Taking escalation calls if any and fully resolving the same
Regular coaching & training
Publishing daily & weekly MIS for different outbound processes.
Ensuring team achieving high on call quality & test scores on monthly basis
Driving team to deliver ESQ and ensuring same gets published
Appreciating team members for good performances on daily basis
Call monitoring and feedbacks to CCAs.
Outbound calling activity involves cross selling to existing set of customers and also converting new to bank leads getting generated via various digital campaigns.