Describes the Canadian Telecom Client and the Expectations we have from the call center agents!

1. CANADIAN
TELECOM
PROJECT
MANUAL
PREPARED BY : GREENPENN GROUP
GREENPENN OUTSOURCING BUSINESS
ADVISORY

2. Who: The Client
CANADA'S 3RD LARGEST
TELECOM SERVICE PROVIDER
Western Canada’s leading network and
content experience company, delivering the
highest-quality consumer, business and
content products.
Owns and operates a national fibre-optic
backbone network, providing data networking,
video, voice and Internet services to
companies of all sizes.
GREENPENN GROUP

3. TARGET AUDIENCE
GREENPENN GROUP
We will be targeting British Columbia and
Alberta to begin with as it covers the major
serviceable areas.
We target only MSMB's for the complete
geography.
We can also target Enterprise level customers
but the TAT for the deal to be closed is very
high and can be handled by the client's
enterprise - sales team only.

4. SCOPE OF WORK
START TO FINISH
This is an Outbound B2B campaign.
The agents will be calling on a targeted database.
The database is a targeted as we help you procure data from the
best publisher's in the market as per your requirement.
The center will be provided with an Interactive CRM for real time
tracking of the sales.
The Commission is paid on the Installation of the services offered
and agreed by the customer
The agents need to explain the benefits and advantages and
suggest the best option to the customers.
GREENPENN GROUP

5. SCOPE OF WORK
START TO FINISH....
An exclusive CRM will be given to every center which has to be
handled by the centers Delivery Manager.
A single customer can get you a sale of multiple units. The historical
data shows an average of 2.8 unit sales per agent/ day.
The center will have to maintain daily reports and dispositions and a
template will be shared for the same.
As we target SMB's it gives us a chance to get to speak to the
decision makers which shortens the TAT for the sale to be
processed and center to earn their commissions. GREENPENN GROUP

6. footer
BUSINESS
INTERNET
BUSINESS
PHONE LINES
BUSINESS TV
FIBER
CONNECTION
PRODUCTS OFFERED
GREENPENN GROUP

7. GREENPENN GROUP
TARGETS - EXPECTED
(FTE MODEL)
EVERY CENTER WILL HAVE TO ACHIEVE A TARGET BASED ON TOTAL
UNITS SOLD AND NOT ON THE TOTAL REVENUE THAT THEY
GENERATE.
TO QUALIFY FOR THE 100% PAYOUT PER FTE CENTER WILL HAVE TO
ACHIEVE AT LEAST 95% OF THE TARGET THAT HAS BEEN AGREED
UPON THE SLA.
THE TARGET WILL DEPEND UPON THE TOTAL NUMBER OF SEATS
ALLOCATED FOR THE PROJECT AND THE SLA TERMS AGREED.
A DRAFT OF THE SLA AND THE MSA WILL BE SENT ON REQUEST.

8. GREENPENN SCOPE
TRAINING WILL BE PROVIDED BY GREENPENN AND CLIENT CERTIFIED
TRAINERS.
A COMPLETE HAND HOLDING WILL BE PROVIDED BY GREENPENN FOR
THE COMPLETE DURATION OF THE CONTRACT
GREENPENN WILL ASSIST THE CENTER TO IDENTIFY THE BEST
AGENTS FOR THE PROJECT BY HELPING CONTACT CENTER WITH THE
OPS ROUND
A FINAL CERTIFICATION WILL BE DONE BY THE END CLIENT'S PROJECT
MANAGER
ALL THE TRAINING AND MARKETING MATERIALS WILL BE GIVEN TO
THE CONTACT CENTER BY GREENPENN

9. CENTER REQUIREMENTS
PRE-REQUISITES FOR THE CAMPAIGN
DIALER AND VOIP IS
NOT PROVIDED FOR
THIS CAMPAIGN.
DIALER AND
VOIP DOT AND ISP IS
MANDATORY FOR
ALL THE CONTACT
CENTERS
DOT/ISP
A CURRENT
ACCOUNT IS
REQUIRED FOR THE
COMMISSIONS TO BE
CREDITED - NO
PAYPAL / XOOM
BUSINESS
ACCOUNT
SEAT
REQUIREMENT
A MINIMUM OF 15
SEATS IS REQUIRED
TO START THIS
CAMPAIGN.
GREENPENN GROUP

10. ONBOARDING PROCESS
COMPANY PROFILE
CENTER HAS TO SUBMIT THE
VALID INCORPORATION
DOCUMENTS WITH THEIR
MEDIA KIT OR COMPANY
PROFILE.
SCREENING
A DETAILED SCREENING WILL
BE DONE ON THE BASIS OF THE
DOCUMENTS SUBMITTED
SIGN-UP
THE CENTER AND GREENPENN
WILL BE SIGNING A CSA,
FOLLOWED BY A MSA.
GREENPENN GROUP

11. GREENPENN GROUP

12. CONTACT DETAILS
GREENPENN
OUTSOURCING BUSINESS
ADVISORY
EMAIL : DURGA@ARROWCONSULTING.IN
(GM - SALES)
ADDRESS :OFFICE 404, 4TH FL, LUNKAD SKY
MAX, DUTTA MANDIR CHOWK, VIMAN NAGAR,
PUNE 411014.
WWW.GREENPENN.COM