NPI TEAM Presentation

Launching team

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CARLOS ROSAS

NPI SUPERVISOR

LEADERSHIP TEAM

GABE JUAREZ

RODRIGO MEDINA

NPI DIRECTOR

NPI SUPERVISOR

ALEJANDRA LARA

GILBERTO NUÑO

NPI SUPERVISOR

NPI CAMPAIGN MANAGER

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objectives Overview

Establish Operational Excellence

Develop and Implement Standard Operating Procedures

Identify critical processes, including lead qualification, call scripting, and sales call-flow, ensuring consistency and efficiency across the team. This may also involve ensuring all necessary technologies, lead sourcing and customer interaction strategies are set up prior to the start of a campaign and adjustment are made after launch.

establish, enhance and maintain performance

Establish key performance indicators (KPIs) to track and measure sales performance. Offer continuous support and coaching to launching agents, focusing on skill development, motivation, and performance improvement based on regular feedback and internal & client quality reviews.

Ensure Quality and Compliance

Create protocols for monitoring and evaluating call quality, ensuring that interactions meet company standards and regulatory requirements.

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objectives Overview

Foster a Collaborative Team Environment

• Promote a culture of collaboration by facilitating regular team meetings, sharing best practices, and encouraging open communication among team members.
• Implement a recognition and rewards system to celebrate individual and team successes.
• Gather feedback from team members on processes, tools, and support, using this input to make continuous improvements

Campaign optimization

• Provide training on relevant regulations and compliance standards to ensure that all team members adhere to legal and ethical guidelines during their interactions with prospects and customers.
• Perform regular audits of calls and processes to identify areas for improvement, address compliance issues, and ensure adherence to quality standards.
• Establish timelines for performance improvement and determine whichagents are the best fit for each project based on performance

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JOB EXPECTATIONS

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INTRODUCTION

✨ At the Call Gurus, we want you to be successful.✨

We know that you have high expectations about your journey here and how you can be a key player to continue growing your professional career and shine with us!

Working relationships are one of the most impactful aspects of life. And as any other relationship, both parts must agree on some rules that'll keep everyone happy, aligned and motivated. Please follow this guide to know more about our expectations. We want you to be a happy Guru!

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JOB EXPECTATIONS

Click on the "+" symbols to know see all the information.

TIME MANAGEMENT

Attitude & Voice

Script & Quality

Punctuality

Shows commitment and respect for other people's time.

Being a telecommunications company our phone interactions with customers are critical.

Our scripts have been prepared by the best experienced staff in our company and have been proven to work.

Any time unnecessarily wasted can be seen as call avoidance. It's important that we stay on top of all our metrics.

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JOB EXPECTATIONS

Click on the "+" symbols to know see all the information.

objection stoppers and Rebuttals

Scripted answers

Moving the call forward and closing

Qualifiers

Before we end our interaction with the customer we have to make sure that they qualify for the product or service.

When questions are asked by customers we have to answer in the best informative and professional form.

Our main goal is to close deals and this requires moving the calls forward after providing responses and closing calls.

The majority of our campaigns are production driven and many times rebuttals are required to achieve our campaign goals.

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JOB EXPECTATIONS

discipline

performance

We want to provide our agents with the best chance to succeed by providing them the best training experience and setting the proper expectations.

When someone is not performing we have to make sure that they are following our listed expectations.

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Disciplinary actions

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DIsciplinary actions

4. JOB ABANDON

2. UNJUSTIFIED ABSENCES

3. MEDICAL LEAVE

1. TARDIES

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DIsciplinary actions

8. CALL BEHAVIOURS

6. pto

7. UNPRODUCTIVE TIME

5. Uto

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DIsciplinary actions

12. FRAUDULENT BEHAVIOUR

10. Quality Assurance

11. iNAPROPRIATE BEHAVIOUR

9. CAMPAIGN KPI's

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Performance bonus

Tiers

qa rEQUIREMENT

• We need to have at least 90% in QA scores following the 98% accuracy expectations on script.
• No Auto-fails
• No fraudulent xfers

• Minimum 95% adherence to your schedule
• No unjustified absences
• No early outs

$300

$220

$180

$130

Tier 4

Tier 3

Tier 2

Tier 1

ATTENDANCE & ADHERENCE REQUIREMENT

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Quality assurance & compliance

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Quality assurance & compliance

QA

FCC

DNC

FTC

Federal Communications Commision

Federal Trade Commission

Quality Assurance and Feedback

DO NOT CALL

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This is the end of the module. Thank you for your attention!

If you have any questions, please don't hesitate to ask.

Case study. criteria for decision making

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A great title

When we are told a story, it excites us, it can even move us, making us remember the stories up to 20 times more than any other content we may consume.

CARLOS ROSAS

Supervisor

• Lived in Minnesota for 19 years
• +6 years of Call Centre experience
• Experience in tech support, customer service and sales
• Has 2 dogs

about:

My Family

MAIN MOTIVATION:

• Boxing
• Listening to music

HObBIEs

What do you think it's the most important skill to develop at The Call Gurus? Communication What are your main recommendations for someone starting out with the company? Be patient and the will to learn

What is your main goal to accomplish this year? Professional goal: to become an Campaign Manager Personal Goal: I am planning on buying a car

GILBERTO NUÑO

Campaign Manager

• Lived in Oakland, California for 25 years
• +6 years of Call Centre experience
• Manager Support Team at AT&T for 3 years
• Has 2 pets

about:

My Family

MAIN MOTIVATION:

• Sports
• Spending time with the family

HObBIEs

What do you think it's the most important skill to develop at The Call Gurus? Working well with others What are your main recommendations for someone starting out with the company? Have patience and the ability to remain calm in stressful situations

What is your main goal to accomplish this year? Professional goal: continue my career progression to become an Operations Manager Personal Goal: I am planning on buying a second home

Rodrigo Medina

Supervisor

• Lived in Vancouver, Washington for about 12 years
• +8 years of Call Centre experience
• Has 3 cats & 1 dog
• 26 years old

about:

Financial freedom

MAIN MOTIVATION:

• Attending the gym Monday-Saturday
• Trying out new restaurants with Family & Friends

HObBIEs

What do you think it's the most important skill to develop at The Call Gurus? Communication. What are your main recommendations for someone starting out with the company? Learn a bit from everyone, because every Guru has skills that will make you improve

What is your main goal to accomplish this year? Professional goal: I would like to get better as a supervisor, get more align with all my daily duties. Personal Goal: I am planning on hitting 90 kgs and cut to 85 kg and just keeping a healthy/ athletic lifestyle.

Gabe JUAREZ

NPI Director

• Lived in Tennessee and California for 20 years
• Cold Calling experience

about:

My future self and achieving everything I could possibly be

MAIN MOTIVATION:

• Working out
• Swimming
• Reading

HObBIEs

What do you think it's the most important skill to develop at The Call Gurus? Training and Effective Communication What are your main recommendations for someone starting out with the company? Show up every day and work on yourselves outside of company tools and training

What is your main goal to accomplish this year? Complete everything on my vision board Why did you chose The Call Gurus as an employment opportunity? It's a place where you could be anyone you want to be.

It requires telemarketers to make specific disclosures of material information; prohibits misrepresentations; sets limits on the times telemarketers may call consumers; prohibits calls to a consumer who has asked not to be called again; and sets payment restrictions for the sale of certain goods and services.

Telemarketing Sales Rule

Alejandra Lara

Supervisor

• Lived in USA, CAN, AUS, EU & MX (last 4 years)
• +18 years of Operations, Training & QA experience
• BASc in Neuropsychology / Cambridge CELTA / MA in Data Science (current)
• 1 dog & 1 step-kid

about:

My Family

MAIN MOTIVATION:

• Traveling
• Cooking & discovering new restaurants/recipes
• Learning & developing new skills

HObBIEs

What do you think it's the most important skill to develop at The Call Gurus? Adaptability & resilience What are your main recommendations for someone starting out with the company? Be open to feedback and try to build a positive image of yourself by being reliable, honorable and pleasant to work with.

What is your main goal to accomplish this year? Professional goal: continue my MA program Personal Goal: enjoy more quality time with my family

82%

50%

Ensuring Compliance

qa audits

Speech analytics

Protecting PII & PCI

• Live audits
• Internal QA
• Client QA

Ensuring Compliance

TCPA

Rules for Contacting Customers

Telephone Consumer Protection Act

• automatic dialing systems
• established business relationship
• recorded messages
• DNC process