MoMo Outbound Training

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MoMo Outbound Training. December 2021.

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Table of contents. Soft skills Basic communication Outbound communication skills Relationship building Call expectations Escalation Call recordings.

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Soft Skills. Soft skills can be defined as the character traits and interpersonal skills that characterizes a person’s relationship with those around them They are a combination of productive personality traits that define one’s relationship in a social and working environment There are essential soft skills that are needed in different workplaces across different industries. It is proven that people with good soft skills have an awareness and emotional intelligence to navigate difficult working environment whilst still producing positive results Another benefit of soft skills in the workplace is that they help people to adapt to changing environments In the workplace, soft skills are essential as they help companies achieve higher levels of efficiency and productivity.

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Let’s look at some examples of soft skills in our sales environment, as a promoter.

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Let’s look at some examples of soft skills in our sales environment, as a promoter.. cont.

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Different types of customers. Talkative . Like to chatter about anything & • Someone who really enjoys person to person interaction before a purchase Angry • Usually upset about something related to service or a product • Someone who feels that they are not heard or understood Know it all • This person did there homework to ensure they are well informed • Someone who knows more about the product than you do to ensure they are not set-up Indecisive • They have an idea of what they want but tends to be to scared to commit so they ask your opinion • They reassurance that what they are choosing is the correct option Suspicious • Don't trust anything you say and will try and catch you out • They have experienced bad service • They have been either done in or lied to.

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Dealing with different types of customers (Role Play).

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Let’s get some motivation… what makes me the right person?.

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Basic Communication in the workplace. What is Communication? Communication at its core is the act of giving and receiving information Therefore , in order to ensure communication is effective, we need to make sure that what the one person says, and what the other person hears are interpreted the same way Plainly , just saying something and hoping it would be received as you intend it, especially in the work environment is just not an efficient way of communicating . S o today you will learn about the different types of communication and how to use these effectively.

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Different types of communication in the workplace.

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Transfer of Communication. Effective communication therefore relies on a common understanding of the topic When we (at work)when we speak about escalations, we have a common understand of what we are referring to –We all work with this ‘topic’ daily, it’s known to us and we do not need to explain to each other what we are referring to However, if you ask a person completely outside of telecommunications, outside of the field to explain what an escalation is, would he / she have the same common understanding as your peers? From the above you can see, in order to communicate effectively first you need to establish a Common Ground on the topic in discussion What if communication is obstructed by noise or a language barrier? ( Calling a customer whilst being in a noisy area) What if communication is obstructed because of personal beliefs/ values/ preferences? (Customers who prefer using a different network or banking apps to perform the same service) What if the communication is obstructed because of the person’s inability to express themselves? (lack of product knowledge) Can you now see where we go wrong?.

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Outbound Communication Skills. Pay full attention to what your customer is saying Practice active listening, if the customer wants to talk or complain, we need to listen Master your tone of voice Be empathetic towards customer needs Understand what's not being said (you should know what your customer needs even if you don’t). Interact in means of giving different examples regarding this Speak using specific detail about the product or service Know your product Be genuinely curious about your customers, your product etc. If you don’t know the answer to a question, say so rather than talking up untruths Always be honest Be persistent but not pestering Be comfortable with silence.

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Telephone etiquette. What is phone etiquette? Phone etiquette is the way you use manners to represent yourself and your business to customers via telephone communication. This includes the way you greet a customer, your body language, tone of voice, word choice, listening skills and how you close a call Why is it important? Proper phone etiquette is important to your company because it's usually the first contact point for a customer and represents how your business will treat them in other conversations. Make sure to leave a great, lasting impression on every customer who calls your business.

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Telephone etiquette. How can I improve my phone etiquette? To improve your phone etiquette and ensure your customers receive an excellent experience, implement the 7 tips outlined below. Know WHY you are calling. ... Don’t play with words, get to the point directly and convey the required information Speak with an Inviting Tone. ... Keep a pleasant voice pitch, use warm wishes like “Good Morning, “How are you Sir/Mam” Match your caller’s pace ... Do not talk too fast or too slow, listen to your customer they will guide you.

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Telephone etiquette. How can I improve my phone etiquette? Be extra helpful & enthusiastic. ... Have a positive attitude and always ask if there is anything else they would like you to assist them with Ask permission. ... “Can I please have a moment of your time” Say thank you! ... Saying Thank You shows gratitude Confidence is Key. … If you don’t believe in what you are selling who will? Believe it and your customer also will.

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Building relationships with your customers. Build Rapport Over the Phone with Your Caller Using These 5 Tips.

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Elements Of Relationship Building. xuoss zuoas us.

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Light bulb on yellow background with sketched light beams and cord.

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Light bulb on yellow background with sketched light beams and cord.

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Light bulb on yellow background with sketched light beams and cord.

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Light bulb on yellow background with sketched light beams and cord.

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Person watching empty phone. Escalations. When a promoter cannot provide an answer or solution to a customer’s issue, they’ll need to pass the issue along to their line manager The escalation process aims at giving quality feedback to the company about the issues that customers have with their product or service. It is important to know when and how to escalate Let’s look at the different reasons a promoter would escalate their call When a customer is uncontactable ( Voicemail, No answer, Wrong number) When a customer has a complaint that a promoter can’t solve When a customer is not interested When a customer has technical issues.

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Escalation Process. * O 98% 09:17 Call Answered recording complete 0:00 First Name: NTHABI*NG PRECIOUS Last Name: Escalate call to manager Escalation Reason Escalation Reasons Technical Not Interested Complaints p.d by PMG.

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Escalations. Remember that we follow a 3-day escalation rule with exceptions to ported numbers and “not interested” It is important to do your best as a promoter to reach a customer and educate them on MoMo . This will ensure an increase in transactions and more activity on their accounts Following the 3-day escalation rule involves trying to get hold of the customer of the span of 3 days This means that everyday for 3 days, contact to the customer must be made You are required to make contact in intervals of at least 3-4 hours, this will ensure that the escalation is accurate and that you have tried your best to get hold of a customer Once you follow the escalation process and successfully escalate to your mentor, your mentor checks the accuracy of your escalation Depending on the escalation, your mentor will resolve the escalation or forward it to MTN This will also add on to the feedback regarding the full customer journey and general improvements or concerns we need to work on.

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Call Recordings. Kamogelo Tsoku Nkululeko Nkosi Nkululeko Nkosi Nkululeko Nkosi R&cca Motsumi Again Phindile Mthombeni MLONDI THOBANI ROY NICHOLAS ZUKISANI BOITUMELO KCODISO INNOCENTIA THAPELO MILTON 27640054031 27839490962 27737042ü 27738296988 27780671219 27737224744 Welcome Call Campaign - Phase 9 Welcome Call GP2 Campaign • Phase 9 welcome Call GP2 Campaign -Phase 9 Welcome Call GP2 Campaign Phase 9 Welcome Call Campaign Phase 9 welcome Call Campaign - Phase 9 Audio permission denied Audio permission denied Audio permission denied Audio permission denied.

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Call Recordings. Please follow the below steps: Please close your app completely Go to Chrome Go to Settings Go to Site Settings Click on All Sites Search bizeff.online The Click on Clear and Reset It is compulsory for all promoters to allow/accept all permissions regarding the app call recordings, as this forms part of the Quality Management process After these steps, open the app again. This will ensure that all calls that are recorded will be visible as a blue MP3 icon.

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Call Recordings. Now that we have allowed the app to record the calls, let’s learn how to record Dial the number from your app on your call list for the day Wait for the customers phone to ring As soon as the customer answers their phone, minimize the dialing pad and go back to your app Go to “Call answered”. The automated recording function will kick in and start recording your call Please wait until you are done with the customer, and they have dropped the phone Proceed to press the small recording microphone to end the recording of the call You can now answer the questions below and proceed to submit the feedback From today’s training, let’s see how much you have learned Please follow the link below: https://forms.office.com/Pages/ResponsePage.aspx?id=-sSoRtN9u0iZ3vZDTEYFh-AMjA3jDKFEmTQm98Iw0KNUOTZaUzhKRU5GM09PQlpCMzc4VlYzQVNSRS4u (This link will be shared through WhatsApp).

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Data Validation & Tools of Trade. All feedback submitted via the app needs to be accurate as this is used to measure Promoters, productivity and performance which is ‘Validated’ by MTN Provide accurate information on the app. As this allows business to run effectively and efficiently and make informed decisions Feedback to be submitted immediately after each call All settings on the device needs to be on automatic (Manually changing the date and time is prohibited) Non-business related apps are forbidden on the device (WhatsApp is acceptable for communication purposes) Business tools are to be kept in good working condition and may only be used as directed for the purpose intended and not for personal use Should business tools get lost/stolen, break or be damaged. This must be reported to the line manager immediately Airtime and Data must be used for the intended purpose as directed by PMG.

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Thank you. . MEDIA GRa.JP. .