BPO Executive Telecaller

Key Responsibilities:

1. Outbound Calling:

• Make outgoing calls to potential or existing customers for sales, feedback, reminders, or information dissemination.
• Follow scripts or talk tracks as provided for specific campaigns such as product sales, loan follow-ups, customer renewals, surveys, etc.
• Persuade prospects or clients to purchase a product/service or take a desired action (e.g., booking an appointment, confirming information).

2. Inbound Calling:

• Answer incoming calls from customers with queries, complaints, or service-related concerns.
• Provide accurate information, resolve issues, and offer appropriate solutions in a professional manner.
• Transfer calls or escalate complex issues to senior executives or departments when necessary.

3. Customer Support and Complaint Handling:

• Listen actively and patiently to customer concerns.
• Respond to queries related to billing, products, services, delivery status, refunds, and more.
• Ensure proper follow-up and resolution of unresolved cases, maintaining customer satisfaction.

4. Data Entry and Call Logging:

• Record call details, customer interactions, comments, and outcomes in the CRM or call management system.
• Maintain updated records of customer information and call statuses accurately.
• Track and report on lead conversion or complaint resolution rates if required.

5. Communication and Relationship Building:

• Build a positive rapport with callers through courteous and professional interactions.
• Maintain high levels of empathy and patience while dealing with irate or confused customers.
• Ensure a consistent and pleasant customer experience aligned with company service standards.

6. Adherence to Process and Quality:

• Follow company policies, procedures, and quality guidelines at all times.
• Meet personal and team KPIs such as average handling time (AHT), number of calls per shift, quality scores, and first-call resolution (FCR).
• Participate in regular quality monitoring sessions and coaching to improve call handling and customer satisfaction.

7. Target Achievement (if sales-based):

• Meet or exceed daily/weekly/monthly sales targets set by the company or client.
• Close deals effectively by handling objections and providing value-based communication.
• Cross-sell or up-sell products when opportunities arise.

8. Reporting and Feedback:

• Provide timely feedback to team leaders or managers regarding common customer complaints or issues.
• Suggest improvements in scripts, systems, or procedures to enhance call efficiency and customer satisfaction.
• Participate in team huddles, training sessions, and briefings.