--000000000000ddc37a0621c4df86 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable You can reach out to me, I'll have someone on my team research the issue and get back to you. Thanks! GW Gabrielle Wolfe * Head of Contact Center* gwolfe@thekey.com +1-360-502-3020 TheKey.com [image: TheKey] On Tue, Sep 10, 2024 at 7:14=E2=80=AFAM Timothy Thomas wrot= e: > @Gabrielle Wolfe Hi Gabrielle. Given the weekly > support calls with the Call center have been cancelled, who should we > provide our feedback to moving forward? > > > On Tue, Sep 10, 2024 at 9:43=E2=80=AFAM Abby Cnossen wrote: > >> Hi Tim, >> >> I reached out to Renae Soler for some details regarding the Call Center= =E2=80=99s >> performance over the weekend. She provided some general feedback and >> highlighted a specific issue with a Chicago client, Mary W. >> >> The call for Mary W. came in on Sunday at 6:44 PM, but Renae believes th= e >> Call Center didn=E2=80=99t start addressing her situation until Monday m= orning. >> >> In her general feedback, Renae mentioned that the Call Center contacted >> the on-call staff before reaching out to the POC and seemed to require a >> lot of guidance to follow standard procedures. For instance, they would >> reach out to her during a 24/7 case to ask if they should contact the PO= C >> or the current caregiver, even when there were no special notes, such as >> =E2=80=9Cdo not contact POC=E2=80=9D or =E2=80=9CVIP client.=E2=80=9D >> >> I hope this information is helpful. Let me know if you need any further >> clarification. >> >> Best, >> -- >> *Abby Cnossen* >> Manager of Quality and Service >> Call or text: 616-271-8243 >> TheKey.com >> > --000000000000ddc37a0621c4df86 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable You can reach out to me, I'll have someone=C2=A0on my = team research the issue and get back to you. Thanks! GW Gabrielle Wolfe Head of Contact Center gwolfe@thekey.com +1-360-502-3020 TheKey.com