Job Title Executive - Tele-Sales/Telemarketing

Function Telemarketing

Reporting to Assistant Manager - Telemarketing

1. Purpose

Responsible for generation of quality sales leads and activation of non-active customers for the organization

2. Key Responsibilities

Responsibilities

Operational

- Develop the telesales database of potential clients in the region though directory searches, cold calling, references from existing clients, old customers, non-active customers etc

- Responsible for cold calling to customers in the telemarketing database and generating quality leads to sales teams for new customer additions

- Generate business from abandoned / lost customers by maintaining regular contact with them and updating them of new products/services; Forward such leads to the sales teams

- Generate and maximize the sales leads by regularly calling existing customers for potential cross-sell opportunities and forward such leads to the sales teams

- Ensure lead conversion through fixing of meetings, customer visits, proposals etc

- Provide after sales support to clients post sign up by making courtesy calls, tracking sales & service for initial 3 months, resolving issues etc; Serve as a single point of contact for the customer during the initial 3 months

- Maximize the productivity in terms of Average number of leads/FTE, lead conversion, revenue/FTE etc.

3. Key Result Areas and Key Performance Indicators

Key Result Areas Key Performance Indicators

1. Drive revenues from existing customers

- Revenues from abandoned / lost customers (in INR)

- Cross-sell revenues from existing customers in the region (in INR)

2. Drive productivity of the telemarketing team in the region

- Number of quality leads forwarded to the sales team

- Lead conversion (%)

- Revenues from converted leads for the first 3 months (in INR)

- Average number of leads/FTE

- Average revenues per FTE

3. Ensure Effective Customer Complaint Handling

- Customer Complaint Audit Scores

- % Adherence to defined TATs for

- Complaints resolution

- Closure of complaints

4. Ensure Performance Driven Culture - Adherence to Performance Management system timelines and guidelines.