Cop Response - Hub & Centre

8/18/2019 Cop Response - Hub & Centre

1/32


2/32

What is Response?

Response is a Sales / Leads Management System which is used by the Market Development teams(Hubs & Centres) across Shaadi.com.

About Response

What are the benefits of using Response?Like most advanced sales management systems, Response also has multiplebenefits. Some of them are :-

Easier tracking and managing of leads through various stages such as :-(Leads, Prospects, Opportunities and Promise to Pay)Focus on warmer leads like Opportunities and Promise to Pay stage.Better sales forecastIncreased productivity

Now, let us learn the steps to login into the Response System


3/32

Let us learn how to Login into the Response System !

Step 1

In the Address Bar of yourbrowser (Internet Explorer orFirefox) type the Response URLand click the Enter button on your keyboard

How to login


4/32

At the Response Login page,type your COP test email id( Provided in the mail )

Then type yourResponse Password

Select Response fromthe options

Type your deskphone no and thenclick the Green Log

In button

How to login

Step 2


5/32

Response Homepage or Dashboard Page

Below is a screenshot of your ResponseHomepage


6/32

Lead Stages

The below image explains the various stages the lead moves in towards the Saleof Membership.

Leads stage consists of :Fresh LeadsNRPC leads in the form offollow up’s(Inbound/Outbound calls)Prospect stage consists of:RPC leads where the product/membership is pitched on thecall, however its not a PTP. (It isstill in follow –up stage)

These are warmer leads, whereineg: If the lead is inProspect stage and thecustomer places an order

online it will then reflectunder Opportunities.

**RPC : Right party contact ( You were able to speak with the customer )**NRPC : Non Right Party contact ( You were not able to speak with the customer )**PTP : Promise to Pay ( On speaking the customer promised to make a payment )

Hot Leads (who Promise ToPay at any of the earlierstages) are found in the PTPstage


7/32

Important Points to Remember !

A Lead will Always Move Forward and never backward.

Depending on the Tagging a Lead will move:- from Leads Stage to Prospects or Opportunities or Promise To Pay Stage from Prospects Stage to Opportunities or Promise To Pay Stage from Opportunities Stage to Promise To Pay Stage

A Lead will move out of your Response System only when:-

In Lead Stage – “Call Details” page you select “Call Response” as either “NRPC” or “Not Interested”.

In Prospect / Opportunities / Promise To Pay Stage – “Call Details” page you select “Call Response”as “Not Interested”.

In Any Stage – if the “Membership is Activated” or the Lead “Expires” or the Lead is “Deactivated”.

Lead Flow


8/32

Leads Categories

Categories

Failed Orders / Placed Orders

Cart placed & inquiries

Payment Page / Microsite visits

Premium Members & Lapsed Members

Engagement – High

Engagement - Low

AE-Enquiries

AE-Cold Leads

AE-Churned Leads

**AE = Advisor Entered leads

Mentioned below are the various Leads categories


9/32

The “Assign Me” button is used to assign leads. The “Assign Me” button is visible in the“Calls For Today” page and in the “Call Details” page (once you click the “Start Calling” button) on thetop right side. On clicking the “Assign Me” button the system will assign you 5 leads at a time.

When you click the “Start Calling” button the Assign Me button will be visible onthe top right side of the Call Details page.

How to Assign Leads – Assign Me


10/32

Whenever any Shaadi.com lead (lead not yet assigned to any Advisor ) tries to place an Orderonline, (eg: Credit/Debit Card Decline, Member placed an order online for pickup, placed anorder with Invalid discount code… etc ) then this lead will Pop-Up on your screen as an UAL(Urgent Attention Lead). You must click on the orange colour “Assign Me” button and assign thislead to yourself. This will be assigned to an Office as per the lead’s location.

Note : you will get only 10 minutes to assign this Lead, otherwise this UAL will go to another Advisor who is on duty. Also, UAL’s will appear randomly only to those Advisors who are onduty and are logged into their Response system.

Whenever you click the “Assign Me” button on the UAL Pop-Up, this UAL will then become her/hisnext call.

How to Assign Leads – UAL


11/32

“Lead Assignment Automation” has been introduced to automatically assign leads to Advisors basedon their Location & Mother Tongue.

We moved to “Next Call Automation” to simplify the call flow, thereby helping Advisors to makemore calls and reach out to more members.

Let us have an In-depth knowledge of all the revised Pages / Tabs in the Advisor Response System:

1.Calls For Today

2.Create New Enquiry3.Leads4.Payment5.Dashboard

Response Pages / Tabs


12/32

Leads will appear in the “Calls For Today” Tab/ Page as per the follow-up date & timeselected by the Advisor and also as per the priority sequence set by Head Office.

Calls For Today


13/32

How to Call Online Leads

When members come online, they will be visible on the top right side of your Response as “OnlineLeads” . If you click on the numbers which are in blue colour besides the OnlineLeads Total or PTP then, a Pop-Up window will appear which displays the details of the Leadsonline.

To assign the lead/s, click the “Action Due” button of the profile/s which appears in the Pop-Up window then, the profile/s will become the next call for the Advisor.


14/32

How to Call Campaign Leads

Leads with special offers with higher discounts like Just4U or Telugu or CYU (Complete Your Order) will be highlighted in Call for Today list. If you click on the number which is in blue colour besidesthe Campaign Leads then, a Pop-Up window will appear which displays the details of the CampaignLead. These leads can also be seen in the campaign lead option given in the header.

To assign the lead/s, click the “Action Due” button of the profile/s which appears in the Pop-Up window then, the profile/s will become the next call for the Advisor.


15/32

How to START Calling

ll d


16/32

Call Recording is mandatory for all calls made to leads from the Response system. InResponse under the “Call Details” section we have the “Call Now” button.

The system will auto dial the Advisor & the member within 15 seconds. However an Advisor canstart the call before 15 seconds by clicking the “Call Now” button. After clicking this button, thesystem will connect the Advisor to the member on the contact number that is besides the “CallNow” button and will also start recording the call.

Call Recording - Centre

ll d


17/32

Call Recording - HUB

Window 1 Window 2

k k


18/32

How to Take a Break

H T k B k


19/32

How to Take a Break


20/32

On clicking the Member Login link, it will display the “Profile Details Page” along withother details/links to pages like “Order Details, Call History, Pickup Details, Cart HistoryEmail History, Invalid Codes & Service Call”.

Profile details

P fil d t il


21/32

Orders : Gives you a history of the ordersplaced and activated by the customer.

Calls :This gives complete details of all the

sales calls made to the member [Itincludes Last Call Time, Call Category,Lead Status, If the lead is Closed reasonfor Closure, First Category, Stage [i.e.Leads, Prospect, Opportunities & PTP], View History

Profile details

C ll Di iti


22/32

List of Memberships

Can be Hot, Warm or Cold

Follow up date & time

Select Outbound on out calling

If you receive a call select inbound’If the member visits you select walk-in

Call remarks section

Helps you to close the leadand move ahead

The below snapshot gives you an insight on how the lead can be tagged/disposed

Call Disposition

C ll Di iti


23/32

PTP

Callback

Not Interested

The below snapshot gives you the various dispositions that

can be used under PTP, Callback & Not Interested

Call Disposition

C ll Di iti


24/32

Call Dispositions

PTP – ONLINEPTP – Online: When member says that he/she wants tomake on-line payment, using (Debit Card, Credit Card & NetBanking)

PTP – OFFLINE

PTP – Pick Up: When member requests for pick up (EDC,Cash, Chq & DD)

PTP - ICICI: When member says that he/she will pay atICICI bank (Cash Payment)

PTP – Shaadi.com Centre: When member says that he/she would go to the nearest Shaadi Centre to pay. (EDC, Cash,Chq & DD)

PTP – IVRSPTP - IVRS: When member says he is ready to make apayment over the phone with the Advisor using his carddetails.

WRONG NUMBER ( Fresh Member & First Call on the Profile ) When advisorcalled & member said Wrong Number.

NOT MY PROFILE( Fresh Member & First Call on the Profile ) WhenMember says that I have not created the profile & it is notmy profile.

Lets look at the Call Dispositions in detail.

PTP Dispositions :

NRPC ( Non Right party contact )

C ll Di i i


25/32

NEED TIME TO THINK Member asks for some time to decide or think before making the decision, Will call back or you call me back scenarios.

OUT OF TOWN / NOT AVAILABLE Member not in Town & Not available.

RINGING / SWITCHED OFF / NUMBER BUSY Ringing, Switched & Number busy.

MEMBER BUSY

Member asked to call back later as he/she is busy at the moment. Also, Ifthe advisor gets a Hang-up after knowing that the member is busy. Theadvisor will still need tag that lead as “Member Busy” to keep it in follow-ups and pursue later.

ALREADY CALLED Already called lead by the same advisor or if the member says that he/she

has already received a call from Shaadi Centre.

Call Back :

Call Dispositions

Call Dispositions


26/32

WILL BUY AFTER 45-60 DAYSIf member specifically says that he/she will pay after 45 to 60days or 2 to 3months

CANNOT AFFORD TO BUY Wants the membership if given for cheaper price or thinks it's tooexpensive.

TOO YOUNG / OLD TO MARRY If the member beleives and objects that he is too young or too old to marry.

PROFILE CREATED JUST LIKE THATProfile created Just Like That, member passing time on the site or profilecreated with the impression that the service is free of cost.

DUPLICATE LEADMember has two different profiles on Shaadi.com. Also in the scenario when the same lead is assigned to two different advisors, one of the advisorneeds to close that lead as Duplicate.

UNREACHABLE AT ALLMember's phone continuously ringing, ,switched off, not reachable, out ofservice, etc. (Before deciding what to do with that lead, at least attempt 4times in 2 days with different time intervals)

Not Interested

Call Dispositions

Call Tagging across different stages


27/32

Call Tagging across different stages

Depending on the disposition that you select, accordingly the lead will move from the leads stage tothe other stages or out of the Response system. See the below image

Call Tagging Prospect Stage


28/32

A lead will move from the “Leads Stage” to the “Prospect Stage” when, while tagging you select “Call Response” as “Call Back” – “Need Time To Think”.

But, if a lead is already in “Prospect Stage” and you select “Call Response” as “Call Back” “(Need TimeTo Think or Out Of Town / Not Available or Ringing / Switched Off / Number Busy or AlreadyCalled)” then, the lead will remain in “Prospect Stage” itself and will reflect in the “Calls For Today”page as per the next follow-up date that you have selected.

Call Tagging – Prospect Stage

Call Tagging Opportunities Stage


29/32

A lead will move from the “Leads or Prospects Stage” to the “Opportunities Stage” when, a

member Places an Order Online.

Now, if a lead is already in “Opportunities Stage” and you select “Call Response” as “CallBack” “(Need Time To Think or Out Of Town / Not Available or Ringing / Switched Off /Number Busy or Already Called)” then, the lead will remain in “Opportunities Stage” itselfand will reflect as per the next follow-up date that you have selected.

Call Tagging – Opportunities Stage

Call Tagging : PTP Stage


30/32

A lead will move from the “Leads or Prospects or Opportunities Stage” to the “Promise To Pay Stage” when, while tagging you select “Call Response” as “PTP” and then select any one from the availableoptions.

Now, if a lead is already in “Promise To Pay Stage” and you select “Call Response” as “Call Back”“(Need Time To Think or Out Of Town / Not Available or Ringing / Switched Off / Number Busy or Already Called)” then, the lead will remain in “Promise To Pay Stage” itself and will reflect as per thenext follow-up date that you have selected. Call Tagging – Promise To Pay Stage Response

Call Tagging : PTP Stage



31/32


Below is a screenshot of your ResponseHomepage


32/32

Thank You

Cop Response - Hub & Centre

Documents