| karrisa.a.bell@senture.com |
SEAN LONG |
KY |
Performance |
Monday, May 5, 2025 |
(Phone Call: 12:16 PM/Dur: 5.39) Eval: 1:15 PM Score card completed on 5/5. CSA should minimize hold time and ensure proper hold procedure is followed by checking back every 60 seconds. CSA should edit the PN and advise rather or not the caller was applying for a MC number also. CSA should ensure that accurate information is provided to the customer. CSA provided inaccurate information regarding applying for a MC number during this call. Customers that are applying for both the USDOT number and MC number applies for them simultaneously via the URS application. CSA advised caller that he would need to apply and get the USDOT number and then apply for the MC number. CSA should ensure the top portion of the incident is filled out accurately. Customer type was wrong on this call. Customer type should be MC-Property as caller stated that he would be applying for a MC number. |
Angela Carpenter |
Urgent |
|
|
1 |
Select |
| jordan.l.smith@senture.com |
SEAN LONG |
KY |
Performance |
Monday, May 5, 2025 |
Phone Call: 11:53 AM/Dur: 4.58) Eval: 12:45 PM Score card completed on 5/5. CSA should avoid periods of dead air. CSA should document the contact information provided by the customer in the contact record, such as phone number. The phone number that the caller gave was 5042598911; please update. |
Angela Carpenter |
Urgent |
|
|
1 |
Select |
| sharon.r.couch@senture.com |
Dixie Ross |
KY |
Performance |
Friday, May 2, 2025 |
Eval: 09:52
Time: 12:03:29
Duration: 06:32
AF-CSA should ensure that PII information, such as providing the first name as it is documented in MCMIS, is not provided to the customer. Ex: Carrier said his first name is Frank (contact record was documented as Frank) but CSA asked is that under Franklin, which is how the first name is spelled in MCMIS.
CSA should minimize wait time and ensure proper hold procedure is followed by checking back every 60 seconds.
CSA should ask for and receive permission to place the customer on hold instead of saying give a couple of moments to get this together for you, ok?
CSA should not have to place the customer on hold to create an email to send OOB instructions.
Audio is choppy. |
LINDA RUSH |
Urgent |
|
|
4 |
Select |
| krista.l.foust@senture.com |
Dixie Ross |
KY |
Performance |
Friday, May 2, 2025 |
Eval: 08:45
Time: 2:43:08
Duration: 05:10
CSA should ask the customer for their name instead of assuming the legal name of the company is the person they are speaking with. Ex: CSA confirmed the legal name of the company and then asked "is that your first and last name" instead of asking "may I have your first and last name".
CSA should use effective listening skills to ensure all information is provided to the customer/carrier. Ex: Carrier said the legal name is misspelled. CSA should have provided information/instructions to complete a name change.
CSA should contact the carrier. |
LINDA RUSH |
Urgent |
|
|
4 |
Select |
| shaylee.b.lang@senture.com |
Dixie Ross |
KY |
Performance |
Friday, May 2, 2025 |
Eval: 07:52
Time: 3:58:31
Duration: 05:10
CSA's private note should match the call. Ex: No information about third party solicitations or USDOT update timeframe.
CSA should have provided complete information. Ex: CSA should have advised the carrier she could have printed a copy/generated an MCS-150 to have to show she completed the USDOT update.
CSA should ensure that customer is provided all relevant self-help options, such as Safer/Company Snapshot.
CSA inaccurately said the carrier is good to around March 2027 to update the USDOT.
CSA should have advised the carrier she would need to contact her State DOT to confirm when/how often she should update the USDOT as an intrastate company. Ex: Standard text, hotkey P20.
CSA should provide the reference number via the closing script. (Please note CSA is marked down repeatedly for this same issue.) |
LINDA RUSH |
Urgent |
|
|
4 |
Select |
| roberto.j.zamarripa@senture.com |
Dixie Ross |
KY |
Performance |
Friday, May 2, 2025 |
Eval: 06:17
Time: 3:50:09
Duration: 04:17
CSA should always confirm the spelling and information in a previous contact record rather than assuming it is accurate. Ex: CSA should spell both the first and last name instead of just the last name.
Customer type should be motor carrier property. |
LINDA RUSH |
Urgent |
|
|
4 |
Select |
| jonee.m.moniz@senture.com |
ROSIE CATHERS |
KY |
Performance |
Thursday, May 1, 2025 |
*CSA should have removed the letters "MC" from the front of the MC number in the details tab, please update.
*CSA should inform the customer of any issues or potential issues found in MCMIS and/or L&I. CSA should inform the customer that the company's name does not match on the USDOT number and MC number. Reason for CF. CSA should contact the customer back. |
JASMINA SINGH |
Urgent |
|
|
5 |
Select |
| chasity.l.whitmore@senture.com |
SANDRA PUENTES |
KY |
Performance |
Thursday, May 1, 2025 |
Eval: 12:50pm CSA needs to make a census correction to update the vehicle information that shows in MCMIS to match what is on the MCS-150 form. |
RYANN SMITH |
Urgent |
|
|
5 |
Select |
| alyssa.rodriguez@senture.com |
ROSIE CATHERS |
KY |
Performance |
Thursday, May 1, 2025 |
Eval: 8:40am CSA should provide complete information to the caller. CSA did not provide the legal name on the MCS-150 form does not match what is in our system to this customer. CSA should ensure the top portion of the incident is filled out accurately. Customer Type should be Motor Carrier-Intrastate. CSA should update the organization record to reflect the company's DBA name; please update. |
MELANIE GOODIN |
Urgent |
|
|
5 |
Select |
| emily.p.smith@senture.com |
SEAN LONG |
KY |
Performance |
Thursday, May 1, 2025 |
Eval: 5:48am CSA should ensure the top portion of the incident is filled out accurately. Customer Type should be Consortium/Third Party Administrator. |
MELANIE GOODIN |
Standard |
|
|
5 |
Select |
| amber.m.byrge@senture.com |
SEAN LONG |
KY |
Performance |
Thursday, May 1, 2025 |
Eval: 5:07am CSA needs to make a census correction to update the mailing address city that shows in MCMIS to match what is on the MCS-150 form. |
MELANIE GOODIN |
Urgent |
|
|
5 |
Select |
| lessly.bernal@senture.com |
Dixie Ross |
KY |
Performance |
Thursday, May 1, 2025 |
Eval: 04:38
CF- CSA should have called the customer on a second rejection of ticket. |
LINDA RUSH |
Urgent |
|
|
5 |
Select |
| casey.j.boles@senture.com |
Dixie Ross |
KY |
Performance |
Thursday, May 1, 2025 |
Eval: 02:24
Customer type should be process agent/blanket company.
CSA should have used standard text, hotkey dl. CSA should send a new email response using the correct standard text as there was no form processed via this ticket. |
LINDA RUSH |
Urgent |
|
|
5 |
Select |
| jacob.c.deaton@senture.com |
ROSIE CATHERS |
KY |
Performance |
Wednesday, April 30, 2025 |
Below 85%.
*CSA should repeat the DOT number to ensure accuracy.
*CSA should verify both legal and DBA names at the beginning of the call to ensure company information is accurate.
*CSA should refrain from interrupting/talking over the customer.
*The private note is incomplete and should include advising the customer of no cost for updates aside from potential future reinstatement.
*CSA should use updated closing script which provides the reference number. |
JASMINA SINGH |
Urgent |
|
|
5 |
Select |
| gabrielle.durik@senture.com |
ROSIE CATHERS |
KY |
Performance |
Wednesday, April 30, 2025 |
Form should not have been processed and verified. CSA should have assigned this back to the data agent for a census correction on item 1. Reason for CF. |
JASMINA SINGH |
Urgent |
|
|
6 |
Select |
| madison.williams@senture.com |
ROSIE CATHERS |
KY |
Performance |
Wednesday, April 30, 2025 |
Eval: 13:10
Private note should be documented using standard text, hotkey v or v1 to advise if the CSA has checked the EIN/SSN in the system and/or via the form. (CSA is marked down repeatedly for this same issue, without no improvement.)
CSA should follow appropriate, established procedures...CSA should have deleted the DL. Please update.
Queue should be DP Pending.
Disposition should be Need More Information From Customer.
Coaching: Subject should be USDOT - MCS - 150 Biennial Update. Please note the subject line used is not listed via the subject line template. |
LINDA RUSH |
Urgent |
|
|
6 |
Select |
| kimberly.stacy@senture.com |
ROSIE CATHERS |
KY |
Performance |
Wednesday, April 30, 2025 |
Eval: 12:31
Time: 5:14:00
Duration: 06:56
This call could have been more efficient/less time. The could have advised "yes, we received your form and a data processor will notify you via email if anything is wrong or missing and the timeframe is minimum 8 business days to process" then ended the call. CSA should refrain from explaining that she is only a phone agent and does not process and that she is not allowed to check the form to ensure it is accurate/complete. Ex: This could have been a 3 minute call instead of 6:56 minutes.
CSA should not be reviewing the scorecard to ensure it is complete. Ex: CSA reviewed the scorecard and advised if information was completed on the form. (Again, CSA said I'm not allowed to say what's wrong and what isn't.) CSA should avoid irrelevant conversation. |
LINDA RUSH |
Urgent |
|
|
6 |
Select |
| rose.m.foster@senture.com |
ROSIE CATHERS |
KY |
Performance |
Wednesday, April 30, 2025 |
Portal is down at the this time.
Eval: 07:56
Subject should be Operating Authority - Name Change - Pending OA and can include Driver's License Requested.
Inquiry type should be OA: Update/Change Pending Authority Application. |
LINDA RUSH |
Standard |
|
|
6 |
Select |
| kynder.d.shepherd@senture.com |
SEAN LONG |
KY |
Performance |
Wednesday, April 30, 2025 |
(Below 85%) (Phone Call: 11:59am/Dur: 8.12) CSA should repeat the DOT/MC number(s) to ensure accuracy. CSA should minimize hold time and ensure proper hold procedure is followed by checking back every 60 seconds. CSA should avoid periods of dead air. CSA should have used the standard text- private note when applicable. For example; P50. |
MELANIE GOODIN |
Urgent |
|
|
6 |
Select |
| dorothy.l.roby@senture.com |
SEAN LONG |
KY |
Performance |
Wednesday, April 30, 2025 |
(Phone Call: 3:23pm/Dur: 7.47) (CF) CSA inaccurately documented the email address in the contact record which caused the follow-up email to bounce. Please correct the email address, dechel66@gmail.com, in the contact record and resend the follow-up email. |
MELANIE GOODIN |
Urgent |
|
|
6 |
Select |
| alexandria.hernandez@senture.com |
SEAN LONG |
KY |
Performance |
Wednesday, April 30, 2025 |
(Below 85%) (Phone Call: 2:15pm/Dur: 6.15) CSA should remove additional email addresses in the contact record which was not provided by the customer during this call. CSA should document in their private note the name of the person who the call was transferred to. CSA should ensure the top portion of the incident is filled out accurately. Customer Type should be Process Insurance Company/Agent. CSA should be mindful of grammatical/punctuation/spelling/etc. errors in private note. CSA should end sentences with proper punctuation (period). CSA should minimize hold time and ensure proper hold procedure is followed by checking back every 60 seconds. |
MELANIE GOODIN |
Urgent |
|
|
6 |
Select |
| karrisa.a.bell@senture.com |
SEAN LONG |
KY |
Performance |
Wednesday, April 30, 2025 |
(Below 85%) (Phone Call: 12:51pm/Dur: 6.06) CSA should advise the customer that he will need to raise his insurance requirement to $1 million since he will be hauling motor vehicles. CSA should remove additional phone numbers in the contact record which was not provided by the customer during this call. CSA should avoid periods of dead air. |
MELANIE GOODIN |
Urgent |
|
|
6 |
Select |
| jana.f.brown@senture.com |
ROSIE CATHERS |
KY |
Performance |
Tuesday, April 29, 2025 |
CSA should remove secondary phone number (Mobile Phone) from contact record; please update. |
JASMINA SINGH |
Urgent |
|
|
7 |
Select |
| alyssa.rodriguez@senture.com |
ROSIE CATHERS |
KY |
Performance |
Tuesday, April 29, 2025 |
Eval: 6:41pm CSA should update the organization record to reflect the company's legal name; please update. |
MELANIE GOODIN |
Standard |
|
|
7 |
Select |
| chasity.l.whitmore@senture.com |
ROSIE CATHERS |
KY |
Performance |
Tuesday, April 29, 2025 |
Eval: 1:39pm
Note: The email bounced back, please resend the email to the customer. |
FERNANDA HOLGUIN |
Urgent |
|
|
7 |
Select |
| nancy.e.pruneda@senture.com |
ROSIE CATHERS |
KY |
Performance |
Tuesday, April 29, 2025 |
Eval: 12:59
Customer type should be process agent/blanket company.
CF-CSA should have rejected this due to the legal name should be the owner's name for sole proprietors. Ex: If this were an interstate carrier or intrastate hazmat, at that time we would follow FMCSA guidance which states if they are a sole pro, the legal name must be listed as the owners name. They are allowed to have a DBA though of anything they want as long as it’s not registered with SOS (it cannot be an INC/LLC etc...) |
LINDA RUSH |
Urgent |
|
|
7 |
Select |
| madison.williams@senture.com |
ROSIE CATHERS |
KY |
Performance |
Tuesday, April 29, 2025 |
Eval: 12:16
CSA should document the private note to indicate if she checked the EIN/SSN on file. Ex: Standard text, hotkey v and/or v1. (CSA is marked down repeatedly for this same issue.) |
LINDA RUSH |
Standard |
|
|
7 |
Select |
| jacob.c.deaton@senture.com |
ROSIE CATHERS |
KY |
Performance |
Monday, April 28, 2025 |
CSA should remove secondary email address (Email Alt 1) from the contact record; please update. |
JASMINA SINGH |
Urgent |
|
|
8 |
Select |
| chloe.a.villarreal@senture.com |
ROSIE CATHERS |
KY |
Performance |
Friday, April 25, 2025 |
Eval: 11:02
CSA inaccurately documented the USDOT as 385257 which should be 3852957. Please update the details tab. |
LINDA RUSH |
Urgent |
|
|
11 |
Select |
| tina.m.fultz@senture.com |
ROSIE CATHERS |
KY |
Performance |
Thursday, April 24, 2025 |
Eval: 2:00pm CSA should ensure the DOT is documented on the organization record, please update. CSA should have informed the customer that if "Other" is marked in the cargo classification then they are required to specify what "Other" is in the box provided. |
RYANN SMITH |
Urgent |
|
|
12 |
Select |
| jana.f.brown@senture.com |
ROSIE CATHERS |
KY |
Performance |
Thursday, April 24, 2025 |
CSA should update the cargo classifications in MCMIS to match the MCS-150 form. |
MEGAN SCHOTT |
Urgent |
|
|
12 |
Select |