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CRM Introduction

Crm overview paper

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24 views12 pages

CRM Introduction

Crm overview paper

Uploaded by

fantasypower40
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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CRM

(Customer Relationship Management)


Definition of CRM

“CRM is concerned with the creation, development and


enhancement of individualized customer relationships
with carefully targeted customers and customer groups
resulting in maximizing their total customer life-time
value.”
Taking Calls
Customer Relationship(Order
Management
Taking/
Customer Service/
Collections)
Voice Process
Making Calls
(Tele-Selling/
CRM Collection/ Feedback)

Non-Voice (Data Entry/ Email/Chat


Correspondences)
Process
Job Role

Job role defines A Unique set of functions that together form a unique
Employment Opportunity in an Organization.

Customer Service Associate (CSA)


Customer Service Representative (CSR)
Customer Care Executive (CCE)
Customer Agent Helpdesk Coordinator,
Process Associate – Voice
CRM Domestic Voice

 Serve Domestic Clients.


 Servicing local companies and brands.
 Providing after sales services
- Customer care support
- Other data entry operations
 Servicing customers of a foreign company. (Samsung, Apple etc.)
 Handling Customers questions or complaints 24 x 7.
Skill Sets Needed

 Develop fluency in the local language.


 Speak the local language with neutral accent.
 Speak English fluently without Mother Tongue Influence
(MTI).
 Correct pronunciation, words and phrases in both
language (Local & English).
Work Environment

 Work as per the work standards and work culture of the


organization that you work for
 Work in shifts as per the work pattern of your
organization.
Roles & Responsibilities

 A CRM is the voice of the company. They are the first point of contact with the
customer. This makes the CRM’s role very crucial.
 Receive and make scripted calls (including basic queries) inform the customer
about the products & services.
 Answer queries, resolve problems, record complaints and/or receive feedback.
 Communicate with customers to market and sell the products and services of the
organization.
 CRM is required to talk to the customers politely & professionally.
 CRM is required to have proper knowledge & features of the product so that they
can convince & persuade the consumers to buy the offered product/services.
 CRM has to meet certain targets given for the month or quarter.
7 Important Skills Every CCE Should Have

 Deep Knowledge of a Company's Products or Services. To field


dozens of phone calls a day means fielding dozens of topics as well

 Attention to Detail and Organization

 Clear and Effective Communication

 Problem-Solving and Flexibility

 Empathy

 Patience

 Positive Attitude
Call Center Call Career Path
Call Center
Center of Call Centre
Agent ManagerSupervisor

Customer Care
Executive Quality Quality
AM/ Analyst
Manager

Senior Customer
Trainer Specialist
Care Executive
Training
AM/Manager

Subject matter
Team Leader
Expert (SME)
Operation
AM/Manager

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