Giám Sát Kinh Doanh Qua Điện Thoại (Telesales)

1. Sales operation planning, management and monitoring:

• Delivery the sales targets
• Manage tele sales agents, field sales agent through team leaders.
• Maintain of low attrition rate for agents and team leaders
• Agents and team leaders to be fully equipped, trained along with regular coaching to ensure they can do their job and perform as per company standards.
• Ensure all the audit requirements are met and follows the policies laid down by the company.
• Ensure the changes in the policies are communicated in time to staff.

2. People development, training, and motivation:

• Recruitment of agents
• Termination of agents on account of non-performance / disciplinary issues
• Implementation of any process which helps improves process efficiency.

3. Problem Complexity:

• Routine Problem – Agent not reporting to work, non-adherence of the process by an agent / team – leader.
• Non routine – Non-cooperation by team leaders, agents on a certain policy/process of the company
• To adhere to the changed policy, non-delivery of targets, reduction of no of seats

4. Performance measures

• Daily & monthly originations of loans/insurance policies
• Daily & monthly productivity MIS reflecting the calling & conversion metrics.
• Monthly Attrition MIS
• Updated training deck to be maintained, daily feedback and coaching diary to be maintained. Finally
• result to show the effectiveness.
• Satisfactory Audit ratings and visit memos.