Outbound Call Centre Agent

SUMMARY:
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POSITION INFO:

The Outbound Call Centre Agent is responsible for proactively contacting potential customers to promote and sell insurance, financial, and other approved products. The role requires excellent communication skills, adherence to sales processes, ethical selling practices, and the ability to consistently achieve performance targets while delivering exceptional customer service.

Key ResponsibilitiesSales and Customer Engagement

• Conduct professional outbound sales calls to prospective customers.
• Promote and sell insurance, financial, and other approved products.
• Build rapport with customers and identify customer needs.
• Effectively handle objections and convert opportunities into successful sales.
• Follow approved sales scripts and compliance requirements at all times.
• Ensure customers are treated fairly and provided with accurate product information.

Compliance and Risk Management

• Ensure all sales activities comply with company policies, procedures, and regulatory requirements.
• Prevent fraudulent, misleading, or non-compliant sales practices.
• Accurately explain product features, benefits, exclusions, and terms to customers.
• Maintain confidentiality and safeguard customer information.

Performance Management

• Meet and exceed daily, weekly, and monthly sales targets.
• Consistently achieve minimum call centre performance metrics, including:
  • Sales conversion rates
  • Talk time
  • Productivity targets
  • Quality assurance standards
  • Attendance and adherence requirements
• Demonstrate a commitment to continuous improvement and performance excellence.

Administration and Record Keeping

• Capture and maintain accurate customer information within the CRM system.
• Record all customer interactions and sales activities accurately and timeously.
• Complete all required documentation and reporting.

Team and Culture

• Adhere to company values, policies, and operational procedures.
• Contribute positively to team objectives and departmental goals.
• Demonstrate professional conduct and a customer-centric approach.
• Participate in training, coaching, and development initiatives.

Competencies and SkillsCommunication and Sales

• Strong verbal communication and interpersonal skills.
• Ability to influence, persuade, and negotiate effectively.
• Excellent listening skills with the ability to understand customer needs and emotions.
• Professional telephone etiquette.

Customer Service

• Passion for delivering exceptional customer experiences.
• Ability to build trust and establish strong customer relationships.

Personal Effectiveness

• Results-driven with a strong sales focus.
• Ability to work effectively under pressure and in a target-driven environment.
• High levels of accountability and ownership.
• Strong attention to detail and accuracy.
• Adaptability and willingness to embrace change.

Teamwork

• Ability to collaborate effectively with colleagues and management.
• Positive attitude and willingness to support team success.

Experience and KnowledgeEssential

• Previous outbound call centre experience.
• Previous sales experience in a target-driven environment.
• Experience using CRM systems.
• Proficiency in Microsoft Word, Excel, and email applications.
• Good typing and data-capturing skills.

Advantageous

• Experience selling insurance, financial services, or related products.
• Knowledge of compliance requirements within a regulated sales environment.

Minimum Qualifications

• Grade 12 (Matric) Certificate.

Key Performance Indicators (KPIs)

• Sales conversions achieved.
• Revenue generated.
• Quality assurance scores.
• Customer satisfaction standards.
• Call productivity and adherence metrics.
• CRM accuracy and data quality.
• Attendance and punctuality.