Wealth Sales & Distribution
To sell products in a Sales contact center in accordance with business needs, facilitate the development of customer loyalty through customer relationship management and to consistently portray a corporate image.
Key Responsibilities / Accountabilities
Sale of designated products in line with targets set through Blended campaigns and the proactive response to positioned leads.
Relationship building within the vaf space
Application of defined business processes in carrying out tasks, and doing so in line with contact center best practice laid down by Contact Centre Management.
Ensure all aspects of the sale have been discussed by completing the checklist accurately.
Monitoring of personal performance relative to contact center productivity, call to quote ratios and sales made.
Ensure favorable NPS ratings by consistently promoting quality interactions with customers and prospective customers.
Personal development through involvement in mentorship, training and guidance provided by Team leader and Contact Centre Management.
Ensure productivity requirements are adhered to
Work on designated campaigns on dialer
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
Sale of SBIS products in line with specific sales targets.
A punctuality and attendance rating of 99%
Call audit rating of 95%
Provision of daily feedback to Team leader.
A minimum score of 3 / 5 in development and mentorship
Drive the achievement of sales targets set by the contact centre Team leader using Inbound and Outbound tele-campaigns.
Apply contact centre best practice in line with International standards and in support of SBIS business needs as dictated to by Contact Centre management.
Sale of products in vaf co-location space.
Participation in daily feedback meetings with Team Leader
Daily goal setting and planning around target and objectives
Weekly performance review with Team Leader
Participation in campaign reviews
Knowledgeable in all aspects of the company that affects or influences the contact Centre and products sold
Use initiative within limits or otherwise, keeping in mind the Customers and companies needs.
Escalation of challenges that cannot be resolved by the Contact Centre Management
Internal and external relationships
Build and maintain a favourable relationship with staff, supervisors and internal stakeholders and ensure that favourable relationships are maintained with all customers as well as sales consultants
The key to maintaining this is by ensuring that sales staff build a long-term customer loyalty relationship through customer relationship management this is both the team leader and consultant responsibility.
Problem solving ability attend to customer reaction and staff reaction, attempt to resolve any and all issues raised by the customer and staff within the framework of your ability and responsibility
Knowledge in all aspects of the business that impacts or influences the contact centre and our products.
Use initiative within limits keeping in mind the customer’s and company’s needs
Escalation of problems that cannot be resolved by yourself or within the contact centre
Patience and have a tolerance ability to handle Irate customers effectively and constructively and to ensure that we retain our customers
Proactive planning on a daily / weekly / monthly basis to ensure All targets are met overall (sales, talk time, productivity overall, attendance, punctuality)
Accurate management of Leave / Absenteeism an absolute necessity to avoid understaffing in the Contact Centre
Time management is vital punctuality is compulsory
Ability to make decisions immediately and effectively without distorting the image of the business and without negatively impacting our customers and their relationship with the business.
Must seek advice from fellow supervisors and management if uncertain of the way forward regarding decision making.
Environment Contact Centre Sales environment (Enthusiastic, Pressurised-Target driven)
Travel - N / A unless to CVOP for training or communication sessions / meetings
Time flexibility Standard Hours apply however team leaders may be required to come in to work on Saturdays or to work after hours (Mon-
Fri) depending on the business needs, this is at management discretion ( overtime not applicable changes will be communicated if they occur)
Team leaders have the option based on their own prerogative, to put in extra time, voluntarily on Saturdays or after the normal working day has ended.)
Preferred Qualification and Experience
FAIS Short term min 150 Credits
Knowledge / Technical Skills / Expertise
Short Term Product Knowledge
Familiar with using a dialer
2 years sales experience / contact center
Short term experience motor, building and house contents.
Long term Insurance sales experience (advantage)
Code of Banking practice (advantage)