Once we move to the answering service this will stop. I wonder if they are
seeing this because of the decreased staff for FRAX. I can flag it to show
why we have an elevated number as well.
Best,
On Mon, Sep 30, 2024 at 1:33 PM Timothy Thomas <tt@thekey.com> wrote:
> Hey there,
>
> Are you able to help with point 2 below?
>
> ---------- Forwarded message ---------
> From: Emily Swackhamer <emily.swackhamer@thekey.com>
> Date: Mon, Sep 30, 2024 at 3:42 PM
> Subject: Re: 8x8 Dashboard | Tableau
> To: Timothy Thomas <tt@thekey.com>
>
>
> Hi Tim,
>
> Looks like STL is sitting right at 78.7%. I have noticed two areas of
> opportunity to improve on.
>
> 1- Orientation. Having only one Caregiver Manger, Karla is unable to take
> calls during business hours while conducting orientation. Sarah and myself
> fill in the best we can, but are often pulled away to other areas that need
> attention. The caregiver line receives the highest volume of calls.
>
> 2- I noticed last week our On-Call was stopping before Midwest office
> hours. For example, one day we received the on call log at 7:30am, but our
> office hours don't start until 9am. Calls were missed during that window of
> time throughout the week. This is specifically happening when the on call
> coordinators and Frax are on-call. Regionally, our office staff adjusts an
> hour early to an hour later to accommodate the different time zones.
>
> I am confident we would remain over the 80% threshold if we can find a
> more effective way to address these two problem areas.
>
> Thanks,
>
> Emily
>
> On Mon, Sep 30, 2024 at 2:28 PM Timothy Thomas <tt@thekey.com> wrote:
>
>> FYI
>>
>> See attached. If you’re below the desired level of 80% let me know how we
>> can get there / or if it’s a resource issue. Remember, we’re in the
>> customer service business and voicemail is not the experience we want our
>> clients to have.
>>
>> Thanks.
>>
>> ---------- Forwarded message ---------
>> From: Audra Williams <audraw@thekey.com>
>> Date: Mon, Sep 30, 2024 at 2:59 PM
>> Subject: 8x8 Dashboard | Tableau
>> To: Kimberly Guerci <kguerci@thekey.com>, Timothy Thomas <tt@thekey.com>,
>> Beth Ann Rosario <bethann.rosario@thekey.com>
>>
>>
>> Good morning All!
>>
>> I hope everyone had a great weekend! We have worked really hard to refine
>> our 8x8 Dashboard
>> <https://us-west-2b.online.tableau.com/#/site/mydata/views/8x8CallReportDashboardv1_3_17272956718710/SiteSummary?:iid=1>
>> so that we have visibility into calls that are hitting the office during
>> business hours and whether or not we are successfully answering those calls
>> as well as the calls that are rolling to voicemail.
>>
>> Attached is a download from all our calls last week during business
>> hours. You will see that the majority of offices are indeed either
>> answering all of their incoming calls or at least the majority of calls are
>> being answered with a small number falling over to VM. If you have a site
>> on here that has more VM calls than answered calls please address with the
>> appropriate team members so that we can reverse this trend. Lets see if we
>> can get our teams to 80% answered calls by the end of the week!!
>>
>> Thank you all for successfully leading your teams through this
>> transition! Would you like me to post this in the leadership chats for the
>> GM's to view?
>>
>> Best,
>>
>>
>> --
>> Audra Williams
>> Director, Divisional Operations
>> (425) 757-7027
>> TheKey.com <https://www.thekey.com/>
>>
>>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>
Audra Williams
Director, Divisional Operations
(425) 757-7027
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>