Job Description

Executive - Tele-Sales

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Job Title

Executive - Tele-Sales

Function

Telemarketing

Reporting to

Assistant Manager - Telemarketing

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