Call Volume: A goal of making 150 to 200 outbound connected calls per day. This would ensure a high level of outreach and customer engagement.
2.
Call Duration: A target of 300 minutes (5 hours) of total talk time per day to meet the desired sales and service goals.
3.
Sales Focus: The role will involve hardcore selling, meaning the call center agents must be assertive and persuasive in promoting the services and products offered.
4.
Product Offering: The primary focus is on selling medicines and related healthcare services via outbound calls, which requires in-depth product knowledge and effective communication skills to drive sales.
To meet these targets, agents will need to be well-trained in both the sales process and the healthcare offerings, ensuring that they can handle a high call volume while also providing valuable information to customers.
Responsibilities:
1.
Customer
Inquiries & Issue Resolution:
o Address customer inquiries regarding medications, prescriptions, and healthcare products.
o Resolve complaints promptly to ensure customer satisfaction.
2.
Prescription
Review
o Verify the accuracy, authenticity, and compliance of prescriptions with relevant regulations.
- Collaboration:
o Work with the dispensing team for the timely and accurate delivery of medications.
o Maintain detailed customer interaction records in the CRM system.
o Use CRM data to identify trends and suggest improvements in customer service.
- Team Coordination:
o Work closely with sales, support, and pharmacy teams to ensure smooth service delivery.
- Training & Knowledge Sharing:
o Assist in training customer support staff on pharmaceutical knowledge and best practices.
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Preferences & Key Skills:
- Healthcare & Pharmaceutical Knowledge:
o Basic knowledge about medications, supplements, and healthcare products is preferred.
o Familiarity with legal and regulatory guidelines in the healthcare field is necessary.
- Multitasking & Time Management:
o Ability to manage multiple tasks efficiently, ensuring prompt responses and prioritizing urgent requests.
3.
Sales
Skills
o Suggest complementary products to customers and provide personalized recommendations to drive sales (upselling).
4.
Technology
Proficiency
o Skilled in using chat and email software to communicate effectively with customers.
5.
Handling Difficult
Situations
o Clear and qualified communication is needed, especially when handling difficult customer situations.