--000000000000b7cb70060a1d7ba9 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Caller called in to Calgary, selected Calgary Client inquiry option (ring group 800012 - Dennis, Shawntel, Joey, Chuck,) and was not answered within three rings and forwarded to Frax. I'm thinking that maybe with the initial confusion as to On Hours / Off Hours routing and some of the changes we made on the fly, some things may have fallen through the cracks. Please remind me ... should we be using Frax for anything at all at this point? I know we made the recent change for after hours Client Inquiry calls to go to Karianne, but now I'm thinking there is still some Open hours routing to Frax. I'm going to review all the groups now. Please let me know what we *should* be doing with Open Hours Client Inquiry calls and I'll make absolutely sure all Canada offices are set up appropriately. Thanks! On Tue, Nov 14, 2023 at 8:01=E2=80=AFAM Timothy Thomas wrot= e: > Hi Mark, > > Could you trace the call below and let me know how it ended up at Frax? > > Thank you! > Tim > > ---------- Forwarded message --------- > From: > Date: Mon, Nov 13, 2023 at 3:16=E2=80=AFPM > Subject: Frax | HCA CN CLG | Message/Transfer | Sue Cunnings > To: > > > Hello, > > Frax received a call for your business. I had the pleasure of speaking > with the following Guest. If you have any questions, please contact > Leader@FraxOutsourcing.com. > > *Frax Code: * HCA CN CLG > *Date of Call: * 11/13/2023 > *Time of Call: * 4:11 PM CST > *Guest Name: * Sue Cunnings > *Guest Phone #: * (403) 703-9398 > *Callback Phone #: * (403) 703-9398 > > *Call Notes: * Sue Cunnings called in to speak to Dennis regarding the > start of care for her Mom. I reached out to the office and transferred he= r > to Dennis for further assistance. > *Transfer Outcome: * I spoke with the contact > > Thank you, > Irene > > > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.ca > [image: TheKey] > --000000000000b7cb70060a1d7ba9 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Caller called in to Calgary, selected Calgary Client = inquiry option (ring group 800012 - Dennis, Shawntel, Joey, Chuck,) and was= not answered within three rings and forwarded to Frax. I'm thinking that maybe with the initial confusion as to On Hours= / Off Hours routing and some of the changes we made on the fly, some thing= s may have fallen through the cracks.=C2=A0 Please remind me ... should we = be using Frax for anything at all at this point?=C2=A0 I know we made the r= ecent change for after hours Client Inquiry calls to go to Karianne, but no= w I'm thinking there is still some Open hours routing to Frax.=C2=A0 I&= #39;m going to review all the groups now.=C2=A0 Please let me know what we = *should* be doing with Open Hours Client Inquiry calls and I'll make ab= solutely sure all Canada offices are