Telesales Consultant Outbound


Wealth Sales & Distribution

Job Purpose

  • To sell products in the outbound contact centre in accordance with the business needs.
  • To facilitate the development of customer loyalty through customer management and to consistently portray a professional image.

Key Responsibilities/Accountabilities

Key responsibilities

  • Sale of designated products in line with targets set through blended campaigns and the proactive response to positioned leads
  • Participation in ad hoc campaigns as determined from time to time by Contact Centre Management
  • Monitoring of personal performance relative to contact centre productivity, Lead to quote and quote to sale ratios, call to quote ratios and sales made
  • Ensure productivity requirements are adhered to
  • Ensure all aspects of the sale have been discussed by completing the ‘checklist’ accurately
  • Ensure favourable NPS ratings by consistently promoting quality interactions with customers and prospective customers
  • Personal development through involvement in mentorship, training and guidance provided by Supervisor and Contact Centre management
Key performance measure

  • Target achievement of premium sales & quotes – Lead to quote and quote to sale ratios, call to quote ratios and sales made
  • Accurate capture of required information
  • Informative & accurate communication to our clients
  • Minimum Call audit rating of 95%
  • Achieve 100% compliance
  • Conversion rate & Premium
  • NPS 65%
  • Productivity – 100% Must sign in on the dialler on time and adhere to WFM schedules
  • Must sell and offer Ucount and VAPS – top up and touch up
  • Behaviours must be in line with the Bank’s code of ethics/conduct as well as aligned to the Bank’s values and Contact centre workplace orientation guide.
Internal and external relationships

  • Build and maintain a favourable relationship with customers, supervisors and all internal stakeholders.
  • The key to maintaining this relationship is the building of long term customer loyalty through customer relationship management.

Preferred Qualification and Experience

  • GR12 – Matric qualification
  • FAIS & RE accredited
  • 1 year sales experience / contact center experience
  • Insurance sales experience (advantage)
  • Code of Banking practice (advantage)

Knowledge/Technical Skills/Expertise

  • Contact Centre Operations (customer centricity/ calls/dialler/leads)
  • Insurance knowledge

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