Cameron Rentch (cameron@internetthings.com)
2024-06-17 18:27:01

80 "sold" leads...

Leads_1718666709 AFFF.xlsx
Cameron Rentch (cameron@internetthings.com)
2024-06-17 18:28:46
Sold_Leads_1718666859 all campaigns.xlsx
Cameron Rentch (cameron@internetthings.com)
2024-06-17 18:32:12
Sold_Leads_AFFF 617.xlsx
Cameron Rentch (cameron@internetthings.com)
2024-10-29 13:25:01

@deleted-U04HFGHL4RW @Nick Ward I want to see a report by EOD for contact rate by day, defined as total leads called and total leads contacted.

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-10-29 14:07:54

Hey @Cameron Rentch, just acknowledging here after we spoke briefly. I will get something presentable this afternoon.

Cameron Rentch (cameron@internetthings.com)
2024-10-29 14:48:01

thank you

deleted-U04HFGHL4RW
2024-10-29 14:51:00

Law Ruler is back up now.

🙌 Cameron Rentch
Nick Ward (nicholas@tortintakeprofessionals.com)
2024-10-29 14:54:22

LR took steps to block all IP addresses which caused the delay in us getting back up. The GCP work that was being done by BI here was constantly changing IPs, so they had to block them all. We now have our TIP IPs whitelisted to avoid this type of issue coming back around again (or at least LR knows who is us and who is not to allow for faster fixes).

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-10-30 17:38:44

Hi @Cameron Rentch and @deleted-U04HFGHL4RW, fyi, I just emailed you a rate review using outbound call duration for the last 60 days.

Cameron Rentch (cameron@internetthings.com)
2024-10-30 19:05:40

@Nick Ward I cant open this file too large, please work to get in into some type of pivot table easy to understand. thank you

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-10-31 12:47:38

@Cameron Rentch this link/sheet is pulled right from the overwhelmed sheet and should work more readily. Unfortunately Connex doesn't offer contact rate by interval or in a reliable way due to setup, so I had to take their raw call data and make this. I'll make it more digestible and include LR and Vici data asap. cc: @deleted-U04HFGHL4RW

Call-outs from the rates: • 10/28 call count is not shown in full as it is delayed in completion within Connex. Updated versions of this effort will account for the <24hr lag • 27% of outbound dials are <30sec (251336) • 999,856 dials via Connex • greatest % drop in rate comes between the 60-90sec and 120-300sec Connex Call Review 8.29-10.28.24

Connex Call Review - 6 weeks
Cameron Rentch (cameron@internetthings.com)
2024-10-31 12:48:46

@Nick Ward ok, I need this daily so we can see the % drop and gain

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-11-01 15:19:17

@here the call review has been updated. Outbound call data is lagging for 10/30, which is a longer lag than expected. On Monday we should see the total OB volume kick up for ~12k for that date.

Nick Ward (nicholas@tortintakeprofessionals.com)
2024-11-04 14:05:08

Call review is updated. As expected, the volume for 10/30 did populate this morning at >15k.

Cameron Rentch (cameron@internetthings.com)
2024-11-04 20:41:19

@Nick Ward let's discuss this tomorrow, so I can understand this report. Thanks

Cameron Rentch (cameron@internetthings.com)
2024-12-10 17:51:13

@deleted-U04HFGHL4RW @Nick Ward sent a 430 invite: Agenda Staff - new hires for supervisors (Internal vs using Cory for higher caliber people) Making sure alignment of staff (ie James Turner, Anthony, etc) Open office (likely moving Vernon and Henri with rules) **I will discuss with Alan and Tim

👍 Nick Ward
Cameron Rentch (cameron@internetthings.com)
2024-12-10 18:27:31

@Nick Ward @deleted-U04HFGHL4RW I’m running behind about 10 minutes.

:thank_you: Nick Ward
Cameron Rentch (cameron@internetthings.com)
2024-12-12 16:45:50

@Nick Ward @deleted-U04HFGHL4RW FYI I will be on the call today at 430. I have a call starting 330 that im certain will go over...

👍 Nick Ward
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-08 12:59:03

@Cameron Rentch Wanted you to be aware that we had a VSS call with Meadow that did not go well late yesterday afternoon. The main pain points were with daily reporting updates that weren't being sent (Brittany and I committed to handling and sent a report in the meeting and her team will do so daily going forward) and the integrations not being completed satisfactorily for intake and secondary interviews.

I met with McFadden and Ahsan about this immediately after the meeting. There is also a sync with Integrations, Ops and Ryan scheduled for 1PM to make sure there is a plan. With Meadow coming out next week (and even if they weren't) this needs to be handled now. Will keep you updated.

cc: @deleted-U04HFGHL4RW

Cameron Rentch (cameron@internetthings.com)
2025-01-08 13:16:14

Thank you @Nick Ward

Cameron Rentch (cameron@internetthings.com)
2025-01-08 13:16:33

Please notify Andy Rodgers as well

✅ Nick Ward
deleted-U04HFGHL4RW
2025-01-08 13:25:29

Andy is on a plane. I tried to call him a little earlier. I will call him again this afternoon.

Cameron Rentch (cameron@internetthings.com)
2025-01-09 08:07:57

@Nick Ward just send him this info in slack so he is aware. Thank you

deleted-U04HFGHL4RW
2025-01-09 08:44:03

I spoke with Andy yesterday. He was going to have a call with them last night.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-10 11:50:16

@deleted-U04HFGHL4RW @Cameron Rentch Meadow API Update: there were 3 meetings with Meadow yesterday. The first to get aligned on actions needed. The second to follow up on test leads being sent that morning. The 3rd to follow up on meeting #2 as Smart Advocate reps were no longer available, but Smart Advocate didn't show again. A fourth is today at 1PM.

McFadden/Dustin are to provide updates daily in the Integrations channel on all active integrations, in the same fashion as we did prior. To summarize, the intake form was made at the start of the campaign without knowledge of what/how Smart Advocate might be a challenge in how it takes in data. Integrations needs to do a better job of communicating with clients/vendors and Ops internally when these things are identified and can be fixed at the source instead of with complicated matching/code. We have updated the forms to allow fix this in known fields for future campaigns (think of breaking names out into Prefix/First/Middle/Last/Suffix to make things very specific instead of First/Middle/Last). This doesn't mean we won't encounter one-offs in the future via intake though. To work on this, I will continue comms with Malissa, Dustin and Anthony to ensure we are as thorough as possible on all fronts.

Also, Smart Advocate has provided on 12/30 a comprehensive list of fields for their data intake. Integrations discovered that there is not consistency in how fields are named across campaigns (both with Meadow alone, and when comparing to BCL). This complicates cloning and creation of new APIs. Dustin and Ashley have discussed this, as well as an action by Smart Advocate over the last 2 weeks that seems to have caused a disruption in basic data fields being transferred. This will be the main topic if Smart Advocate shows up today.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-10 18:29:45

@Cameron Rentch @deleted-U04HFGHL4RW the Meadow API seems to be settled. Expect a post from Malissa with details in the Integrations chat yet tonight.

🙌 Cameron Rentch
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-29 17:57:34

@Cameron Rentch Hey, just learned that we have inbound call traffic to , a previously unpublished line. This number is posted in the 'Consent 2' language on pages that Hines would have updated in preparation for the TCPA changes. Here is an example landing page from the MI Pollution campaign https://dtelawsuit.com/. We have 5 sign-ups from ~12 calls in the last hour or so.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-29 17:58:19

It seems that any page that was updated this past week would likely have this number attached.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-29 17:58:31

By checking this box and clicking the “Agree and Submit” button below, I give my express consent authorizing Tort Intake Professionals, and the Law Firms assigned to my potential case, to contact me by telephone, which may include text messages, delivered via automated technology to the phone number that I have provided above (for which I am the primary user and subscriber), including wireless number(s), if applicable. I understand that my consent is not required as a condition of service and that I may withdraw my consent at any time. To obtain a free case review without providing consent, please call

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-01-29 17:59:44

We like this conversion, but want your feedback on continuance or asking Hines to revert. Soboleski is reaching out to him now to see what sites would have received this update.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-03 16:00:31

@Cameron Rentch David has Conference Room 1 booked for Wednesday, and the front desk just booked Room 2 for you all day as well. I know 2 is your preference, but this way you have extra space if necessary and we can release 1 mid-morning if necessary.

Cameron Rentch (cameron@internetthings.com)
2025-02-03 16:11:09

@Nick Ward I only need the large conf room with the V table

👍 Nick Ward
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-03 16:38:55

@Cameron Rentch Spoke with LR. They have a workaround to allow for breaking fields apart, but the limitation of 200 fields can't be changed without Hello Sign. Branden is getting me their Account Rep from Hello Sign's info for a call.

If there is a need for another partner to replace or supplement along with Hello Sign, we are looking at discovery and a lengthy process with their corporate folks (similar to the standalone server exploration) and ultimately a pricetag. I'll see what SOW they can work up on this if I can't get what we need with Hello Sign quickly. cc: @deleted-U04HFGHL4RW

Cameron Rentch (cameron@internetthings.com)
2025-02-03 16:45:54

I am still super confused on why this 200 limitation is relevant. If we can use another system to create the document and send directly through Hello sign, we can upload the document after @Nick Ward @deleted-U04HFGHL4RW

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-03 16:50:57

Hello Sign won't accept the doc based on what LR is telling me.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-03 16:52:40

I'll call Hello Sign and talk to Sales to learn some more about the product and loopholes we can get into. @Cameron Rentch

Cameron Rentch (cameron@internetthings.com)
2025-02-03 17:38:03

@Nick Ward that seems off based on what Dickey firm was saying. They are using Hello sign but not with law ruler. I feel like we are missing something here that’s not that complicated.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-04 13:50:23

@Cameron Rentch sent this in email just now, but posting here for vis...

Here is where we stand on this at the moment... • HelloSign can ramp to 400 fields and LR is working to implement this in their system by Friday (no cost; waived by Dean); there is no documentation from HelloSign anywhere that shows this 400 (and their sales team wouldn't offer this as fact either) ◦ this is helpful, but does not solve our problem • LR has developing a homegrown esign platform or partnering with another resource (not Docusign because it is too expensive) in it's pipeline and is open to our suggestion on platforms (aside from Docusign); not timeline set on their end • LR thinks that their document templates can be used to fit our needs, but others have tried this and proven that it doesn't work to fit our needs • Spoke with Dustin and Brittany about code options to take the actions in a new path... ◦ send each page separately to the PNC, then merge all the docs back together in LR after the fact ◦ I need to find out if this is legal ◦ I need to determine if this lift is too great for our operation to support and/or generate in a timely manner

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-04 14:16:27

To do things the way DA does, we would have to give every agent access in whatever esign platform we want to use, also update every I take form to have a field for every letter and digit entered, train, then backfill. Works in small environments, but isn’t scalable to our size and intake flow.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-04 14:19:06

I imagine third party contractors would be pricey and backfilling would be a chore, but we should consider it for new campaigns with gov doc potential. At least until we are out of LR

Cameron Rentch (cameron@internetthings.com)
2025-02-04 14:44:56

Ok @Nick Ward good detail here

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-04 17:39:01

Someday I will have a streak of only pinging you @Cameron Rentch with positive news. Meadow is upset again over the API on secondary interviews and gaps in leads that they didn't receive on Friday. Sounds like there may have been smaller gaps from the 16th as well. Dustin has the details as to why, how and what was fixed and will be sending to all parties. Tomorrow morning we'll offer a plan to Becker for reconciliation daily until we have integrity with the API. I'm sure he'll bring it up if you speak to him later, so wanted to give you a head's up.

Cameron Rentch (cameron@internetthings.com)
2025-02-04 18:08:17

Thanks @Nick Ward let’s get it all moving! I’ll follow up with Jon Becker

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-06 17:54:43

@Cameron Rentch Hey, just learned Doug left ACTS. Do you know who is the person to make things happen over there now? Mina isn't getting it done for us and is pretty out of sorts lately and we have 17 projects in the queue for them (half at the goal line).

Cameron Rentch (cameron@internetthings.com)
2025-02-07 00:31:03

@Nick Ward let’s chat in am. @deleted-U04HFGHL4RW

👍 Nick Ward
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-07 13:48:28

@Cameron Rentch FYI, the tech resource we need at ACTS to close out a number of integrations is on PTO, but Mina and he (Ashwin) will both be in office Monday. I set up Dustin's team for Monday to run through all active projects and the queue that hasn't been started yet. I will continue to coach Dustin and McFadden on what needs to happen to move the timelines up. Malissa is stepping in to give them a fresh voice and I'll support her on that as well.

🙌 Cameron Rentch
Cameron Rentch (cameron@internetthings.com)
2025-02-24 16:18:22

@deleted-U04HFGHL4RW @Nick Ward Can you guys come meet with me and Marc on staffing ?

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-02-25 11:29:22

@Cameron Rentch @deleted-U04HFGHL4RW I am back in the office this morning. I would like to meet with both of you. I want to understand what the conversation was yesterday about Five9 and other initiatives. I am hearing that things are being misrepresented again and I'd like to clear things up.

Cameron Rentch (cameron@internetthings.com)
2025-02-25 11:53:10

Good @Nick Ward we’re just trying to get things moving. Seems to be taking a super long time to get integration done. Meeting with Joe, Ryan and Marc at 3. That could be a good time and @deleted-U04HFGHL4RW can join.

Cameron Rentch (cameron@internetthings.com)
2025-03-04 10:57:44

@Nick Ward @deleted-U04HFGHL4RW please all be on the 9am, I will be on as soon as I am off call with DL/Flatirons

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-03-04 16:25:22

@Cameron Rentch We've been testing different reports today. This is what I'd have triggered to send at the top of every hour. The .pdf version has the chart and a total at the bottom. The .csv version is able to be manipulated. Which do you prefer?

> 17K calls today by 2PM is pretty strong.

Campaign Call Count 250304_142157.pdf
Campaign Call Count 250304_142446.csv
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-03-04 18:33:57

Also, I do not have Marc's email to add to the distro list. Will add Cam now and make the update once I get it.

deleted-U04HFGHL4RW
2025-03-04 18:35:56

marc@sunrisessm.com

👍 Nick Ward
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-03-04 18:36:29

added for the 5PM push

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-03-12 18:31:59

@Cameron Rentch this is the new toll free number that we want to go on the TCPA fine print on landing pages 8882215435. You can call it and hear the intro IVR messaging now if you like. I need to set it up to roll over into all inbound teams and have voicemail/callback options applied before the change is made and it is added to the landing pages. I will update you guys tomorrow when it is done.

🙏 Cameron Rentch
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-03-17 12:11:41

Just got the invite from Jon Wright. @deleted-U04HFGHL4RW they didn’t add you, but if you can make it at noon, it would help. Will forward. Cc: @Cameron Rentch

Cameron Rentch (cameron@internetthings.com)
2025-03-17 12:24:58

yes please @deleted-U04HFGHL4RW

deleted-U04HFGHL4RW
2025-03-17 12:25:24

I will be there

Cameron Rentch (cameron@internetthings.com)
2025-04-28 16:32:35

@Nick Ward @deleted-U04HFGHL4RW any Storm damage calls yet?

deleted-U04HFGHL4RW
2025-04-28 16:33:08

Just the one call that Sobo made to do the testing.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-30 18:48:35

this is the type of thing that Abe has been asking for more lately. he wants every learning to be backfilled into prior leads. might be several scripts required to be able to do this.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-30 18:49:03

he wants us to automatically begin to take on post-acquisition/ASA work without him having to ask.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-30 18:49:52

plus the reaction to case proceedings will also cause changes intake forms.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-30 18:50:33

and we should reiterate that every change to the form now has to be applied to all existing forms for all campaigns

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-30 18:50:38

@Cameron Rentch

Cameron Rentch (cameron@internetthings.com)
2025-04-30 18:51:51

im listening

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-04-30 18:54:00

sorry, I know that, but I think we open ourselves up to a lot of this same shortcoming that McFadden is having to share. doesn't make it wrong, but it is the reality. I was hoping to not get into the LR roadblocks, but here we are

Cameron Rentch (cameron@internetthings.com)
2025-05-06 10:45:35

@deleted-U04HFGHL4RW @Nick Ward seeing his call in CTM for storm. Not sure if real or spam, suggest calling back.

Screenshot 2025-05-06 at 8.44.35 AM.png
deleted-U04HFGHL4RW
2025-05-06 10:50:24

I will have some one call them.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-06 11:43:37

FYI, I only see one other call record from this number in the past on 4/11 and they hung up in 1 sec on that one as well. No outbound records. Looks to be a spam number based on what I find online. I'll check back on the agent calling out.

Cameron Rentch (cameron@internetthings.com)
2025-05-06 13:22:17

thanks @Nick Ward

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-06 14:18:50

The number is disconnected by Verizon. Looks like it was a spam call being spoofed with that number.

Cameron Rentch (cameron@internetthings.com)
2025-05-06 14:29:00

ty @Nick Ward

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:01:29

@Nick Ward @deleted-U04HFGHL4RW I am sorry to post so late. Just saw two CA wildfire mailer calls in CTM system, did you guys get these calls and do we have the tracking number sety up and tested for these?

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:01:45
Screenshot 2025-05-09 at 4.00.37 PM.png
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-09 18:02:34

I’ll take a look

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:03:58

can you also post the ring to number for Five 9 to ensure I have it set up?

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:05:06

@Nick Ward this is the ring to number I see

Screenshot 2025-05-09 at 4.04.53 PM.png
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-09 18:16:12

@Cameron Rentch Both calls reached our team via Five9 and were connected promptly. • Brown reached agent Carlos Marsh and there was dead air until the call dropped at >1min; I will have someone call them back • McKellar reached agent Colby Norwood and requested that they be taken off the mailing list; agent was unaware of the mailer and marked the lead as DNQ

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-09 18:20:34

@Cameron Rentch Both calls reached our team via Five9 and were connected promptly. • Brown reached agent Carlos Marsh and there was dead air until the call dropped at >1min; I will have someone call them back • McKellar reached agent Colby Norwood and requested that they be taken off the mailing list; agent was unaware of the mailer and marked the lead as DNQ

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:20:34

ugh, not good that we didnt handle these well. I will post the final mailer, and landing page.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-09 18:21:34

@deleted-U04HFGHL4RW I will have to pull more of Carlos' calls to understand his phone voice. It may be the customer on the line for a minute and he just wasn't there to take the call after it connected.

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:29:11

@Nick Ward @deleted-U04HFGHL4RW above is final mailer ande landing page/website

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:33:42

@Nick Ward when you are able, can you please set up or have the similar IVR set up as we did with Storm?

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-09 18:36:23

No answer on the callback.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-09 18:36:45

Yes, @Cameron Rentch , will do

Cameron Rentch (cameron@internetthings.com)
2025-05-09 18:56:45

ty

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-12 14:18:15

@Cameron Rentch the call routing and dedicated number were already set up for this campaign, but earlier this morning the custom IVR was completed and added to it (similar to Storm Damage). I will check back with the call center to make sure agents are trained appropriately.

Cameron Rentch (cameron@internetthings.com)
2025-05-12 14:25:33

Ty @Nick Ward

Cameron Rentch (cameron@internetthings.com)
2025-05-19 11:06:08

@Nick Ward @deleted-U04HFGHL4RW a number of LA Wildfire calls this weekend, I would like an update, here are the calls rec'd.

Cameron Rentch (cameron@internetthings.com)
2025-05-19 11:09:19

looks like most were last week

Cameron Rentch (cameron@internetthings.com)
2025-05-19 11:09:36

3 lenghty calls, please run disposition reports on all

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-19 11:49:41

Ok @Cameron Rentch I'll take a look and get back to you.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-19 16:02:03

LA Wildfires - Inbound Call Review - my notes in green, agent callback notes in yellow

@Cameron Rentch Tony had his agents call these back to follow-up today and we've stressed with inbound and intake managers to ensure that folks are available and prepared for calls in real-time. 1 sent esign pending the PNC getting off work to revisit.

LA Wildfires - Inbound Call Review
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-19 16:02:11

LA Wildfires - Inbound Call Review - my notes in green, agent callback notes in yellow

@Cameron Rentch Tony had his agents call these back to follow-up today and we've stressed with inbound and intake managers to ensure that folks are available and prepared for calls in real-time. 1 sent esign pending the PNC getting off work to revisit.

Cameron Rentch (cameron@internetthings.com)
2025-05-19 16:52:57

ok @Nick Ward I can see there is an active call now for over 15 min on wildfire lead

👍 Nick Ward
Cameron Rentch (cameron@internetthings.com)
2025-05-22 11:10:42

@Nick Ward @deleted-U04HFGHL4RW seeing two more LA Wildfire calls yesterday, how can we get regular daily ongoing reporting to understand quality?

Screenshot 2025-05-22 at 9.09.36 AM.png
Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-22 11:59:39

Hey @Cameron Rentch, we have had the following done previously: • abandoned call traffic posted on the wallboards to call attention to misses • Supervisors have been coached on how to view traffic on their Five9 dashboards (we even increased our concurrent Supervisor license last week by 5 to allow for Coaches to monitor). They should be monitoring for agents being available for inbound calls, agent states, and call coaching opportunities (which includes agents not responding to inbound calls when they come to their line or being away from their stations when calls come in) • delivered the message that we can't miss inbounds and must follow-up on all misses What I can add now: • follow-up call to the first of the two calls you shared (the second is the opt out call from our email thread) • hourly pushed report of all inbound volume on this campaign for targeted visibility (already did this for BCL, etc.) • go speak with call center Supervisors to make sure they understand the importance of keeping people in their seats and available to take calls (as of this moment we have 64 active agents logged in and 21 are NOT READY for calls) • request that the closing Supervisor provide a daily update on campaign activity as part of their nightly routine @deleted-U04HFGHL4RW I could use your voice behind this as well if you would like to step in to talk to your Sups. In the meantime, I will check with Delk and Kathy to make sure they understand and let them cascade it down.

deleted-U04HFGHL4RW
2025-05-22 12:01:45

I am happy to help with this. I looked at the abandoned call traffic on the TV about 5 times yesterday and it had 0 posted as missed calls for wild fires.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-22 12:04:18

I have listened to the calls @Tony, they are not all abandoned, they are reaching agents and agents are often not speaking on the recordings.

Nick Ward (nicholas@tortintakeprofessionals.com)
2025-05-22 12:05:53

I have set up the hourly push reporting for call center management (excluding coaches). Top of the hour between 6A-8P. I will email them about it, then go make the rounds.