Required BPO/Telecaller - Hyderabad

Job Summary:

The BPO/Telecaller is responsible for handling outbound and/or inbound calls to communicate with customers or clients for support, sales, follow-ups, or surveys. The role is crucial in ensuring customer satisfaction, resolving queries, and achieving performance targets related to calls and conversions. Working in a BPO (Business Process Outsourcing) environment requires excellent communication skills, patience, and a customer-first approach. Telecallers may work in various domains such as customer service, lead generation, collections, technical support, or telesales.

Key Responsibilities:

1. Outbound Calling:

• Make outbound calls to potential or existing customers to inform them about products, services, offers, or campaigns.
• Explain product features and benefits in a clear and persuasive manner.
• Follow call scripts and handle objections with confidence.
• Conduct surveys, collect feedback, or set up appointments depending on the campaign.
• Maintain records of conversations, leads, and outcomes using CRM tools.

2. Inbound Call Handling:

• Answer incoming calls from customers and respond to inquiries related to orders, billing, complaints, or technical issues.
• Provide accurate and relevant information in a professional and courteous manner.
• Resolve customer issues or escalate them to the relevant department when needed.
• Record details of calls, issues, and resolutions for future reference.

3. Customer Relationship Management:

• Build and maintain good rapport with customers through professional interaction.
• Understand customer needs and provide appropriate solutions or product recommendations.
• Follow up with customers on unresolved queries or to confirm service delivery.
• Ensure high levels of customer satisfaction by maintaining quality standards.

4. Sales and Lead Conversion:

• Convert potential leads into confirmed customers through convincing and informed conversations.
• Meet or exceed daily, weekly, and monthly sales targets.
• Cross-sell or up-sell related products or services when appropriate.
• Share promotional material or digital catalogs via email, SMS, or WhatsApp when required.

5. Documentation and Reporting:

• Accurately log all call details, including contact information, feedback, call status, and next steps.
• Submit daily or weekly reports on call volume, conversion, or query resolution as per management guidelines.
• Keep track of follow-up schedules and customer communication history.

Job Profile : BPOTelecaller
Industry : BPO, Walkin, contingent