Campaign Manual
Definition
Service:
Answer within the established time (ASA and TSF).
Use professional protocols.
Listen carefully to what is stated by the client.
Record the information.
Respond according to what is established in the FAQ.
Remain calm at all times.
It complies with what it is committed to.
Achieve personal management goals.
Sales:
Indicators to be met (Number of dials, number of contacts).
Use professional protocols (Presentation and treatment).
Makes an adequate survey of needs (Form of inquiring to the client).
It presents benefits of obtaining the service (Reasons why you should buy the service).
Respond in accordance with the provisions of the Manual of Objections (How to refute the reasons why you do not buy).
Advances the closing process (Amount, date and amount of payment).
It complies with what it is committed to (Commitments that can be established).
Achieve management objectives (Number of sales to achieve).
Collections:
Indicators to be met (Number of dials, number of contacts).
Use professional protocols (Presentation and treatment).
Makes an adequate survey of needs (Form of inquiring to the client).
It presents benefits of obtaining the service (Reasons why you should buy the service).
Respond in accordance with the provisions of the Manual of Objections (How to refute the reasons why you do not buy).
Advances the closing process (Amount, date and amount of payment).
It complies with what it is committed to (Commitments that can be established).
Achieve management objectives (Number of commitments to achieve).
It is a document where 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.
Contents of campaign manuals:
Characteristics
Success stories in similar campaigns.
Customized to the conditions of each campaign.
Multichannel. Phone, Chat, Email, Facebook, Others.
Profits
Increase FCR.
CEX (Customer Experience) improvement.
TMO decrease.
Decrease in care costs.
Addressed to
Sales, service and collections campaigns.
