Sr Executive : Telesales

Job Title

Executive Telemarketing

Function

Telemarketing

Reporting to

Telemarketing Head

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.

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