Our client, a leading global FMCG firm is looking to engage with a 3P consultant for their Call Centre Lead role.
- Delivering Superior Consumer Experience:
a. Manpower Forecast: Understanding the agent productivity and forecasting the required manpower to achieve superior customer experience.
b. Call Centre Infra: Managing the Call Centre Infra effectively by rostering the available manpower to deliver consumer experience.
c. Finalizing the Call Centre Process Manager: Selecting the right candidate with Consumer delight and sales expertise for providing superior consumer experience.
d. Ensuring Instant Call Centre Number Connectivity: Religiously monitoring and ensuring the 100% Instant Call Centre number connectivity.
e. Exploring technology driven consumer engagement sources: Implementing and tracking the cost effective and consumer friendly engagement sources (Chat bot, WhatsApp business)
f. Driving Agent Quality: Monitoring the agent quality by call barging, training and reviewing the quality metrics with Call Centre QA team.
g. Driving Call Centre C-Sat Score: Delivering the superior consumer experience and to improve the C-Sat Score.h.Driving New Initiatives: Efficiently drive new initiatives aligned with business goals.
- Driving Consumer Acquisition and escalation reduction:
a. Lead Management: Setting up and managing the Call Centre infra for leads conversions.
b. Lead Conversion: Drive Speed to Reach and lead conversions by monitoring /reviewing the lead business with the Call Centre Team.
c. Drive Upgrade: Understanding the upgrade opportunity and drive upgrades by training the Call Centre Agents on ODPEC.Call Centre Lead ResponsibilitiesDelivering Superior Consumer ExperienceConsumer Acquisition and Escalation analyticsDeveloping the Capabilities of Call centre Team.
d. Managing Outbound activities: Setting up the outbound team based on the business requirement and effectively managing the team to deliver business goals.Ex-C-Sat Survey, Welcome Call etc.
e. Escalation Management: Setting up the escalation desk and driving the speed to close all the escalation calls. Analyzing the reasons for escalations and proposing/implementing corrective actions.
f. Managing Telecom: Monitoring and ensuring the telecom lines are always active by coordinating with all the stakeholders (Call Centre+ Telecom)
g. Managing IVR and SMS: Monitoring and ensuring the IVR options are up to date by incorporating changes based on business requirement and ensuring the delivery of SMS by coordinating with all the stakeholders.
h. Driving Agent utilization: Reducing the AHT with continuous process changes eliminating non-value-adding steps and increase the agent productivity.
i. Exploring the on-call closure options: Understanding the Pureit WOW and exploring options to close the non-value adding in warranty field visits through the structured on-call process.
j. Submitting PNCC: Ensuring smooth and on-time payouts to all the stakeholders (Call Centre, Telecom, IVR team) Collecting PNCC from all the stakeholders and submitting the PNCC with commercial team once in a quarter.
- Capability Development of the Call Centre Team:
a. Product Training: Arranging structured product training programs covering the Product technology, troubleshooting procedure and request registering process in the CRM.
b. Imparting Service Culture: Driving the Service Culture to deliver superior consumer experience in the consumer life cycle journey.
c. Consumer Acquisition and Escalation Management: Imparting the importance of consumer acquisition and escalation management. Guide the outbound team to improve digital conversions by training them ODPEC and importance of speedy closures of escalation calls coordinating with the field team.
Note: This is a 1-year contract and shall be renewed post that basis performance evaluation.