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I have recently joined a call center as "Training & Quality Lead"
The process I'm accountable for is a Retention process. I do carry 7 years of experience in Quality as a Sr. Quality executive however it is only in customer services completely, now this is the first time I am working for an Outbound process and facing lot of challenges.
I am very much aware about how to improve Quality but not much familiar about how to help the agents in increasing their productivity (retaining back customers)
On site Client looks bothered about productivity only
Asking about my plan of actions in order to increase productivity
asking about daily improvement in numbers...
Hence, can anyone please help me and suggest me how to deal with this and how can I increase the productivity.

From India, Delhi
Kindly give more information about your Outbound Process. In the meantime please take a look at Benefits of outbound and see if it's of any use.
More links at

From United Kingdom
Thanks for your help Nashbramhall
It's a retention process for Airtel DTH customers, client provides the data of all Airtel DTH customers who are not recharging their account since past 0 to 30 days, 30 to 60 days and more than 180 days.
Airtel also provides some offers as per bucket, however these customer belongs to Tier 3 category (Rural Areas Customers).
As far as concern about employees Quality, these are low Quality profile agents.

From India, Delhi
I am in the UK and do not know the conditions in India. Do the rural customers have choice regarding the service provider to use? What do you mean by "Low quality profile agents"?
From United Kingdom
Yes there are competitors in the market and people in India can select anyone service provider to serve them...
Employees with less speaking skills be it command on language or less convincing skills are Low quality profile agents..

From India, Delhi
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