Telecaller

Position: Telecaller

Department: Sales & Marketing

Reports To: Business Manager / Sales Manager

Objective:

Generate qualified leads, schedule appointments for the sales team, maintain customer relationships, and contribute to the company's sales pipeline through effective communication and follow-up.

Daily Responsibilities

·       Make outbound calls to new and existing leads.

·       Receive incoming customer inquiries and provide basic information about the company's interior design services.

·       Qualify leads based on budget, location, and project requirements.

·       Schedule appointments/site visits for the sales team or designers.

·       Follow up with previous inquiries and pending quotations.

·       Maintain accurate customer records in the CRM or Excel.

·       Update daily call reports and lead status.

·       Coordinate with the sales, design, and operations teams regarding customer appointments.

·       Respond promptly to WhatsApp messages, emails, and customer queries.

·       Collect customer feedback after meetings or project completion.

·       Maintain professional communication etiquette during every customer interaction.

Weekly Responsibilities

·       Achieve the weekly target for outbound calls.

·       Meet the weekly qualified lead generation target.

·       Review pending leads and prepare a follow-up action plan.

·       Coordinate with the marketing team regarding campaign-generated leads.

·       Verify that all appointments are attended and update their outcomes.

·       Prepare and submit a weekly lead conversion report.

·       Identify inactive or lost leads and re-engage them.

·       Participate in the weekly sales meeting.

·       Suggest improvements in call scripts based on customer feedback.

Monthly Responsibilities

·       Achieve the monthly lead generation and appointment targets.

·       Meet the monthly conversion KPI assigned by management.

·       Prepare a monthly performance report covering:

o  Total calls made

o  Leads generated

o  Appointments fixed

o  Site visits completed

o  Sales conversions

o  Pending follow-ups

·       Update and clean the customer database.

·       Analyze common customer objections and recommend improvements.

·       Support promotional campaigns and seasonal offers.

·       Coordinate with management to improve customer satisfaction.

·       Attend product and service knowledge training sessions.

·       Contribute ideas to improve the telecalling process and customer experience.

Key Performance Indicators (KPIs)

·       Number of outbound calls per day

·       Number of qualified leads generated

·       Appointments scheduled

·       Site visits completed

·       Lead-to-sale conversion rate

·       Customer follow-up completion rate

·       Customer satisfaction score

·       CRM/data accuracy

·       Monthly revenue generated from converted leads

Required Skills

·       Excellent communication skills in Hindi, English, and Odia (preferred).

·       Confident and persuasive telephone etiquette.

·       Good listening and objection-handling skills.

·       Basic knowledge of interior design services and products.

·       Proficiency in MS Excel, Google Sheets, and CRM software.

·       Ability to multitask and manage follow-ups efficiently.

·       Positive attitude and target-oriented mindset.

·       Strong organizational and time management skills.