It is a document from which the best practices of communication with the client, sales skills, collections or service are compiled. It corresponds to the contact structures that the advisor must use when contacting the client in any of the interaction channels. 

It includes:

    Services:

1. Answer within the established time (ASA and TSF).
2. Use of professional protocols.
3. Listen carefully to what is stated by the client.
4. Record the information.
5. Respond according to what is established in the FAQ.
6. Stay calm at all times.
7. Comply with what you promise.
8. Achieve personal management goals.

    Sales:

1. Indicators to be met (number of dials, number of contacts).
2. Use professional protocols (Presentation and treatment). 
3. Makes an adequate survey of needs (way of inquiring from the client).
4. It presents benefits of obtaining the service (reasons why you should buy the service). 
5. Respond according to what is established in the objection manual (How to refute the reasons why you do not buy). 
6. Advances the closing process (Amount, date and amount of payment).
7. Complies with what is committed (Commitments that can be established). 
8.   Achieve management objectives (Number of sales to achieve).

    Collections:

1. Indicators to be met. (number of dials, number of contacts).
2.   Communicates effectively with the customer (product, age of arrears, amount of money owed).
3. Listen carefully to what is stated by the client. 
4. Respond according to the provisions of the objection manual. 
5. Negotiation closing (amount, payment commitment).
6. Remain calm at all times. 
7. It complies with what it is committed to (Commitments that can be established). 
8. Achieve management objectives (Number of sales to achieve). 

Characteristics:

• Duration 12 Hours.
• Success stories in similar campaigns.
• Customized to the conditions of each campaign.
• Multichannel; phone, chat, facebook, email, others.

Profits:

• Increase FCR.
• CEX improvement (customer experience).
• TMO decrease.
• Decrease in care costs.

Aimed at: Sales, service and collections campaigns.

Teleaccion services have a high content of technical and specialized development according to the conditions of each operation. Therefore for all products we will contact  with you to “calibrate” your needs and develop the product to meet them.

If you have any disagreement with our service or any of our products  Please contact us at +57 310 779 2197 and we will gladly resolve your concern.