Telephony Promotion Agent Cycle 2 (TEMA C2) Video Profile

Summary

This video introduces the Telephony Promotion system, a key component of Cycle 2's digital operation center. It highlights how the system facilitates customer communication, product selection, and credit simulations through virtual assistants and telemarketing management. Agents, trained in various skills such as negotiation and culture, guide customers through the process, ensuring smooth transactions without requiring branch visits. The system operates in two shifts, from morning to late afternoon, aiming to offer the best service and become a trusted partner and solution for the community.

Takeaways

• 😀 The telephony promotion process involves communicating with customers regarding product selection in the multi-purpose theme cycle 2.
• 😀 The system used for communication is a virtual assistant (Travis engine), which follows up with customers based on initial interactions via Robocop.
• 😀 After the initial interaction, customers are contacted by agents through the Telemarketing Management System (TMS).
• 😀 The system is designed with quality control features to ensure customers are offered the right products and services.
• 😀 Customers are provided with a credit simulation to help them understand the offers better.
• 😀 Once an agreement is reached, agents gather necessary customer data and send it directly to the ACC branch, avoiding the need for customers to visit in person.
• 😀 Agents undergo various training programs, such as Multi-purpose Basic Training, negotiation skills, and cultural training, to improve service quality.
• 😀 The operational hours for theme cycle 2 are Monday to Friday, with two shifts: the first shift from morning until noon, and the second shift from 1 PM to 5 PM.
• 😀 The system and agency are continually evolving to be the best partner and solution provider for the community.
• 😀 The overall goal is to ensure a seamless, efficient service that reduces customer effort while maintaining high standards of customer support.

Q & A

What is the role of the Operation Center mentioned in the script?

The Operation Center plays a crucial role in communicating with customers regarding product selection, helping facilitate customer interactions during the telephony process.

What does 'multiguna tema cycle 2' refer to in the context of the script?

'Multiguna tema cycle 2' refers to a part of the telephony pillar system designed to help in customer communication, involving a variety of functions related to marketing and customer support.

What is the function of the marketing virtual assistant, or Travis engine?

The marketing virtual assistant, or Travis engine, follows up with customers based on communication initiated by Robocop, helping to engage and support customers further.

How does the telemarketing management system (TMS) aid in the customer follow-up process?

The telemarketing management system (TMS) helps agents follow up with customers effectively by tracking and managing the progress of each interaction after the initial communication.

What role does quality control play in the telephony process?

Quality control ensures that customer interactions are managed effectively, with measures in place to assess and maintain the standard of service provided.

How does the credit simulation process work for customers?

The credit simulation process offers customers an easy-to-understand representation of the credit options available, helping them make informed decisions about the products they are interested in.

What happens after the customer reaches an agreement with an agent?

Once an agreement is reached, the agent collects the necessary customer data, which is then sent directly to the ACC branch to streamline the process without requiring the customer to visit the branch.

What types of training are provided to agents to ensure quality service?

Agents are provided with various training programs, including 'multiguna basic training,' 'how to negotiate with customers,' 'how to handle customer queries,' and others, to ensure high-quality service.

What are the operational hours for the telephony service?

The telephony service operates from Monday to Friday, with two work shifts: the first shift runs from morning until 12 PM, and the second shift runs from 1 PM to 5 PM.

What are the long-term goals of the telephony service mentioned in the script?

The long-term goal of the telephony service is to continue evolving and become a trusted partner, offering the best solutions to the community.