Meeting Title: ZIFCO Database Dispatch Technicians Sync Date: 2025-12-17 Meeting participants: Amber Lin, TaraCook, CassandraBryant
WEBVTT
1 00:00:08.590 ⇒ 00:00:09.660 Amber Lin: Hi!
2 00:00:09.660 ⇒ 00:00:10.720 TaraCook: Hello!
3 00:00:11.160 ⇒ 00:00:11.799 TaraCook: How are you?
4 00:00:12.090 ⇒ 00:00:14.370 Amber Lin: again, pretty good.
5 00:00:14.680 ⇒ 00:00:25.020 Amber Lin: working on the ZIFCO database, because there’s a lot of… there’s issues coming up, and then now everybody on the team is working on it, so I just got off the call, and that’s why I’m a bit late.
6 00:00:25.020 ⇒ 00:00:26.299 TaraCook: No, that’s okay.
7 00:00:27.190 ⇒ 00:00:37.170 Amber Lin: Yeah, it sounds like we… I saw the email you sent me, so I noticed that they were all about dispatch technicians, or just mechanical
8 00:00:37.170 ⇒ 00:00:49.660 Amber Lin: technicians. I don’t think we have technicians yet in the database. That’s actually one of the top issues that I raised to the team, is like, hey, a lot of these questions, we’re getting it wrong because we just don’t have it.
9 00:00:49.660 ⇒ 00:01:03.910 Amber Lin: So, once we add the technicians, it should be better, so that would solve this problem. But then, so the separate issue of you send… you send me the folder for dispatch, and I.
10 00:01:04.360 ⇒ 00:01:13.789 Amber Lin: And I don’t think we have all of the documents in there, so I want to confirm, did we miss anything? Is it really that different? So…
11 00:01:13.790 ⇒ 00:01:25.740 Amber Lin: So that we can add in things. I don’t want to dump it all in, like, we can’t do that, but it might make it a lot harder to maintain, because you saw the pricing issue. If we have multiple things talking about the same thing.
12 00:01:25.740 ⇒ 00:01:30.779 TaraCook: We’ll have to find all 5 of it, and then update each single one, so…
13 00:01:30.780 ⇒ 00:01:34.870 Amber Lin: want to check before I, like, we add anything big.
14 00:01:34.870 ⇒ 00:01:35.220 TaraCook: And then…
15 00:01:35.220 ⇒ 00:01:36.449 Amber Lin: It’s soak in.
16 00:01:36.450 ⇒ 00:01:41.000 TaraCook: Yeah, and honestly, too, like… My recommendation…
17 00:01:41.670 ⇒ 00:01:48.610 TaraCook: It’s like, if it is dispatch, then those cases should be assigned to CAS, and only because, like…
18 00:01:48.610 ⇒ 00:01:49.190 Amber Lin: Mmm.
19 00:01:49.190 ⇒ 00:01:52.030 CassandraBryant: I mean, we could probably talk about that more, but…
20 00:01:52.290 ⇒ 00:01:58.280 TaraCook: I… when… I can go in the central dock and see if it’s in there, but… I don’t know…
21 00:01:58.770 ⇒ 00:02:16.350 TaraCook: I don’t know what would be right. I mean, I can do it, but I just… to me, once I started getting the dispatchers and stuff, it was like, okay, none of this is in the central doc. But I do know, we went back to that email that Cass had sent… what was it, in July, Cass?
22 00:02:16.670 ⇒ 00:02:35.910 TaraCook: and all that information was shared, so I don’t know why that… and our… what our teams do, yes, a lot of it is similarity and interchangeable, it really, really is, but they deal with more so… more so of the technician side of things. So the questions that they’re asking are pertaining to the technicians.
23 00:02:35.980 ⇒ 00:02:39.079 TaraCook: And I’m pretty sure that information is not in the central dog.
24 00:02:39.080 ⇒ 00:02:51.090 Amber Lin: Okay, I hear you. I think when we added it, it was so many documents, and there was a folder called Dispatch. When we reviewed the list together, I don’t think either of us spotted that the docs wasn’t there.
25 00:02:51.090 ⇒ 00:03:02.720 Amber Lin: So, one, on assigning the triage issues, I’ll let Janice know, because she’s the one that does the first pass, so she’s the one that assigns it to you, but let’s let her know that
26 00:03:02.720 ⇒ 00:03:03.850 Amber Lin: Less.
27 00:03:03.850 ⇒ 00:03:07.149 TaraCook: Send it to me still, and I’ll just get with Cass if I need to.
28 00:03:07.150 ⇒ 00:03:12.750 Amber Lin: Yeah, but if she’s already assigning, it might be… if she can help that initial step as well, if it’s.
29 00:03:12.750 ⇒ 00:03:13.210 TaraCook: It doesn’t take.
30 00:03:13.210 ⇒ 00:03:15.309 Amber Lin: too much time for her, that’ll be great.
31 00:03:20.220 ⇒ 00:03:22.379 Amber Lin: Let me send that message.
32 00:03:24.180 ⇒ 00:03:25.430 Amber Lin: Chaos…
33 00:03:45.100 ⇒ 00:03:54.000 Amber Lin: Great, okay, sent that message, and then let’s look at… I have a list of documents I originally added.
34 00:03:54.130 ⇒ 00:04:02.829 Amber Lin: So, right here… This was the… the documents… that I had.
35 00:04:03.100 ⇒ 00:04:15.000 Amber Lin: I… we decided, remember, to skip these documents of how to schedule certain things, how to,
36 00:04:15.200 ⇒ 00:04:21.599 Amber Lin: call us, or stuff that was in that folder. Let me open this folder for us.
37 00:04:22.660 ⇒ 00:04:26.470 Amber Lin: So this was the folder that I had.
38 00:04:26.630 ⇒ 00:04:36.419 Amber Lin: Originally, I took the initial look, and it does look a bit different from the, the other one, so this… this folder.
39 00:04:36.560 ⇒ 00:04:45.839 Amber Lin: they look different, so I wanted to see, like, what is the… what are we missing? What is, like.
40 00:04:46.170 ⇒ 00:05:04.080 CassandraBryant: really the only difference, Amber, is that we had to go in and add standard operating procedures to them, at the beginning. So if you go to the folder that you’re in now, Amber, if you go up to the dispatch SOPs, if you do, like, phone agent.
41 00:05:04.330 ⇒ 00:05:07.680 CassandraBryant: If you go up and click that phone agent folder.
42 00:05:07.680 ⇒ 00:05:28.830 CassandraBryant: This right here is gonna be basically everything a dispatcher will need to know that’s on the phone, as far as, like, if a customer, if it’s a QA call and it’s a no-show process, communicating with the technicians, and then services dispatching is applied for, and then, like, their phone scripts.
43 00:05:31.610 ⇒ 00:05:33.569 Amber Lin: I see. Okay.
44 00:05:33.570 ⇒ 00:05:53.700 CassandraBryant: And if you go to Admin Agent, that would be a little different, because we do, like, the Linux Pro leads, and then also, like, handling click-to-buy requests, late arrival calls, the mechanical reroute technician, and then scheduling bid work, which is going to be different than scheduling the service.
45 00:05:55.480 ⇒ 00:05:57.089 Amber Lin: Okay.
46 00:05:57.430 ⇒ 00:06:16.450 CassandraBryant: And then, the planner will probably be the other one you would need, and that’s just, the basics of how they scrub calls, and then board presentation. So if anybody’s ever filling in and they need to know, like, where to place a call on the board, that kind of walks them through, like, where do you place these calls at on the board.
47 00:06:18.210 ⇒ 00:06:19.430 Amber Lin: Okay.
48 00:06:20.830 ⇒ 00:06:28.729 CassandraBryant: You wouldn’t really need, like, the all-dispatcher performance expectation, you wouldn’t need that, and then the zip code maps.
49 00:06:28.730 ⇒ 00:06:29.400 Amber Lin: image.
50 00:06:29.630 ⇒ 00:06:32.779 CassandraBryant: Yeah, you probably already have those. Yeah.
51 00:06:32.780 ⇒ 00:06:34.210 Amber Lin: Most likely.
52 00:06:34.770 ⇒ 00:06:35.260 TaraCook: Now…
53 00:06:35.260 ⇒ 00:06:47.309 Amber Lin: Even if you do, I can put them in a central dock, but Andy wouldn’t be able to read that image, so it will be… I can copy them over and put them in the central dock.
54 00:06:49.310 ⇒ 00:06:52.170 TaraCook: I know we’re working on this exercise, but…
55 00:06:53.130 ⇒ 00:07:00.570 TaraCook: So, to my knowledge, can you tell me in mechanical, or from mechanical, who has access to the central dock?
56 00:07:01.610 ⇒ 00:07:03.449 Amber Lin: Let me pull it up right here.
57 00:07:10.040 ⇒ 00:07:16.420 Amber Lin: Right now, it should be you and Cass.
58 00:07:17.360 ⇒ 00:07:29.990 TaraCook: So, would there… and just because we were, you know, brainstorming yesterday, you know, we were all together, other departments, do their agents have access to the entire central dock?
59 00:07:30.210 ⇒ 00:07:49.200 Amber Lin: We only have that for Pest, because we made the decision a long time ago. I’m not 100% clear if Yvette wants, or Yvette and Janiece was talking about, should everybody have access to the Central Doc, because then they would just go to the central dog, right.
60 00:07:49.200 ⇒ 00:07:53.079 TaraCook: All the other drops. Yeah. I haven’t seen that. Okay. I was just curious.
61 00:07:53.080 ⇒ 00:08:00.470 Amber Lin: If they decide to give everybody access, I think you guys should also be able to share this with people.
62 00:08:00.470 ⇒ 00:08:02.850 TaraCook: No, I’m good with that, I just, I was curious.
63 00:08:03.010 ⇒ 00:08:03.800 Amber Lin: Yeah.
64 00:08:04.150 ⇒ 00:08:11.650 Amber Lin: Okay, so sounds like we’ll add this. Do you guys want this to be in the same mechanical central dock?
65 00:08:14.900 ⇒ 00:08:15.490 TaraCook: Yeah.
66 00:08:15.490 ⇒ 00:08:17.010 CassandraBryant: I’ll say…
67 00:08:17.310 ⇒ 00:08:25.909 CassandraBryant: Probably, yeah, or you would want them separate. I was just thinking, maybe if we had all the dispatch stuff in there, Tara, like, if Ray Anne was ever helping.
68 00:08:25.910 ⇒ 00:08:29.479 TaraCook: We should. No, we should have it in there. We should.
69 00:08:30.150 ⇒ 00:08:37.840 TaraCook: Cool. And then dispatch, too, with them asking Andy, is gonna, you know, it should be in here. It really, really should.
70 00:08:37.970 ⇒ 00:08:44.349 Amber Lin: Hmm, okay. So we had previously a pretty short dispatch section. We had the call scrubbing.
71 00:08:44.450 ⇒ 00:08:51.569 Amber Lin: How to do a service call, the alert emails… how to schedule bit work.
72 00:08:51.820 ⇒ 00:08:55.259 Amber Lin: than that, like, that’s all… that’s all that…
73 00:08:55.590 ⇒ 00:08:59.579 Amber Lin: We had, so just to…
74 00:09:00.820 ⇒ 00:09:09.179 Amber Lin: make the final confirmation. Do I need to add any of the SOPs down here, or are they mostly…
75 00:09:09.180 ⇒ 00:09:15.239 CassandraBryant: All of those are gonna be duplicates of probably, of what Tara’s team already does.
76 00:09:15.240 ⇒ 00:09:15.930 Amber Lin: Okay, awesome.
77 00:09:15.930 ⇒ 00:09:17.839 CassandraBryant: Nothing like scheduling and…
78 00:09:17.840 ⇒ 00:09:21.970 Amber Lin: Okay, so I’ll just, I’ll just have to add these three.
79 00:09:22.210 ⇒ 00:09:23.040 Amber Lin: These three.
80 00:09:23.040 ⇒ 00:09:26.489 TaraCook: And the tech restrictions, too, right? Is that still.
81 00:09:26.490 ⇒ 00:09:28.290 CassandraBryant: Yeah, I sent out a separate email.
82 00:09:28.290 ⇒ 00:09:29.030 TaraCook: Oh.
83 00:09:29.030 ⇒ 00:09:31.310 CassandraBryant: So they didn’t have that.
84 00:09:31.310 ⇒ 00:09:32.160 Amber Lin: contemporary.
85 00:09:32.160 ⇒ 00:09:33.170 CassandraBryant: You know, did you get.
86 00:09:33.170 ⇒ 00:09:35.520 Amber Lin: Oh my gosh, I think I got it, let me just…
87 00:09:36.130 ⇒ 00:09:39.099 Amber Lin: That, so that should be this one?
88 00:09:40.430 ⇒ 00:09:46.180 CassandraBryant: No, it’s our tech restriction. It should say, like, mechanical tech.
89 00:09:46.580 ⇒ 00:09:48.170 CassandraBryant: Probably, or something like that.
90 00:09:48.170 ⇒ 00:09:49.190 Amber Lin: Gmail.
91 00:09:49.690 ⇒ 00:09:50.730 Amber Lin: Okay.
92 00:09:52.200 ⇒ 00:09:58.950 CassandraBryant: It was, like, mechanical… I forgot what day. We sent it to.
93 00:09:58.950 ⇒ 00:09:59.600 Amber Lin: Ugh.
94 00:10:01.740 ⇒ 00:10:12.590 CassandraBryant: Yeah, there it goes, tech levels, yeah. So, that one right there is, like, all of our technicians, like, how many calls they could take a day, and, like, what they can and can’t do for every trade.
95 00:10:13.480 ⇒ 00:10:15.060 Amber Lin: Gotcha. Okay.
96 00:10:15.470 ⇒ 00:10:18.889 Amber Lin: So, that’s all the tags.
97 00:10:19.300 ⇒ 00:10:22.339 Amber Lin: Recover… what are these?
98 00:10:22.790 ⇒ 00:10:24.660 CassandraBryant: That’s their home zip codes.
99 00:10:26.170 ⇒ 00:10:28.200 Amber Lin: Oh, how does that impact.
100 00:10:28.200 ⇒ 00:10:29.300 TaraCook: I was scary.
101 00:10:30.550 ⇒ 00:10:44.399 CassandraBryant: So that would be, like, for example, like, say if Tara’s team is on a call with a customer, and they need to know who is a, a senior technician that I could send to…
102 00:10:44.410 ⇒ 00:10:50.890 CassandraBryant: A call in this area, and then that will be able to populate
103 00:10:50.970 ⇒ 00:10:55.629 CassandraBryant: that technician by their home zip code. Like, for a first stop, it’ll be able to pop.
104 00:10:55.630 ⇒ 00:10:56.580 Amber Lin: blame.
105 00:10:58.890 ⇒ 00:11:07.050 Amber Lin: Cool, I see, okay. And I remember that the mechanical technicians cover all of the… cover everything.
106 00:11:07.050 ⇒ 00:11:08.379 CassandraBryant: Yeah.
107 00:11:08.670 ⇒ 00:11:09.320 Amber Lin: Cool.
108 00:11:10.780 ⇒ 00:11:13.430 Amber Lin: Even in different cities.
109 00:11:14.450 ⇒ 00:11:19.269 CassandraBryant: So, if you go over to the right, there’s.
110 00:11:19.400 ⇒ 00:11:24.960 Amber Lin: like, color codes right there of what areas they are. So, like, the reddish color of Austin. Oh, okay.
111 00:11:24.960 ⇒ 00:11:25.660 CassandraBryant: Hello, and then.
112 00:11:25.660 ⇒ 00:11:26.920 Amber Lin: That makes more sense.
113 00:11:27.180 ⇒ 00:11:28.680 Amber Lin: Awesome, okay.
114 00:11:29.960 ⇒ 00:11:30.920 Amber Lin: Great.
115 00:11:31.850 ⇒ 00:11:39.050 Amber Lin: So, that will help. Once we add this, I think it’ll make it more clear. So when we add…
116 00:11:39.520 ⇒ 00:11:50.399 Amber Lin: Level B… Is this, like, the ABC rodent levels, or is it just how many calls they can take?
117 00:11:51.030 ⇒ 00:11:53.530 CassandraBryant: No, that’s just how many calls they could take.
118 00:11:53.530 ⇒ 00:11:54.900 Amber Lin: Oh, okay, okay.
119 00:11:55.850 ⇒ 00:12:08.049 Amber Lin: Maintenance… Service… And I should also spec… specify, like, if they’re a service or a maintenance tech.
120 00:12:08.390 ⇒ 00:12:14.010 Amber Lin: Can serve… because they do… can they… can a service tech do maintenance, or…
121 00:12:15.050 ⇒ 00:12:18.349 Amber Lin: Oh, all service level techs.
122 00:12:18.720 ⇒ 00:12:20.470 Amber Lin: Cool, okay, okay.
123 00:12:21.300 ⇒ 00:12:25.200 Amber Lin: I haven’t… I have a general idea of what this is now.
124 00:12:25.820 ⇒ 00:12:33.770 Amber Lin: Would you end up needing their last names? Because sometimes CSRs ask, like, hey, you only gave me the first name.
125 00:12:34.280 ⇒ 00:12:39.130 CassandraBryant: I’ll send you, you want me to go… I could go in and edit that sheet,
126 00:12:39.130 ⇒ 00:12:46.879 Amber Lin: Yeah, that will be… that will be great. Okay. Because then we can also, like, give people… so that they can search around Evolve easier.
127 00:12:46.880 ⇒ 00:12:51.729 CassandraBryant: Okay, yeah, I’ll go in and I’ll update the last names to those two.
128 00:12:51.730 ⇒ 00:12:52.370 Amber Lin: Cool.
129 00:12:52.770 ⇒ 00:12:53.900 Amber Lin: Sounds good.
130 00:12:58.120 ⇒ 00:13:05.669 Amber Lin: I’ll write down the two things I need to do. Should I also be adding that to the other doc you sent me?
131 00:13:06.060 ⇒ 00:13:07.209 Amber Lin: This one?
132 00:13:07.910 ⇒ 00:13:13.920 CassandraBryant: So that one… so, let me tell you what kind of happened, Amber, and then you can let me know if you need it or not.
133 00:13:14.460 ⇒ 00:13:28.159 CassandraBryant: So, Yvette met with me because she said my team wasn’t using Andy as much, or it wasn’t using Andy as they should. So, she said that basically I need to send you whatever I use to train, and then…
134 00:13:28.160 ⇒ 00:13:46.620 CassandraBryant: Because what the goal is, is for Andy, is that an agent could go in and ask Andy a question, and Andy could tell them how to do it, so that’s what our training material would be needed. The only thing is, with that training material, a lot of our information is similar, so… Yeah.
135 00:13:46.620 ⇒ 00:13:55.949 Amber Lin: Do you guys maintain it separately? If so, I can just copy this and add all the other dispatch stuff under here.
136 00:13:55.950 ⇒ 00:13:56.540 CassandraBryant: Brilliant.
137 00:13:56.880 ⇒ 00:14:06.179 CassandraBryant: So, this right here is… this is updated by, like, the dispatch stuff, and we keep that updated, because that’s what we use for…
138 00:14:06.460 ⇒ 00:14:07.849 CassandraBryant: training.
139 00:14:08.660 ⇒ 00:14:09.770 Amber Lin: I see.
140 00:14:11.390 ⇒ 00:14:14.099 TaraCook: So they’re gonna have a lot more of what the…
141 00:14:14.260 ⇒ 00:14:17.679 TaraCook: You know, the technician side of things.
142 00:14:17.680 ⇒ 00:14:20.669 CassandraBryant: But customer service… Or customer service is important.
143 00:14:20.670 ⇒ 00:14:22.130 TaraCook: Yes.
144 00:14:23.000 ⇒ 00:14:26.129 TaraCook: Customer service is gonna be…
145 00:14:28.850 ⇒ 00:14:37.640 Amber Lin: I see. My main concern is just that, say, something has the same pricing, it provides the same, like.
146 00:14:38.340 ⇒ 00:14:41.920 Amber Lin: Filter pricing information, and then there’s two…
147 00:14:42.490 ⇒ 00:14:52.290 Amber Lin: filter pricings in that same document, and then Andy’s gonna be so confused, and if you want to maintain it in the future, it might get really confusing.
148 00:14:52.720 ⇒ 00:14:53.490 CassandraBryant: Yeah.
149 00:14:53.630 ⇒ 00:14:58.289 CassandraBryant: Yeah, our department gets very confusing, Andberg. Welcome to our world.
150 00:14:59.210 ⇒ 00:15:00.369 CassandraBryant: I realized that what you.
151 00:15:00.370 ⇒ 00:15:01.780 Amber Lin: All the issues.
152 00:15:01.780 ⇒ 00:15:02.250 CassandraBryant: Alright.
153 00:15:02.340 ⇒ 00:15:10.990 Amber Lin: I was like, I don’t… I don’t know what this is, I don’t know what this means, and that’s so different than this small little change right here.
154 00:15:11.370 ⇒ 00:15:12.420 Amber Lin: Okay.
155 00:15:12.900 ⇒ 00:15:17.220 CassandraBryant: So… How can we help you help us?
156 00:15:17.220 ⇒ 00:15:17.700 TaraCook: Yeah.
157 00:15:17.700 ⇒ 00:15:28.389 CassandraBryant: the easiest thing. Is it if we maybe do, like, a collide of, like, hey, this is everything that’s gonna be the same, and then this is just what’s different for dispatch?
158 00:15:29.440 ⇒ 00:15:30.139 CassandraBryant: They’re my.
159 00:15:30.140 ⇒ 00:15:39.410 Amber Lin: Ideally, that would be… that would be awesome. It does sound like a lot of work for you, but maybe I just don’t… I just don’t… I’m not in the day-in day.
160 00:15:39.410 ⇒ 00:15:39.870 CassandraBryant: Yeah.
161 00:15:39.870 ⇒ 00:15:40.900 Amber Lin: a business.
162 00:15:42.550 ⇒ 00:15:52.249 Amber Lin: Because eventually, my goal is to just add it to the central doc so that Annie has access. My concern is that there’s duplicates, so if you could help me with that, that would be awesome.
163 00:15:52.510 ⇒ 00:16:02.820 CassandraBryant: Okay, okay. So that’s what I’ll do. I’ll go through, our stuff and see what is all duplicates and, like, what Tara’s team will already have submitted.
164 00:16:03.200 ⇒ 00:16:17.739 CassandraBryant: And then I will go through what is just dispatch only, and then I will send you a folder with just dispatch-only stuff in it, and then we could just go through that, and then upload that. That would be just, like, the bid work.
165 00:16:17.740 ⇒ 00:16:30.549 CassandraBryant: Call scrubbing, reroutes, follow-ups, like, the processes that we only do, that her team won’t do. And then I think that that would make it… that’ll at least be a foundation.
166 00:16:30.910 ⇒ 00:16:31.899 CassandraBryant: For us to start.
167 00:16:31.900 ⇒ 00:16:33.040 Amber Lin: Gotcha, okay.
168 00:16:33.040 ⇒ 00:16:46.270 TaraCook: And then that way, when dispatch does go in there and ask Andy, he will have that information, and he’ll give them the right answer. Because, girl, I was being thrown through a loop. I said, wait a minute, why are… why?
169 00:16:46.460 ⇒ 00:17:04.350 Amber Lin: Alright, so I should still add the, like, admin agents, the other… the two folders, the two, three folders that we just went through. But I’ll leave the long doc for you to go through for a bit, and then just let me know what we should end up with.
170 00:17:04.359 ⇒ 00:17:05.699 CassandraBryant: Okay, okay, perfect.
171 00:17:06.599 ⇒ 00:17:07.900 Amber Lin: And…
172 00:17:12.010 ⇒ 00:17:12.950 Amber Lin: Great.
173 00:17:13.460 ⇒ 00:17:14.550 Amber Lin: Sounds good.
174 00:17:17.579 ⇒ 00:17:22.140 Amber Lin: Yeah, that was… that was all I had. I thought it would just be a lot easier to do it on a call.
175 00:17:22.140 ⇒ 00:17:27.390 CassandraBryant: Oh yeah, calls are always easier than back and forth on emails and stuff.
176 00:17:27.800 ⇒ 00:17:30.290 Amber Lin: Yep. Alrighty. Thank you both.
177 00:17:30.290 ⇒ 00:17:30.989 CassandraBryant: Thank you!
178 00:17:30.990 ⇒ 00:17:33.250 TaraCook: Perfect, thank you, Ms. Amber. Bye-bye. Bye.
179 00:17:33.250 ⇒ 00:17:34.260 Amber Lin: Bye!