Hey Everyone,
Here is the response from my team:
1. Winnipeg
- *Their voicemail seems to be full* - please have the team check the
office and their personal voicemails. Direct message sent to the team
member.
2. Vancouver
- 253-564-6502 is looking for 24/7 live-in care for a cousin. This
seems like an important lead to work but I can't find it in
Salesforce. Again,
on-call. Listened to the call and it is certainly not "important" as the
individual clearly not willing or able to pay our rates and
would not share
any contact information for a follow-up.
- 604-589-4843 left a voicemail for care. Did they get called back? This
lead was entered in SF on June 20th (Irma Schuurman).
3. Montreal:
- caller 780-919-4103 left a voicemail and was looking for care. Did
someone call him back? - there was a Mathew who called for his
parents from 780-263-0286. not sure if it's the same Matthew
- caller 514-244-7667 - Is the weekend answering service not allowed
to transfer callers to the team? We can a call for someone who needed
overnight care immediately and we lost the business because no one could
talk to him that day. If so, I think we should consider running
just a M-F
schedule. - I don't have a message/post with this client's
information to call them back. It sounded like the client was shopping
around for price and she was given that, and also noted to the on-call
person that she did not want a callback and wanted to think about it
- Caller 514-695-4961 is looking for 20 hours a week but got the
on-call. Did they get sent to the team? - I don't have a message/post
with this client's information to call them back.
- Someone put a green thumb next to caregiver calls so that should
get removed. - not sure what phone number this is for
4. Ontario (Toronto and Oakville):
My voicemail isn't full, it might be Meera's because I know she gets a lot
of calls in a day and imagine some go to voicemail.
Regarding the green thumbs up, it's hard when they didn't provide any
numbers for reference. That's a lot of calls to go back through and try to
figure out which they're talking about, I can try to figure it out but it's
going to take some time.
As mentioned last week. A lot of issues stem from on-call and not having
Frax support. We are working on a solution for on-calls in Canada where
hopefully the weekends are covered by a Care Solutions member.
Hope you had a great 4th of July!!
On Thu, Jun 29, 2023 at 5:31 PM Alexa Graziani <agraziani@thekey.com> wrote:
> Hi Joey and Tim,
>
> I've reviewed all the calls for Canada from last week and called out the
> care inquiries in red. Please review. I like the extra column you added!
>
> A few in particular that I wanted to call out:
>
>
> 1. Montreal
> - caller 780-919-4103 left a voicemail and was looking for care.
> Did someone call him back?
> - caller 514-244-7667 - Is the weekend answering service not
> allowed to transfer callers to the team? We can a call for someone who
> needed overnight care immediately and we lost the business because no one
> could talk to him that day. If so, I think we should consider running just
> a M-F schedule.
> - Caller 514-695-4961 is looking for 20 hours a week but got the on
> call. Did they get sent to the team?
> - someone put a green thumb next to caregiver calls so that should
> get removed.
> 2. Winnipeg
> - *Their voicemail seems to be full* - please have the team check
> the office and their personal voicemails
> 3. Oakville
> - *Their voicemail seems to be full* - please have the team check
> the office and their personal voicemails
> 4. Vancouver
> - 253-564-6502 is looking for 24/7 live in care for a cousin. This
> seems like an important lead to work but I can't find it in Salesforce.
> - 604-589-4843 left a voicemail for care. Did they get called back?
> 5. Toronto
> - There are a couple where I see a green thumbs up but no lead in
> Salesforce
>
>
> Sincrely,
>
> --
> Alexa Graziani
> Senior Marketing Manager - Consumer Growth
> * Please note my email has changed: *
> agraziani@thekey.com <https://brand.thekey.com/esg/agraziani@thekey.com>
> (650) 416-1538 Ext. 181538
> TheKey.com <https://www.thekey.com/>
> [image: TheKey] <https://homecareassistance.com/>
>
--
Joey Taylor
*Regional Care Solutions Manager*
514-907-5065
TheKey.ca <https://thekey.ca/>
[image: TheKey]