Free Associate CRM Course (4Months)
Associate CRM:
Associate – CRM in the IT-ITeS Industry is also known as a Customer Service Associate, Customer Service Representative, Customer Care Executive, Customer Service Advisor, Helpdesk Coordinator, Customer Support Representative, Support Engineer, Support Consultant, Process Associate-Voice.
Brief Job Description: Individuals in this job receive and make telephone calls which are primarily scripted, basic and routine with the assistance of a computerised system. They answer inquiries, resolve problems, record complaints and/or receive feedback.
Personal Attributes: This job requires the individual to work independently and interact with customers. The individual should be result oriented and should also be able to demonstrate logical thinking and interpersonal skills and should have good typing speed
Collect payments over the telephone:
Performance Criteria
To be competent, you must be able to:
PC1. establish contact with customers, following your organization’s procedures
PC2. introduce yourself and the purpose of your call, following standard scripts
PC3. verify customer details and account status, following your organization’s procedures
PC4. make collections pitches to customers following standard scripts
PC5. handle customer queries, objections and rebuttals following standard scripts
PC6. negotiate payment terms with customers, within the limits of your competence and authority
PC7. refer issues outside your area of competence and authority to appropriate people, following your organization’s procedures
PC8. confirm with customers their commitment to make payments
PC9. obtain required financial information from customers, following your organization’s procedures
PC10. update customer account status, following your organization’s procedures
PC11. comply with relevant standards, policies, procedures and guidelines when collecting payments over the telephone
Organizational Context
You need to know and understand: KA1. your organization’s standards, policies, procedures and guidelines for collecting and processing payments over the telephone and your role and responsibilities in relation to this KA2. legislation, regulation, statutory requirements and government guidelines for collections pitches and verbal agreements that apply in the customers geographical area KA3. standard scripts and tools available for collections pitches, customer queries, objections and rebuttals and how to use these KA4. the importance of verifying customer details and account status KA5. the extent of your competence and authority to negotiate payment terms with customers KA6. relevant aspects of the organization’s credit terms and where payments fall outside these terms KA7. various methods of payment used by clients and the documentation required to process payments KA8. typical issues that may occur when collecting customer payments and how to address these KA9. where to refer issues outside your authority KA10. your organization’s systems and procedures for recording and updating customer details and account status B. Technical Knowledge You need to know and understand: KB1. methods and techniques for negotiating payment terms with customer KB2. types of queries regarding payments and standard responses to these KB3. methods used by your organization to obtain customer commitment and the importance of this KB4. methods used by your organization to obtain financial information from customers and the importance of this KB5. how to deal with different types of non-payments and problems
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate information accurately
SA4. seek clarification and advice from others
SA5. communicate orally with colleagues regarding queries
Professional Skills
Decision Making
You need to know and understand how to:
SB1. follow rule-based decision-making processes
SB2. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB4. build and maintain positive and effective relationships with customers
SB5. work effectively in a customer facing environment
SB6. deliver consistent and reliable service to customers
SB7. check that your own work meets customer requirements
SB8. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements
Problem Solving
You need to know and understand how to:
SB9. refer anomalies to the line manager
SB10. apply problem-solving approaches in different situations
SB11. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB12. pass on relevant information to others
SB13. analyze data and activities Critical Thinking
You need to know and understand how to:
SB14. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB15. check your work is complete and free from errors
Team Working
You need to know and understand how to:
SB16. work effectively in a team environment
SB17. work independently and collaboratively
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. store and retrieve information
SC3. agree objectives and work requirements
SC4. keep up to date with changes, procedures and practices in your role
Convert customer enquiries into sales:
Performance Criteria
To be competent, you must be able to:
PC1. use information provided by customers or accessed from the customer relationship management (CRM) system to identify any needs
PC2. identify suitable products/services to meet needs
PC3. make convincing sales pitches to customers following standard scripts
PC4. handle customer queries, objections and rebuttals following standard scripts
PC5. adapt your approach and style to customer preferences, within the limits of your competence and authority
PC6. refer issues outside your area of competence and authority to appropriate people, following your organization’s procedures
PC7. identify and act on opportunities to up-sell or cross-sell other products/ services to customers
PC8. confirm customer wishes and needs in order to close sales
PC9. obtain required financial information from customers, following your organization’s procedures
PC10. complete your organization’s post-sales procedures in order to complete/ fulfill sales
PC11. comply with relevant standards, policies, procedures and guidelines when converting customer enquiries into sales
Organizational Context
You need to know and understand: KA1. your organization’s standards, policies, procedures and guidelines for selling products and services and your role in applying these KA2. your organization’s range of products/services KA3. the purpose of the CRM database and how to use this to extract and record information KA4. standard scripts and tools available for sales pitches, customer queries, objections and rebuttals KA5. typical issues that may occur and how to address these KA6. where to refer issues outside your authority KA7. the importance of confirming customer wishes and needs and how to do this KA8. types of financial information required from customers and how to obtain this KA9. how to complete and fulfill sales B. Technical Knowledge You need to know and understand: KB1. how to use dialer KB2. how to read data using CRM system KB3. how to analyze information KB4. different questioning techniques and how to apply these KB5. how to match products/services to customer needs KB6. different opportunities for up-selling and cross-selling other products/services to customers KB7. different styles and approaches to use when working with customers KB8. how to adapt your style and approach to meet customers preferences KB9. current practice in sales and customer service
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate information accurately
SA4. seek clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB3. build and maintain positive and effective relationships with customers
SB4. work effectively in a customer facing environment
SB5. deliver consistent and reliable service to customers
SB6. check that your own work meets customer requirements
SB7. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements
Problem Solving
You need to know and understand how to:
SB8. apply problem-solving approaches in different situations
SB9. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB10. analyze data and activities
SB11. pass on relevant information to others
Critical Thinking
You need to know and understand how to:
SB12. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB13. check your work is complete and free from errors
Team Working
You need to know and understand how to:
SB14. work effectively in a team environment
SB15. work independently and collaborativel
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. use hardware and equipment like dialer specific to your role
SC3. store and retrieve information
SC4. agree objectives and work requirements
SC5. keep up to date with changes, procedures and practices in your role
Make outbound telesales calls:
Criteria
To be competent, you must be able to:
PC1. establish contact with customers, following your organization’s procedures
PC2. introduce yourself and the purpose of your call, following standard scripts
PC3. obtain information from customers to identify their needs
PC4. make convincing sales pitches to customers following standard scripts
PC5. handle customer queries, objections and rebuttals following standard scripts
PC6. adapt your approach and style to customer preferences, within the limits of your competence and authority
PC7. refer issues outside your area of competence and authority to appropriate people, following your organization’s procedures
PC8. identify and act on opportunities to up-sell or cross-sell other products/ services to customers
PC9. confirm customer wishes and needs in order to close sales
PC10. obtain required financial information from customers, following your organization’s procedures
PC11. complete your organization’s post-sales procedures in order to complete/ fulfill sales
PC12. comply with relevant standards, policies, procedures and guidelines when making outbound telesales calls
Organizational Context
You need to know and understand: KA1. your organization’s standards, policies, procedures and guidelines for making telesales calls and your role and responsibilities in relation to these KA2. your organization’s sales plan and priorities KA3. standard scripts and tools available for sales pitches, customer queries, objections and rebuttals KA4. typical issues that may occur and how to address these KA5. where to refer issues outside your authority KA6. types of financial information required from customers and how to obtain this KA7. the importance of confirming customer wishes and needs and how to do this KA8. how to use your organization’s tools, systems and procedures for recording, completing and fulfilling customer sales B. Technical Knowledge You need to know and understand: KB1. the importance of introducing yourself and the purpose of the call KB2. different styles and approaches to use when working with customers KB3. how to adapt your style and approach to meet customers preferences KB4. different questioning techniques for identifying customer needs and how to apply these KB5. how to match products/services to customer needs KB6. different opportunities for up-selling or cross-selling other products/services to customers KB7. current practice in sales and customer service
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. listen effectively and orally communicate information accurately
SA4. ask for clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
Customer Centricity
You need to know and understand how to:
SB3. build and maintain positive and effective relationships with customers
SB4. work effectively in a customer facing environment
SB5. deliver consistent and reliable service to customers
SB6. check that your own work meets customer requirements
SB7. carry out rule-based transactions in line with customer-specific guidelines/procedures/rules and service level agreements
Problem Solving
You need to know and understand how to:
SB8. apply problem-solving approaches in different situations
SB9. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB10. analyze data and activities
SB11. pass on relevant information to others
Critical Thinking
You need to know and understand how to:
SB12. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB13. check your work is complete and free from errors
Team Working
You need to know and understand how to:
SB14. work effectively in a team environment
SB15. work independently and collaboratively
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. store and retrieve information
SC3. agree objectives and work requirements
SC4. keep up to date with changes, procedures and practices in your role
Deal remotely with customer queries:
Performance Criteria
To be competent, you must be able to:
PC1. greet customers and verify their details, following your organization’s procedures
PC2. listen carefully to customers and ask appropriate questions to understand the nature of queries
PC3. summarize, and obtain customer confirmation of, your understanding of queries
PC4. express your concern for any difficulties caused and your commitment to resolving queries
PC5. record and categorize queries accurately using your organization’s query management tool
PC6. refer queries outside your area of competence or authority promptly to appropriate people
PC7. access your organization’s knowledge base for solutions to queries, where available
PC8. resolve queries within your area of competence or authority in line with organizational guidelines and service level agreements (SLAs)
PC9. obtain advice and guidance from appropriate people, where necessary
PC10. obtain confirmation from customers that queries have been resolved to their satisfaction
PC11. record the resolution of queries accurately using your organization’s query management tool
PC12. comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries
Organizational Context
You need to know and understand: KA1. your organization’s standards, policies, procedures, guidelines and service level agreements for dealing with customer queries and your role and responsibilities in relation to these KA2. your organization’s management tools and systems for recording, categorizing and resolving customer queries KA3. your organization’s customer relationship management (CRM) tools and systems and how to use these KA4. the importance of documenting, classifying and prioritizing customer queries KA5. your organization’s knowledge base and how to use this to identify solutions KA6. where to refer queries outside your authority KA7. who to seek advice and guidance from KA8. the importance resolving customer queries KA9. standard tools, templates and scripts available for dealing with customer queries KA10. limits of your role and responsibilities in relation to customer queries KA11. the importance of keeping customers informed about timescales for progress and resolution of customer queries KA12. typical response times for customer queries and the importance of these B. Technical Knowledge You need to know and understand: KB1. relevant standards, policies, procedures and guidelines that apply when dealing with customer queries KB2. relevant product reference guides or support materials to resolve queries KB3. common types of customer queries and how to resolve them KB4. different styles and approaches when working with customers KB5. techniques for conveying concern and commitment KB6. different questioning techniques for understanding customer queries KB7. issues that may affect customer satisfaction and how to deal with these KB8. current practice in customer service
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. communicate with others in writing
SA2. complete accurate well written work with attention to detail
Reading Skills
You need to know and understand how to:
SA3. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA4. listen effectively and orally communicate information accurately
SA5. ask for clarification and advice from others
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
SB2. follow rule-based decision-making processes Plan and Organize
You need to know and understand how to:
SB3. plan and organize your work to achieve targets and deadlines Customer Centricity
You need to know and understand how to:
SB4. build and maintain positive and effective relationships with customers
SB5. work effectively in a customer facing environment
SB6. deliver consistent and reliable service to customers
SB7. check that your own work meets customer requirements
SB8. carry out rule-based transactions in line with customer-specific guidelines, procedures, rules and service level agreements
Problem Solving
You need to know and understand how to:
SB9. apply problem-solving approaches in different situations
SB10. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB11. pass on relevant information to others
SB12. analyze data and activities
Critical Thinking
You need to know and understand how to:
SB13. apply balanced judgments to different situations
Attention to Detail
You need to know and understand how to:
SB14. check your work is complete and free from errors
Team Working
You need to know and understand how to:
SB15. work effectively in a team environment
SB16. work independently and collaboratively
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively to input and/or extract data accurately
SC2. store and retrieve information
SC3. identify and refer anomalies in data
SC4. keep up to date with changes, procedures and practices in your role
Manage your work to meet requirements:
Performance Criteria
To be competent on the job, you must be able to:
PC1. establish and agree your work requirements with appropriate people
PC2. keep your immediate work area clean and tidy
PC3. utilize your time effectively
PC4. use resources correctly and efficiently
PC5. treat confidential information correctly
PC6. work in line with your organization’s policies and procedures
PC7. work within the limits of your job role
PC8. obtain guidance from appropriate people, where necessary
PC9. ensure your work meets the agreed requirements
Organizational Context
You need to know and understand: KA1. your organization’s policies, procedures and priorities for your area of work and your role and responsibilities in carrying out your work KA2. limits of your responsibilities and when to involve others KA3. your specific work requirements and who these must be agreed with KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize your workload according to urgency and importance and the benefits of this KA6. your organization’s policies and procedures for dealing with confidential information and the importance of complying with these KA7. the purpose of keeping others updated with the progress of your work KA8. who to obtain guidance from and the typical circumstances when this may be required KA9. the purpose and value of being flexible and adapting work plans to reflect change B. Technical Knowledge You need to know and understand: KB1. the importance of completing work accurately and how to do this KB2. appropriate timescales for completing your work and the implications of not meeting these for you and the organization KB3. resources needed for your work and how to obtain and use these
Generic Skills
Writing Skills
You need to know and understand how to:
SA1. complete accurate work with attention to detail
Reading Skills
You need to know and understand how to:
SA2. read instructions, guidelines, procedures, rules and service level agreements
Oral Communication (Listening and Speaking skills)
You need to know and understand how to:
SA3. ask for clarification and advice from line managers
SA4. communicate orally with colleagues
Professional Skills
Decision Making
You need to know and understand how to:
SB1. make a decision on a suitable course of action
Plan and Organize
You need to know and understand how to:
SB2. plan and organize your work to achieve targets and deadlines
SB3. agree objectives and work requirements
Customer Centricity
You need to know and understand how to:
SB4. deliver consistent and reliable service to customers
SB5. check that your own work meets customer requirements
Problem Solving
You need to know and understand how to:
SB6. refer anomalies to the line manager
SB7. seek clarification on problems from others
Analytical Thinking
You need to know and understand how to:
SB8. provide relevant information to others
SB9. analyze needs, requirements and dependencies in order to meet your work requirements
Critical Thinking
You need to know and understand how to:
SB10. apply judgments to different situations
Attention to Detail
You need to know and understand how to:
SB11. check your work is complete and free from errors
SB12. get your work checked by peers
Team Working
You need to know and understand how to:
SB13. work effectively in a team environment
Technical Skills
You need to know and understand how to:
SC1. use information technology effectively, to input and/or extract data accurately
SC2. identify and refer anomalies in data
SC3. store and retrieve information
SC4. keep up to date with changes, procedures and practices in your role
Guidelines for Assessment:
- Criteria for assessment for each Qualification Pack (QP) will be created by the Sector Skill Council (SSC). Each performance criteria (PC) will be assigned Theory and Skill/Practical marks proportional to its importance in NOS.
- The assessment will be conducted online through assessment providers authorised by SSC.
- Format of questions will include a variety of styles suitable to the PC being tested such as multiple choice questions, fill in the blanks, situational judgment test, simulation and programming test.
- To pass a QP, a trainee should pass each individual NOS. Standard passing criteria for each NOS is 70%.
