Meeting Title: Brain Forge Weekly Planning Sync Date: 2026-03-23 Meeting participants: Pranav Narahari, JanieceGarcia, YvetteRuiz
WEBVTT
1 00:00:54.190 ⇒ 00:00:55.340 Pranav Narahari: Hey, Janiece.
2 00:00:56.070 ⇒ 00:00:57.600 JanieceGarcia: Hi, Bernal, good morning!
3 00:00:57.810 ⇒ 00:00:58.970 Pranav Narahari: Good morning!
4 00:01:04.310 ⇒ 00:01:06.520 JanieceGarcia: And I’m not sure about tomorrow, because I know…
5 00:01:06.710 ⇒ 00:01:13.049 JanieceGarcia: Yvette and I do have another meeting that we have to do, and then we have a meeting right before that, so I don’t know.
6 00:01:14.130 ⇒ 00:01:19.150 Pranav Narahari: Gotcha, gotcha. All good. Yeah, I… so, I’m not sure if,
7 00:01:19.400 ⇒ 00:01:25.180 Pranav Narahari: Yeah, you’re… like, they… I looked at the ABC, like, go anteater, like,
8 00:01:25.560 ⇒ 00:01:39.540 Pranav Narahari: email, and then try to, like, schedule from there, but I’m guessing, like, we probably have, like, additional emails, like, on… I mean, additional calendar events on top of that. So, yeah, I just tried to find a spot. I’m… I can be flexible tomorrow, okay.
9 00:01:39.700 ⇒ 00:01:40.670 Pranav Narahari: Yeah.
10 00:01:41.280 ⇒ 00:01:44.809 Pranav Narahari: So, we can… we can definitely move that meeting around.
11 00:01:48.770 ⇒ 00:01:53.540 JanieceGarcia: I don’t know, let me see if I can look at… Her calendar…
12 00:01:55.400 ⇒ 00:01:59.179 Pranav Narahari: Yeah, I’m happy to move that right now, actually, if, we can probably just…
13 00:02:00.090 ⇒ 00:02:01.390 Pranav Narahari: Figure that out right now.
14 00:02:02.960 ⇒ 00:02:13.070 JanieceGarcia: Hmm… so… Oh… it would probably have to be… Like, 3.
15 00:02:13.980 ⇒ 00:02:17.080 Pranav Narahari: Let me take a look.
16 00:02:21.220 ⇒ 00:02:25.260 Pranav Narahari: 3 works for me. 3 Central, so 2.
17 00:02:25.570 ⇒ 00:02:28.359 Pranav Narahari: Yes, does 2.30 work?
18 00:02:29.910 ⇒ 00:02:32.380 JanieceGarcia: We might be able to do 2.30.
19 00:02:32.940 ⇒ 00:02:38.650 JanieceGarcia: You can send it and see, because what we have is, we’re testing something else for our CRM.
20 00:02:38.880 ⇒ 00:02:42.829 JanieceGarcia: And so we’ve got to have that feedback in, and that feedback’s tomorrow.
21 00:02:43.280 ⇒ 00:02:44.040 JanieceGarcia: So…
22 00:02:45.160 ⇒ 00:02:49.770 Pranav Narahari: Okay, so, actually, I might be thinking about this wrong. So, you said 3 o’clock your time, so that’d be 4 o’clock your time.
23 00:02:50.120 ⇒ 00:02:51.640 JanieceGarcia: So it’s 4 o’clock your time.
24 00:02:52.190 ⇒ 00:02:53.670 Pranav Narahari: Okay, okay.
25 00:02:53.780 ⇒ 00:02:55.520 Pranav Narahari: 4 o’clock my time.
26 00:02:56.340 ⇒ 00:02:57.240 Pranav Narahari: There’s the best.
27 00:02:57.240 ⇒ 00:02:59.819 JanieceGarcia: Yay, she can… she can answer. Okay.
28 00:02:59.820 ⇒ 00:03:00.910 Pranav Narahari: Perfect.
29 00:03:00.910 ⇒ 00:03:02.390 YvetteRuiz: What can I answer?
30 00:03:03.050 ⇒ 00:03:05.209 JanieceGarcia: For the meetings tomorrow?
31 00:03:06.970 ⇒ 00:03:07.660 YvetteRuiz: Yeah.
32 00:03:08.400 ⇒ 00:03:09.200 YvetteRuiz: Okay.
33 00:03:09.790 ⇒ 00:03:11.790 YvetteRuiz: I’m sorry, what am I answering?
34 00:03:11.990 ⇒ 00:03:24.550 JanieceGarcia: He was asking… he sent us a new invite for tomorrow to go over, like, the roadmap and everything that’s coming up, for April and May, and he scheduled it tomorrow at 1215.
35 00:03:24.670 ⇒ 00:03:28.179 JanieceGarcia: But I know we had that other one, with Dream.
36 00:03:29.420 ⇒ 00:03:33.250 YvetteRuiz: Yeah, I won’t be able to do that tomorrow,
37 00:03:34.750 ⇒ 00:03:39.550 YvetteRuiz: Unless it’s, like, earlier, I need to get back to Nitesh.
38 00:03:40.900 ⇒ 00:03:46.010 YvetteRuiz: On tomorrow, because he wants to do a deep dive on what we’ve already found with dream stuff.
39 00:03:46.180 ⇒ 00:03:50.829 YvetteRuiz: We… I could do it later, if we could do something like…
40 00:03:51.100 ⇒ 00:03:53.520 YvetteRuiz: 4-ish? My gosh, I don’t even wanna know.
41 00:03:55.350 ⇒ 00:03:59.859 YvetteRuiz: What about Wednesday? Can you do Wednesday, like, at 3ish?
42 00:04:00.500 ⇒ 00:04:04.479 Pranav Narahari: Yeah, I mean, Wednesday works, too.
43 00:04:04.720 ⇒ 00:04:14.370 Pranav Narahari: Let’s see… Yeah, happy to do… so, yeah. Does, 3.15 work?
44 00:04:14.750 ⇒ 00:04:16.760 YvetteRuiz: Yep, works for me.
45 00:04:16.760 ⇒ 00:04:30.669 Pranav Narahari: Perfect, perfect. Yeah, so, I mean, we have a few things that we’re delivering in different days this week, so if we do a Wednesday, that’s honestly perfect. What that will be basically then is, Janiece, I will send you an update on…
46 00:04:31.290 ⇒ 00:04:38.200 Pranav Narahari: when we finish, like, piping in all those new comments into the central doc, and then having that into that QA version.
47 00:04:38.200 ⇒ 00:04:53.190 Pranav Narahari: that you and then the trainers can all just, like, stress test. I know you had that 30 to 45 minute session prepared for them. And so, yeah, by then, honestly, hopefully you guys can already have that 30 to 45 minute session, and then we can go over that.
48 00:04:53.200 ⇒ 00:04:54.110 JanieceGarcia: And… Bye.
49 00:04:54.110 ⇒ 00:05:02.119 Pranav Narahari: It’s actually a really good way to just, like, wrap up, this whole migration effort, and then just, like, that could be our project kickoff as well.
50 00:05:03.100 ⇒ 00:05:03.949 JanieceGarcia: Yeah. Okay.
51 00:05:04.860 ⇒ 00:05:07.779 Pranav Narahari: Perfect. Yeah, actually, that’s better. That’s great.
52 00:05:08.310 ⇒ 00:05:15.880 YvetteRuiz: Perfect, perfect. I just… I didn’t want to commit… over-commit myself, because I do that, and I’m… I’m trying to get away from that bad habit.
53 00:05:15.880 ⇒ 00:05:16.720 Pranav Narahari: Yeah, no.
54 00:05:18.000 ⇒ 00:05:19.760 Pranav Narahari: But, okay, sounds great.
55 00:05:19.890 ⇒ 00:05:30.280 Pranav Narahari: So, yeah, there’s just a few updates, and you know, we’ll go into further depth on Wednesday, but just kind of want to give you guys an idea. It’s probably gonna be a little bit repetitive for, like, what we’re gonna do this week.
56 00:05:30.280 ⇒ 00:05:45.150 Pranav Narahari: So, Janice, we talked kind of directly on Friday about when we kind of want to roll things out specifically, like, on a day-to-day basis, and so today, what we’re doing is, actually, right after this call, I have a meeting with all of our engineers to just
57 00:05:45.150 ⇒ 00:05:59.049 Pranav Narahari: talk about, okay, what are all the, like, maybe lingering efforts, if there are any, and what is preventing… what are the final steps that we need to do to do the final cutover? So, from the old system to the new system, and…
58 00:05:59.400 ⇒ 00:06:08.429 Pranav Narahari: we want to do this in a way where there’s no outages, downtime, just completely… it’s just, nothing on your end will seem different. That’s… that’s the goal.
59 00:06:09.160 ⇒ 00:06:28.339 Pranav Narahari: So, we have that right after this, and then also today and tomorrow’s effort, we’ll be migrating all of those comments into the central doc to have that finalized version, lock it, and then have that up and ready in the QA system that we’ll then give to you guys to do the stress testing.
60 00:06:28.620 ⇒ 00:06:42.430 Pranav Narahari: Those are the big two efforts for the beginning of the week. Then Wednesday, we’ll talk about the roadmap. We have… why I wanted to kind of save the roadmap for tomorrow or Wednesday, is we have Sam looking over it to just, like, really just, like.
61 00:06:43.040 ⇒ 00:06:52.400 Pranav Narahari: diff… like, hit all the details for the technical approach, just so if we do this now, we can just move really smoothly going into April and May.
62 00:06:52.520 ⇒ 00:06:56.449 Pranav Narahari: Milestones aren’t gonna be changing, and then…
63 00:06:56.700 ⇒ 00:07:01.029 Pranav Narahari: You guys will have, like, clear deadlines on, like, what deliverables you’ll see week to week.
64 00:07:02.220 ⇒ 00:07:03.680 YvetteRuiz: Perfect. Okay.
65 00:07:03.720 ⇒ 00:07:04.400 JanieceGarcia: Possible.
66 00:07:04.400 ⇒ 00:07:05.280 Pranav Narahari: And like that.
67 00:07:05.910 ⇒ 00:07:22.439 Pranav Narahari: One thing I wanted to ask you guys, too, is I know we have our meeting, and not to schedule and, like, reschedule another meeting, I know we have them on Thursday, kind of, in the middle of the day, late, like, kind of afternoon-ish. Do you think you guys have time on Fridays? Because what that would help us with is just, like.
68 00:07:22.440 ⇒ 00:07:30.299 Pranav Narahari: you know, we have the week to work on something, and then we can not say, oh, we’re gonna push something out to you tomorrow, we can just, like, actually, like, just demo it to you guys on that Friday call.
69 00:07:31.080 ⇒ 00:07:41.010 YvetteRuiz: I would actually prefer that. The only thing with Fridays is I’m gonna be off next Friday, and so is Janiece. So, we can do this one, and then maybe start,
70 00:07:41.160 ⇒ 00:07:44.339 YvetteRuiz: The following… The following? Yeah.
71 00:07:44.440 ⇒ 00:07:47.469 YvetteRuiz: I gotta check, I think Matt and Steven should be.
72 00:07:48.540 ⇒ 00:07:50.290 YvetteRuiz: And I get it, cause…
73 00:07:50.770 ⇒ 00:07:55.790 YvetteRuiz: I was looking… who’s… who is part of those meetings? Let me go back through the list, so…
74 00:07:57.130 ⇒ 00:08:06.600 JanieceGarcia: us, David was in there, Steven, Matt, Pranav, and then… Brain Forge.
75 00:08:06.600 ⇒ 00:08:20.080 YvetteRuiz: I think I’m gonna pull David. David’s not even attending them. I don’t know why he’s not attending them, but I think I’m gonna pull him, and then just keep us and Matt and Steven on those. So yeah, we should be… what time are you thinking, Pranav?
76 00:08:20.900 ⇒ 00:08:23.910 Pranav Narahari: I’m pretty wide open on Fridays, so…
77 00:08:24.520 ⇒ 00:08:27.640 YvetteRuiz: Okay, and I’m… I’m gonna cancel the…
78 00:08:28.000 ⇒ 00:08:35.480 YvetteRuiz: the training that… that Friday meeting with the trainers, because we went this new direction, so I’m removing that.
79 00:08:35.620 ⇒ 00:08:37.520 Pranav Narahari: Might as well just throw it into that spot.
80 00:08:37.740 ⇒ 00:08:42.260 YvetteRuiz: Yeah, I think that would be perfect. For me. I mean, what… Janice? Janice?
81 00:08:42.260 ⇒ 00:08:50.660 JanieceGarcia: I think that’s… that’s perfectly fine. I’m gonna delete, the one, so that way it deletes from everywhere, because it’s on the training collab calendar, Yvette.
82 00:08:50.660 ⇒ 00:08:53.729 YvetteRuiz: I just deleted whatever I had on my end.
83 00:08:53.730 ⇒ 00:08:59.750 JanieceGarcia: That’s fine. I’m gonna go ahead, I deleted that, and then we’re gonna move…
84 00:09:00.560 ⇒ 00:09:05.060 JanieceGarcia: Thursday’s meeting from the 22nd, or 26th, I mean?
85 00:09:05.060 ⇒ 00:09:12.079 YvetteRuiz: To the 27th, yes. And that’ll be actually good, because we travel that day, and it’d be good to get on the road sooner if we needed to.
86 00:09:12.310 ⇒ 00:09:13.429 Pranav Narahari: Perfect, yeah.
87 00:09:14.600 ⇒ 00:09:15.320 JanieceGarcia: Alright.
88 00:09:15.920 ⇒ 00:09:24.940 YvetteRuiz: It’s just when you move to Austin, you gotta let us know, so then that way we can, meet in person. When you go, yeah, meet in person, yeah, because our Austin days are Thursdays.
89 00:09:24.940 ⇒ 00:09:25.940 Pranav Narahari: Oh, okay, okay.
90 00:09:25.940 ⇒ 00:09:26.930 YvetteRuiz: Cool.
91 00:09:26.930 ⇒ 00:09:27.700 Pranav Narahari: It’s enough.
92 00:09:29.590 ⇒ 00:09:33.439 JanieceGarcia: And actually, Pranav, you’re the organizer, it’s not gonna let me do…
93 00:09:33.440 ⇒ 00:09:34.130 Pranav Narahari: Okay, perfect.
94 00:09:34.130 ⇒ 00:09:35.009 JanieceGarcia: We’ll move over.
95 00:09:35.010 ⇒ 00:09:36.869 Pranav Narahari: Let me do that right now, though.
96 00:09:55.140 ⇒ 00:10:03.509 Pranav Narahari: Cool. You guys should see those changes. And then, yeah, for next week, we can figure out… maybe we’ll bring that back onto Thursday.
97 00:10:04.690 ⇒ 00:10:08.880 Pranav Narahari: We can talk about that on our Monday meeting next week, maybe. We’ll have a better understanding of our schedules.
98 00:10:09.920 ⇒ 00:10:10.890 YvetteRuiz: Yep, that’s fine.
99 00:10:11.260 ⇒ 00:10:12.100 YvetteRuiz: Cool. Yep.
100 00:10:13.180 ⇒ 00:10:22.469 Pranav Narahari: Yeah, this is a short meeting, unless there’s anything else that you guys wanted to talk about. I think we really fleshed things out a lot last Monday on just, like, the roadmap, so we feel pretty good here.
101 00:10:23.010 ⇒ 00:10:46.050 YvetteRuiz: No, I feel really good. You know, I think, we’re… you and Janiece have done great. I mean, now getting the one-on-ones with Janiece, getting the one-on-ones working that time, really working and getting the insights on it, you providing all that data, cleaning all that, I think we’re right on the right track. You know, like I… like I told Matt, I feel really, really good about, you stepping in, and
102 00:10:46.050 ⇒ 00:10:48.590 YvetteRuiz: where we’re headed right now, so thank you again.
103 00:10:49.430 ⇒ 00:11:05.380 Pranav Narahari: Totally. And then, one thing I forgot is on Friday, we’ll have that, dashboard up and running for weekly updates on, like, the grouping, categorization of all the messages. So, yeah, those are kind of, like, the 3-4 deliverables for this week.
104 00:11:05.750 ⇒ 00:11:25.200 YvetteRuiz: Yeah. Pernal, just a really quick question on the transcripts. Yes. That is something that we will… I mean, I’m sure you’ll have that on the roadmap piece of it, right? Talking about how we’re going to really start utilizing that with… to get us the information on the KPI piece of it, right? Like, the data that we’re wanting to see.
105 00:11:25.460 ⇒ 00:11:29.180 Pranav Narahari: Exactly, and so that’s one thing that,
106 00:11:29.220 ⇒ 00:11:45.650 Pranav Narahari: for the first week, we’re gonna be doing a spike on. So, like, how are we gonna get all of those transcripts? What is the process for us to get those on a weekly cadence? Because we don’t want this just to be, like, a one-time historical analysis of all the transcripts. We want this to be ongoing
107 00:11:45.650 ⇒ 00:11:53.739 Pranav Narahari: every week. We want there to be a dashboard that you guys can see is, like, okay, per department, how is the usage changing? What are now the…
108 00:11:53.780 ⇒ 00:12:00.770 Pranav Narahari: top 10 intents that we can provide to the trainers for them to then send over to the CSRs for feedback.
109 00:12:00.830 ⇒ 00:12:01.410 Pranav Narahari: So…
110 00:12:01.410 ⇒ 00:12:11.960 YvetteRuiz: Yeah. Yeah. I was… and I’m sorry, I wanted to share with you just quickly what I was talking about on Thursday. There’s some cleanup that I need to do, too. Hang on just a minute.
111 00:12:20.380 ⇒ 00:12:22.100 YvetteRuiz: -Oh, what did I do?
112 00:12:26.010 ⇒ 00:12:27.980 YvetteRuiz: That’s not what I wanted to hang on.
113 00:12:37.500 ⇒ 00:12:38.390 YvetteRuiz: Sorry.
114 00:12:38.700 ⇒ 00:12:40.250 YvetteRuiz: Why it’s doing that.
115 00:12:43.100 ⇒ 00:12:44.809 YvetteRuiz: Can you guys see my screen?
116 00:12:46.400 ⇒ 00:12:47.020 Pranav Narahari: Yep.
117 00:12:47.020 ⇒ 00:12:48.609 YvetteRuiz: What is… is it month-end theme?
118 00:12:48.610 ⇒ 00:12:49.530 JanieceGarcia: and things.
119 00:12:49.530 ⇒ 00:12:50.290 YvetteRuiz: Excellent.
120 00:12:59.390 ⇒ 00:13:03.710 YvetteRuiz: Is it… is it moving along? Is it pulling up stuff? Yeah. Okay, cool.
121 00:13:03.710 ⇒ 00:13:04.199 JanieceGarcia: You’re on your…
122 00:13:04.200 ⇒ 00:13:07.119 YvetteRuiz: Pranav, just… Okay, cool. So, Pranav, just…
123 00:13:07.320 ⇒ 00:13:22.449 YvetteRuiz: this is just kind of, the data of our scorecards for our agents. So the data team puts all this information together, you know, for everyone, but then they give me all the information for the month and all that, and so…
124 00:13:22.840 ⇒ 00:13:28.729 YvetteRuiz: On some of the K… on the KPIs that we measure, our agents and we keep,
125 00:13:29.220 ⇒ 00:13:49.619 YvetteRuiz: We look into, we do our deep dives and all, but this is what I was kind of talking about, and kind of where I would like to get a lot of help from Andy. You know, I had mentioned, you know, look at this gentleman right here. In the month of February, he had placed 112 customers on hold, which averaged out to 6 hours and 11 minutes.
126 00:13:49.620 ⇒ 00:13:53.600 YvetteRuiz: That month, so… I’m, you know, part of me is like, okay.
127 00:13:53.870 ⇒ 00:14:08.010 YvetteRuiz: why… what is he struggling with, right? Like, what is the difference between this new hire right here and this per… you know what I mean? Like, is it… and of course, there’s other things to factor in, right? Call volume and everything, but I could look at their calls, they pretty much align the same.
128 00:14:08.010 ⇒ 00:14:23.130 YvetteRuiz: You know, and then, of course, this gentleman right here, who had 172 times he placed a customer on hold, that totaled up 9 hours and 25 minutes for the month, you know what I mean? And you can see how that kind of connects, right? The experience, you know what I mean?
129 00:14:23.330 ⇒ 00:14:23.920 Pranav Narahari: Yeah.
130 00:14:23.920 ⇒ 00:14:43.869 YvetteRuiz: stuck getting questions, or what is he doing at that point, right? And so, I want to be able to help, you know, our agents trying to figure out, okay, are they maybe not utilizing? Are they looking… again, I don’t know what that full experience is, but this is really gonna really be interesting to find out,
131 00:14:44.230 ⇒ 00:14:49.499 YvetteRuiz: just kind of more insights on that. So I just wanted to share with you.
132 00:14:49.500 ⇒ 00:14:56.100 Pranav Narahari: So, for total hold time, right, these numbers are, like, yeah, 9 hours, 6 hours. How am I supposed to…
133 00:14:56.650 ⇒ 00:15:00.800 Pranav Narahari: conceptualize the 6 hours. Is that, like, total amount of time that each…
134 00:15:00.980 ⇒ 00:15:08.730 Pranav Narahari: Like, the average amount of time for each caller, or for the total number of hold… like, the total amount of hold time for all the callers?
135 00:15:08.950 ⇒ 00:15:26.450 YvetteRuiz: So, the total hold time… is that what you’re asking? I’m sorry. That’s for the entire month, so that’s what the entire… it added up. For the month of February, this was the total time that… out of all those… that’s how much the customer… how much hold time this agent had, I’m so sorry, of placing a customer on hold.
136 00:15:26.790 ⇒ 00:15:28.480 Pranav Narahari: Okay, that makes a lot of sense.
137 00:15:28.780 ⇒ 00:15:41.420 YvetteRuiz: And then, of course, I could… I could deal… I could… I could, dive deeper into that and go in there, okay, how much of this is per day? How… how much is this AHT? How many are those holds per… you know, per day and stuff like that, but…
138 00:15:42.110 ⇒ 00:15:50.480 YvetteRuiz: That, compared to, like, the other divisions and the other departments and other employees, as you can see here, there’s big… there’s a big gap, there’s a big gap.
139 00:15:50.480 ⇒ 00:16:06.780 Pranav Narahari: Right. So, my goal with the transcripts is, let’s find where there’s problems to start off with, and then let’s try to drive, like, deep analysis onto what we can change for those problems. And so, I was gonna ask you, like, is this something that you can share with me?
140 00:16:06.810 ⇒ 00:16:26.139 Pranav Narahari: Okay, perfect. Because what I would like to do is… there’s going to be thousands and thousands of transcripts per week, it looks like. We need to filter that down into what is the most important for right now, right? So, like, someone has zero hold time, you know, maybe that’s somebody that we don’t prioritize in the beginning.
141 00:16:26.530 ⇒ 00:16:28.160 YvetteRuiz: Absolutely.
142 00:16:28.160 ⇒ 00:16:44.980 Pranav Narahari: So that’s one thing, and then I will… so I’m glad we’re talking about this right now, because I can refine what our project plan is going for the transcripts project, because, yeah, we can look at hold time, hold count, are there any other fields here that you think I should take a deeper look.
143 00:16:44.980 ⇒ 00:16:53.979 YvetteRuiz: I don’t have it right here, let’s look at… like, you can… I mean, we can come back and we can look at some of these things right here, like,
144 00:16:54.380 ⇒ 00:17:04.190 YvetteRuiz: the handling time of the call, I mean, the… again, this is the average handling time for them, but we can go into AHT and stuff like that. Right now.
145 00:17:04.359 ⇒ 00:17:10.350 YvetteRuiz: I think I want to start off with the hold, side of it, and then we’ll start really
146 00:17:10.780 ⇒ 00:17:23.160 YvetteRuiz: drilling down on some other key metrics on here. That’s just the one that’s really stuck out to me from the beginning, and kind of really does point to something, because when you start listening to some of these phone calls, you could tell that the agent is
147 00:17:23.319 ⇒ 00:17:44.059 YvetteRuiz: they disappear, they’re asking them a question, and they disappear for a moment, so in that time, I don’t know if they’re scrambling looking for a spreadsheet, or they’re scrambling to go find a supervisor to ask the question, but this is everything that will make a difference in the whole experience of the customer, is getting the answer, what are you asking, how can we get to it very quickly, and get the resolution done?
148 00:17:44.460 ⇒ 00:17:49.029 Pranav Narahari: Totally, yeah, and this is good to see, just, like, as baseline as well, and then,
149 00:17:49.410 ⇒ 00:17:53.349 Pranav Narahari: what we should see going forward is, like, okay, how is this whole time going down? I think it doesn’t.
150 00:17:53.350 ⇒ 00:17:53.710 YvetteRuiz: Yeah.
151 00:17:53.720 ⇒ 00:17:56.039 Pranav Narahari: Correlation here. Okay, excellent.
152 00:17:56.040 ⇒ 00:18:00.090 YvetteRuiz: just started, too, with the post-call surveys, Pranav, and I know that
153 00:18:00.090 ⇒ 00:18:16.900 YvetteRuiz: with the AI world today, there’s, I mean, I think post-call survey is kind of like an antique now. There’s so much more cooler ways to pull, feedback from customers and stuff, but we finally got ours up and going and stuff, but it was interesting to see the data that we’ve just generated this month. I mean.
154 00:18:17.210 ⇒ 00:18:26.329 YvetteRuiz: customers are saying really good things, like, customers are saying, yeah, your agents took care of us, but what… the feedback that we were explaining is it took them multiple times
155 00:18:26.330 ⇒ 00:18:38.299 YvetteRuiz: to answer their questions. They had to call back multiple times to get their questions answered. So that kind of already stuck another, like, red flag, like, what… why can’t we answer their calls on the first
156 00:18:38.460 ⇒ 00:18:41.759 YvetteRuiz: time they call credit. The first car resolution piece of it.
157 00:18:42.170 ⇒ 00:18:42.720 Pranav Narahari: So, the idea…
158 00:18:42.720 ⇒ 00:18:44.619 YvetteRuiz: Share that data with you, too.
159 00:18:44.880 ⇒ 00:18:47.809 Pranav Narahari: God, yeah, no, that would be great. So, they’re getting…
160 00:18:48.300 ⇒ 00:18:53.500 Pranav Narahari: Is the idea that they’re calling, they’re getting stuck on hold, and they’re like, okay, no one’s coming to the phone, and then…
161 00:18:53.990 ⇒ 00:19:04.180 YvetteRuiz: No, no, no, not a ban… no, they’re… they’re calling us, they’re connecting with our agent, but they had to call back again because we, you know, they had to make multiple phone calls for their…
162 00:19:04.180 ⇒ 00:19:15.559 YvetteRuiz: for their resolutions to get… I mean, their situation to get handled correctly, you know what I mean? So, the first time they called, the agent couldn’t handle their call, so they had to call us back again as a follow-up, or some.
163 00:19:15.560 ⇒ 00:19:15.910 Pranav Narahari: Something…
164 00:19:15.910 ⇒ 00:19:18.700 YvetteRuiz: That we weren’t able to answer on that first call.
165 00:19:19.120 ⇒ 00:19:27.150 Pranav Narahari: I see. Okay, okay. So, so some of these calls, they end with, oh, we can’t give you a resolution right now. Call back later.
166 00:19:27.410 ⇒ 00:19:33.769 YvetteRuiz: Or they’ll say something like, I’ll call… the CSR may call back, or they may say something like, oh, I gotta get…
167 00:19:33.770 ⇒ 00:19:56.210 YvetteRuiz: I gotta get Tom to call you back, because he’s the one that did it. I’m just trying to get to that, because that’s a bad experience. If I have a customer calling, telling me that, hey, it took me multiple times to call your company to get the answer that I needed, I need to figure out, how do we bridge that gap? Like, is it more our salespeople aren’t giving the bid at the time, or is it truly us that can’t answer the question, or are our protocols so bad that…
168 00:19:56.210 ⇒ 00:20:06.419 YvetteRuiz: We just have a CSR taking messages and going to ask the service… there’s just… there’s different scenarios, and I have no idea what the cause is right now, but I just know that that’s a bad experience overall.
169 00:20:06.970 ⇒ 00:20:23.609 Pranav Narahari: But that data’s super, super great. Like, I think if we can get the… so this total hold time is gonna be great. Also, that data that you just talked about, like, number of callbacks, or however it’s exactly being described. Yeah, if I can get both of those spreadsheets, that would be great, because
170 00:20:23.610 ⇒ 00:20:28.179 Pranav Narahari: We can then factor those in into, like, how we filter out transcripts.
171 00:20:28.180 ⇒ 00:20:30.819 YvetteRuiz: Yes. Yep. Okay.
172 00:20:31.830 ⇒ 00:20:37.440 YvetteRuiz: Alrighty, well, I just wanted to share, I forgot that I told you that I was gonna… I forgot that I said I was gonna share that today.
173 00:20:37.440 ⇒ 00:20:44.580 Pranav Narahari: Oh, I appreciate that. Thank you so much. Yeah, if you can just email those to me, or just send them on Slack, either works. That’d be great.
174 00:20:45.740 ⇒ 00:20:46.740 YvetteRuiz: Perfect. Mark for that.
175 00:20:47.260 ⇒ 00:20:49.910 YvetteRuiz: Cool. Alrighty, well, that was it on my end.
176 00:20:50.450 ⇒ 00:20:54.729 Pranav Narahari: Awesome Yeah, that’s it for me. Denise, anything else? Or… we get to go?
177 00:20:54.730 ⇒ 00:21:00.669 JanieceGarcia: I’ll be waiting for you to give me the thumbs up for the Q&A. So, yeah.
178 00:21:01.160 ⇒ 00:21:03.410 Pranav Narahari: Okay, sounds good, guys. Talk to you soon.
179 00:21:03.410 ⇒ 00:21:05.590 YvetteRuiz: Take care. Bye.