How does our Production Management team work?

Our latest webinar was dedicated to explaining how our production management (PM) team works. This time, our Head of Production Management, Claudia Ospino, joined us and explained how the team communicates with you and how their processes work.

Want to know more? Take a look at the video we have of the presentation or keep reading this post.

Introduction

Claudia Ospino has a major in communications and decided to join Torre because helping people is part of her personality and it brings her a lot of satisfaction. She has been working for Torre for 3 years already and was the first person to join the operations team. She started as a junior production manager and then worked as a sales consultant. After that, she became a senior production manager to handle all our biggest clients and, right before she became head of production management, she worked adapting the Agile methodology used in engineering as a scrum practitioner.

The Production Management Team

Currently, the PM team includes 4 team members.

What does our production management team do?

Our PM team’s mission is to successfully fulfill all projects by addressing issues and questions both talents and clients may have in regards to a project.

Sometimes, when the projects are not fulfilled and either you or our clients have contacted us about it, our system raises alerts which we call ‘flags’. Currently, we have 17 flags that are raised at different moments during a project. Here you’ll see the most relevant ones that concern you as voice actors:

Revisions: We have 2 flags related to revisions. One will be triggered after 12 hours have passed and the revision is not submitted, and the next one will be after 48 hours. As we have an allotted time of 24 hours for revisions, at the moment the second flag is raised we will have already considered offering another voice to the client.
You haven’t accepted a project yet: This is raised when around 60% of your average acceptance time has passed and you haven’t taken care of the project. The ‘acceptance time’ is calculated by making an average of the time it has taken you to accept and submit previous projects of similar word counts. Keep in mind that once 100% of your average acceptance time has passed and you haven’t accepted the project, the system will create a Backup contest.

The project was not completed on time: This flag will be raised once the deadline of a project has passed and no recording has been submitted. By the time this is raised, the backup has already been sent and we have most likely already contacted the client to offer another booking as well.

Winner of a contest has not submitted the final recording: When you win a contest, you have 24 hours to submit the full recording of the contest you won. Our system will let us know once 48 hours have passed so we can follow up with you and contact the client to offer an alternative solution.

Speedy/Contest not fulfilled yet: Whenever we have contests where we haven’t had enough submissions, or speedies where no voice has matched the requirements of the project, we start sending invitations manually to the voice actors that match the project. If you get an invitation to the same project twice with different rewards, this is maybe why.

How do we communicate with you?

There are several ways in which we will communicate with you. We’ll list here the communication methods we use and when:

Email: Our emails will all come from the email address support@bunnyinc.com. We will mostly communicate with you via email, so make sure to keep an eye on your inbox at all times.

Phone: We only call whenever we need to get ahold of you immediately. We will call to the phone you have registered in the system keeping in mind your timezone.

Keep in mind that, currently, our business hours go from 8 am - 7 pm CST. However, we are currently hiring a person in a different timezone to make sure we can tend to your inquiries and questions much faster.

When and how should you communicate with us?

You should communicate with us:

When something is not allowing you to complete the project.
When something in the remarks or script is wrong.
When you require more information to complete a project (an attachment is missing, pronunciation guide, etc.).
When a project seems off (i.e. script that doesn’t make any sense)

When these situations are presented, keep in mind you can always flag the project from the project page. This will create an alert to us and we will take care of it ASAP. This is what the flagging option looks like:

If you don’t see the flagging option, you can always contact us via email to support@bunnyinc.com.

Keep in mind that we don’t have chat support for voice actors at this time. We need to review several things related to both a project and your account which can take some time so this is not really effective when done via chat.

Tips

To ensure that you always get our emails, make sure you add our email address to your whitelist. Each email provider has different ways of adding domains so make sure you review this with yours.
Check your spam folder every day as sometimes your provider may block our domain automatically.
Always let us know if something seems odd. If nothing’s wrong, we’ll let you know but make sure you contact us before submitting a recording if you’re not sure if it will turn out to be a great recording.
Keep your information updated in the system. We count on you to always provide us with an email address and phone number that you currently use to avoid any miscommunications.

Last but not least, remember that we are here for you on our Community page. You can always submit your suggestions, feedback, and even get advice on your recordings and which audio gear to buy.