Training in call centre

Hi Ipsita,

I have already shared the call structure of a inbound call.A outbound call structure will differ.But I would like to know the business envoirment( wether its sales,customer service,lead generation) where this calls will be made.
Secondly when you say process are you reffering to technology or process?
Team Leader responsibilities differs from one organization to another.It also is based on business envoirments.What is the envoirment we are talking about?
I would be happy if you throw more light on it.

Rajni
Trainer
9884067435

Rajni,

It is lead generation.I am looking for process not technology.

Ipsita

Hi Ipsita,

If its lead generation the outbound call structure would differ.(Need specifics like mortgage industry,debt consolidation or credit cards)
Further the process in lead generation will be different according to the industry it pertains too.
When you say process the database of prospects is purchased from a vendor.The database should be segmented catering to specific requirements.For exp: If its mortgage industry you can seggrate and buy a database of people who pay high interest rates or people whose incomes are more than $60000/annum.
Once thats done you need to use technology.The reason i am saying this is because in a lead generation campaign you need to generate leads faster to earn revenue.Plus there is added risk.Say you divide the database of 100 names among 10 agents and ask them to dial each number manually it will be a wastage of time and money.Aalso there would be voicemails,privacy managers that you have to deal with.The real contacts would be 20 customers.Use predictive dialer which throws contacts alone.
The process would be as soon as the dialer throws up the contact the agent begans pitching.
Hi This is ---- from ---------.May i speak with --------------?(identifies the contact)
The reason for my call is we are offering you low interests as low as 9% on refinancing your mortgage.This will reduce your monthly payments and you can save a lot of money plus we also give you cash to pay of your debts.
May i know whats the interest you are paying on your loan?.
and the monthly payment is?
and the total amount left to be paid on your mortgage would be?
and the tenure left would be?
Thanks for all the information.I see you are paying a very high intrest rate and so your monthly payments are also high.What we can do for you we can help you refinance your mortgage and your monthy payments would be as low as -----.So what would be most convenient time when one of our mortgage specialists can call you?
Let me reconfirm your name and number________
and do you have any alternate number that we can reach you on?
Thanks for all the information.One of our mortgage specialists would call you on------
It was nice talking to you and you have a great day.
There could be several objections made by customers.Training them to overcome the objections and generate leads is a challenge.
Hope this helps you

Cheers
9884067435

Hi Ipsita,

Here are some of the Roles and Responsibilities of a Team Leader in Inbound process
In case of a Helpdesk:
Maintain SLA like (AHT(Average Handle Time),ASA(Average Speed of Answer)CSAT Scores(Customer Satisfaction),FCR(First Call Resolution))
Handle escalated calls on the floor
Monitor calls and give agents constructive feedback
Preparation of Daily,Weekly and Monthly Reports and see the improvement in acheiving SLA or otherwise
Check and Maintain individual agent statistics
Plan Shift schedules and Staffing
Motivate the team through rewards and recognition
Training the team on requisite skills and process
Conduct Team huddles either at the start of the shift or end of a shift.
Organise fun activities on the floor

For a Sales/Lead Generation Process
Preparation of Revenue reports daily,weekly,monthly against set Sales Targets
Check and Maintain individual agent statistics
Handle escalated calls on the floor
Monitor calls and give agents constructive feedback
Plan Shift schedules and Staffing
Motivate the team through rewards and recognition
Training the team on requisite skills and process
Conduct Team huddles either at the start of the shift or end of a shift.
Organise fun activities on the floor

Hope this helps too!!!!
Rajni
Communication Trainer
9884067435

Rajni,

Thanks a lot, I think my problem is 90% solved.Tell my something are youTrainer in a specific field or overall.You possess good knowledge about call centre.

Again,

Thanks a ton

Ipsita

Hi Ipsita,

You are welcome.Its a pleasure to assist you.
I am trainer on voice and accent and behavioral skills for a leading IT major.I have been with inbound and outbound processes in(From sales to helpdesk).
Please feel free to post anything that you may want to know.You can also call me.

Cheers !!!

hi,


i am looking for freelance uk v& a trainers. please let me kno if u hav nebody in mind.

pratima
09921225454