Meeting Title: Andy Feedback and Training Sync Date: 2025-08-06 Meeting participants: ShannonMartinez, read.ai meeting notes, JanieceGarcia, Amber Lin, Denise Dunn, MarkebaDavis, AmyRichter
WEBVTT
1 00:01:45.780 ⇒ 00:01:46.410 JanieceGarcia: Man.
2 00:01:48.700 ⇒ 00:01:50.940 ShannonMartinez: Yeah, it kind of tricky.
3 00:02:32.250 ⇒ 00:02:32.760 JanieceGarcia: Hey! Amber.
4 00:02:32.760 ⇒ 00:02:33.580 Amber Lin: Hello! There!
5 00:02:45.040 ⇒ 00:02:49.539 Amber Lin: We’ll wait a bit for people to trickle in. Hi, Denise.
6 00:02:53.820 ⇒ 00:02:54.270 JanieceGarcia: Denise.
7 00:02:54.270 ⇒ 00:02:55.200 Denise Dunn: I can’t see.
8 00:02:55.200 ⇒ 00:02:55.910 JanieceGarcia: I hear you.
9 00:02:55.990 ⇒ 00:03:02.690 Denise Dunn: Hi, my camera on my laptop does not work. I have an external camera, but it’s at my house. So I do apologize.
10 00:03:02.960 ⇒ 00:03:03.960 Denise Dunn: Oh, no.
11 00:03:03.960 ⇒ 00:03:12.630 Denise Dunn: yeah. And the overflow training starts at 2. So I had just asked Shannon, and she said, probably need to hop off, because it’s the 1st day of training.
12 00:03:13.530 ⇒ 00:03:20.080 JanieceGarcia: Yes. Well, we’re only supposed to go with the oh, with the agents. We’re only supposed to be in for about 30 min, anyway.
13 00:03:20.420 ⇒ 00:03:25.060 Denise Dunn: Okay, I have like, well, 13 min. But
14 00:03:30.320 ⇒ 00:03:30.910 Denise Dunn: okay.
15 00:03:31.182 ⇒ 00:03:42.900 ShannonMartinez: I was helping the ladies get set up, they should be joining any second. Denise does have overflow training coming up at 2, so she’ll only be able to hop in for a little bit, but so we’ll let her go first.st
16 00:03:43.160 ⇒ 00:03:43.850 Amber Lin: Okay.
17 00:03:44.430 ⇒ 00:03:54.410 JanieceGarcia: Yes, and what I was telling Amber to Shannon. They’re only marked on the plotter for 30 min. They’re not even supposed to be with us for the entire hour, so they should be out at 2 15 anyway.
18 00:03:54.780 ⇒ 00:03:58.120 ShannonMartinez: Yeah. Her overflow lawn overflow. Training starts at 2. So.
19 00:03:58.120 ⇒ 00:03:58.530 JanieceGarcia: Cool.
20 00:03:58.990 ⇒ 00:03:59.740 Amber Lin: Okay.
21 00:03:59.740 ⇒ 00:04:00.320 ShannonMartinez: Yeah.
22 00:04:00.480 ⇒ 00:04:01.439 JanieceGarcia: Hi kiva hi.
23 00:04:01.440 ⇒ 00:04:01.880 MarkebaDavis: Hi.
24 00:04:05.530 ⇒ 00:04:23.499 Amber Lin: Right? So most let’s get started first.st I think we want to hear feedback on how you feel with the current new central, Doc, how you feel with Andy any improvements we should make? And if you suggest and we’ll make them here directly. And then we want to also look at trans.
25 00:04:23.930 ⇒ 00:04:49.389 Amber Lin: I think Shannon or Janice pulled some call transcripts, and we can look at them together to see. Oh, here’s the opportunity that we could have used Andy. This is how we can improve, so I will let shannon and Denise lead this meeting, and also in the future Denise or Shannon. We can do this in Google meets if you want, because sometimes my meeting room is used from my teams as well, and it’ll be a lot easier if we do it.
26 00:04:49.390 ⇒ 00:04:50.190 JanieceGarcia: Absolutely.
27 00:04:50.500 ⇒ 00:04:57.910 ShannonMartinez: I think we should. That should be the way to go, because we’re accustomed to doing Google meets. And I think it just makes it easier.
28 00:04:57.910 ⇒ 00:05:00.490 JanieceGarcia: For the agents, especially, yeah.
29 00:05:00.490 ⇒ 00:05:03.720 Amber Lin: Yeah, totally. So we can change that. Just invite me. Okay.
30 00:05:03.970 ⇒ 00:05:04.510 JanieceGarcia: Cool.
31 00:05:04.760 ⇒ 00:05:06.270 Amber Lin: All right.
32 00:05:06.564 ⇒ 00:05:11.270 ShannonMartinez: I know that Denise’s camera is not working. But are you able to hear us, Denise?
33 00:05:11.270 ⇒ 00:05:12.079 ShannonMartinez: Yes, ma’am.
34 00:05:12.080 ⇒ 00:05:20.959 ShannonMartinez: okay. I know that you want to hop out first.st So can you share some feedback on your experience with Andy in the Central Doc and navigating through things.
35 00:05:21.816 ⇒ 00:05:33.560 Denise Dunn: I haven’t had any experiences that didn’t work out well, in all honesty I’ve had a great experience, and of course I’ve been heavily, using the customer retention. Feature of things.
36 00:05:33.700 ⇒ 00:05:34.430 Denise Dunn: Okay.
37 00:05:34.430 ⇒ 00:05:36.340 ShannonMartinez: Good to know.
38 00:05:36.340 ⇒ 00:05:37.560 JanieceGarcia: That’s awesome. Tactic.
39 00:05:37.560 ⇒ 00:05:38.640 ShannonMartinez: Thanks, Girl.
40 00:05:38.640 ⇒ 00:05:50.140 Denise Dunn: I really don’t have a lot, otherwise I’m sure I’ll think of something as soon as I get off this meeting. But I currently don’t have anything else. But I do like that. I love how that’s just kind of laid out there for us.
41 00:05:50.740 ⇒ 00:05:53.765 JanieceGarcia: Okay, can I ask? Denise?
42 00:05:55.230 ⇒ 00:06:07.950 JanieceGarcia: for the save tactics? Or since you do use Andy? And you said that you’ve had great experiences with that. What makes it great? Are you going into the Central Doc, or are you strictly using Andy.
43 00:06:07.950 ⇒ 00:06:08.440 ShannonMartinez: Good question.
44 00:06:08.760 ⇒ 00:06:14.210 Denise Dunn: I have the central dock open for the retention side of things. I just keep that open all the time right now.
45 00:06:14.714 ⇒ 00:06:30.110 Denise Dunn: And then the other things I do, the other questions I ask. I go straight through, Andy. It seems easy enough to access when I’m on a call, you know, and a lot of it’s about coverage, or, you know, warranties, things like that. So I do like to go directly to that Andy feature.
46 00:06:30.600 ⇒ 00:06:46.369 JanieceGarcia: Okay? And you said for the save tactics, you do keep your Central Doc open. So you’re not even asking Andy, like I have a customer to where you go in, and you say I have a customer that’s wanting to cancel because it’s too much or they need to save cost somewhere.
47 00:06:46.830 ⇒ 00:06:50.550 JanieceGarcia: Now, I just have it open. So yes, okay.
48 00:06:50.830 ⇒ 00:07:05.940 JanieceGarcia: So I do really want to push and ask that instead of you just going straight to the Central Doc. Ask Andy those questions because he will walk you through, not only step by step on how to
49 00:07:05.960 ⇒ 00:07:27.970 JanieceGarcia: take care of that, but he’ll give you the save tactics. He’ll give you the scripts that you can talk about, that you can use, you know. Use Andy just as a person. So as you’re listening to that customer, and that customer is telling you what they’re needing or what they’re why they’re wanting to cancel. Go ahead and and start typing that into Andy and Andy will will help you out on that.
50 00:07:27.970 ⇒ 00:07:29.870 Denise Dunn: Sounds great will do.
51 00:07:29.870 ⇒ 00:07:46.719 ShannonMartinez: He’ll spit out the information in the same scripting cause. It sounds like what you’re doing is using like a side by side. How you do like you keep the sticky notes up for your templates to kind of, but this will help you from having to scroll to find it, and then he’ll just like spit it out for you.
52 00:07:46.720 ⇒ 00:07:48.630 Denise Dunn: Okay. Sounds good.
53 00:07:49.010 ⇒ 00:07:54.260 JanieceGarcia: Yes. Awesome. Perfect. Okay. Anything else?
54 00:07:55.266 ⇒ 00:08:02.390 Denise Dunn: Not that I can think of right now. I’m afraid I will later, but not right now. I do apologize.
55 00:08:02.630 ⇒ 00:08:14.140 ShannonMartinez: No, that’s okay. I appreciate the feedback for seriously. And then also, I know, since we brought up templates, just know the templates are in there, too, so you can say, What’s the template for revenue adjustment?
56 00:08:14.490 ⇒ 00:08:15.030 JanieceGarcia: Yep.
57 00:08:15.930 ⇒ 00:08:17.430 ShannonMartinez: And it’ll spit it out for you.
58 00:08:18.090 ⇒ 00:08:44.430 JanieceGarcia: Yep, exactly. Your note templates everything. Your follow up templates. Those are in Andy. So please please use that. Go to Andy. We’ve got to make sure that we’re using Andy. And we’re getting that information from Andy. Because, again, guys, if we’re not feeding him, we’re not feeding him. The knowledge he’s not growing in his knowledge, just like we. We are expected to grow as well. So he’s got to do the same thing.
59 00:08:44.430 ⇒ 00:08:49.200 ShannonMartinez: His Fred Flintstone vitamins like we talked about in the huddle.
60 00:08:49.875 ⇒ 00:08:50.550 JanieceGarcia: Yep.
61 00:08:51.220 ⇒ 00:08:52.580 ShannonMartinez: Small, is green.
62 00:08:52.720 ⇒ 00:08:58.950 JanieceGarcia: And vitamins perfect. Alright! Amy, what about your feedback?
63 00:08:59.460 ⇒ 00:09:09.499 AmyRichter: Yes, I sorry. I at 1st I was kind of hesitant with Andy, but I actually think he’s doing really well.
64 00:09:09.883 ⇒ 00:09:31.219 AmyRichter: I find that it’s really easy to go in when you’re on a call and sort of just ask a question. One thing I did. I used to have a problem with, was the response time. But it’s actually gotten a lot faster. And Andy hasn’t been down as much. So that’s good in terms of actually being able to use him. And then.
65 00:09:31.480 ⇒ 00:09:34.400 AmyRichter: yeah, and he pretty much knows
66 00:09:34.530 ⇒ 00:09:59.440 AmyRichter: pretty much everything that I’ve asked. There’s a couple that they were like, pretty specific questions that you know. Andy didn’t have access to, but I just like thumbs down them, and was like no access. So I mean overall. He’s been pretty helpful, and I mean Central Doc is really nice. I find myself using Andy more than the Central doc. But I do use it.
67 00:09:59.480 ⇒ 00:10:18.129 AmyRichter: if you know I I don’t know if I just can’t think of the right wording to ask Andy. I will go and look at the Central Doc, because sometimes my brain is mush, and I can’t think of the right question to ask. But other than that, I mean, he’s pretty. He’s pretty swell. He’s a good guy.
68 00:10:19.083 ⇒ 00:10:19.776 JanieceGarcia: Good.
69 00:10:22.280 ⇒ 00:10:24.370 JanieceGarcia: Alright! I’m just taking notes.
70 00:10:27.675 ⇒ 00:10:36.189 JanieceGarcia: So you have gone back to using Andy quite often. Amber. Are you able to see what her usage is?
71 00:10:36.510 ⇒ 00:10:40.660 JanieceGarcia: I didn’t even look at it today. Usually I look at it before our session. But
72 00:10:41.414 ⇒ 00:10:43.660 JanieceGarcia: so since you have gone back.
73 00:10:43.760 ⇒ 00:10:45.709 JanieceGarcia: Amy, because I went through the feedback form
74 00:10:46.150 ⇒ 00:10:50.626 JanieceGarcia: since you’ve actually gone back and started using Andy a lot more.
75 00:10:51.510 ⇒ 00:10:54.510 JanieceGarcia: have you recently submitted any feedback?
76 00:10:54.510 ⇒ 00:10:56.820 JanieceGarcia: Yes, I think knowledgeable.
77 00:10:57.140 ⇒ 00:10:59.330 AmyRichter: I think I had some yesterday.
78 00:10:59.570 ⇒ 00:11:01.100 JanieceGarcia: Okay. I haven’t done yesterday’s.
79 00:11:01.100 ⇒ 00:11:03.559 AmyRichter: Okay. I had one question
80 00:11:03.680 ⇒ 00:11:12.529 AmyRichter: question yesterday. I asked him I wasn’t here on Monday, so I’m pretty. I’m like averaging like 3 questions a day, and
81 00:11:13.100 ⇒ 00:11:32.410 AmyRichter: I need to upvote these. But I try my best to thumbs down it or thumbs up it if it’s right, and you know, give him the feedback that he needs but I really only thumbs down the things that are like. I couldn’t find this specific thing because I asked Andy about weather stripping, and he didn’t know.
82 00:11:32.713 ⇒ 00:11:33.320 JanieceGarcia: Which is.
83 00:11:34.220 ⇒ 00:11:49.530 AmyRichter: It’s a pretty specific question. So he’s really good with basics. But it’s just like those niche questions that I mean don’t come up as often, so I wouldn’t. I wouldn’t. I mean, expect him to know the really niche things.
84 00:11:50.820 ⇒ 00:11:51.430 JanieceGarcia: Okay.
85 00:11:51.630 ⇒ 00:11:58.649 ShannonMartinez: Did it give you? What response did it give you? Did it? Say, get with your supervisor? Or it just says, I can’t find that information. Okay.
86 00:11:58.650 ⇒ 00:12:03.200 AmyRichter: I couldn’t find any specific information. I would just I needed to download that.
87 00:12:03.970 ⇒ 00:12:04.549 AmyRichter: So he just.
88 00:12:04.550 ⇒ 00:12:05.120 JanieceGarcia: Not like me.
89 00:12:05.200 ⇒ 00:12:11.279 AmyRichter: Yeah, he just doesn’t know which is it? I mean, I didn’t know, either, so we’re in the same boat. There.
90 00:12:11.550 ⇒ 00:12:12.170 Amber Lin: Hmm.
91 00:12:12.400 ⇒ 00:12:12.970 JanieceGarcia: Okay.
92 00:12:13.260 ⇒ 00:12:19.220 JanieceGarcia: I wanna look at that because I’m actually on the feedback sheet, and I don’t see it. But I could.
93 00:12:19.220 ⇒ 00:12:21.550 AmyRichter: Yeah, I just down. I just downloaded it sometime.
94 00:12:21.550 ⇒ 00:12:22.319 ShannonMartinez: That’s a pretty good, thank you.
95 00:12:22.320 ⇒ 00:12:22.750 AmyRichter: Sorry.
96 00:12:23.360 ⇒ 00:12:24.215 JanieceGarcia: Okay.
97 00:12:26.040 ⇒ 00:12:26.980 JanieceGarcia: All good.
98 00:12:27.320 ⇒ 00:12:30.520 JanieceGarcia: Perfect. Okay. Awesome. Miss Kiba.
99 00:12:31.030 ⇒ 00:12:33.439 MarkebaDavis: Hey? So when I
100 00:12:33.700 ⇒ 00:12:46.769 MarkebaDavis: not how can I put this so? A lot of things that I come across is not is already knowledge that I have. But when I do cause I’ll randomly jump into Andy and be like Hi, Andy. See to see how he’s at
101 00:12:47.643 ⇒ 00:12:52.286 MarkebaDavis: He’ll respond back like, How may I help you? Hi! How may I help you? But
102 00:12:52.740 ⇒ 00:12:56.040 MarkebaDavis: the one that I had that gave me
103 00:12:56.410 ⇒ 00:13:00.840 MarkebaDavis: pause. That’s the only one I had an example for was the ABC. To Kim free?
104 00:13:02.015 ⇒ 00:13:03.010 MarkebaDavis: Because
105 00:13:03.380 ⇒ 00:13:10.609 MarkebaDavis: I re, maybe that’s just me. But I thought we had it that we didn’t add the 10% when they were flipping anymore.
106 00:13:11.520 ⇒ 00:13:12.470 JanieceGarcia: Backwards, we.
107 00:13:12.730 ⇒ 00:13:17.380 ShannonMartinez: Yeah. So chem free to ABC, no. But ABC to chem free. Yes.
108 00:13:17.380 ⇒ 00:13:18.510 MarkebaDavis: Okay. And that’s what.
109 00:13:18.510 ⇒ 00:13:25.510 ShannonMartinez: He did. He. Is that what he cause we we just looked at that one Amber and Janice like a couple last time last couple of working sessions.
110 00:13:25.850 ⇒ 00:13:28.770 MarkebaDavis: And then it told me to get to a customer service representative.
111 00:13:29.260 ⇒ 00:13:29.870 ShannonMartinez: Oh!
112 00:13:30.287 ⇒ 00:13:31.540 JanieceGarcia: I was like.
113 00:13:32.050 ⇒ 00:13:53.692 MarkebaDavis: I was like, sure but yeah, that’s and I I asked that one because I was like, I think it’s the other way around. We don’t flip but Kim from ABC to Kim it’s a 10%. But if you flipping the other way around it doesn’t. And I wanted to make sure, because I was assisting Roslinda, I want to make sure that she had the proper knowledge, because she pulled up on Andy and Andy said, and she was like
114 00:13:54.350 ⇒ 00:14:05.939 MarkebaDavis: I think I said no. Ask him again, and if he gives you how it goes, it’s it’s the 10%. If we’re flipping ABC to Kim free. But if it’s flipping the back way I don’t think we do it. And so she’s like, Okay.
115 00:14:06.452 ⇒ 00:14:18.079 MarkebaDavis: but that was the the only tidbit was when he told me to get in touch with a customer service representative or ABC. Customer service representative. But I think that was because at one particular time
116 00:14:18.280 ⇒ 00:14:21.769 MarkebaDavis: overflow couldn’t do Kim free.
117 00:14:21.770 ⇒ 00:14:22.420 JanieceGarcia: Yeah.
118 00:14:22.680 ⇒ 00:14:30.840 MarkebaDavis: So if they were getting it, they were transferred. So I told her. I said, Don’t! I was like, well, you are ABC and Kim free, so you would get with yourself. Don’t transfer.
119 00:14:32.380 ⇒ 00:14:33.733 JanieceGarcia: Yeah. And
120 00:14:34.510 ⇒ 00:15:04.060 JanieceGarcia: that question was actually on the feedback form when I was working yesterday. So I did fix some of the wording on there. So I don’t know. I’m hoping you guys can see my screen because I I was trying to share and I did ask. And so now you are creating a Kim free account and then depending on the service being due. If it’s due in the month in the current month, then we’re creating the hold. If it’s not doing the current month, we’re creating the follow up to contract entry with all of that information, and don’t forget the 10%.
121 00:15:04.840 ⇒ 00:15:09.599 MarkebaDavis: Okay, yeah, I that I think that’s what I was like. Well, hold off.
122 00:15:09.600 ⇒ 00:15:14.629 ShannonMartinez: Will you ask it? Just transpose the ABC. To comfrey. See what it comes up.
123 00:15:18.690 ⇒ 00:15:22.308 MarkebaDavis: And if it’s something that he didn’t have knowledge to
124 00:15:23.100 ⇒ 00:15:26.229 MarkebaDavis: he told me to escalate it to my supervisor.
125 00:15:26.743 ⇒ 00:15:36.706 MarkebaDavis: I think I think that was asking about Smithville and Bastrop, and I think what Kim pre all has in that particular area, or something that
126 00:15:37.510 ⇒ 00:15:38.732 MarkebaDavis: She was asking.
127 00:15:39.140 ⇒ 00:15:54.070 JanieceGarcia: Hmm! 10% decrease. And we are not. So I need to figure out amber. I don’t know if you can help me on figuring out how to make that where we don’t put in the 10% decrease because we’re not going to decrease or increase.
128 00:15:54.190 ⇒ 00:16:02.279 ShannonMartinez: So the Central Doc has been a major talking point with me and Kenny. She’s our super team supervisor, but she’s also our department trainer.
129 00:16:02.670 ⇒ 00:16:03.130 Amber Lin: Okay.
130 00:16:03.130 ⇒ 00:16:14.410 ShannonMartinez: And we’re finding that we originally were just gonna go in sections. I’ve looked for this. It’s not easy to find. But I didn’t use the control F function. But so I’m curious as to what section you’re gonna find that in
131 00:16:14.720 ⇒ 00:16:17.089 ShannonMartinez: and what? Where that, what that workflow looks like.
132 00:16:17.870 ⇒ 00:16:19.320 JanieceGarcia: Believe it’s in.
133 00:16:19.320 ⇒ 00:16:23.269 Amber Lin: Accounts. When we drew from ABC. To camp, free.
134 00:16:27.970 ⇒ 00:16:28.850 JanieceGarcia: Oops.
135 00:16:38.610 ⇒ 00:16:45.670 ShannonMartinez: And I believe that Denise has probably left us at this point because she’s got her 2 o’clock training.
136 00:17:06.390 ⇒ 00:17:14.260 JanieceGarcia: And I found it yesterday, and now I cannot. There we go. Yeah, it’s the workflow transferring ABC accounts to Kim free.
137 00:17:14.260 ⇒ 00:17:18.430 ShannonMartinez: Workflow. Okay, it’s in the workflow section. I was trying to find it in the
138 00:17:20.109 ⇒ 00:17:22.659 ShannonMartinez: like Menu of Services section.
139 00:17:22.660 ⇒ 00:17:29.708 MarkebaDavis: Would that not to interject? But would that be something that would be on the on? Andy?
140 00:17:30.480 ⇒ 00:17:34.119 MarkebaDavis: bike can see Central Doc.
141 00:17:34.340 ⇒ 00:17:39.180 MarkebaDavis: and give like a place if they want to look into it? Or would that be too much adding
142 00:17:39.540 ⇒ 00:17:42.879 MarkebaDavis: to him, like as a reference point.
143 00:17:42.880 ⇒ 00:17:53.210 Amber Lin: I do think it’s possible, because that’s how Andy retrieves a request. So you know all the different headers in in the Central Doc. So right now.
144 00:17:53.210 ⇒ 00:18:16.219 Amber Lin: and he kind of looks for what? The key words in the question, and he finds, oh, this most of the times occurs in this section, so it takes the content from those sections and gives it to you. It will take some additional work from the team, but if it’s helpful. I can ask them how long it would take, and to put it on our to do list to do that, too.
145 00:18:16.460 ⇒ 00:18:17.150 MarkebaDavis: Okay.
146 00:18:17.150 ⇒ 00:18:44.540 JanieceGarcia: With that, too. I don’t. I don’t want us to focus so much, though, on looking at the Central Doc guys remember the central Doc is just there, if it’s absolutely needed, because truthfully, Andy’s giving all the information and should be doing the step by steps as long as we have the step by steps in there. So which is what I’m working on, and my goal is to have all of that completed. You know, here pretty quick, so
147 00:18:44.660 ⇒ 00:19:11.570 JanieceGarcia: please don’t rely. You know we didn’t. We didn’t want you guys to go from the Csr. Pest, drive to the to the central dock. We wanted you to be able to have your 8 by 8, your evolve and your gmail open, which is where Andy’s at. So everything that you guys get and receive or ask should be coming directly from Andy, and not necessarily having, like Shannon, said earlier, that side by side with the central dock.
148 00:19:11.850 ⇒ 00:19:21.489 JanieceGarcia: Because if you do that? Then you’re not using Andy for what Andy’s for? You’re going back and and reverting to what we were doing already. Does that make sense.
149 00:19:22.310 ⇒ 00:19:27.030 ShannonMartinez: I think the big takeaway is, we should always ask Andy first.st
150 00:19:27.030 ⇒ 00:19:27.560 JanieceGarcia: Yes.
151 00:19:28.050 ⇒ 00:19:36.179 ShannonMartinez: And like you were saying, Amy. Sometimes it’s a matter of like not really knowing what to ask for, so you’ll have the information there, but
152 00:19:36.500 ⇒ 00:19:40.689 ShannonMartinez: it should be always be Andy first, st and then the Central Doc only as a as a backup.
153 00:19:40.690 ⇒ 00:19:41.930 AmyRichter: Yeah, for sure.
154 00:19:42.860 ⇒ 00:19:46.950 MarkebaDavis: Okay, I guess if say, Andy’s having an update
155 00:19:47.518 ⇒ 00:19:58.950 MarkebaDavis: even though you can’t type it in. It might have been a question you had before. So you can scroll and and look and be like oh, you know what I know where I’m ever seeing this, and then go to the Central Doc as a as a.
156 00:19:59.060 ⇒ 00:20:00.880 MarkebaDavis: as a back back up. Yeah.
157 00:20:00.890 ⇒ 00:20:29.289 JanieceGarcia: Correct, absolutely. And also, you know, to guys, we’re gonna get to a point. And as I’m and you guys have probably already seen some of the responses like when Shannon and I are working on something we’ll go in. We’ll ask Andy, and then we’ll submit the questions to you guys or I’ve chatted y’all individually, hey? You asked this question. Here’s the response. Now, showing you that Andy’s been updated. So you guys are kind of constantly know. Okay, Andy’s being updated with our information.
158 00:20:29.290 ⇒ 00:20:49.809 JanieceGarcia: Right? So when you’re asking it again as you’re asking, and it’s not in there, it’s not coming up. Please please make sure you do that. Thumbs down. Hey? We need this, or, Hey, this is what I heard, or I’ll use the cicada killers, for example. Okay, somebody was asking, Well, how is the customer going to know the difference between a cicada and the cicada killer?
159 00:20:49.970 ⇒ 00:20:52.810 JanieceGarcia: It’s not for us to decide
160 00:20:53.320 ⇒ 00:21:14.450 JanieceGarcia: and identify help the customer identify. So at that point, it’s okay. Let’s go ahead. And what would we do if the customer is not sure? Well, you’re gonna schedule an estimate. Here’s how you schedule an estimate, right? So that’s where we want to get that workflow in. And it should be very quick, very fast, to where you guys are getting that in a very short response time.
161 00:21:16.420 ⇒ 00:21:20.829 JanieceGarcia: So, yeah, but good. This is great. Guys love it.
162 00:21:21.760 ⇒ 00:21:22.280 Amber Lin: Okay.
163 00:21:23.470 ⇒ 00:21:31.629 Amber Lin: do we want to grab a transcript of a recent call and look at it together, for we have around 15 min left.
164 00:21:33.160 ⇒ 00:21:35.149 JanieceGarcia: Yeah, I didn’t even.
165 00:21:35.150 ⇒ 00:21:37.110 Amber Lin: 10 min, actually about 10 min left.
166 00:21:38.740 ⇒ 00:21:39.170 JanieceGarcia: Left.
167 00:21:39.170 ⇒ 00:21:41.250 MarkebaDavis: She’s had more time. I was like, wait a minute.
168 00:21:41.610 ⇒ 00:21:42.650 Amber Lin: Hmm, hmm.
169 00:21:42.650 ⇒ 00:21:50.540 JanieceGarcia: 10 min and hold on. I gotta figure out what I did with all my 8 by 8 stuff, because now I’m not even seeing where I have it.
170 00:21:50.540 ⇒ 00:21:56.550 JanieceGarcia: and what I’m seeing like historically across the board is like our more most seasoned.
171 00:21:57.100 ⇒ 00:22:00.290 ShannonMartinez: People are gonna use Andy less.
172 00:22:02.990 ⇒ 00:22:26.090 ShannonMartinez: Because it’s that knowledge is there where I feel like where we’re going to start to see the uptick is like we did with the lead line team, and we should start seeing that also with like the overflow agents. But there would still be, you know, questions that we would like to ask a lot of our templates. And stuff like that are kind of like second nature.
173 00:22:26.805 ⇒ 00:22:27.390 ShannonMartinez: But
174 00:22:27.510 ⇒ 00:22:34.579 ShannonMartinez: one of the things that I was thinking about is like with, did like Janice, did you get the August
175 00:22:35.070 ⇒ 00:22:36.620 ShannonMartinez: power offers updated.
176 00:22:37.640 ⇒ 00:22:45.990 ShannonMartinez: Okay. So like, when we have things that are like a like a revolving update.
177 00:22:46.290 ⇒ 00:22:58.089 ShannonMartinez: And then, of course, the links will be updated and we can. We’ll have about 15 min after we go through the transcripts. Just the 3 of us right? Cause. I wanted to bring up the inspector stuff.
178 00:22:58.090 ⇒ 00:22:59.650 JanieceGarcia: We’ll have 30 min.
179 00:22:59.830 ⇒ 00:23:00.859 ShannonMartinez: Okay. Cool.
180 00:23:01.580 ⇒ 00:23:03.810 JanieceGarcia: And the inspector stuff is being worked on. Shannon.
181 00:23:03.990 ⇒ 00:23:06.775 ShannonMartinez: Yes, but what I was
182 00:23:07.880 ⇒ 00:23:10.140 ShannonMartinez: What do you mean? Well, we could talk about it in a little bit.
183 00:23:10.140 ⇒ 00:23:23.500 JanieceGarcia: Yeah, we’ll talk about. Let. We’ll we’ll get done with them first.st So I did pull so I have a transcript. This is from yours, and with you, being a seasoned
184 00:23:24.997 ⇒ 00:23:28.460 JanieceGarcia: customer service representative, bye.
185 00:23:29.020 ⇒ 00:23:32.939 MarkebaDavis: I’m like. It sounds like I’m chicken.
186 00:23:34.530 ⇒ 00:23:53.660 JanieceGarcia: No, so the customer. It’s not a very long call. The customer was calling in wanting to make a payment. And then you verified right and then it also talked about reward points as well in this. And
187 00:23:53.900 ⇒ 00:24:00.870 JanieceGarcia: it’s kind of funny the way that this transcript reads good grief. All right. No, really. Okay. Well, I’m
188 00:24:02.410 ⇒ 00:24:05.670 JanieceGarcia: I’m like, Oh, my goodness, but
189 00:24:06.520 ⇒ 00:24:14.629 JanieceGarcia: So you can find out. Okay, he’s calling in to make a payment. He’s asking about his reward points. You’re letting him know what he has coming up.
190 00:24:15.060 ⇒ 00:24:23.649 JanieceGarcia: And then from there you can offer no, by the way. So you have multiple times, even as a seasoned.
191 00:24:23.830 ⇒ 00:24:38.599 JanieceGarcia: even as a season. Csr, you still can go in and ask Andy certain things right. And just to make sure. So you’re not missing anything. Let me go ahead. I’ll share my Andy screen.
192 00:24:40.190 ⇒ 00:24:42.539 JanieceGarcia: I wish you can see it. It makes y’all little.
193 00:24:44.390 ⇒ 00:24:45.880 JanieceGarcia: But can you see, Andy.
194 00:24:46.040 ⇒ 00:24:46.400 ShannonMartinez: Yes.
195 00:24:46.850 ⇒ 00:25:11.110 JanieceGarcia: Okay. So for the customer making a payment. And this is where, if we’re wanting the interactions, you guys, and we’re just wanting, you know as Andy does progress, and we move on to what we have for future things for him, he will be able to just spit stuff out. So if a customer is calling in, how can I whoops? Let me not hold down a key. How can I process a payment?
196 00:25:14.139 ⇒ 00:25:27.769 JanieceGarcia: So you can even go as far as this, and Andy should be able to help you if you’re not sure, or even, you know this is great for new Csrs, who are just getting out. Maybe they forgot. Where do I go for processing a payment?
197 00:25:27.920 ⇒ 00:25:30.010 JanieceGarcia: Right? So you can find out.
198 00:25:33.130 ⇒ 00:25:34.689 JanieceGarcia: I hope Andy’s not sick.
199 00:25:36.180 ⇒ 00:25:38.490 MarkebaDavis: Andy said he needed lunch.
200 00:25:38.490 ⇒ 00:25:39.250 AmyRichter: Yeah.
201 00:25:39.730 ⇒ 00:25:43.584 JanieceGarcia: I know I’m like is Andy on California time. Amber.
202 00:25:44.940 ⇒ 00:25:45.270 JanieceGarcia: Oh,
203 00:25:46.360 ⇒ 00:25:49.160 MarkebaDavis: See him said he’s at lunch.
204 00:25:49.600 ⇒ 00:26:04.469 ShannonMartinez: It’s processing is a payment that we would have like fundamental skills for. I don’t see us asking Andy for that for help. So if I hear you correctly, you just need feedback to Andy. Not just
205 00:26:05.970 ⇒ 00:26:08.360 ShannonMartinez: like if I’m in a call.
206 00:26:08.500 ⇒ 00:26:13.140 ShannonMartinez: And we, you know, our volume is like crazy. Right. So I’m gonna call nonprofit things.
207 00:26:15.290 ⇒ 00:26:18.309 ShannonMartinez: I just wanna be sure that I know what you’re asking.
208 00:26:18.620 ⇒ 00:26:31.120 JanieceGarcia: Because we’ve had things come back when it comes to payments. Well, I don’t know how to process a credit card, or I didn’t know that I couldn’t process a check over the phone, or I didn’t know how to use reward points.
209 00:26:31.320 ⇒ 00:26:32.420 JanieceGarcia: Those type of things.
210 00:26:32.420 ⇒ 00:26:33.090 AmyRichter: So.
211 00:26:33.300 ⇒ 00:26:35.717 MarkebaDavis: Yeah, that check is is often
212 00:26:37.170 ⇒ 00:26:46.639 MarkebaDavis: Because sometimes I’ll when I’m downloading, follow ups. I can scroll through to make sure, like my new text haven’t sent them to themselves, and I’ll see like something in billing
213 00:26:47.120 ⇒ 00:26:54.070 MarkebaDavis: saying, Check the Ach process. And I guess they have to send the follow up to somebody. But yeah, that that it’s a it’s.
214 00:26:54.070 ⇒ 00:26:54.610 JanieceGarcia: It comes up.
215 00:26:54.610 ⇒ 00:26:57.019 MarkebaDavis: Because it’s right there. So close.
216 00:26:57.020 ⇒ 00:26:57.480 MarkebaDavis: Yeah.
217 00:26:57.480 ⇒ 00:26:58.649 ShannonMartinez: Click it so it’s not there
218 00:26:58.650 ⇒ 00:27:07.179 ShannonMartinez: like I don’t know how. I think it’s like I clicked the wrong button, and I did it on mistake like that’s those are the ones that I see. Because our Csrs.
219 00:27:07.480 ⇒ 00:27:17.010 ShannonMartinez: maybe that might be different for different branches, though, because there may be a Csr. From a different branch might be collecting a payment. But we don’t collect payments.
220 00:27:17.815 ⇒ 00:27:21.469 ShannonMartinez: In the office in Austin. I guess you could be.
221 00:27:21.470 ⇒ 00:27:21.860 JanieceGarcia: They do?
222 00:27:21.860 ⇒ 00:27:23.189 ShannonMartinez: To like San Antonio.
223 00:27:23.850 ⇒ 00:27:26.530 MarkebaDavis: So she’s talking about basically, that’s reception. Yeah.
224 00:27:26.530 ⇒ 00:27:27.399 ShannonMartinez: Yeah. Reception. Desk.
225 00:27:27.400 ⇒ 00:27:33.330 MarkebaDavis: She’s not talking about. They don’t come behind the door, and like compared to like in San Antonio, they come to us.
226 00:27:33.330 ⇒ 00:27:34.050 AmyRichter: Hmm.
227 00:27:34.690 ⇒ 00:27:36.150 JanieceGarcia: Well, they did. Yes.
228 00:27:36.150 ⇒ 00:27:37.110 MarkebaDavis: Yeah, they did.
229 00:27:37.110 ⇒ 00:27:41.080 JanieceGarcia: This is even, I mean, this is even when you’re on the phone, you have.
230 00:27:41.200 ⇒ 00:27:57.159 JanieceGarcia: I’ve seen new Csr, yeah, I’ve seen new Csr saying, I’m I forgot how to process a payment. Or where do I go to put in a payment? That’s basic stuff. And that’s why I teach it in basic week, but I still have questions about sure about it.
231 00:27:57.350 ⇒ 00:28:05.830 MarkebaDavis: I might need to ask Andy this one. But we, if a payment has a credit a credit like an existing credit.
232 00:28:07.130 ⇒ 00:28:12.394 MarkebaDavis: Would would it show him like how to apply an existing credit cause.
233 00:28:12.800 ⇒ 00:28:14.470 ShannonMartinez: I haven’t ever asked it.
234 00:28:14.470 ⇒ 00:28:15.020 MarkebaDavis: Yeah.
235 00:28:15.530 ⇒ 00:28:17.149 JanieceGarcia: That should be in here as well.
236 00:28:18.660 ⇒ 00:28:22.339 JanieceGarcia: And I was like, Ask Andy. And she was like, Okay.
237 00:28:22.340 ⇒ 00:28:22.955 AmyRichter: Okay.
238 00:28:24.380 ⇒ 00:28:37.030 JanieceGarcia: Log into evolve, click on the billing, tab, click on the green, plus sign. Select the invoice or hold. The credit is going to be applied to enter the credit amount, the dollar amount and choose the method type
239 00:28:38.670 ⇒ 00:28:47.500 JanieceGarcia: that’s not coming out a hundred percent correct because I do have it in the Central Doc. So that’s something we can look at after they leave.
240 00:28:49.280 ⇒ 00:28:59.020 JanieceGarcia: But I do have that in there, because that’s that is something that does come up quite often, Kiva. Thank you for that. Or how do I apply
241 00:29:00.130 ⇒ 00:29:01.730 JanieceGarcia: reward points.
242 00:29:02.560 ⇒ 00:29:04.250 ShannonMartinez: Oh, that’s a good question, too.
243 00:29:04.470 ⇒ 00:29:10.489 JanieceGarcia: That would be another thing. Because even from your call, you were talking about reward points with that guy.
244 00:29:11.720 ⇒ 00:29:13.020 JanieceGarcia: Let that gentleman
245 00:29:16.100 ⇒ 00:29:20.000 JanieceGarcia: include the reference stating the number of points used.
246 00:29:20.520 ⇒ 00:29:23.400 JanieceGarcia: That’s huge. That is really huge.
247 00:29:24.200 ⇒ 00:29:24.630 MarkebaDavis: 4.
248 00:29:24.630 ⇒ 00:29:25.130 AmyRichter: Okay.
249 00:29:26.100 ⇒ 00:29:33.590 JanieceGarcia: yeah. So that being in there as well. But then, once you were done with all that kiwi, you could push this little bullseye button
250 00:29:34.270 ⇒ 00:29:38.340 JanieceGarcia: to get your oh, by the ways on what to offer for that customer.
251 00:29:38.930 ⇒ 00:29:42.339 AmyRichter: Oh, I did not know that that was what that was.
252 00:29:42.910 ⇒ 00:29:44.799 JanieceGarcia: Yes, ma’am, that’s it.
253 00:29:45.480 ⇒ 00:29:45.920 AmyRichter: Nice.
254 00:29:49.300 ⇒ 00:29:51.160 JanieceGarcia: For sure, for sure.
255 00:29:52.380 ⇒ 00:29:59.620 JanieceGarcia: so awesome. Y’all so. Is there any other questions I know, with the 30 min we’re not able to go through as much but
256 00:30:00.610 ⇒ 00:30:05.779 JanieceGarcia: for the transcript rice. But is there anything else that you guys want to bring up or have feedback on?
257 00:30:05.970 ⇒ 00:30:06.810 MarkebaDavis: -
258 00:30:07.080 ⇒ 00:30:08.410 AmyRichter: Not that I know of.
259 00:30:10.800 ⇒ 00:30:11.320 JanieceGarcia: Okay.
260 00:30:11.320 ⇒ 00:30:18.150 ShannonMartinez: Yeah, I guess I could just use your help, Kiba, for like checks and balances on stuff. Just so that way we have the feedback, you know.
261 00:30:18.580 ⇒ 00:30:19.380 MarkebaDavis: Okay.
262 00:30:19.820 ⇒ 00:30:25.530 ShannonMartinez: Just kinda especially as you’re going through. I know you’ve been helping Rosa Linda a lot. Who’s our newest.
263 00:30:25.880 ⇒ 00:30:30.240 ShannonMartinez: So it would help just to kind of.
264 00:30:31.010 ⇒ 00:30:33.880 ShannonMartinez: even though you may already have the answer.
265 00:30:34.650 ⇒ 00:30:35.550 MarkebaDavis: Okay.
266 00:30:35.550 ⇒ 00:30:41.379 ShannonMartinez: Let’s see if there’s something that we can do to make things a little bit more clear, or just to make sure that it’s
267 00:30:42.220 ⇒ 00:30:58.079 ShannonMartinez: presenting in the way, like the one that we just did for a prime example is applying a credit. It’s making it seem as if it’s like applying a payment, and that’s not necessarily what a credit of account. And so at the bottom, we have our definitions, and Coa is definitely on there. But
268 00:30:58.280 ⇒ 00:31:02.550 ShannonMartinez: we can work with Amber and her team to make sure that it’s making that connection.
269 00:31:02.700 ⇒ 00:31:09.729 MarkebaDavis: Yeah, okay, because we definitely want them to have last questions in the chat that they feel.
270 00:31:10.110 ⇒ 00:31:10.680 JanieceGarcia: Correct.
271 00:31:10.680 ⇒ 00:31:12.249 MarkebaDavis: Get, get, passed over.
272 00:31:12.850 ⇒ 00:31:28.439 JanieceGarcia: Absolutely. And that’s something, too, especially if you’re training or sitting or doing side by sides, Kiba, as you’re monitoring them if they’re coming back, and they’re asking you questions. You need to push them, have you? Asked Andy. Have you? Asked Andy. Go ask Andy.
273 00:31:28.700 ⇒ 00:31:33.170 JanieceGarcia: because if we don’t, then we’re not feeding that to them, and we’re not
274 00:31:33.590 ⇒ 00:31:47.839 JanieceGarcia: going and letting them step out on their own, you know. And I know Amy did basic week with me. But, Kiva, you did a lot of training with me when you 1st started. So you know that it’s always okay. Do you know where to find the answer before you. Just come and ask me.
275 00:31:47.840 ⇒ 00:31:48.160 ShannonMartinez: Yeah.
276 00:31:48.160 ⇒ 00:31:48.570 JanieceGarcia: Campus.
277 00:31:48.570 ⇒ 00:31:50.860 JanieceGarcia: She’s really good, very good.
278 00:31:50.860 ⇒ 00:31:55.420 ShannonMartinez: About pushing that I’ve been seeing good up Cuba.
279 00:31:55.940 ⇒ 00:32:03.120 JanieceGarcia: Exactly so now, instead of going to their docs or their binders or their notes, go to Andy.
280 00:32:03.930 ⇒ 00:32:04.560 MarkebaDavis: Yes.
281 00:32:04.730 ⇒ 00:32:05.969 JanieceGarcia: Push them to Andy.
282 00:32:05.970 ⇒ 00:32:06.640 MarkebaDavis: That’ll work.
283 00:32:07.650 ⇒ 00:32:11.289 JanieceGarcia: Well, cool beans. Well, thanks, you guys, I really enjoyed this
284 00:32:11.430 ⇒ 00:32:14.860 JanieceGarcia: another great session. Y’all have a good one.
285 00:32:14.860 ⇒ 00:32:15.460 ShannonMartinez: Bye.
286 00:32:15.460 ⇒ 00:32:16.380 MarkebaDavis: Bye, bye.
287 00:32:18.490 ⇒ 00:32:19.911 AmyRichter: Oh, how do I leave? Oh, there it is!
288 00:32:23.220 ⇒ 00:32:25.359 Amber Lin: Anything you guys wanted to discuss.
289 00:32:26.300 ⇒ 00:32:40.029 JanieceGarcia: The inspector stuff I know just sent that out. So yay, we found they figured out what happened. I’m not gonna be the one to answer on the question where he was asking, do we want to turn that feature off?
290 00:32:40.628 ⇒ 00:32:42.999 JanieceGarcia: I’m gonna let Yvette answer on that.
291 00:32:43.130 ⇒ 00:32:50.909 JanieceGarcia: But do we know about how long that will take for everything to be lined out. Amber.
292 00:32:51.611 ⇒ 00:33:06.880 Amber Lin: I know they’re working on it right now. Technic for the technical side. I believe it will at least be end of this week. So I think we’re aiming for end of week, if not next week. And then
293 00:33:07.400 ⇒ 00:33:16.650 Amber Lin: I will get a note on them how it is, and maybe we can sync together to make sure that the I think what they will do is to create a
294 00:33:17.110 ⇒ 00:33:27.960 Amber Lin: new sheet, to make sure everything is content. Wise is correct, and then, once they do that, I’ll sync with you to make double check. Everything.
295 00:33:28.550 ⇒ 00:33:29.200 JanieceGarcia: Okay.
296 00:33:30.810 ⇒ 00:33:31.400 Amber Lin: Yeah.
297 00:33:32.920 ⇒ 00:33:33.900 JanieceGarcia: Perfect.
298 00:33:33.900 ⇒ 00:33:36.820 Amber Lin: Yeah. Multi session. Go. Yeah, go ahead.
299 00:33:36.980 ⇒ 00:33:49.891 ShannonMartinez: So whenever so I’m not sure exactly what y’all are referencing. But when I’m asking for inspectors it’s giving both residential and commercial inspectors, and then it’s it’s almost like it’s giving too much information.
300 00:33:50.970 ⇒ 00:33:55.160 JanieceGarcia: It’s being re looked at and Redone completely right now. Shannon.
301 00:33:55.670 ⇒ 00:33:56.310 Amber Lin: So
302 00:33:56.320 ⇒ 00:34:21.160 Amber Lin: for the residential and commercial, mostly most of the times when we ask for a Zip code, it just gives all the inspectors in that zip code. I think if we specify, if it’s residential and commercial, it’ll be better sometimes. However, we don’t have an inspector for residential. The cell is blank, and so it goes to the Commercial and says, Hey, this is the commercial inspector. I think when we look at the
303 00:34:21.159 ⇒ 00:34:29.139 Amber Lin: together again, we can say, Oh, seems like we didn’t even have someone here. And that’s why Andy is saying like this is for
304 00:34:29.492 ⇒ 00:34:34.779 Amber Lin: this is a commercial inspector. If you want. I can just eliminate the commercial part
305 00:34:35.328 ⇒ 00:34:39.310 Amber Lin: from Andy, and then he won’t access the commercial part.
306 00:34:39.920 ⇒ 00:34:46.589 JanieceGarcia: I would especially for right now, because we don’t have commercial, including included.
307 00:34:46.590 ⇒ 00:34:47.540 Amber Lin: At the moment. Yeah.
308 00:34:47.540 ⇒ 00:34:48.090 Amber Lin: Okay.
309 00:34:48.520 ⇒ 00:34:49.010 Amber Lin: Oh.
310 00:34:49.010 ⇒ 00:34:55.410 ShannonMartinez: So let’s just say hypothetically, cause I overflow. Well, I’m not in the queue. But okay, say.
311 00:34:55.710 ⇒ 00:35:02.880 ShannonMartinez: like I overflow for mechanical, and I’m past. If I I would use 2 different Andy’s. Is there a difference in the name?
312 00:35:03.780 ⇒ 00:35:05.010 ShannonMartinez: So how would I know.
313 00:35:05.320 ⇒ 00:35:12.239 Amber Lin: They are the same. So everything goes through the current Andy. And what we do is
314 00:35:12.470 ⇒ 00:35:24.330 Amber Lin: we get people’s emails on and based on their email. We say, Okay, this email gets access to both mechanical and pest. And this email just gets access to only mechanical.
315 00:35:24.330 ⇒ 00:35:27.089 ShannonMartinez: So like, okay, I got it.
316 00:35:27.090 ⇒ 00:35:40.039 Amber Lin: Hmm, yeah. And if it’s a question that Andy’s not sure. If it’s about past or mechanical, it will ask you, Hey, is this for pes or mechanical, and when you tell it it’ll go to the right place to find the information.
317 00:35:40.300 ⇒ 00:35:42.670 ShannonMartinez: Okay, yeah. Good to know.
318 00:35:44.200 ⇒ 00:35:54.520 JanieceGarcia: Yes, and I’ve seen it to where, like Amber just said, if I’m asking just a vague question, I’m not specifying if it’s pest or mechanical. It’s going to ask me, is this.
319 00:35:54.730 ⇒ 00:35:58.130 ShannonMartinez: Either. Or, yeah. Okay, that makes sense cool.
320 00:35:58.130 ⇒ 00:36:01.570 JanieceGarcia: And then you answer, and then it’ll spit out the.
321 00:36:01.570 ⇒ 00:36:02.420 ShannonMartinez: Very cool.
322 00:36:02.420 ⇒ 00:36:03.330 JanieceGarcia: Good question.
323 00:36:03.904 ⇒ 00:36:08.819 JanieceGarcia: which is kind of which is what it was doing in our session last week, Shannon. But if you remember that.
324 00:36:09.560 ⇒ 00:36:14.700 ShannonMartinez: So that wasn’t. My only thing is that most of the feedback that I’m getting is like.
325 00:36:16.130 ⇒ 00:36:27.540 ShannonMartinez: I think, resolving. I don’t know if it’s even relative like, I’ll say, who can do termite inspection in, and it’s still confusing inspection on service and inspection on.
326 00:36:27.540 ⇒ 00:36:41.849 Amber Lin: Yeah, I we noted that, too. I think they I think they figured out why it was doing both resident. Oh, sorry. Not that both technicians and inspectors. That’s 1 of the stuff we talked about in the meeting, too.
327 00:36:43.080 ⇒ 00:37:04.097 ShannonMartinez: Cool. Yeah, we’ve got that column on the skills and zip sheets for the license termite technicians. And that was the thing. Is, it just wasn’t pulling up. So it sounds like you guys, hopefully, after all of this that goes through. And there’s a fix there. Then then that should alleviate that problem.
328 00:37:07.770 ⇒ 00:37:14.869 Amber Lin: Let me note that down. It’s about the which part is it? For? So I’ll ask them to test it for their new ones.
329 00:37:15.282 ⇒ 00:37:30.130 ShannonMartinez: On the skills and zip sheets, particularly for Austin. And we’re working on updating all the rest. There is a section that says termite inspections and maintenance which is being confused with an inspector’s estimate inspection.
330 00:37:32.540 ⇒ 00:37:36.920 JanieceGarcia: But right now termite doesn’t even pull up for Austin.
331 00:37:37.410 ⇒ 00:37:39.819 Amber Lin: I see. So let me check.
332 00:37:39.820 ⇒ 00:37:40.700 JanieceGarcia: Fully.
333 00:37:41.060 ⇒ 00:37:41.780 Amber Lin: Yeah.
334 00:37:42.260 ⇒ 00:37:44.430 JanieceGarcia: This all fixes it.
335 00:37:45.430 ⇒ 00:37:59.370 ShannonMartinez: And Andy’s been very successful at skills and zips as far as rodent technicians and mosquito. And Gpc, it’s just there’s something just weird there. That’s happening. And I’m just wondering, like
336 00:37:59.900 ⇒ 00:38:02.449 ShannonMartinez: he read that pretty well.
337 00:38:03.320 ⇒ 00:38:10.570 ShannonMartinez: I don’t understand. You guys are no better than I, but it’s like, why would. Would that not work on the inspector? Tabs.
338 00:38:10.570 ⇒ 00:38:19.010 Amber Lin: Hmm! It’s because we created a flattened spreadsheet for for the inspectors. And when we
339 00:38:19.360 ⇒ 00:38:28.120 Amber Lin: change that over, some of the data didn’t translate and was a different format, and it was a bit confusing, and it
340 00:38:28.460 ⇒ 00:38:51.160 Amber Lin: we couldn’t use the original inspector sheet because there’s a person, and then different zip codes, and sometimes the zip codes overlap. And then, when we tried to do it with the original one, Andy got really really confused, and it gave multiple or different zip codes and different names for the Zip code. So we had to flatten it. And
341 00:38:51.360 ⇒ 00:39:01.739 Amber Lin: I think the team will have a clear resolution. Let me talk with them and see what they’re doing, and then I’ll make sure to send an update.
342 00:39:01.740 ⇒ 00:39:30.550 ShannonMartinez: I bet you chem free is the biggest court like I between chem free and commercial. I bet you those are the 2 biggest, because they share zip codes with different inspector names, so that would to me would be the culprit, because you’ve got the residential side and all the satellites and branches, but then you also have chem free that shares them. But it doesn’t share the same inspector, same as to be same issue with commercial, and I bet you that those were the layers that needed to be folded out.
343 00:39:30.550 ⇒ 00:39:31.160 JanieceGarcia: Back. Yeah.
344 00:39:31.720 ⇒ 00:39:32.280 ShannonMartinez: That’s.
345 00:39:32.280 ⇒ 00:39:35.259 JanieceGarcia: That makes sense that would definitely make sense.
346 00:39:36.270 ⇒ 00:39:37.030 JanieceGarcia: But are we.
347 00:39:37.030 ⇒ 00:39:55.559 ShannonMartinez: When she said, overlapping, I’m thinking. No, because they’re territories, but they do overlap if it’s like 7, 8, 7, 3, 1 for pest or 7, 7, 8, 7, 3, 1 for chemphrey, or 7, 8, 7, 3, 1 for commercial. Then they would overlap because the Territories don’t. They’re clear lines.
348 00:39:55.560 ⇒ 00:40:03.619 JanieceGarcia: That’s the case, though I would think it would be. It would be like that across the board, because
349 00:40:05.050 ⇒ 00:40:12.849 JanieceGarcia: San Antonio has different residential and commercial inspectors.
350 00:40:13.460 ⇒ 00:40:22.310 JanieceGarcia: But bedbugs not even coming over bed. Bug inspectors aren’t even transferring over. It’s giving commercial for all
351 00:40:22.820 ⇒ 00:40:29.709 JanieceGarcia: like commercial, almost out rules anything else when it comes to the inspectors right now.
352 00:40:29.860 ⇒ 00:40:33.550 Amber Lin: I see. Okay, I’ll note that to the team as well. Let me.
353 00:40:33.550 ⇒ 00:40:34.440 JanieceGarcia: But they are working on it.
354 00:40:34.440 ⇒ 00:40:35.670 Amber Lin: Okay. Yeah.
355 00:40:36.630 ⇒ 00:40:38.250 JanieceGarcia: They definitely are working on it.
356 00:40:41.630 ⇒ 00:40:45.740 JanieceGarcia: I wanted to ask. Oh, yes.
357 00:40:47.370 ⇒ 00:40:58.100 JanieceGarcia: so I did go through the feedback sheet yesterday, quite for several but
358 00:40:58.270 ⇒ 00:41:01.360 JanieceGarcia: I wanted to see. Is there any way?
359 00:41:02.200 ⇒ 00:41:05.179 JanieceGarcia: Well, did you clean out the feedback sheet?
360 00:41:05.840 ⇒ 00:41:06.620 JanieceGarcia: Amber.
361 00:41:07.744 ⇒ 00:41:09.560 Amber Lin: What do you mean?
362 00:41:11.700 ⇒ 00:41:14.820 ShannonMartinez: Is it? Phil showed us that filter, but.
363 00:41:17.126 ⇒ 00:41:19.479 JanieceGarcia: It is filtered right now for Inspector.
364 00:41:19.480 ⇒ 00:41:28.710 Amber Lin: Yeah, right now they’re doing for inspectors. What you can do is let me share my screen and show you here.
365 00:41:30.710 ⇒ 00:41:36.769 JanieceGarcia: That’s why, cause I was like, I’m filtering this. But I didn’t go all the way through the data source of truth.
366 00:41:37.540 ⇒ 00:41:50.760 Amber Lin: Yeah. So right now they’re filtered by Inspector Sheet, because that that’s what they were looking at, because they wanted to troubleshoot that this was something I created yesterday that
367 00:41:52.260 ⇒ 00:41:58.079 Amber Lin: we assigned to you based on these feedbacks.
368 00:41:58.590 ⇒ 00:42:06.100 Amber Lin: I think we let’s create a filter view.
369 00:42:07.550 ⇒ 00:42:11.379 Amber Lin: We have some more that came in.
370 00:42:12.445 ⇒ 00:42:14.890 Amber Lin: A lot of these are still for inspectors.
371 00:42:15.390 ⇒ 00:42:17.900 Amber Lin: What’s your request? What would you like to see.
372 00:42:19.090 ⇒ 00:42:28.929 JanieceGarcia: I just. I want to be able to see all my feedbacks. But yesterday, whenever I was working through it, it was like I had some at the top that were good, you know, for most recent, and then
373 00:42:29.140 ⇒ 00:42:35.410 JanieceGarcia: it started getting mixed in, even though I was filtering them for anything that was set for myself.
374 00:42:36.230 ⇒ 00:42:41.619 JanieceGarcia: but I know like things from May and June
375 00:42:41.930 ⇒ 00:42:44.990 JanieceGarcia: that’s already probably been taken care of, and I just.
376 00:42:45.735 ⇒ 00:43:08.980 Amber Lin: I see. So I think when I I still need to as a team when whenever new entries are created, they are added at the bottom, and whenever they’re created it’s not assigned to you yet. So I think for new entries we still need to assign them and go through them and check but
377 00:43:09.990 ⇒ 00:43:16.269 Amber Lin: can you let me know what type of view you want to see? And then I can create that for you.
378 00:43:16.780 ⇒ 00:43:18.000 JanieceGarcia: Newest, to oldest.
379 00:43:18.900 ⇒ 00:43:22.689 Amber Lin: Okay. So just all of the feedback from newest to oldest right.
380 00:43:22.690 ⇒ 00:43:23.400 JanieceGarcia: -
381 00:43:23.900 ⇒ 00:43:24.285 Amber Lin: Okay.
382 00:43:25.050 ⇒ 00:43:29.300 JanieceGarcia: So sweet, so I can go up here. That’s where you want. I can go up here.
383 00:43:30.120 ⇒ 00:43:31.829 JanieceGarcia: Oops not analyze. I do not.
384 00:43:31.830 ⇒ 00:43:36.219 ShannonMartinez: One thing I just thought about not to Derell. I don’t want to interrupt flow here.
385 00:43:36.480 ⇒ 00:43:40.869 ShannonMartinez: but the branches. We need to add the new Waco number.
386 00:43:41.910 ⇒ 00:43:43.250 JanieceGarcia: Oh, yeah. Okay.
387 00:43:45.110 ⇒ 00:43:48.380 ShannonMartinez: I just realized that when I went and I asked Andy about it.
388 00:43:51.730 ⇒ 00:43:54.640 ShannonMartinez: I think where I’m gonna struggle. The most is like
389 00:43:58.610 ⇒ 00:44:03.000 ShannonMartinez: like the stuff that it’s like streamlining all the updates.
390 00:44:04.370 ⇒ 00:44:11.629 ShannonMartinez: like, if somebody will say something and then you know how that goes. It’s like a game of telephone. It’s covered. It’s not covered, it is, but it won’t.
391 00:44:12.190 ⇒ 00:44:15.799 ShannonMartinez: We’ll do it as a courtesy. No, it’s an extra charge like.
392 00:44:17.800 ⇒ 00:44:23.270 JanieceGarcia: Yeah, those one off things. I mean, those one off things is gonna be definitely per.
393 00:44:26.130 ⇒ 00:44:28.609 ShannonMartinez: It’s funny, because, like if you ask well.
394 00:44:29.630 ⇒ 00:44:35.910 ShannonMartinez: Clint, he’ll say one thing you ask Manual. He’ll say another. But then you’ll ask Jesse, and it was just, you know.
395 00:44:36.840 ⇒ 00:44:41.500 JanieceGarcia: That’s why that’s why. Yesterday, when I was working with you, Shannon, on that cicada stuff
396 00:44:41.750 ⇒ 00:44:44.859 JanieceGarcia: and yeah, cicada killers, we will do the one times. But
397 00:44:45.410 ⇒ 00:44:49.270 JanieceGarcia: and you probably saw that email. But cicadas are not covered.
398 00:44:50.402 ⇒ 00:44:53.149 JanieceGarcia: But that’s why I was like Nope.
399 00:44:53.270 ⇒ 00:45:01.070 JanieceGarcia: Following this process, I send it to Manual and Holt, and they’re the ones that come back with the response. And that’s what everybody goes by.
400 00:45:01.070 ⇒ 00:45:14.590 ShannonMartinez: Yeah, just please continue to loop me in, cause I’m just like I get so many. And then the Csrs are like, well, this person said this, and that person said that, and I’m like, Wait a second. If you don’t funnel it to me, then I can’t make sure that it gets to the right person
401 00:45:14.700 ⇒ 00:45:19.470 ShannonMartinez: like you can’t just say I heard, and then make that happen.
402 00:45:19.860 ⇒ 00:45:21.060 JanieceGarcia: Nope, Nope, Nope, Nope.
403 00:45:26.540 ⇒ 00:45:44.570 Amber Lin: Oh, also I I notice here that Deborah asked a question about mechanical I think currently she’s not classified as she doesn’t have access to the mechanical information so it wouldn’t show up for her. If you guys want her to be able to access those just let me know. And then.
404 00:45:44.570 ⇒ 00:45:46.149 ShannonMartinez: Home improvement. It’s actually not.
405 00:45:46.150 ⇒ 00:45:48.380 JanieceGarcia: That’s actually oh, I see it’s not.
406 00:45:48.380 ⇒ 00:45:49.939 ShannonMartinez: Even a mechanical question.
407 00:45:52.710 ⇒ 00:45:57.460 JanieceGarcia: She’s a past Csr, and she’s probably wondering would we be able to get.
408 00:45:58.010 ⇒ 00:45:58.849 Amber Lin: Hmm! I see.
409 00:45:58.850 ⇒ 00:45:59.380 JanieceGarcia: So.
410 00:45:59.380 ⇒ 00:46:01.170 ShannonMartinez: It’s more of like an Oh, by the way, question.
411 00:46:01.490 ⇒ 00:46:02.270 JanieceGarcia: Yeah.
412 00:46:02.620 ⇒ 00:46:03.940 Amber Lin: Oh!
413 00:46:04.110 ⇒ 00:46:05.679 ShannonMartinez: So it’s a
414 00:46:06.790 ⇒ 00:46:18.989 ShannonMartinez: we have A. We’re running a handyman power offer this month. So she’s asking about elaborated services for something that’s outside of E. Both the mechanical and the pestivity.
415 00:46:18.990 ⇒ 00:46:20.139 Amber Lin: I see. Okay.
416 00:46:20.140 ⇒ 00:46:20.690 JanieceGarcia: File.
417 00:46:21.580 ⇒ 00:46:31.680 Amber Lin: So seems like all the new feedback is about the inspector sheet, so I don’t think we need to assign that to you. I assigned all of these new ones to Brain Forge.
418 00:46:33.590 ⇒ 00:46:34.930 Amber Lin: Okay.
419 00:46:34.930 ⇒ 00:46:36.700 JanieceGarcia: That one’s gonna be invalid. Yeah.
420 00:46:37.427 ⇒ 00:46:39.609 Amber Lin: Yeah, great or.
421 00:46:43.510 ⇒ 00:46:48.709 ShannonMartinez: See, and it says, residential pest, inspector, but then it gives termy mesh commercial, and all of that.
422 00:46:55.670 ⇒ 00:46:59.539 ShannonMartinez: But it’s good to see that they’re asking it more specifically.
423 00:47:00.530 ⇒ 00:47:04.830 JanieceGarcia: I know, and not just 71, 2, 3 year, right.
424 00:47:05.610 ⇒ 00:47:07.540 ShannonMartinez: We’re learning, we’re learning, we’re evolving.
425 00:47:09.810 ⇒ 00:47:11.410 Amber Lin: And that’s good.
426 00:47:11.970 ⇒ 00:47:13.690 Amber Lin: Okay?
427 00:47:21.470 ⇒ 00:47:24.129 JanieceGarcia: So thing new is coming to me. Then.
428 00:47:24.980 ⇒ 00:47:36.287 Amber Lin: Okay, yeah. When it comes in, it’s not automatically assigned to you yet. So I think for this view, you’ll be able to see
429 00:47:38.550 ⇒ 00:47:39.230 JanieceGarcia: Did go.
430 00:47:39.230 ⇒ 00:47:44.249 Amber Lin: Here, and then assign it to you, and then I think you should be able to.
431 00:47:44.570 ⇒ 00:47:44.940 JanieceGarcia: This year.
432 00:47:44.940 ⇒ 00:47:46.489 Amber Lin: Check. That. Yeah.
433 00:47:46.490 ⇒ 00:47:51.379 JanieceGarcia: I did go ahead and click the one that you had created for me. I totally forgot that you did that.
434 00:47:51.820 ⇒ 00:47:55.179 ShannonMartinez: What termite tech is in 7, 8, 7, 3, 1.
435 00:47:58.050 ⇒ 00:47:59.240 JanieceGarcia: Budget to give.
436 00:47:59.710 ⇒ 00:48:02.130 ShannonMartinez: That’s not a inspector.
437 00:48:05.810 ⇒ 00:48:07.859 Amber Lin: Yeah, it’s asking for a tech, though.
438 00:48:13.520 ⇒ 00:48:16.170 JanieceGarcia: Okay, so what was that?
439 00:48:16.780 ⇒ 00:48:20.659 Amber Lin: He just said that Rory has retired.
440 00:48:21.920 ⇒ 00:48:22.710 ShannonMartinez: He has.
441 00:48:22.990 ⇒ 00:48:29.200 Amber Lin: Yeah, I don’t think we up updated that that’s from the skills. And zip. So it’s not with the inspector.
442 00:48:29.200 ⇒ 00:48:31.339 JanieceGarcia: That’s Mariah needing to update that.
443 00:48:32.480 ⇒ 00:48:34.060 ShannonMartinez: I don’t think so.
444 00:48:36.860 ⇒ 00:48:38.500 JanieceGarcia: Did she update the skills and zip.
445 00:48:38.500 ⇒ 00:48:39.700 ShannonMartinez: He’s not on there.
446 00:48:40.680 ⇒ 00:48:42.030 ShannonMartinez: She removed it.
447 00:48:43.090 ⇒ 00:48:49.220 JanieceGarcia: Let me ask him again, what is it? Again? What.
448 00:48:49.710 ⇒ 00:48:50.950 ShannonMartinez: Termite tech.
449 00:48:51.480 ⇒ 00:48:54.270 Amber Lin: In 78, 7, 3, 1.
450 00:48:57.530 ⇒ 00:49:01.930 Amber Lin: Also, guys, I have to hop really soon. Is there anything?
451 00:49:04.660 ⇒ 00:49:16.689 ShannonMartinez: But it also. It’s also not giving Joey Vetta or Brian Van Halen, which is on that column that I keep referencing, that I’m concerned about. It’s column H on the skills and zip for termite inspections and maintenance.
452 00:49:16.870 ⇒ 00:49:19.981 ShannonMartinez: So they should be pro. It should populate
453 00:49:20.790 ⇒ 00:49:26.020 ShannonMartinez: In this case these 2 technicians can do termite inspections and maintenance in that zip code.
454 00:49:26.210 ⇒ 00:49:27.000 Amber Lin: That’s it.
455 00:49:27.000 ⇒ 00:49:28.600 JanieceGarcia: Not coming up. Correct. Amber.
456 00:49:28.600 ⇒ 00:49:39.879 Amber Lin: Yeah, can you actually send me that in in our chat on in the Google Chat? And I’ll make a ticket for that so that people can know what to look at.
457 00:49:39.880 ⇒ 00:49:48.440 ShannonMartinez: Yeah, I’ll do a minute now, so I’ll do a screenshot where it shows Rory is not in here, and then it’s not showing these guys, I’ll I’ll spell it out. Okay.
458 00:49:49.020 ⇒ 00:49:53.780 JanieceGarcia: Okay, yes, perfect. Spell it out. I’m adding it just to our feedback. Okay, cool.
459 00:49:53.780 ⇒ 00:49:55.590 ShannonMartinez: I’ll send it now. Okay, thanks, lady.
460 00:49:55.870 ⇒ 00:49:56.599 JanieceGarcia: Thank you.
461 00:49:56.600 ⇒ 00:49:59.649 ShannonMartinez: Thank you so much. Bye, bye.