--0000000000007bfbf305ece5c610 Content-Type: text/plain; charset="UTF-8" My thoughts are the money is better spent on an internal employee. Seems like they haven't accepted responsibility for the poor KPI showing. On Mon, Nov 7, 2022 at 11:38 AM Timothy Thomas wrote: > what do you make of this? > > On Mon, Nov 7, 2022 at 12:38 PM Greg Field wrote: > >> Hi Tim, >> >> Thank you for bringing these concerns to our attention, we appreciate you >> helping identify opportunities and working with you on improvements. In a >> shared environment we can't listen to every call so it's great when someone >> like yourself cares enough to reach out and share concerns so we can find >> solutions. >> >> Regarding call quality, our trainer will be providing additional training >> one on one with our agents on how to better communicate, when a call may >> require a more empathetic tone and the potentially sensitive nature of your >> industry. >> >> Concerning call wait times, we have discussed several strategies which >> will increase the effectiveness in call handling. We will be reviewing >> staffing in an attempt to provide better coverage during your peak times, >> as well as training additional operators to handle these calls. >> >> I know that the additional coaching and staffing will resolve the current >> issues. We appreciate your business, and the opportunity to address these >> concerns and grow our relationship moving forward. >> >> Respectfully, >> -- >> Greg Field >> Project Manager, Answer365 >> >> 2829 Agricola St >> >> Halifax, NS B3K-4E5 >> >> Direct: (902) 493-1404 >> Office: (902) 453-0700 >> Fax: (902) 455-1330 >> www.answer365.ca >> >> >> *Proud recipients of the CAMX Award of Excellence for Outstanding >> Service (2003-2022)* >> >> "Your Partner in Customer Relations." >> > > > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.com > [image: TheKey] > -- Chuck Terlesky B.A., CCPE General Manager/Regional Caregiver Ambassador for Canada Home Care Assistance Calgary Home Care Assistance Winnipeg Office Calgary: 403-301-3777 Office Winnipeg: 204-489-6000 37 Richard Way SW, Unit 305 Calgary, AB. T3E 7M8 HomeCareAssistanceCalgary.ca HCAWinnipeg.ca Click Here For Information --- Read Our Testimonials Join Our Newsletter We Are Hiring! Champions of Longevity --0000000000007bfbf305ece5c610 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable My thoughts are the money is better spent on an internal = employee. Seems like they haven't accepted responsibility for the poor = KPI showing.=C2=A0 On Mon, Nov 7, 2022 at 11:38 AM Timothy Thomas < tt@thekey.com > wrote: what do you make of this? On Mon,= Nov 7, 2022 at 12:38 PM Greg Field < gregfield@answer365.ca > wrote: =C2=A0Hi Ti= m, Thank you for bringing these concerns to our attention, we apprec= iate you helping identify opportunities and working with you on improvement= s.=C2=A0 In a