Notes

Colleague Name *
QA Type *
Shipment ID/Load ID/BOL#/etc... *
Anything that helps us reference the shipment discussed during the call.
GPI-7144
Date of Interaction *
Date
Reviewer (First name + last name) *
Eric Gonzalez
1.1 Greet and Verify (2 pts) *
Did they use a friendly/welcoming introduction when answering the call? Do they confirm who they are speaking with or about what load?
1.2 Understand (4 pts) *
Did they actively listen and ask clarifying questions to understand the complexity of the issue? Summize issue if needed.
1.3 Phone Presence (4 pts) *
Did the colleague build rapport with the carrier through the use of empathy and matching the caller's tone? Did colleague convey confidence that they could solve carrier's issue? Did he/she use proper hold technique to avoid dead time?
1.4 Educate/Be Proactive (2 pts) *
Did the colleague demonstrate active listening skills? Did they gain accurate understanding and agreement with carrier by asking clarifying questions. Did they summarize back what they heard?
1.5 Execute, Resolve, and Document (6 pts) *
Did you come to the right conclusion? Did they take ownership of the next steps? Were they able to resolve or de-escalate the issue while on the call? If they had to escalate, did they follow the proper procedure? Did they correctly note/file an exception for the interaction?
1.6 Communicate Next Steps and Close (2 pts) *
Did the colleague acknowledge the carrier's issue and demonstrate clear willingness to find a solution? Did they avoid blaming other people or departments in the process and instead focusing on what we can do for the carrier?
1.7 Disposition (did we disposition the call, and was it done correctly?) *
Carrier Satisfaction
Based on this interaction, was the carrier satisfied with the service their experience? (Yes- Satisfied, No- Dissatisfied)
Yes
No
Notes/Wins/Opportunities
1.1 Greet and Verify
TM did not verify who he was speaking to. Factoring Company.
1.3 Phone Presence.
Dead air/long pause.
1.5 Execute, Resolve, and Document
Did not notate account.

You must always verify the name of the Carrier and who you are speaking with.
Additionally since this was the factoring company you must verify that NOA is verified (Carrier Profile) you must always leave a note.

NIa88381




DPS-4268
David Vela

Just spoke to with the driver he did not pick up the load delay....





Dashboard:
https://ops.convoy.com/shipments/NIA-89565
Talkdesk:
https://convoyinc.mytalkdesk.com/#monitoring/calls/CA870fd0c8f9d113a60db51715e633be3a
Name: Irvin Valdez
Date: 03/18/2019
Load: NIA-89565
Issue: Pickup Block
Disposition: Pickup Block
Call Duration: 4:05
--------------------------------------------------------------------------------
Dashboard:
https://ops.convoy.com/shipments/ABI-46550
Talkdesk:
https://convoyinc.mytalkdesk.com/#monitoring/calls/CAa5cb1f6fce33fdc25e0866edf3b7788b
Name: Jesus Pizarro
Date: 03/18/2019
Load: ABI-46550
Issue: Pickup Block
Disposition: Pickup Block
Call Duration: 2:39
---------------------------------------------------------------------------------
nia-89660
Dashboard:
https://ops.convoy.com/shipments/NIA-89660
Talkdesk:
https://convoyinc.mytalkdesk.com/#monitoring/calls/CAfaed5b55790f91efda062a7d132795d1
Name: Edith Gonzalez
Date: 03/18/2019
Load: ABI-46550
Issue: Pickup Block
Disposition: Pickup Block
Call Duration: 2:10


164.00 Capstone


Jose Rosales
https://convoyinc.mytalkdesk.com/#monitoring/calls/CA309201a8f5b55614c61e7bc2354afbe5

https://convoyinc.mytalkdesk.com/#monitoring/calls/CAe8d5ee538e6b9f4a6f6c0251ca1293b4
incomplete call.

2019-03-22 05:41:56 PM


WESTLEY
https://ops.convoy.com/shipments/CSW-1086
https://convoyinc.mytalkdesk.com/#monitoring/calls/CA596d2481aa9be0cf5c03933ab72f0047




https://convoyinc.mytalkdesk.com/#monitoring/calls/CA651076a872612b33eb5ef0ef32a47671

Edgar Gallos
GPI-11702