--0000000000006243dc06235b67ea Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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=E2=80=AFPM Timothy Thomas wrot= e: > FYI > > See attached. If you=E2=80=99re below the desired level of 80% let me kno= w how we > can get there / or if it=E2=80=99s a resource issue. Remember, we=E2=80= =99re in the > customer service business and voicemail is not the experience we want our > clients to have. > > Thanks. > > ---------- Forwarded message --------- > From: Audra Williams > Date: Mon, Sep 30, 2024 at 2:59=E2=80=AFPM > Subject: 8x8 Dashboard | Tableau > To: Kimberly Guerci , Timothy Thomas , > Beth Ann Rosario > > > Good morning All! > > I hope everyone had a great weekend! We have worked really hard to refine > our 8x8 Dashboard > > so that we have visibility into calls that are hitting the office during > business hours and whether or not we are successfully answering those cal= ls > 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 he= re > 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 t= he > GM's to view? > > Best, > > > -- > Audra Williams > Director, Divisional Operations > (425) 757-7027 > TheKey.com > > > [image: TheKey] > --0000000000006243dc06235b67ea Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Tim, Looks like STL is=C2=A0sitting = right at 78.7%. I have noticed two areas of oppor