Good morning everyone! Just following up on my previous email regarding
Micah and the change in operation of the Midwest-Great Lakes call routing.
Again, based on Tim's note to his staff that call center activity would be
changing on 9/3, I did not make the routing changes without
further confirmation. Ring group membership changes were completed over
the weekend.
Thanks!
On Sat, Aug 24, 2024 at 3:55 PM Mark Warner <mark.warner@thekey.com> wrote:
> Hello!
>
> All ring group adjustments are completed. *Micah Jakoblich* does not
> have an 8x8 account. Please provide the desired area code for his 8x8
> phone number and the office/location to which he will be associated.
>
> Assuming I understood Tim's update to his staff, the changes to REMOVE the
> call center from the Open Hours forward path will not occur until
> 9/3/2024. Please let me know if I have misunderstood that. Also, I would
> like to confirm one last time how the configuration should end up in the
> end. Please see below:
>
> *Open Hours*
> Option 1 (New Clients / Intakes): Routes directly to InContact Intake
> Manager
> Option 2 (Existing Clients): Routes to local ring group and goes to ring
> group voicemail
> Option 3 (Caregivers): Routes to local ring group and goes to ring group
> voicemail
> Option 4 (Employment verification): Remains the same (routes to Payroll
> dept)
> Option 5 (All Others): Routes to local ring group and goes to ring group
> voicemail
> Option 9 (Repeat Menu): Remains the same
>
> *Closed Hours*
> Routing remains the same - All Options (except option 4) route to
> InContact / Call Center
>
> Thanks!
>
> On Fri, Aug 23, 2024 at 11:26 AM Mark Warner <mark.warner@thekey.com>
> wrote:
>
>> 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/>
>>>>>>
>>>>>