Job Description

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
S. No
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

Skills Required