BPO Voice Process Executive

Key Responsibilities:

1. Customer Interaction (Inbound or Outbound):

• Handle a high volume of incoming/outgoing calls from customers in a professional and courteous manner.
• Understand and assess customer needs or complaints, and provide accurate and timely responses.
• For outbound processes: make cold or warm calls to prospective customers to promote products, services, or resolve issues.

2. Call Handling & Resolution:

• Maintain call quality as per company standards, ensuring proper greeting, listening, empathy, and resolution.
• Escalate unresolved issues to supervisors or relevant departments.
• Ensure complete follow-through of customer queries from initiation to resolution.

3. Process Compliance:

• Follow communication scripts, call flow processes, and standard operating procedures (SOPs).
• Maintain confidentiality of customer data and comply with data protection and security protocols.
• Meet or exceed service-level targets such as call duration, first call resolution (FCR), and customer satisfaction (CSAT).

4. Reporting & Documentation:

• Document all call details and outcomes accurately in the CRM or support platform.
• Update customer records, complaints, or feedback as needed.
• Submit daily reports on call volume, performance metrics, and observations.

5. Performance Goals:

• Achieve daily/weekly/monthly targets for call handling, sales conversions, upselling, or satisfaction scores.
• Participate in regular coaching, feedback sessions, and training programs.