Voice Executive
Key Responsibilities:
1. Understanding the brand that is being represented, the TLC brand, the Program, the benefits, the scripts, the possible talking and opening lines and ensuring that the company guidelines on these are followed when a customer connect is made to enroll them into a membership program.
2. A soft approach to the sales process with conversational scripts and engagement on the call to sign up a customer. To protect the brand and ensure that a positive impact is left on the prospect after the interaction, whether he / she buys a membership or not.
3. Program Benefits must be conveyed in complete transparency leaving no scope of ambiguity or sounding / making false promises or over commitment.
4. Ensure that the prospect is not called for more than 3 times and also, he / she is not spammed on the calls. A prospect who does not want to be spoken to should be blocked from the system.
5. Ensure a database is provided by the company and only approved databases after proper DNC scrubbing are used.
6. It is mandatory to ensure that on every point of connect generating relevant leads are required, this is a part of our database expansion exercise, and must be followed.
7. Ensuing all relevant information is captured and converted into company intelligence like reasons for close etc and the prospects once spoken to are accordingly blocked from the system so that they are not called again.
8. Ensure any escalation or potential escalation is immediately reported to the Manager.
9. Ensure company time spent in the office is spent on productive customer acquisition work and aim for high enrolments, conversions, and no complaints as a performance matrix.
10. Ensuring confidentiality of all company information is maintained at all times.
Required Skills Set:
1. Minimum two years’ experience in a high-quality outbound voice process.
2. Good verbal and social communication skills in English with supporting local language. English will always be the first language for opening a customer conversation.
3. Proactive, confident, and self-motivated.
4. Performance oriented with a passion for sales and numbers.
Shubham Vishwakarma
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About TLC DigiTech Pvt Ltd (Formerly TLC Relationship Management (P) Ltd)
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