Required BPO Telecaller - Kolkata

Key Responsibilities:

1. Inbound and Outbound Calls:

• Handle a high volume of inbound and outbound calls in a professional and courteous manner.
• Answer customer inquiries, provide information, and resolve issues effectively and efficiently.
• Make outbound calls to potential customers for sales, follow-up, surveys, or promotions.
• Engage in proactive outbound calling to generate leads, verify customer information, or remind clients of upcoming payments or appointments.

2. Customer Service and Support:

• Provide excellent customer service by actively listening to customers, understanding their concerns, and offering appropriate solutions.
• Resolve customer complaints, issues, or concerns by guiding them through the process or escalating matters to the appropriate team if necessary.
• Ensure a high level of customer satisfaction by providing timely and effective resolutions.

3. Sales and Upselling:

• Promote products or services over the phone, aiming to achieve sales targets or increase revenue.
• Upsell or cross-sell relevant products based on customer needs or queries.
• Identify sales opportunities and convert leads into actual sales through effective communication and persuasion techniques.

4. Data Entry and Record Keeping:

• Accurately input customer information, call details, and interactions into the system or CRM software.
• Maintain and update customer records, ensuring that all information is correct and up to date.
• Prepare daily reports on call volumes, issues resolved, and sales performance.

5. Meeting Performance Metrics:

• Meet or exceed individual and team performance targets related to call quality, sales, customer satisfaction, and call volume.
• Adhere to the company 's service-level agreements (SLAs) and operational procedures.
• Participate in team meetings, share insights, and contribute to process improvements.

6. Collaboration and Teamwork:

• Work closely with team members, supervisors, and managers to achieve goals and improve performance.
• Share feedback and insights regarding customer preferences, feedback, and recurring issues.
• Participate in training sessions to continuously improve product knowledge, communication skills, and service techniques.