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Call Centre Careers: Roles & Qualifications
Direct Marketing Associate (Business or Consumer)
Top responsibilities
Key objectives
Who Direct Marketing Associates deal with
Top responsibilities:
Through the medium of inbound and outbound calls, as well as e-contacts, Direct Marketing Associates (DMAs) are responsible for selling (including developing and maintaining sales) to prospective (including winbacks) and current clients. This is accomplished by providing information on Bell products and services to consumers or small/medium business clients,
to the overall satisfaction of the clients.
Consumer DMAs sell a wide range of products, such as: ExpressVu, STS (smart touch services), Sympatico, Bell Mobility, care plans, phone lines, local and long-distance, and other emerging products and services.
Business DMAs sell a wide array of products and services, such as: Internet (high speed, Web hosting), Internet - backup and desktop security, ADSL (dedicated high speed), phone lines, local and long-distance, STS (smart touch services), toll-free numbers, Bell Mobility, and other emerging products and services.
Sales territory:
DMAs initiate calls via Bell Dialer (outbound) or manually, and receive customer calls via Bell Queue (inbound) or e-contact.
Key objectives
Working from Bell Queue, Dialer, or e-contacts, and through use of provided scripts, call flows and protocols, DMAs:
- Respond to routine queries
- Use directed questioning techniques to determine needs
- Identify client needs and capitalize on potential sales opportunities
- Promote products/services with the intent to sell, up-sell and retain current business
- Select and apply appropriate recommendations
- Educate clients on products/services
- Secure client orders
- Seek and receive functional guidance from the Team Coordinators/Sales Managers
- Identify and escalate significant issues to the Team Coordinators/Sales Managers for resolution, or to another Bell department
- Refer to policies and procedures when necessary
- Occasionally personalize proposals using standard templates and tools (BDMA)
- For BDMA: Probe when identifying out-of-scope leads, and partner with other sales connections (Enterprise, SMB, etc.) to ensure proper continuity of identified leads
Who Direct Marketing Associates deal with:
- Develops short-term rapport with clients and internal support functions
- Provides client feedback to Team Coordinators or Managers on marketing lists, positioning or products and services
- Seeks guidance and coaching from the Team Coordinator
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