I neglected to list our options.
The "standard" for TheKey's ring groups is to present the ring group name
and caller number. Unfortunately, the options do not allow us to display
customer number and then ring group name. The ring group name is presented
first as it is possible for users to be members of multiple ring groups and
having the ring group name presented first might be of value in how the
user answers the call by knowing what ring group (area/region) with which
the call is associated. If caller ID info is what's most important and the
ring group names are of relatively little value, we can display the
caller's name and number instead. Do keep in mind, we can only pass on the
callerID info provided to us by the caller's carrier service.
Please let me know if you have any other questions. Thanks!
On Fri, Aug 23, 2024 at 10:49 AM Mark Warner <mark.warner@thekey.com> wrote:
> Hi everyone! Below are all the ring group labels associated with the
> Midwest-Great Lakes On-Call groups to which Kendra is referring. Please
> review and propose a labeling scheme that might work better for you. If we
> can accommodate those changes, we certainly will. If not, we can discuss
> and come up with a solution. Thanks!
>
> Great Lakes Client Success Mgr - On-Call - Great Lakes
> Great Lakes CG Ambassador - On-Call - Great Lakes
> Kansas City New Client - AfterHrs
> Columbus New Client - AfterHrs
> St. Louis New Client - AfterHrs
> Milwaukee New Client - After Hrs - Great Lakes
> Michigan New Client - AfterHrs - Great Lakes
> Chicago New Clients - AfterHrs - Great Lakes
>
> On Fri, Aug 23, 2024 at 9:37 AM Timothy Thomas <tt@thekey.com> wrote:
>
>> @Mark Warner <mark.warner@thekey.com> Any suggestions on how to solve
>> Kendra's issue below?
>>
>> On Thu, Aug 22, 2024 at 2:27 PM Kendra Smith <ksmith@thekey.com> wrote:
>>
>>> Good afternoon,
>>> Since they are going to be making changes to the ring group can they
>>> also make changes to the title. As GM's we get calls for all the offices
>>> but the phone number shows last which by that time the call could go to vm.
>>> Can they either put phone number 1st or shorten the name of the group
>>> example of how it comes across now: "HCA Great Lakes CG Ambassador-Great
>>> Lakes (xxx) xxx-xxxx
>>>
>>>
>>> Thank you,
>>>
>>>
>>> On Wed, Aug 21, 2024 at 5:47 PM Audra Williams <audraw@thekey.com>
>>> wrote:
>>>
>>>> Thanks Tim!
>>>>
>>>> Team, Here
>>>> <https://docs.google.com/spreadsheets/d/1aflg8gcxwIoGQl21ACwCKB9ZgATVOjSOkReYRLg4y_o/edit?usp=sharing>
>>>> is a rough draft spreadsheet that indicates the new ring groups as of
>>>> 8/26. Please take a look at each of your tabs and make any changes to the
>>>> table under "update effective 8/26" that you see appropriate. Please have
>>>> this completed by EOD Thursday, 8/22.
>>>>
>>>> Thank you!
>>>>
>>>> On Wed, Aug 21, 2024 at 2:35 PM Timothy Thomas <tt@thekey.com> wrote:
>>>>
>>>>> Hi again,
>>>>>
>>>>> In addition, as of August 26th, any offices currently receiving
>>>>> scheduling assistance from the call center during business hours will need
>>>>> to take over all scheduling duties. Please ensure that your teams are fully
>>>>> prepared to handle this responsibility starting on that date.
>>>>>
>>>>> If you have concerns, please let me know.
>>>>> Thanks
>>>>>
>>>>> On Wed, Aug 21, 2024 at 3:55 PM Timothy Thomas <tt@thekey.com> wrote:
>>>>>
>>>>>> Hi team,
>>>>>>
>>>>>> As part of our ongoing commitment to enhancing the client experience,
>>>>>> I would like to inform you of an important change regarding our call
>>>>>> handling procedures that will take effect on September 3rd.
>>>>>>
>>>>>> Starting on this date, the call center will no longer be providing
>>>>>> backup support during business hours. Instead, all calls will be routed
>>>>>> directly to your respective offices. It is essential that we ensure every
>>>>>> call is answered promptly to maintain the high standard of service our
>>>>>> clients expect. In the event that a call cannot be answered immediately, it
>>>>>> will be directed to the office voicemail. To ensure smooth operations, we
>>>>>> are in the process of creating a Standard Operating Procedure (SOP) for
>>>>>> managing these voicemails efficiently.
>>>>>>
>>>>>> I strongly encourage you to coordinate with your and teams and ensure
>>>>>> that they are fully prepared to handle the increased call volume. This
>>>>>> change is a significant step towards improving our responsiveness and
>>>>>> overall client satisfaction.
>>>>>>
>>>>>> Please let me know if you have any questions or require further
>>>>>> clarification.
>>>>>>
>>>>>> Thanks
>>>>>>
>>>>>> --
>>>>>>
>>>>>> *Tim Thomas*
>>>>>> Head of Midwest & Canada Divisions | *TheKey*
>>>>>> Mobile: 514.591.9387
>>>>>> [image: TheKey] <https://www.thekey.com/>
>>>>>>
>>>>>
>>>>
>>>> --
>>>> Audra Williams
>>>> Director, Divisional Operations
>>>> (425) 757-7027
>>>> TheKey.com <https://www.thekey.com/>
>>>>
>>>>
>>>> [image: TheKey] <https://homecareassistance.com/>
>>>>
>>>