Executive Tele-Sales
Job Title
Executive Tele-Sales
Function
Telemarketing
Reporting to
Assistant Manager - Telemarketing
Responsible for generation of quality sales leads and activation of non-active customers for the organization
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.
- Key Result Areas and Key Performance Indicators
S.No
Key Result Areas
Key Performance Indicators
Drive revenues from existing customers
- Revenues from abandoned / lost customers (in INR)
- Cross-sell revenues from existing customers in the region (in INR)
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
Ensure Effective Customer Complaint Handling
- Customer Complaint Audit Scores
- % Adherence to defined TATs for
- Complaints resolution
- Closure of complaints
Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
