Time slot Deliverable

Starter Activities
9 AM to 9:30 AM (Planning & Prepration)

9:30 to 10:00 AM Pre-Shift Team huddle with TL/ PM

10:00 AM to 10:15 AM

10:15 AM to 11:00 AM Call on Customer DB

11:00 AM to 12:00 PM POWER HOUR

12:00 PM to 1:30 PM Call on Customer DB

1:30 PM to 2:00 PM L

2:00 PM to 2:15 PM Team catch-up

2:15 PM to 3:00 PM Call on Customer DB

3:00 PM to 4:00 PM POWER HOUR

4:00 PM to 4:15 PM

4:15 PM to 5:00 PM Call on Customer DB

5:00 PM to 5:30 PM Post-Shift Team huddle with TL/ PM

 Sub-Deliverable/ Task

* Login to system & denCRM, check system/phone lines /internet in working condition
* Check in denCRM the accounts/ customers to be covered for the day & pick call back later/follow-up calls scheduled for toda
* Gather info on competition business, products, events, market trends, case studies, latest news etc from websites like ibef.c
industry specific blogs like chuck's blog, citrix blog, CIO dashboard, itworld.com, computerworld.com etc
* Check data Recieved from TL for count, completeness etc.
* Follow-up on lead status from TL on acceptance/ rejection reason/ rework/ feedback
* Mail TL with Accounts to be re-worked on for the day

* Attend huddle session with TL/ PM on target vs. achievement, updates etc.
* Make note of any important update given
* Seek clairifcations on queries, if any
* Share the number of accounts to be touched, re-work cases, Trangulation calls etc with the TL
Tea Break

* Conduct (and document in remarks section of denCRM )extended web profiling & background of the accounts through web.
the account like expansion plans, client list, vertical/ industry type, company background, Years in business , current IT/ Infrastr
takeovers, (this will help buld meaningful & relevant conversations)
* Refer websites, social media links (mention source)
* Collect & prepare relevant information for calling basis used cases - previous accounts handled of similar type, common indu
fitment etc.
* Initiate enagement, validate profiling parameters, build relationship, assess/ generate need, nurture account, handle objecti
qualified Leads by following the sales process
* Enrich / update data on denCRM
* Complete call backs & follow-up calls after refering to previous call comments & inferences. (Keep all information ready or an
customer on previous calls)
* Update call & account status on denCRM/ OLT for every call made. Fill all the required sections. Update teh conversation high
* Ensure (& initate) trangulation call with customer, TL & partner. Document the details
* Drop email along with eDM or calendar to customer as per scenario (along with gist of conversation)
* In case of dobuts/ clarifications, Connect with SME/ TL before initating calls
* Call on lead re-work cases & update TL accordingly

( Calling without any breaks. Back to Back calls.)

* Initiate enagement, validate profiling parameters, build relationship, assess/ generate need, nurture account, handle objecti
qualified Leads by following the sales process
* Enrich / update data on denCRM
* Complete call backs & follow-up calls after refering to previous call comments & inferences. (Keep all information ready or an
customer on previous calls)
* Update call & account status on denCRM/ OLT for every call made. Fill all the required sections. Update teh conversation high
 Conduct (and document in remarks section of denCRM )extended web profiling & background of the accounts through web. L
account like expansion plans, client list, vertical/ industry type, company background, Years in business , current IT/ Infrastructu
takeovers, (this will help buld meaningful & relevant conversations)
* Refer websites, social media links (mention source)
* Collect & prepare relevant information for calling basis used cases - previous accounts handled of similar type, common indu
fitment etc.
* Initiate enagement, validate profiling parameters, build relationship, assess/ generate need, nurture account, handle objecti
qualified Leads by following the sales process
* Enrich / update data on denCRM
* Complete call backs & follow-up calls after refering to previous call comments & inferences. (Keep all information ready or an
customer on previous calls)
* Update call & account status on denCRM/ OLT for every call made. Fill all the required sections. Update teh conversation high
* Ensure (& initate) trangulation call with customer, TL & partner. Document the details
* Drop email along with eDM or calendar to customer as per scenario (along with gist of conversation)
* In case of dobuts/ clarifications, Connect with SME/ TL before initating calls
* Call on lead re-work cases & update TL accordingly
Lunch Break

* Meet TL to know the effort % so far of the day

* Seek Guidenace on remaing accounts, if required
* TL will update on pending numbers to be achieved for the day

* Conduct extended web profiling of the accounts through web. Look for information on the account like expansion plans, clie
type, company background
* Refer websites, social media links,
* Collect & prepare relevant information for calling basis used cases - previous accounts handled of similar type, common indu
fitment etc.
Initiate enagement, validate profiling parameters, build relationship, assess/ generate need, nurture account, handle objection
qualified Leads by following the sales process
* Enrich / update data on denCRM
* Complete call backs & follow-up calls after refering to previous call comments & inferences.(Keep all information ready or any
customer on previous calls)
* Update call & account status on denCRM/ OLT for every call made. Fill all the required sections. Update teh conversation high
* Ensure (& initate) trangulation call with customer, TL & partner. Document the details
* Drop email along with eDM or calendar to customer as per scenario (along with gist of conversation)
* In case of dobuts/ clarifications, Connect with SME/ TL before initating calls
* Call on lead re-work cases & update TL accordingly
* Attend scheduled training, quality session etc if any
( Calling without any breaks. Back to Back calls.)
* Initiate enagement, validate profiling parameters, build relationship, assess/ generate need, nurture account, handle objecti
qualified Leads by following the sales process
* Enrich / update data on denCRM
* Complete call backs & follow-up calls after refering to previous call comments & inferences. (Keep all information ready or an
customer on previous calls)
* Update call & account status on denCRM/ OLT for every call made. Fill all the required sections. Update teh conversation high
Tea Break

* Conduct extended web profiling of the accounts through web. Look for information on the account like expansion plans, clie
type, company background
* Refer websites, social media links,
* Collect & prepare relevant information for calling basis used cases - previous accounts handled of similar type, common indu
fitment etc.
Initiate enagement, validate profiling parameters, build relationship, assess/ generate need, nurture account, handle objection
qualified Leads by following the sales process
* Enrich / update data on denCRM
* Complete call backs & follow-up calls after refering to previous call comments & inferences.(Keep all information ready or any
customer on previous calls)
* Update call & account status on denCRM/ OLT for every call made. Fill all the required sections. Update teh conversation high
* Ensure (& initate) trangulation call with customer, TL & partner. Document the details
* Drop email along with eDM or calendar to customer as per scenario (along with gist of conversation)
* In case of dobuts/ clarifications, Connect with SME/ TL before initating calls
* Call on lead re-work cases & update TL accordingly
* Attend scheduled training, quality session etc if any

* Discuss any concerns or difficult scenarios faced in the day related to customer handling,
* Discussion on Adherence to hygiene parameters such as : Login Hrs, Call Quality, Talk time, dial out, connect, RPC connect, in
backs, follow-ups, pieline, leads
* Share status to TL on accounts worked for the day
* Disucssion on day’s effort, target vs. achievement
* Share plan for the next day - accounts to be covered, expected output
* Share best practices & learnings of the day if any.
 Time slot Deliverable

9 AM to 9:30 AM Starter Activities

9:30 to 10:00 AM Lead Pre-Shift Team huddle

10:00 AM to 10:15 AM Tea Break

10:15 AM to 1:00 PM Operational & Team Handling Activities

1:00 PM to 1:30 PM Lunch Break

1:30PM to 2:00 PM Operational Activities

2:00 PM to 2:15 PM Team catch-up

1:30 PM to 4:10 PM Call Listening & Validation Calls

4:10 PM to 4:30 PM Tea Break

4:30 PM to 5:00 PM Team Reporting related Activities

5:00 PM to 5:30 PM Lead Post-Shift Team huddle

 Sub-Deliverable/ Task

* Log in & check for mails/ updates etc , respond or connect with other divisions/ client if required
* Collate lead feedback status
* Check team attendance for the day & record reasons for absence
* Gather info on competition business, products, events, market trends etc to share with team during
huddles
* Allocate data to team ( x data points)
* Share pending lead status with team

* Conduct huddle session with team on target vs. achievement, updates etc.
* Allocate & discuss overall revenue, Lead, funnel, profiling targets to team on daily basis
* Share program updates, concern areas with solutions
* Update team on present benchmark & expectations for growth roadmap
* Involve Quality & training team whenever required
* On weekly basis, conduct call listening activity
* Share market updates, trends, competition information, product update etc. with agents, assign research
topics to agents for the next day
Tea Break

* Check if each agents have started calling on time

* Ensure account study activity been done by team
* Plan & schedule sessions/meetings with internal & external clients as required
* Prepare for weekly, monthly client & internal(PM/Delivery head) reviews
* Share operational concerns, escalations & getting them resolved
* Follow -up with client on Lead status
* Raise data request if any
* Startergy & planning: Data prioritization, identify industries, data analysis etc
* Share QA validated leads with client for acceptance in defined formats
* Initiate trangulation call with client and customers + document

Lunch Break
* Continue operational tasks
* Pull out reports for the team till mid-day to be shared for the team catch-up

* Meet TL to know the effort % so far of the day

* Seek Guidenace on remaing accounts, if required
* TL will update on pending numbers to be achieved for the day
* Allocate next set of data to team
* Monitor call of teammembers-Live call barging & recoded calls
* Validate leads generated by TSE on BANT parameters
* Tracking leads shared with client as per TAT for acceptance
* Connect 1 to 1 with team members with inputs/ improvement areas & document
* Conduct review weekly basis
* Conduct fortnightly team coaching sessions covering top scenarios, top 5 defects, value prop
commnuication, competition comparison etc.
* Share gaps/ TNI with traininbg team if any
* Monitor tool/ denCRM useage
* Initiate Weekly calll calibration session with Quality
* Ensure monthly assessmnets (JKQ) are conducted for team
Tea Break

* Discuss daily target vs achievement,productivity,concerns with PM

* Pull out daily perfromance report
* Validate completeness & correctness of reports filled

* Discuss highlights from the call monitoring sessions

* Share best practises with team (encourage peer learning)
* Discussion on Adherence to hygiene parameters such as : Login Hrs, Call Quality, Talk time
* Disucssion on day’s effort, target vs. achievement with team
* Discussing team productivity/funnel/closure projections & achievements
* Recognise best performer of the day/ best call of the day(if identifiable)