Hollins Tarrant / B-Brain – Training
Callcompleted
Hollins Tarrant: documents · 2024-02-20 16:00
Callie Brennan trained Josh Penrose on chat, quiet-client lists, search and ticket visibility. He found it useful and said he would use it on a busy afternoon, provided it does not slow him down.
What was said
What this says
Current to 10 Oct 26Callie Brennan trained Josh Penrose on chat, quiet-client lists, search and ticket visibility. He found it useful and said he would use it on a busy afternoon, provided it does not slow him down.
What happened: Callie took Josh through asking questions, finding quiet clients, search and checking sources. He then asked three questions of his own.
Customer view: Josh called the session brilliant and said he would use it on a busy afternoon, so long as it does not slow him down. He was pleased to see an open helpdesk ticket attached to a client.
Commercial: He asked to save a recurring query. Callie said a saved dashboard sits in a higher tier, and he accepted keeping it simple. He also asked about calls in search, which are not connected in his set-up.
Watch: One answer listed a closed placement, caused by a stale CRM record. Josh was the only attendee, so adoption beyond him is not yet shown.
Themes
Current to 9 Oct 26Theme
Initial user training
Importance
praise
Sentiment
positive
Voice
user
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to check in with Jenna on how people are finding the brain.
- Josh to correct the closed placement in the CRM.
Risks
Current to 9 Oct 26- Only one consultant has been trained so far, so early value rests on one person.
- A stale CRM record produced a wrong answer, which could dent trust if it recurs.
Opportunities
Current to 9 Oct 26- A saved dashboard would need a higher tier, which Josh may want once the weekly quiet-client query becomes routine.
- Calls could be added through connectors if the team wants them in search.
Transcript
Josh Penrose NoneAfternoon! Sorry, one second, I've got a candidate on the other line. Quick one, do you mind if I eat a biscuit on this? It's been that sort of day.
Callie Brennan NonePlease do. Afternoon, Josh. I'm Callie, I'll be taking you through the brain. Plan for the next hour or so: how to ask it questions, how to look up a client, how to find the quiet ones, and then your own questions. Is that all right?- Josh Penrose NoneSounds great. What I'm chasing today is a placement with an engineering firm, it's got to close before month end. So anything that helps me see who's gone quiet, I'm in.
- Callie Brennan NoneThat's exactly the place to start, then. Let me share my screen. Can you see the chat window?
- Josh Penrose NoneYep, I see it. Looks simple enough. Good, I never read the manual.
- Callie Brennan NoneThere isn't much of one, and you won't need it. You just type what you'd say to a colleague. Try it. Ask it something about one of your own clients.
- Josh Penrose NoneOkay. Let me think of one. Right, I'll do the engineering firm I'm chasing. What's the latest on that client?
- Josh Penrose NoneOh, that's quick. It's got the last placement, the contact I spoke to and, hang on, a ticket? Why's there a ticket?
- Callie Brennan NoneThat would be from the helpdesk. Jenna raised one for that client a while back, and the brain has attached it to the account, so you can see everything in one place. It's one of the reasons we connected it.
- Josh Penrose NoneAh, right. Jenna does all the tickets. I never raise them, I just shout at her. Cheers, that's actually useful, I didn't know that was open.
- Callie Brennan NoneThat's the point. Now let me show you the one you said you wanted. Type, which of my clients have gone quiet?
- Josh Penrose NoneWhich of my clients have gone quiet. Go on then.
- Josh Penrose NoneRight, that's a list, and it's ordered. Wow. Some of those I should have rung weeks ago.
- Callie Brennan NoneIt's sorted by how long since your last contact and last placement. If you click any of them you get the history. You can also narrow it, so ask, quiet clients in engineering in the South West.
- Josh Penrose NoneOoh. Hang on, let me try that. In engineering, South West, gone quiet.
- Josh Penrose NoneBetter. That's a much shorter list. Any chance I can save that? Rather than typing it every Monday.
- Callie Brennan NoneOn your tier you can ask it as often as you like, and the chat remembers recent questions, so you can pull it up from there. A saved dashboard is a different thing and that sits in a higher tier, so I'd keep it simple for now.
- Josh Penrose NoneFine by me. Simple's good.
- Callie Brennan NoneNext, search. If you can't remember the client's name, just type a piece of it, or a person. Try a contact you spoke to last week.
- Josh Penrose NoneOkay. Typing a name. Oh, it's pulled up the person and the company and the calls. Is that the call recorder as well?
- Callie Brennan NoneNot in your set-up at the moment. What you're seeing is the CRM activity and the tickets. If you wanted calls in there we'd talk about connectors, but I'd honestly see how you get on first.
- Josh Penrose NoneFair. One thing though. Quick one. If I get an answer that looks wrong, what do I do? Any joy getting it fixed?
- Callie Brennan NoneGood question. First, ask it to show where the answer came from. Click the source and it'll take you to the record. If the record's wrong, that's a CRM thing and it'll fix itself on the next refresh. If the record's right and the answer's wrong, tell Jenna and she'll raise it with us.
- Josh Penrose NoneJenna again. Of course. Right, I'll tell her.
- Callie Brennan NoneAnd a tip. The data's refreshed overnight, so if you updated something this afternoon it won't be there until tomorrow morning. People sometimes think it's broken when it's just waiting.
- Josh Penrose NoneAh, good to know. That would've caught me out for sure.
- Callie Brennan NoneLast bit, then your turn. I'd like you to ask three questions you'd really ask this week, and I'll just watch. If it's useful, say so. If it's slow or odd, say that too.
- Josh Penrose NoneBrilliant. Right. Let me do my engineering client. Who else at that firm have we dealt with?
- Josh Penrose NoneOkay, that was useful, I've got a name I didn't have. Two more. Which of my open placements have no activity this week?
- Josh Penrose NoneHmm, that one's odd. It's listed one that's closed. Did I close it? I might have forgotten to update it in the CRM.
- Callie Brennan NoneThat's a good catch, and it's the CRM telling you something, not the brain being wrong. It shows what the record says. I'd update it and it'll be right tomorrow.
- Josh Penrose NoneCheers, appreciate it. I'll fix that now, after the call. This is good. I'd use this on a busy afternoon, so long as it doesn't slow me down.
- Callie Brennan NoneThat's all I wanted to hear. Marcus Bell from our side will check in with Jenna about how everyone's finding it. If anything bothers you, tell her and she'll tell us.
- Josh Penrose NoneWill do. Thanks, Callie. Brilliant session. Right, off to chase my placement.
- Callie Brennan NoneGood luck with it. Thanks, Josh.
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