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SESSION OBJECTIVESBy session end you will be able to identify with:

1. Overview Of Our Contact Center Interactions

2. Outbound Calls Categories

NAAPTOL – CONTACT CENTER INTERACTIONS

In Naaptol Customer Contact Center we have different teams engaged inOutbound Customer interaction and we also proactively make outboundcalls on customer request.


CALL TYPE - OUTBOUND CALLS

NAAPTOL – CONTACT CENTER INTERACTIONSCALL TYPE - OUTBOUND CALLS

Outbound calls means proactively calling our customers. This can be forcalling those customers whose calls we have been unable to answer due tosome issues or who request callbacks from agent or even to make ourexisting customers aware about our latest products.

Outbound calls helps to strengthen our bond of trust & reliability withour customers.

CALL TYPE - OUTBOUND CALLS

Why Outbound Calls?

There are occasions when customer wants to contact us but couldn't due to our line being busy or their balance diminishing.

Sometimes customer needs time to decide so we require to call them back later.

We require customer’s consent on various calls before processing the order .

To call customers to build trust and to offer services as per customer requirement .

Outbound calls are important not only for customers but also areextremely important from business prospective.

NAAPTOL – OUTBOUND CONTACT CENTER INTERACTIONS

NAAPTOL – CONTACT CENTER INTERACTIONSCALL TYPE - OUTBOUND CALLS

Outbound Call activity is key to our success as outbound calls sends out amessage to our existing customers that we care for their contact.

Customer gets proactively approached byNaaptol over new deals & offers.

We get an opportunity to update customersabout our latest product which can bebeneficial to customer.

Outbound call activity helps us to thankcustomers for conducting business withNaaptol & obtain their valuable feedback.

We can help web customers who were notable to complete online order transaction.


As we are e-commerce company with focus on sales, there will be occasionswhen we need to proactively contact customer.

Our outbound contacts can be categorized as:

1. Abandoned Calls2. Shipping Charge Waiver Calls

A. Shipping Charge Waiver- HinglishB. Shipping Charge Waiver- P2C. Shipping Charge Waiver –CDBCD. Shipping Charge Waiver- CO

3. Verification Calls4. Thankyou Calling5. Upselling6. Customer Requested Calls7. Fraud –Awareness Calling

CALL TYPE > OUTBOUND CALLS


1. Abandoned CallsAbandoned Calls refers to the calls which are dropped out of our queue dueto waiting. Such customer’s are contacted again to ensure that their concernsdo not go unattended and achieve a higher customer satisfaction.


Abandon Calling Script

Namashkar Naaptol se main AGENT NAME baatkar raha hu, maffi chahenge aapki call humreceive nahi kar paye the , batayiye aaj aapkishopping me kya shayata kar sakta hu.


1. Abandoned Calls



2. Shipping Charges Waiver CallingShipping Charges Waiver refers to calling wherein customer gets the

benefit of shipping charges waiver. We have a Dedicated team which helpthe customer’s to place order’s with Shipping Charges Waiver. This willhelp us to achieve a higher customer satisfaction by fulfilling customer’srequirements.



A. Shipping Charges Waiver Calling – Hinglish

In this type of calls we contact those customers who have said that theyare not willing to pay the shipping charges and that is why will not placean order. We call these customers and offer them a one time waiver ofshipping charges if they agree to place the order on the call itself.



A. Shipping Charges Waiver Calling – Hinglish



B. Shipping Charges Waiver Calling – P2

In this case we contact the undecided customers who had previouslysaid that they need time to decide/ make up their mind about purchasingfrom us and offer them the shipping charge waiver if they agree to placeorder on the call itself.



C. Shipping Charges Waiver Calling – CDBC

In case a customer enquires about the product and price and thendisconnects the call without saying anything then also we contact thecustomers and offer them the shipping charge waiver if the agree to placeorder on the call itself.



C. Shipping Charges Waiver Calling – CDBC



D. Shipping Charges Waiver Calling – CO

In case a customer cancels his order for any reason. We offer customerwaive off in shipping charges. We contact the customers and offer themthe shipping charge waiver if the agree to place order on the call itself.



D. Shipping Charges Waiver Calling – CO


Cancelled order


3. Verification Calls

There is a dedicated team which calls up the customers who have placedan order with us to enquire and confirm if they are interested in takingdelivery of the product.

If customer denied to take the order advisor can cancel the order.

They also have the authority to change diamond customer to silvercustomer and vice versa.




CALL TYPE > OUTBOUND CALLS- VERIFICATION CALLS

Click on this if customer wants to cancel the

diamond membership

Click on this if customer wants to cancel the

order Click on this if customer

wants the order

Verification Screen for

Diamond Member



CALL TYPE > OUTBOUND CALLS- VERIFICATION CALLS

Click on this if customer wants to be a diamond

member

Click on this if customer wants to cancel the order

Click on this if customer wants the order

Verification Screen for

Sliver Member


4. Thankyou CallingIn this Outbound calls we update the customer’s profile. As we giveNaaptol cash to the customers on their Birthday and anniversary (Ifmarried).

Advisor needs to ask the same AND also promote upselling(selling of any hot deal product) on call.

Naaptol gives…..

500 NT Cash to Diamond customer

250 NT Cash to Silver customer


NAAPTOL – CONTACT CENTER INTERACTIONSCALL TYPE > OUTBOUND CALLS

Thankyou Calling Script

Namashkaar Naaptol se Agent Name baat kar rahahu, kya meri baat Customer Ji se ho rahi hai? Sir/ma’am Naaptol se "PRODUCT NAME" ki shoppingkarne ke liye dhanyawaad, ummed karta/ karti huki apko product passand aaya hoga.

Sir/Ma’am aapki har shopping pe aapko NT Cash milta hai, aur naaptol aapke janamdin aur saal girah par "xyz" NT cash as a gift milta hai, kya aap mujhe :

BOD andAnniversary bata digiye….


4. Thankyou Calling



4. Thankyou Calling- Profile update



4. Thankyou Calling- Profile update


Click on Save Button


5. Upselling


We have recently started this upselling calling. In this type of calling we call to our existing customers who had shopped with us.

In this , we proactively pitch a hot selling product to the customer.

Upselling Calling Script

Namaskar, Naaptol se “advisor name “ baat kar raha hu, kya meri baat “customer name” se ho rahi hai. Aap hamare premium customer hai , isliye Naaptol aapke liye behatreen offer layahai.


5. Upselling



6. Fraud- Aware Calling- As the name suggests , we proactively call and

aware our customer about the fraud call.


Fraud - Aware Calling ScriptOpening: Namaskar Naaptol se mai “Agent Name” baat kar ri hun/ karrahan hun, kya meri baat “Customer name” se ho rahi hai.

Wait for the acknowledgement

Sir/ Ma’am aapse request hai ki naaptol ka naam lekar agaraapke pass koi phone ya sms karta hai ki aap inaam jeet gaye hai ya cashjama karayiye, to aap is baat par vishwas na kare.

Naaptol kabhi bhi account me paise jama karne ke liye call yasms nahi karta hai.

Closing: Naaptol me samay dene ke liye dhanyawad.


7. Customer RequestedOn several occasions customer will call and request you to contact them

back. Such callback are Customer Requested Outbound calls.


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Documents

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