Get your own Custom Bike

 My name is. I am from .
In my educational qualification, I had done my schooling from - from -. After that I had completed my graduation from -.
In my work experience, I have a total of - years of experience.
I started working with IBM Daksh back in -, in the -  Personal Loan Sales Process. I worked with them for 2.5 years.

After that I joined - Pvt Ltd in - which was an international inbound process. My job responsibilities were to handle sales/customer service calls and emails. Due to my abilities and writing skills, I was moved to the Email Team where my responsibilities were to assist Custs via emails.
After that I joined - on - and since then I am working with TP. I worked in the General queue for a long time and then I was moved to the Sales Queue and currently is working under the sales queue.

What do you know about Go daddy?
Go Daddy Inc. is the USA Based internet domain registrar and web hosting company. The company is headquartered in Tempe, Arizona, and was incorporated in Delaware. Go Daddy has around 21 million customers and over 6,900 employees worldwide.

What are the roles and responsibilities of a SME?
The roles and responsibilities of a SME are:
To provide Coaching/Training to the agents on real time basis.
To work closely with various teams to achieve SLA targets specified by the client.
To manage day to day activities of the agents on the floor and ensure compliance to policies, procedures and company guidelines.
To promote team environment.

What are the skills for an SME?
Excellent understanding.
Customer satisfaction skills.
Excellent products and process knowledge.
Should have a customer driven orientation and thinking on how to reduce customer efforts.

What is feedback and coaching?
Feedback gives information on past behavior, while coaching focuses on future actions.

Feedback makes employees understand their previous shortcomings so that they can improve.

Coaching seeks to improve future outcomes by identifying potential issues and fixing them.

What is Shrinkage?
Shrinkage is a workforce management metric that refers to the time in which agents are being paid but are not available to handle interactions.

There is planned shrinkage, like agents being scheduled for staff meetings and trainings, and unplanned shrinkage, like an agent calling out sick or on vacation.

Calculation of Shrinkage =
Planned Shrinkage + Unplanned Shrinkage.
Planned Shrinkage = [Total number of leaves + Total number of week-offs] / Total headcount.
Unplanned Shrinkage = [Total number of absent + (Half-day/2)] / Total roster-count.

What is attrition?
Whenever an employee leaves a company and their position is not immediately filled, it's called attrition. High attrition rates mean that there are more employees leaving the company than are being hired, which can lead to prolonged hiring processes that cost a significant amount of money.

Attrition rate = (No. of separations / Avg. No. of employees) x 100

Common types of employee attrition in call centers are:

Voluntary attrition: Voluntary turnover is when an employee chooses to leave an organization by resigning or retiring.

Involuntary attrition: Involuntary turnover is when an organization asks an employee to leave.
Internal employee attrition – when an employee leaves one department for another.

How will you manage leaves?
Leave will be planned in advance and no unplanned leaves will be allowed unless there is an emergency situation. If there are more than two guides are asking for leaves on the same date, I will check the previous leave trend, available leave balances before any leaves are approved. Also, if there is an emergency situation which cannot be avoided and the agent is not able to login, will check with the available guides, if they can login and can complete the deficit login hours.

How will you increase sales?
In order to increase the sales, we will need to motivate the guides and analyze if the guides are utilizing their product knowledge and sales tools efficiently.

If the guides are missing on the opportunities, will share the feedback and coaching on what went wrong. Eliminate the guide's opportunity, and ensure pitching of products on every issue resolved chats as per the customer business needs. Focus on high value orders for increasing the average order size.

Have I answered all of the questions that you have for me?

Thank you for giving me the opportunity and I really appreciate it. 

I just want to say that I am the perfect fit for the position of the SME as I have an excellent understanding of the process and product which helps me, my team members and the guides sitting next to me in resolving customer queries quickly.

I am an experience candidate and have rapidly improved my professional and customer satisfaction skills while working in this industry with three different companies in the past 9 years. Also, I do not have any behavior or hygiene issues and always followed the policies and procedures.

I am much more capable and can prove myself as the best leader. These are the most important requirements for the SME profile and I am looking forward to see myself in the new role and prove myself as an asset to the process and organization.

Thank you for your time and I really appreciate it.

 - Parameters

Did the guide refer to the bot/previous conversation?
Paraphrasing
Probing
Setting expectation (game plan/road map)
Acknowledgement
Empathy
Customer Education
Summarization
Intent To Help 

 -Experience - Messaging

Opening

Discovery

Offer

Solution

Closing