-
When
prospect has expressed a desire to acquire
a product through the bank's internet site/call
centre/Branch or through the Relationship
Manager at the bank or has been referred to
by another prospect/customer or is an existing
customer of the bank who has given consent
for accepting calls on other products of the
bank.
-
When
the prospect's name/telephone no/ address
is available & has been taken from one
of the lists/directories/databases approved
by the DSA Manager/Team leader, after taking
his/ her consent.
The TME
should not call a person whose name/number is
flagged in any "do not disturb" list
made available to him/her.
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3.0 When you may contact a prospect on telephone
Telephonic
contact must normally be limited between 0930
Hrs and 1900 Hrs. However, it may be ensured
that a prospect is contacted only when the call
is not expected to inconvenience him/her.
Calls earlier
or later than the prescribed time period may
be placed only under the following conditions:
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4.0
Can the prospect's interest be discussed with
anybody else?
DSA should
respect a prospect's privacy. The prospect's
interest may normally be discussed only with
the prospect and any other individual/family
member such as prospect's accountant/secretary
/spouse, authorized by the prospect.
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4.1
Leaving messages and contacting persons other
than the prospect.
Calls must
first be placed to the prospect. In the event
the prospect is not available, a message may
be left for him/her. The aim of the message
should be to get the prospect to return the
call or to check for a convenient time to call
again. Ordinarily, such messages may be restricted
to:
As a general
rule, the message must indicate:
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5.0 No misleading statements/misrepresentations
permitted
-
Mislead
the prospect on any service / product offered;
-
Mislead
the prospect about their business or organization's
name, or falsely represent themselves.
-
Make
any false / unauthorised commitment on behalf
of XXXBank for any facility/service.
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6.0
Telemarketing Etiquettes
PRE CALL
No calls prior to 0930 Hrs or post 1900 Hrs
unless specifically requested.
- No serial dialing
- No calling on lists unless list is cleared
by team leader
DURING
CALL
- Identify yourself, your company and your principal
- Request permission to proceed
- If denied permission, apologize and politely
disconnect.
- State reason for your call
- Always offer to call back on landline, if
call is made to a cell number
- Never interrupt or argue
- To the extent possible, talk in the language
which is most comfortable to the prospect
- Keep the conversation limited to business
matters
- Check for understanding of "Most Important
Terms and Conditions" by the customer if
he plans to buy the product
- Reconfirm next call or next visit details
- Provide your telephone no, your supervisor's
name or your bank officer contact details if
asked for by the customer.
- Thank the customer for his/her time
POST CALL
- Customers who have expressed their lack of
interest for the offering should not be called
for the next 3 months with the same offer
- Provide feedback to the bank on customers
who have expressed their desire to be flagged
"Do Not Disturb"
- Never call or entertain calls from customers
regarding products already sold. Advise them
to contact the Customer Service Staff of the
bank.
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7.0
Gifts or bribes
TME/BDE's must not accept gifts from prospects
or bribes of any kind. Any TME/BDE offered a
bribe or payment of any kind by a customer must
report the offer to his/her management.
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8.0
Precautions to be taken on visits/ contacts
BDE should :
-
Respect
personal space - maintain adequate distance
from the prospect.
-
Not
enter the prospect's residence/office against
his/her wishes;
-
Not
visit in large numbers - i.e. not more than
one BDE and one supervisor, if required.
-
Respect
the prospect's privacy.
-
If
the prospect is not present and only family
members/office persons are present at the
time of the visit, he/she should end the visit
with a request for the prospect to call back.
-
Provide
his/her telephone number, supervisor's name
or the concerned bank officer's contact details,
if asked for by the customer.
-
Limit
discussions with the prospect to the business
- Maintain a professional distance.
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9.0
Other important aspects - Appearance & Dress
Code
BDE's must be appropriately dressed -
For men this means
- Well ironed trousers;
- Well ironed shirt, shirt sleeves preferably
buttoned down.
For women
this means
- Well ironed formal attire (Saree, Suit etc.);
- Well groomed appearance.
Jeans and/or T Shirt, open sandals are not considered
appropriate.
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10.0
Handling of letters & other communication
Any communication sent to the prospect should
be only in the mode and format approved by the
Bank.
*********
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Declaration-Cum-Undertaking
to be obtained by the DSA from TMEs/ BDEs employed
by them
_______________________
_______________________
_______________________
_______________________
Re: Code of Conduct
Dear Sir,
I am working
in your company as a _________________. My job
profile, inter-alia, includes offering, explaining,
sourcing, and assisting documentation of products
and linked services to prospects of XXXbank.
In the
discharge of my duties, I am obligated to follow
the Code of Conduct attached to this document.
I confirm
that I have read and understood and agree to
abide by the Code of Conduct. I further confirm
that the trainer mentioned below has explained
the contents in full to me.
In case
of any violation, non-adherence to the said
Code, you shall be entitled to take such action
against me as you may deem appropriate.
Signed on this ______________ day of _______________
20____
Signature_________________
Name________________ Agency________
Signature
of Trainer Name Company
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