Telecalling Executive

Key Roles & Responsibilities

• Reach out to identified customers through outbound calling activities.

• Educate customers on the importance of asset and loan protection through 

insurance.

• Explain product features, benefits, exclusions, and value proposition in a simple 

and customer-friendly manner.

• Address customer queries and build confidence around the protection plan 

offerings.

• Coordinate with branch teams and sales representatives for customer follow-ups 

and closures.

• Maintain accurate records of customer interactions, dispositions, and follow-up 

status.

• Ensure compliance with regulatory and internal communication guidelines during 

all customer interactions.

• Support lead generation and conversion activities for insurance enrollment.

• Drive customer engagement initiatives and improve customer awareness regarding 

financial protection.

Key Result Areas (KRAs)

1. Customer Outreach & Engagement

• Number of outbound calls completed per day/month.

• Number of customers successfully connected and engaged.

• Follow-up adherence and customer response rate.

2. Insurance Awareness & Education

• Quality of customer conversations and product explanation.

• Increase in customer awareness regarding protection plans.

• Customer feedback and interaction quality scores.

3. Lead Generation & Conversion Support

• Number of qualified leads generated.

• Insurance conversion support provided to sales/branch teams.

• Improvement in insurance penetration across assigned customer base.

4. Productivity & Performance

• Daily/weekly productivity achievement against assigned targets.

• Call handling efficiency and talk-time effectiveness.

• Adherence to calling schedules and reporting timelines.

5. Compliance & Process Adherence

• Compliance with approved scripts and regulatory guidelines.

• Accurate CRM/system updates and documentation.

• Zero tolerance for mis-selling or incorrect communication.

6. Customer Experience

• Positive customer interaction and relationship management.

• Resolution/support provided for customer concerns.

• Contribution towards improving overall customer satisfaction