ROLES & RESPONSIBILITIES:

Ø To understand / analyze the nature of all channel Transactions reported by the customers at NCRP.

Ø To Outcall the customers for the transactions reported at National Cyber-Crime Reporting Portal (NCRP).

Ø To ensure that the data entry in FRS is captured as per the voice of the customer.

Ø Post ascertaining the right party, caller will disclose the principle reason for the call soon after the introduction.

Ø To understand the rightness of the transaction executed in the account across all the channels.

Ø To ensure that the conversation of the customer is understood and documented appropriately across all platforms such as Dialler / TT and the FRM portals / Excel.

Ø To amicably handle the customer.

Ø To use appropriate rebuttals while on call.

Ø Caller to understand the Telephone Etiquette while on calls, a) Be Proactive, answer the call before customer could voice out b) Listen and then Respond to calls c) Use Language which is known to customer or else to dispose the call as Language barrier d) Ensure every call ends with a WOW e) Ensure the Voice tone is structured f) Not to abruptly disconnect the call before customer could hung up g) Never use un-parliamentary words on calls. f) Never force a customer to avail a product / service g) Maintain Professionalism while on calls, never be rude or abusive even in case the customers voice tone is high h) Never react negatively on calls.

Ø To ensure all compliance metrics are strictly adhered without any deviation.

Ø To meet the set target.