- Ensure that the telecom infrastructure is effectively installed in the call center in the region.
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- Monitor day to day operations of the telecom and system infrastructure and highlight any issues to management promptly
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- Ensure all customer service representatives are adequately equipped to handle all customer queries end to end.
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- Ability to create training modules for customer services.
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- Monitor achievement of the prompt call rate and lost call rate targets at the region
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- Ensure optimum utilization of the resources and ensure capacitisation to manage call volumes during peak hours.
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- Motivate the Customer Services personnel constantly and obtain feedback from them at regular intervals
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- Monitor the quality of responses at the call center
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- Ensure that the calls are handled with accuracy and are complete and courteous.
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- Minimize repeat customer queries by effective resolution at first contact
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- Provide timely feedback to Management on customer feedback to ensure good service quality.
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- Ensure that the operation of the call center is as per guidelines approved by audit and compliance.
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- Effective handling of customer complaints escalated by the customer service representatives.
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- Ensure accuracy of MIS being provided to the Management
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- Monitor work practices to provide a more effective & efficient service.
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- Recommend innovations in the process flow for continuous improvement
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