Telesales and Call Centre Operations

Objective of the Video

The objective of this video is to introduce the course on “Telesales & Call Centre Operations” and provide an overview of key learnings, emphasizing the importance of telesales, types of telesales, course experts, and the topics covered in the course.

Key Learnings from the Video

1. Why Telesales is Important:
   • Direct Interaction with Customers: Telesales enables direct and personal communication with customers, saving time and providing immediate responses.
   • High Chances of Conversion: Direct interaction increases the likelihood of converting prospects into customers, enhancing overall business success.
2. Types of Telesales:
   • Inbound Telesales: Representatives attend calls, respond to queries, and provide information to prospective customers.
   • Outbound Telesales: Representatives initiate calls to convince customers to purchase products or services, often referred to as “Cold calling.”
3. Experts of Telesales Course:
   • Mr. Gagan Oberoi: VP of Channel Sales,with 22 years of experience in renowned brands like OYO, OLA, Paytm, and Club Mahindra.
   • Mr. Varun Harnal: Expert in corporate training, team building, and sales training.
   • Mr. Manav Ahuja: VP Sales
   • Ms. Harsimran: Learning & Development Manager, with 11 years of experience in call scripts.
4. Topics Covered in Telesales Course:
   • Setting Up a Call Centre: Requirements, types, location, manpower.
   • Hiring Process: Job profile, description, recruitment process.
   • Importance of Training: Listening as a tool, active listening, preparation tips for telesales calls.
   • Delivering a Clear Message: Pitch, tone, words, call scripts, opening/closing statements.
   • Closing a Call: Decision making, influencing customer decisions.
   • Call Centre KPIs: SOP & BCP (Business Continuity Planning), call centre technologies (dialer, call conferencing, real-time reporting).

Key Outcomes of the Video

• Utilize telesales for direct customer interaction.
• Implement inbound telesales to effectively handle customer queries.