CALL CENTER DEPARTMENT DOC-OPE-004

CALL CENTER DEPARTMENT

Name Designation Signature

Prepared by

Controlled by

Approved by

Distribution List

Copy Type of copy MODE OF

DISTRIBUTED TO
No DISTRIBUTION
00 Master Copy QA/MANAGEMENT REPRESENTATIVE Hard
01 Controlled Copy COO Soft
02 Controlled Copy HOD-CCD Soft

CHANGE RECORD

S. No Section Page Responsible Issue

Description of Change Rev No Date
Person No
1 All All HOD-CCD New Issue 01 01 03/10/17

2 All All HOD-CCD Updated Issue 02 02 13/02/19

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 CALL CENTER DEPARTMENT DOC-OPE-004

Telecalling Process
1.0 PURPOSE

Utilizing outbound Telecalling to schedule face-to-face appointments for sales Team (Lead
Generation)
2.0 SCOPE

Making call to the prospective customers and converting to Lead, successfully scheduling the
appointment between sales team and the client for business proposal to be shared and
discussed on the same.

3.0 RESPONSIBILITIES

Customer Care Manager is responsible for the implementation and management of this
procedure. Team must be particular about the accomplishment of their departmental Targets.
4.0 REFERENCE

ISO 9001:2015 Clause: 7.4, 8.1, 8.2, 8.5.1, 8.5.2 & 8.5.3

5.0 ABBREVATIONS
▪ DOC- DocOnline
▪ CCD -Call Center Department
▪ QMS-Quality Management System
▪ TC-Tele Caller

6.0 PROCEDURE
6.1 Planning

6.1.1 Process Operations

▪ Shift timings 9am to 6pm, Monday to Friday.
▪ Providing leads by calling the customers from the given database by the
management or by searching in authorized sites.
▪ Updating the leads in the Pipedrive on daily basis with all the information of the
client.
▪ Maintaining the daily calling reports for the future reference.
▪ Preparing and maintaining the business specific Scripts.

6.1.2 Process Structure

▪ Process Lead
▪ Telecallers
▪ Data, Phones, Systems, Trackers

6.1.3 Process Job Description

Process Lead:
▪ Overseeing the operations of the process.
▪ Establishing procedures and be responsible for managing.

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 CALL CENTER DEPARTMENT DOC-OPE-004

▪Ensuring appropriate information is provided to callers and follow-up is conducted

as required.
▪ Ensuring relevant information of clients is updated and Shared with the sales team
and Management.
▪ Responsible for maintaining all the trackers and data of the team for future
reference and use.
Telecallers:
▪ Extracting the data from the provided database and Corporate database(from
authorized sites and should be in an ethical way).
▪ Selecting the prospective customers(Whose employee size is not less than 50), have
to call them.
▪ Briefing the customer on the product and services of our company.
▪ Once the customer understands the concept of our company, agent will fix up the
appointment with customer depending on the availability of the customer/client.
▪ Appointment details of the customer should be updated in the Pipedrive and shared
to sales team by transferring the ownership of the deal.

6.1.4 Process Training

▪ TC should be provided with complete product training & Pipedrive Training with all
the specifications and functionality of the product.
▪ Scripts training will be provided as per the requirement.
▪ TC should be trained on data mining from the different resources for the prospective
customers
▪ TC should be trained on complete sales pitch, the call etiquette, how to deal with
customers accordingly.
▪ Basics of excel need to be trained to save the complete calling and appointment data
for future reference.

6.2 Do

6.2.1 Process Overview (DO)

▪ Tele callers will collect the data from different sources (E.g.- Sales Managers, HR,
Google etc.)
▪ From the given data telecaller choose the Prospective customers (More than 50
users) such as IT companies, Manufacturing companies etc., where there is a chance
of getting business
▪ Telecallers will call the prospective customers, if available they will talk to the
HR/Admin (Decision Maker) and introduce about our product briefly.
▪ If the concern person is not available or busy, they will check for the available time
and fix a follow-up.
▪ After briefing about our services telecaller pitches for the appointment between the
customer and the sales team, if customer gives the appointment it will be uploaded
in the Pipedrive with complete contact details.
▪ If customer is not ready to give appointment in the same call, Telecaller shares the
introduction mail with the customer and will check for the follow-up time.
▪ As per the customer wish the follow-up call will be made and tele caller will try
schedule the appointment as per the client feasible time.

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 CALL CENTER DEPARTMENT DOC-OPE-004

▪ Agents will maintain all the data in the following formats Daily Calling Data (OPE-
004-DCR).
▪ Manager will share the Email Id’s of the prospective clients to the marketing team
for the email campaign & Mobile numbers to the IT team for SMS campaign.
▪ Manager maintains Daily Reconfirmation Tracker (OPE-004-DRT) Tele-calling
Incentive Tracker (OPE-004-TIT), Tele-Calling Do’s & Don’ts (OPE-004-TDD), Tele-
calling Plan Vs Actual (OPE-004-TPA), Tele-Calling Scripts(OPE-004-TCS), Master
Appointment Data (OPE-004-MAD).

6.3 Check
6.3.1 Tele Calling Process Review

▪ Periodical audits will be conducted for all the TCE by Manager & Quality team, audit
report will be generated and shared with the HOD.
▪ Audits will be conducted considering all the factors such as calling, Scripts, Trackers,
Pipedrive updating.
6.4 Act

▪ Feedback will be given to the auditee by the auditor.

▪ If any training is recommended Manager will facilitate the same and evaluate and
measures the effectiveness of the training.
▪ Corrections & Corrective Measures.
▪ Continual Improvement Activities.

7.0ProcessFlowDiagram

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8.0 DOCUMENTED INFORMATION

Retention
S. No Name of the Documented Information Responsibility Doc number
period (years)
1 Daily Calling Data HOD OPE-004-DCR 3
2 Tele-calling Plan Vs Actual(Target Tracker) HOD OPE-004-TPA 3
3 Master Appointment Tracker HOD OPE-004-MAR 3
4 Daily Reconfirmation Tracker HOD OPE-004-DRT 3
5 Tele-calling Incentive Tracker HOD OPE-004-TIT 3
6 Tele-Calling Do’s & Don’ts HOD OPE-004-TDD 3
7 Tele-Calling Script HOD OPE-004-TCS 3

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8.0 DOCUMENTED INFORMATION

Retention
S. No Name of the Documented Information Responsibility Doc number
period (years)
1 Customer Query Tracker HOD OPE-004-CQT 3
2 Chat Process Report HOD OPE-004-CPR 3
3 Customer Issue Tracker HOD OPE-006-CIT 3
4 Individual Calling Tracker HOD OPE-004-ICT 3
5 Master Calling Tracker HOD OPE-004-MCT 3
6 CC Incentive Tracker HOD OPE-004-CIT 3
7 Feedback Collection Tracker HOD OPE-004-FCT 3
8 Customer Care Script HOD OPE-004-CCS 3

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