Marketing Systems Group

Presentation ByPatrick Francis

MSG voice is a US outbound process in which calling and communication takes place. In this process(MSG Voice) we segregate the residential, business numbers and other non-working numbers. This is done to enhance the telemarketing systems in the US.

Introduction on MSG Voice (Marketing systems group)

The introduction of MSG voice will be explained to the agents.

The agents will be told about the means of opening a call with the number which will be automatically dialed.

The agents will be explained not to address the customers as sir or madam and they will also be explained not to disclose their identity.

For all the questions that the customers ask, the agents are explained to follow the script and reply accordingly.

The agents are trained on mock calls before hitting the floor. 

Steps for training:

The agent is asked to strictly stick to the formal script given to them and not to elaborate further. As soon as the agent gets the required information, the agent is supposed to dispose the call in the opted menu and click the complete option to end the call. And immediately there after the next call is automatically transferred to their system.

Step 2 Explanation:

The agent is unaware whether the automatically transferred call to their system is a residence or a business call. Therefore the agent is strictly asked not to address the receiver as sir or madam. The agent is supposed to give an impression of having accidently dialed the number and to be politely cordial with the on going scenarios with out disclosing their identity.

Step3 explanation:

For every query of the recipient the agent is supposed to answer with the only script given to them and only then enquire again whether he has reached a business. Unless the agent obtains the required information the agent is not supposed to dispose the call.

Step 4 explanation:

All agents are given a special session of mock calls with the way the MSG process works.

Step5 explanation:

Quality control or Qc in short, is a process by which entities review the quality of all factors involved in production. A process through which a business seeks to ensure that production quality is maintained or improved and production errors are reduced or eliminated.

Quality control (QC)

Quality check is done through a recording software which is on the soft phone dialer. The agent’s calls are recorded the whole of 9 hours since the agent’s logs in till the agent’s logs out. The records will be audited by the quality analysts. The agent’s records will be audited for at least 3 times during the week. The flues done by the agents will be corrected by the Subject Matter Expert (SME) and the records will be documented.

Quality check

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