quality check crm process. introduction the client’s website has inbound recorded calls &...
TRANSCRIPT
QUALITY CHECK CRM PROCESS
Introduction
The Client’s Website has Inbound Recorded Calls & Outbound Recorded Calls.
Agents must have Good Understanding of English and presence of mind with smart IQ to identify the calls.
Agents will be given login details on Client’s Website. Here Agents need to Login and Listen to the Calls and Need
to Answer that Either call has Connected to Employee or Call is
not Connected or Call Connected to Voice Mail etc., Agent just
need to Tick mark on the Options provided on CRM on your PC Screen.
But Agent need to listen to the call carefully and need to mark correct option in order to get paid.
Basic Details
Training will be provided (Online/Offline) Consultancy and Training Cost Applicable Shift Timing will be for 12 Hours from 6:00 p.m. to 6:00
a.m. However, ID will be at disposal for 24*7 but workload peak hours will be from 3pm IST onwards.
One Day Training will be given and later every level of training will be provided from time to time for 6 months
After payment Process will get Live within 7-10 working days, excluding Sat/Sun.
System Requirements: Dual Core with 4GB RAM and above with any HDD
In case, Client does not provide sometimes data, then no compensation will be provided by Shreeji Infosolutions.
Work Module Steps
Outbound Calls Review : Introduction
The purpose of the category Outbound Service Call Purpose is to determine why the agent is placing the outbound service call. Here are the options: To discuss the status of a vehicle currently at the dealership Select this option if the agent is placing the outbound call in order to discuss the status of a vehicle that is currently at the dealership. Example Agent: We’ve looked at your car, and it seems that you have an oil leak. To discuss a recent service visit to the dealership Select this option if the agent is placing the outbound call in order to discuss the customers recent visit to the dealership. Example Agent: We just wanted to reach out and say thanks for choosing our dealership for the service you completed recently. You should receive a
survey soon asking you about your experience. To confirm an existing service appointment Select this option if the agent is placing the outbound call in order to confirm an existing appointment that the customer previously scheduled. Example Agent: We just wanted confirm your upcoming service appointment for tomorrow at 10:00 AM. To invite the customer into the dealership for a service appointment Select this option if the agent is placing the outbound call in order to invite the customer into the dealership. Example Agent: We’re just calling because we see that your vehicle is due for some maintenance soon, and we wanted to see if you wanted to go
ahead and get that scheduled. Other service related call Select this option if the agent successfully connects to the intended party and is placing the outbound call for any other reason not listed. Correction: caller did not connect to the intended party Select this option if the agent never connected to the intended party. Select this option if the caller has the wrong number. Select this option if the call goes to voicemail. Select this option if the call only last a few seconds and you do not hear a conversation. This is not the same as "no audio" calls that have a 00/nan in
the upper right portion of the audio bar, calls that remain gray in color, and/or calls that do not play at all. Select this option if call is a spam call such as a recorded advertisement. Select this option if the call goes to voicemail and an employee leaves a message. Select this option if the caller leaves a live message for the intended person. Select this option if you only hear one voice, but you can tell that the caller has reached voicemail and is leaving a message for the intended person.
This is considered a one-sided recording, and it is done by design. Not an English call - This option is found at the base of the audio bar. Select this option if the call is not in English.
Outbound Calls Review : Sample
Select this option if the intended person answers the call. Select this option if you only hear one voice, but you can tell that the call is connected to the intended person.
This is considered a one-sided recording, and it is done by design. Select this option if the intended person answers, even if the caller immediately says he will call back Select this option if the caller reached the intended person and the intended person asks to be removed from
the calling list. Select this option if the caller reached the intended person, even if the call drops in the middle of the
conversation. Select this option if the caller reached the spouse of the intended person and the spouse handled the
conversation. This is NOT the same as the spouse taking a live message for the intended person. Select this option if the caller connects to an interactive system for payoff or other information. This will sound
like an automated service that asks questions and requires answers to be made by phone selections. Left a Message Select this option if the call goes to voicemail and an employee leaves a message. Select this option if the caller leaves a live message for the intended person. Select this option if you only hear one voice, but you can tell that the caller has reached voicemail and is
leaving a message for the intended person. This is considered a one-sided recording, and it is done by design. Not the right person / no message Select this option if the caller has the wrong number. Select this option if the call goes to voicemail and the caller does not leave a message. This could be because
the caller hung up or the voicemail box is full. Select this option if the call only last a few seconds and you do not hear a conversation. This is not the same
as no audio calls that have a 00/nan in the upper right portion of the audio bar, calls that remain gray in color, and/or calls that do not play at all.
Select this option if call is a spam call such as a recorded
Outbound Service Call Purpose Screen
Outbound Call Screen Sample
Bonus Earnings for Performance
Inbound Calls Review : Sample
Select this option if the caller is connected to a qualified employee who is able to help the caller with their inquiry.
Select this option if the caller asks for a specific employee who is not available, and another qualified employee handles the callers inquiry.
Select this option if the receptionist is able to answer the callers question(s). Select this option if the caller connects to the requested employee, even if the nature of the
call is personal.
Options to be clicked on Screen after Listening to Call : Not Connected Select this option if the caller leaves a live message. Select this option if the call connection is lost. Select this option if the receptionist or agent picks up but the caller does not respond. Select this option if you only hear a dial tone or fax machine. Select this option if the call reached voicemail. Select this option if the caller is left on hold. Select this option if the caller fails to reach a qualified agent and says that they will call back
later. Select this option if the caller has the wrong number. Select this option if the caller is returning a missed call but never connects to the agent that
originally called him/her. Do NOT select this option if the call is still handled by
Inbound Call Screen Sample
Billing and Payout
Payout: 0.012$ for Inbound Call Review and
0.008$ for Outbound Call Review
Billing Cycle : Weekly
Billing Payment Mode: PayPal. Minimum 10$ Earning can be withdrawn every week.
For Wrong Answer there is penalty of -0.01$.
Billing Criteria
Staff can do 2 Calls in 1 Minute
12 Hours x 2 calls / Minute x 60 Minutes = 1440 calls one agent can do
1440 x 0.012 = 17.28$ (Approx.) / Day / Agent.
For 10 Seats then your billing will be $4320 with one shiftThe above Calculation is for only one shift but center can
run it24X7 shifts and it depends on the numbers of handling
calls.
Shreeji Infosolutions: Payment Proof
Date: Tue, Sep 29, 2015 at 2:18 AM
Subject: You have money!
To: Shreeji Infosolutions <[email protected]>
PayPal
xxxxxx sent you $12.84 USD
Transaction ID: 4HV67075WJ68125C
Dear Shreeji Infosolutions,
Just thought you'd like to know xxxx sent you $12.84 USD.
Get the details
Once you've received payment you can:
Withdraw it to your bank account or request a cheque (takes about four to six working days).
Don't see the money in your account?
Don't worry — sometimes it just takes a few minutes for it to show up.
Sender Information
xxxxxx
Yours sincerely,
PayPal
How to Start Work?
First you have to Sign Up the NDA and MOU with SHREEJI INFOSOLUTIONS with Consultancy Fees for Rs. xxxx (Non-Refundable) once in Lifetime. No consultancy charges will be charged the time of renewal.
We are charging Consultancy for Showing Client’s Website and providing step by step training for 6 months and will be non-refundable irrespective of any reasons furnished by the Customer after paying any token amount or getting client website details or training at any point of time.
We will create PayPal accounts and Client’s Website Accounts for your agents with login details and those would be certified accounts.
Work Contract Duration: Lifetime, however it will vary from case to case basis on center’s performance to learn and hit the earning and performance score on Client’s Website. We will not be responsible for Center’s Performance. It will be purely at the Center’s Performance and Client’s Satisfaction.
SHREEJI INFOSOLUTIONSMUMBAI
www.shreejiinfosolutions.com www.way2earnbiz.com