--0000000000007cb6d2064881fae7 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Leaders, As we gear up for the Zoom Contact Center launch on *February 11*, I wanted to communicate 3 important changes to our intake process. All changes will go into effect on *February 11*. 1. Intake hours of operation for inbound calls will be updated to *Monda= y - Sunday, 7 AM - 9 PM Eastern Time.* - Our B2C web team will operate from 8 AM - 9 PM Eastern Time due to restrictions on calling hours. 2. If an intake call comes in outside of these hours, that call will be routed to the After Hours Team to make an attempt to answer with a live agent. If the After Hours Team cannot answer the phone in 3 rings (approximately 20 seconds), the call will be routed to a voicemail where= we request that a detailed message be left. - Whether the After Hours Team answers and gathers the lead information OR a voicemail is left, the Intake Team will follow up on= it first thing in the morning. - SOP Doc - https://docs.google.com/document/d/1dHEg3aoxD0JdvEZKq9tmnSnuFoxhnyU2B= 2bR-PGSsMA/edit?usp=3Dsharing 3. There will be an API call to Salesforce for every intake call. If the caller ID of the caller matches a number in Salesforce for a *caregiver = *or *current client* (or *client contact*), the messages below will play before routing them back to the main menu again for proper selection. - *Caregiver Announcement*: =E2=80=9CThank you for calling TheKey Hom= e Care. For caregiver assistance, please press option 3 on the main menu. This will connect you directly with our dedicated caregiver lines and the local office staff who are equipped to help you. Please remain on the line = to hear the menu again.=E2=80=9D - *Client Announcement**:* =E2=80=9CThank you for calling TheKey Home= Care. You=E2=80=99ve reached our dedicated line for new clients. To reach y= our local office, please press option 2 when you return to the main menu. If all team members are assisting other clients, feel free to leave a message and someone will get back to you by the end of the business day.=E2=80=9D Please let me know if you have any questions. We are looking forward to the launch! -- Bryan Carter VP of Inside Sales bryan.carter@thekey.com Mobile: (901) 489-3960 https://thekey.com --0000000000007cb6d2064881fae7 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Le= aders, As we gear up for the Zoom Contact Center l= aunch on February 11 , I wanted to communicate 3 important changes to= our intake process. All changes will go into effect on February=C2=A011=