just go to Andy to get those questions, right?
191 00:25:21.250 ⇒ 00:25:23.410 YvetteRuiz: And how do we measure that?
192 00:25:24.180 ⇒ 00:25:25.330 Amber Lin: Gotcha. Okay.
193 00:25:34.330 ⇒ 00:25:49.740 Amber Lin: I think, especially for the new team, because we… we… when we started, we had a question bank of the possible questions that can be asked, and we already have the standard answers to those questions. We can start by
194 00:25:49.760 ⇒ 00:26:02.970 Amber Lin: we can maybe start by measuring against, especially for the web, or SMS questions, maybe measure against those standard questions that we have collected before, and see
195 00:26:03.350 ⇒ 00:26:10.929 Amber Lin: Or give that as a training doc to this new team, so they can… they can handle, they know what Andy can handle.
196 00:26:13.050 ⇒ 00:26:13.640 YvetteRuiz: Yeah?
197 00:26:14.880 ⇒ 00:26:15.420 YvetteRuiz: Okay.
198 00:26:15.420 ⇒ 00:26:20.739 Amber Lin: Are those always new people, or are you gonna pick them from the already experienced team?
199 00:26:21.200 ⇒ 00:26:30.079 YvetteRuiz: No, they would have to be already experienced, I mean… I see. Yeah, because they… yeah, we want them well-rounded, but even… even some of them that are with us, they don’t…
200 00:26:30.430 ⇒ 00:26:42.780 YvetteRuiz: they don’t know all the… they don’t know all the lines of business. But at least they know enough on how to, you know, handle the… the flow of things, the conversations and things like that, or where to go get the answers from.
201 00:26:45.940 ⇒ 00:26:53.999 Amber Lin: Gotcha. Sounds good. Let me just… is that all? I would love to go through all the things so I’ll make sure I don’t miss anything.
202 00:26:54.860 ⇒ 00:27:00.710 YvetteRuiz: I mean, right now, that… I mean, I think those are kind of the key… the key things, for sure.
203 00:27:00.900 ⇒ 00:27:14.669 YvetteRuiz: I know, again, transcripts are going to be able to tell us a whole lot of information, because one, it just tells us everything on the phone call, and what are our agents struggling with, and I think that’s kind of the bottom line is, right? Like, what…
204 00:27:15.340 ⇒ 00:27:30.989 YvetteRuiz: what is going to better the customer experience to where my CSRs are able to answer the question right then and then? And I think that’s the piece that I’ve not been able to go in there and unfold, because I can say, use Andy, use Andy, but is Andy working… is Andy working and giving them the right answers?
205 00:27:32.750 ⇒ 00:27:43.009 Amber Lin: Gotcha. Okay, so that’s the central line that we will… we’ll try to measure against. Maybe when we get access to the systems, we’ll be able to see…
206 00:27:43.010 ⇒ 00:27:55.590 Amber Lin: people’s ratings or comments after the call, or as a whole, to measure if that has improved. So maybe if we get access to new systems, maybe that will become possible.
207 00:27:55.590 ⇒ 00:28:06.939 Amber Lin: But immediately on this end, I think it’s… it’s measuring if we’re able to give people the information they need. So that would be the… the feedback that comes in is that overall
208 00:28:06.940 ⇒ 00:28:17.170 Amber Lin: Reducing, especially for the more mature departments, like pest and mechanical. So we’ll be measuring that to see if people get what they wanted in their questions.
209 00:28:18.070 ⇒ 00:28:18.690 YvetteRuiz: Okay.
210 00:28:19.350 ⇒ 00:28:28.510 Amber Lin: Yeah, one last question. So, in last year, we did the daily messages, and we ran out of what we scheduled for them.
211 00:28:28.990 ⇒ 00:28:36.180 Amber Lin: We want to continue that for 2026? If so, I can have the team schedule that and ask you guys to approve them.
212 00:28:37.200 ⇒ 00:28:42.179 YvetteRuiz: Yeah, no, for sure, we definitely do. I think that there was a… a lot of,
213 00:28:42.480 ⇒ 00:28:44.450 YvetteRuiz: Positives that came out of that.
214 00:28:45.430 ⇒ 00:28:55.480 YvetteRuiz: I was thanking Casey the other day, because he did, when Andy went down, he kind of put that message letting him know that they were working on it, which I think that was very appreciated.
215 00:28:55.910 ⇒ 00:28:57.680 YvetteRuiz: And the message went out to them.
216 00:28:57.920 ⇒ 00:28:59.190 Amber Lin: Yeah, sounds good.
217 00:29:00.820 ⇒ 00:29:01.410 YvetteRuiz: Yep.
218 00:29:02.920 ⇒ 00:29:03.700 Amber Lin: Alright.
219 00:29:04.210 ⇒ 00:29:10.840 Amber Lin: 2 minutes, I’ll run through everything to make sure that I got everything. So…
220 00:29:10.980 ⇒ 00:29:14.810 Amber Lin: I already asked Casey to update the roles,
221 00:29:15.050 ⇒ 00:29:32.029 Amber Lin: in real, so in the dashboard, so I’ll get back to you when that’s completed. I’ll follow up on the zip codes to make sure, like, to check on what other work we need to get done. And then the next big task is, okay, evaluate all the departments to see where they’re at in terms of
222 00:29:32.030 ⇒ 00:29:41.859 Amber Lin: essential dock, the zip codes, the usage, and also for the trainers, how they’re triaging and updating that. So that’s the areas I’ll look at.
223 00:29:42.120 ⇒ 00:29:45.689 Amber Lin: Next big task for this year’s cancellations.
224 00:29:45.810 ⇒ 00:29:50.120 Amber Lin: So, I know I have a task to send it out to…
225 00:29:50.490 ⇒ 00:29:55.110 Amber Lin: Everybody, so I’ll make sure that everybody gets that template.
226 00:29:55.310 ⇒ 00:30:00.680 Amber Lin: That they’ll need, and then I know we have a meeting coming up in about 2 weeks.
227 00:30:00.880 ⇒ 00:30:03.140 Amber Lin: 2 or 3 weeks.
228 00:30:03.320 ⇒ 00:30:14.939 Amber Lin: Next thing is the 2026 messages. That’s more immediate, so make sure that gets scheduled. And for the longer term, it’s okay.
229 00:30:16.810 ⇒ 00:30:29.990 Amber Lin: For the new hires, how can we measure that they’re ramping up to speed? And also, the new team that’s getting added, how do we also, make sure that they get the support they need from Andy?
230 00:30:30.950 ⇒ 00:30:32.450 YvetteRuiz: Yeah, for sure.
231 00:30:32.450 ⇒ 00:30:33.270 Amber Lin: Okay.
232 00:30:33.270 ⇒ 00:30:33.790 YvetteRuiz: Yeah.
233 00:30:35.150 ⇒ 00:30:36.700 YvetteRuiz: Sounds good. Sounds perfect.
234 00:30:36.700 ⇒ 00:30:37.150 Amber Lin: Alright.
235 00:30:37.640 ⇒ 00:30:38.490 Amber Lin: I have a meeting with…
236 00:30:38.490 ⇒ 00:30:39.530 YvetteRuiz: Thank you so much, Amber.
237 00:30:39.530 ⇒ 00:30:46.930 Amber Lin: So, yeah, thank you for letting me know what you have on your mind, because that’s really important to us, so I appreciate you.
238 00:30:47.550 ⇒ 00:31:03.100 YvetteRuiz: Yeah, I appreciate it. I know we’re going on a year. I think we made a lot of solid progress throughout the year. Now it’s just a matter of, okay, what are we still lacking, right? Because I don’t want to still be doing, like, beginner stuff. I want to already start… okay, we need to start looking at what… what are we…
239 00:31:03.100 ⇒ 00:31:12.570 YvetteRuiz: What is now Andy bringing to the table? How are we developing our people, and how are we making the customer service experience better, based on all the tools and the investments that we’ve done?
240 00:31:14.110 ⇒ 00:31:14.560 Amber Lin: Yeah.
241 00:31:14.560 ⇒ 00:31:15.190 JanieceGarcia: Nope.
242 00:31:16.200 ⇒ 00:31:17.690 YvetteRuiz: Well, I appreciate you, Miss Amber.
243 00:31:18.520 ⇒ 00:31:19.900 Amber Lin: Yeah, I appreciate it both.
244 00:31:20.620 ⇒ 00:31:21.100 YvetteRuiz: Alrighty.
245 00:31:21.100 ⇒ 00:31:21.740 JanieceGarcia: Thank you. Bye.
246 00:31:21.740 ⇒ 00:31:22.230 Amber Lin: Bye!
247 00:31:22.230 ⇒ 00:31:23.289 YvetteRuiz: Happy New Year, bye.