carrying or using mobile phones on floor is an...

Carrying or Using Mobile Phones On Floor Is An PUNISHABLE OFFENCE

SESSION OBJECTIVESBy session end you will be able to identify with:

1. Overview Of Our Contact Center Interactions

2. Outbound Calls Categories

NAAPTOL – CONTACT CENTER INTERACTIONS

In Naaptol Customer Contact Center we have different teams engaged in Outbound Customer interaction and we also proactively make outbound calls on customer request.


CALL TYPE - OUTBOUND CALLS

NAAPTOL – CONTACT CENTER INTERACTIONS CALL TYPE - OUTBOUND CALLS

Outbound calls means proactively calling our customers. This can be for calling those customers whose calls we have been unable to answer due to some issues or who request callbacks from agent or even to make our existing customers aware about our latest products.

Outbound calls helps to strengthen our bond of trust & reliability with our customers.

CALL TYPE - OUTBOUND CALLSWhy Outbound Calls?

ü There are occasions when customer wants to contact us but couldn't due to our line being busy or their balance diminishing.

ü Sometimes customer needs time to decide so we require to call them back later.

ü We require customer’s consent on various calls before processing the order .

ü To call customers to build trust and to offer services as per customer requirement .

Outbound calls are important not only for customers but also are extremely important from business prospective.

NAAPTOL – OUTBOUND CONTACT CENTER INTERACTIONS

NAAPTOL – CONTACT CENTER INTERACTIONS CALL TYPE - OUTBOUND CALLSOutbound Call activity is key to our success as outbound calls sends out a message to our existing customers that we care for their contact.

ü Customer gets proactively approached by Naaptol over new deals & offers.

ü We get an opportunity to update customers

about our latest product which can be beneficial to customer.

ü Outbound call activity helps us to thank customers for conducting business with Naaptol & obtain their valuable feedback.

ü We can help web customers who were not able to complete online order transaction.

CALL TYPE - OUTBOUND CALLSOutbound Calls

NAAPTOL – OUTBOUND CONTACT CENTER INTERACTIONS


As we are e-commerce company with focus on sales, there will be occasions when we need to proactively contact customer.

Our outbound contacts can be categorized as:

1. Abandoned Calls2. Shipping Charge Waiver Calls A. Shipping Charge Waiver- Hinglish B. Shipping Charge Waiver- P2 C. Shipping Charge Waiver –CDBC D. Shipping Charge Waiver- CO3. Verification Calls4. Thankyou Calling5. Upselling6. Customer Requested Calls

CALL TYPE > OUTBOUND CALLS


1. Abandoned CallsAbandoned Calls refers to the calls which are dropped out of our queue due to waiting. Such customer’s are contacted again to ensure that their concerns do not go unattended and achieve a higher customer satisfaction.


Abandon Calling Script

Namashkar Naaptol se main AGENT NAME baat kar raha hu, maffi chahenge aapki call hum receive nahi kar paye the , batayiye aaj aapki chopping me kys shayata kar sakta hu.


1. Abandoned Calls CALL TYPE > OUTBOUND CALLS


2. Shipping Charges Waiver Calling Shipping Charges Waiver refers to calling wherein customer gets the benefit of shipping charges waiver. We have a Dedicated team which help the customer’s to place order’s with Shipping Charges Waiver. This will help us to achieve a higher customer satisfaction by fulfilling customer’s requirements.



A. Shipping Charges Waiver Calling – Hinglish

In this type of calls we contact those customers who have said that they are not willing to pay the shipping charges and that is why will not place an order. We call these customers and offer them a one time waiver of shipping charges if they agree to place the order on the call itself.



A. Shipping Charges Waiver Calling – Hinglish CALL TYPE > OUTBOUND CALLS


B. Shipping Charges Waiver Calling – P2

In this case we contact the undecided customers who had previously said that they need time to decide/ make up their mind about purchasing from us and offer them the shipping charge waiver if they agree to place order on the call itself.



C. Shipping Charges Waiver Calling – CDBC

In case a customer enquires about the product and price and then disconnects the call without saying anything then also we contact the customers and offer them the shipping charge waiver if the agree to place order on the call itself.



D. Shipping Charges Waiver Calling – CO

In case a customer cancels his order for any reason. We offer customer waive off in shipping charges. We contact the customers and offer them the shipping charge waiver if the agree to place order on the call itself.



D. Shipping Charges Waiver Calling – CO CALL TYPE > OUTBOUND CALLS

Cancelled order


3. Verification Calls

There is a dedicated team which calls up the customers who have placed an order with us to enquire and confirm if they are interested in taking delivery of the product.

If customer denied to take the order advisor cancels the order, and if the reason for cancellation is shipping charges then advisors can give shipping charges waive off.

They also have the authority to change diamond customer to silver customer and vice versa.



Naaptol se mai “Agent Name” baat kar raha hoon, kya meri baat “Customer Name” se ho rahi hai, Apka ‘Product Name’ “Delivery Date” ya usse phale mil jaygea, cash ready rakhiye ga. Apko “Total Amount” cash mai pay krna hoga jismai product ‘amount’ aur ‘amount’ shipping charges hai

Aur apko 5000 ka discount coupon parcel ke andar hi mil jayega,


Verification Calling Script


3. Verification Calls CALL TYPE > OUTBOUND CALLS- VERIFICATION CALLS

1 2 3 4

1. Click on this if customer wants to

be a diamond member 2. Click on this if

customer wants shipping charges

waiver

1. Click on this if customer wants to cancel the order 1. Click on this if

customer wants the order


4. Thankyou CallingIn this Outbound calls we update the customer’s profile. As we give Naaptol cash to the customers on their Birthday and anniversary (If married). Advisor needs to ask the same AND also promote upselling (selling any hot deal product).500 NT Cash to Diamond customer250 NT Cash to Silver customer


Thankyou Calling ScriptNamashkaar Naaptol se Agent Name baat kar raha hu, kya meri baat Customer Ji se ho rahi hai? Sir/ ma’am Naaptol se "PRODUCT NAME" ki shopping karne ke liye dhanyawaad, ummed karta/ karti hu ki apko product passand aaya hoga.

Sir/Ma’am aapki har shopping pe aapko NT Cash milta hai, aur naaptol aapke janamdin aur saal girah par "xyz" NT cash as a gift milta hai, kya aap mujhe :BOD and Anniversary bata digiye


4. Thankyou Calling CALL TYPE > OUTBOUND CALLS


4. Thankyou Calling- Profile update CALL TYPE > OUTBOUND CALLS


5. UpsellingWe have recently started upselling process, in which we call to those customer whose order is delivered. Advisor needs to pitch a hot selling product.


Upselling Calling ScriptNamashkar Naaptol se ”Advisor Name” baat kar rahan hun , kya meri baat “Customer Name” ho rahi hain , aap hamare premium customer hain isliye apke liye special offer laye hain .


5. Upselling CALL TYPE > OUTBOUND CALLS


6. Customer Requested On several occasions customer will call and request you to contact them back. Such callback are Customer Requested Outbound calls.


Carrying or Using Mobile Phones On Floor Is An PUNISHABLE OFFENCE

carrying or using mobile phones on floor is an...

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