1. HR (PIPs & Disciplinaries)
1.1. TLs
1.1.1. Frequency of checks
1.1.2. Frequency of updates (1-2-1 & general)
1.1.3. PDP - Career progression - Longevity
1.2. Christina
1.2.1. False Leads
1.2.1.1. Disciplinary
1.2.2. Magic Numbers
1.3. Other
1.3.1. Review of QC role
1.3.1.1. Sweeper system
1.3.1.2. TL spot check
2. Communication
2.1. TLs to meet with Team to explain
2.2. TLs to communicate process and implications
3. Escalation
4. Assessment
4.1. Call Analysis
4.1.1. Call classification
4.1.2. Call flow
4.1.3. Call guides
4.1.4. Tracking of call disposition
4.1.5. Evaluation of call effectiveness
4.2. Agent Skills Assessment
4.2.1. Evaluation of agent skills
4.2.1.1. Communications (listening, call control, coice presence, pace)
4.2.1.2. Call flow management (effective and efficient)
4.2.1.3. Call standards compliance (policy, script/guidelines, messages)
4.2.1.4. Knowledge (product, system, process)
4.2.1.5. Sales or problem resolution skills
4.2.1.6. Listening skills
4.2.1.7. Relationship building (rapport, collaboration, continuity)
4.2.1.8. Conflict resolution (difficult or upset caller)
4.2.1.9. Responses to buying signals, opportunities, and issues (appropriate, effective, clear)
4.2.1.10. Resolution (achieved desired outcome for caller and business)
4.2.2. Evaluation of learning assimilated
4.2.2.1. Written test
4.2.2.2. Listening test
4.2.2.3. Role plays
5. Training
5.1. INTERNAL
5.1.1. Back to Basics Programme
5.1.1.1. Groups of 10
5.1.1.2. Introduction & Message
5.1.1.3. Tonality - Pitch - Pace
5.1.1.4. Call Structure & Flow
5.1.1.5. Need identification
5.1.1.6. Cosultative questioning (identifying key & value add information)
5.1.1.7. BANT verification
5.1.1.8. Listening skills
5.1.1.9. Call waterproofing
5.1.1.10. Closing the call & gaining commitment
5.1.2. Other
5.1.2.1. Consistency of Message (lead call to lead notes)
5.1.2.2. Verbal verification (TL/LTMC re-calibration sessions)
5.1.2.3. TLs to go through Induction
5.1.2.4. Group sessions for verifications (recalibration)
5.2. EXTERNAL
5.2.1. Sales Training
5.2.1.1. Consultative Selling
5.2.1.2. Objection Handling & Negotiation skills
5.2.1.3. Professional, credible sales questioning skills
5.2.1.4. Professional, credible sales listening skills
5.2.1.5. Building credibility & rapport on a call
5.2.1.6. Call Structure & Call Objective setting
5.2.2. Business Structures
5.2.2.1. DMU structures (incl. influencers & technical experts who would review & feedback)
5.2.2.2. PA's, etc: how to contact DMs
5.2.3. Procurement/Sales Cycles
5.2.3.1. by vertical
5.2.3.2. by segment
5.2.3.3. tenders
5.2.3.4. preferred supplier listings
5.2.3.5. 3rd party involvement
5.2.3.6. DMU financial structures
6. Process
6.1. TMCs
6.1.1. Buddy System
6.1.2. Individual
6.2. TLs
6.2.1. Verbal Checks
6.2.2. Auditing
6.2.3. Feedback given to TMC on the spot
6.2.4. Changes made to lead before sending to QC
6.3. Other
6.3.1. L&D
6.3.1.1. Checks linked to Skills Matrix
6.3.1.2. Review of Lead Template
6.3.1.3. Re-calibration sessions with TLs/TMCs
6.3.2. Quality
6.3.2.1. Checks linked to Skills Matrix
6.3.2.2. % of verbal checks to be agreed by prog type (i.e. LG, Profiling)
6.3.3. Marketing
6.3.3.1. Documented process linked to client complaints
6.3.4. QI
6.3.4.1. Link of call to data
6.3.5. Call Recording
6.3.5.1. Flag leads
6.3.5.2. Mark with comments
7. Tracking & Reporting
7.1. TLs to listen to ALL leads
7.2. Language resource for verification
7.2.1. TL to determine requirement
7.2.2. HUB to assign resource