From your brief, I infer that you do not have a selling task on hand but your value addition could be through the fulfilment of information required by your customer. Do I get it right. Based on my experience with telemarketing and CRM initiatives over phone, there are three pitfalls that normally happen: (a) The absence of proper listening (b) the urge to interrupt the caller at will and (c) the improper pace of delivery of message. Out of these, the first lacunae has been causing the incomplete solution or information to the caller-customer. Therefore, right at the beginning of the assignment, I would advice you to be wary of these pitfalls.
What kind of summary feedback should be presented to your team head:
a. Regionwise callers
b. Individual problem/information requirement:Classify
c. Quantify customers who made repeat calls for same information or made repeat calls for additional or fresh information.
d. Any specific problem or information needed by most of customers
Your team leader is quite right in asking for a presentation because it could help the team leader to give you guidelines for future call initiatives and also obtain the pattern of requirement on the part of your customer. This would enable the organisation to modify the CRM input suitably. Therefore, apart from quantifying your effors, your presentation would be a valuable feedback to your organisation.
I wish you best of luck in your efforts.
19th March 2006
Thank You Very much for the help.
I got some idea as to how tho go about the same.
I'l have to do the presentation on my learnings for this month
& any critical cusotmer that I've handled, +ve & -ve thngs etc.
I hope i'l be able to do it well.
Thank U once again
20th March 2006 From Germany , Walldorf