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Outbound Call Handling Procedures!

The document outlines the ideal interaction process for sellers, emphasizing techniques for greeting, identifying needs, and providing solutions. It includes steps for effective communication, empathy, and ensuring seller satisfaction throughout the call. Additionally, it highlights the importance of follow-up and maintaining professionalism to foster positive exchanges.

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elton nathan
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2 views2 pages

Outbound Call Handling Procedures!

The document outlines the ideal interaction process for sellers, emphasizing techniques for greeting, identifying needs, and providing solutions. It includes steps for effective communication, empathy, and ensuring seller satisfaction throughout the call. Additionally, it highlights the importance of follow-up and maintaining professionalism to foster positive exchanges.

Uploaded by

elton nathan
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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Ideal Seller

Interaction
1. Greet Seller 2. Identify Need
Before answering the call we need to ensure that these below
techniques are used. 2.1 Listening
1.1 Techniques – Phone Techniques should be demonstrated 2.1.1 – Give full attention to what the seller is saying – Gauge the
throughout the call sellers need, reiterate the email written.
1.1.1 – Research well before calling the seller (Do not call DND sellers). 2.1.2 - Allow the seller to complete their thought or sentence.
1.1.2 - Execute the entire call in a professional manner 2.1.3 – Assure the seller that you are paying attention by appropriate
1.1.3 – Tone: Address the seller in a friendly and courteous manner acknowledgement.
1.1.4 - Demonstrate ownership and avoid placing blame 2.1.4 – Stop and listen when the seller interrupts or begins to speak at
1.1.5 - Identify the seller’s communication style and respond the same time
appropriately. 2.1.5 - Concentrate fully on the seller and avoid distractions
1.1.6 - Use standard English, avoid slang/jargon
1.1.7 - Use appropriate hold and transfer procedures.
2.2 Empathy & Assurance
The promptness, mannerism and enthusiasm displayed when you
answer the phone, sets the pace and tone of the entire call and 2.2.1 Ensure that the seller is made comfortable and the issue is
encourages a positive exchange of information. understood thoroughly.
2.2.2 Provide required confidence to the seller.
1.2 Opening & Verification
1.2.1 - Greet the caller promptly 2.3 Paraphrasing
1.2.2 - Verification of Seller: Obtain registered email from the seller 2.3.1 Paraphrase the issue for clarity before framing a solution
instead of providing it to the seller to verify.
Ideal Seller
Interaction

4. Take Action/Conclude Case


3. Frame Solution 4.1 Take Action
3.1 Research
4.1.1 PMA/PAA
3.1.1 Check SOP’s/Help Pages/Seller Central/Knowledge Base.
4.1.1.1 - Inform seller of actions being taken in a timely manner
3.1.2 Raise an Andon to seek an advisor’s assistance if you do not get the
4.1.1.2 - Check for understanding and agreement of the actions taken
solution.
and ensure seller sounds positive.

3.2 Provide Solution/Workaround. 4.2 Check Seller Satisfaction


3.2.1 Explain how and when the issue can be resolved 4.2.1 Confirm that all the seller’s issues have been addressed
3.2.2 Always provide the seller with alternatives to resolve their inquiry 4.2.1 Always offer additional assistance.
3.2.3 Explain all applicable policies and procedures and the
rationale, instead of saying “That is our policy”. 4.3 Branding
3.2.4 Engage the seller in the decision. 4.3.1 Provide a positive branding statement
3.2.5 No false promises to be made whenever there is a need to 4.3.2 Close the call with the same enthusiasm as it was at the beginning of
take feedback. the call.
3.2.6 Attempt to save the account or seller who may be at risk of closing
their account. (In case seller wants to close).
4.4 Follow Up
4.4.1 Completely execute all tasks associated with the call
4.4.2 Follow standard operating procedures to keep our records updated
4.4.3 Work closely with the teams looped in to get a resolution.
4.4.4 Keep the seller informed about all updates till the issue is resolved
(PMA/PAA).
Note: Please do not seek or suggest the seller to give feedback
(generally ‘YES’) while closing the call.

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