Thanks, Cristal!
Hi Joey, nice to meet you over email. I will let Mark correct me if I'm
wrong, but Zoom will not allow us to ring both the local team and zoom
contact center simultaneously to see who answers first. With our current
design, the intake call first rings the contact center (intake team); after
a set number of seconds, it can begin ringing the local team. If the local
team cannot answer, the call will overflow to your voicemail at the local
level so that you can follow up.
Echoing what Cristal said, Emily is one of our top LHAs with TheKey and
would be a valuable asset to the team. If you prefer to keep those intake
calls local, we can separate your location and send them to you, but then
you wouldn't have the centralized intake support.
Thank you.
--
Bryan Carter
VP of Inside Sales
bryan.carter@thekey.com
Mobile: (901) 489-3960
https://thekey.com
<https://thekey.com>
On Wed, Mar 18, 2026 at 2:26 PM Cristal Munoz <cmunoz@thekey.com> wrote:
> Hi Joey,
> I can appreciate your concern. Unfortunately, the phone lines cannot ring
> simultaneously between you and Desiree. Emily is excited to take on Canada
> and has already jumped in to start training to support your market(s).
> Looping in @Bryan Carter <bryan.carter@thekey.com> and @Matthew Albano
> <matthew.albano@thekey.com> to help provide some additional conext on
> this situation.
>
> Best,
> Cristal
>
> On Wed, Mar 18, 2026 at 3:05 PM Joey Taylor <joey.taylor@thekey.com>
> wrote:
>
>> Hey Cristal,
>>
>> I wanted to follow up on our discussion from yesterday regarding the
>> intake process.
>>
>> From a Montreal perspective, due to the language requirements and nuances
>> of the market, I would strongly prefer that we keep the current structure
>> in place, without implementing a backup system for this region.
>>
>> That said, if it’s possible for the phone lines to ring simultaneously
>> between myself and Desiree, I think that will ensure responsiveness while
>> maintaining consistency in client experience.
>>
>> Montreal continues to generate a high volume of new starts, and I’ve
>> maintained a strong close rate in this market. Introducing a backup
>> unfamiliar with the local dynamics, language expectations, and client
>> profiles would likely result in a noticeable drop in conversion and overall
>> performance.
>>
>> Thank you,
>>
>> Joey Taylor
>>
>> *Directeur Général/**General Manager*
>>
>> 514-907-5065
>>
>> TheKey.ca <https://thekey.ca/>
>>
>> [image: TheKey]
>>
>
>
> --
> Cristal Munoz
> Inside Sales Manager
> cmunoz@thekey.com
> Mobile: (616) 729-8114
> https://thekey.com
> <https://thekey.com>
>