Processes Followed

Fusion-CMG has defined some well-thought processes to efficiently serve its clients, develop its business and make it able to adapt to various needs of its partners. At Fusion-CMG, we focus on total quality management in each of our process, starting from hiring, training and coaching to monitoring and quality control. These, in turn, improve your customers’ experience and maximize the program success.

Hiring Procedures

Hiring Teleprofessionals is an in-depth process at Fusion-CMG. While hiring, we give special attention on understanding the skill sets required for the partner’s program and select candidates according to the same. Following evaluation criteria are maintained while recruiting:

• Sales skills and experience
• Customer service skills
• Telephone manners
• Computer literacy
• Specific mandates from our partners (background checks etc.)

Training Procedures

All the Teleprofessionals at Fusion-CMG need to undertake an initial training to get themselves prepared for the job. The training program includes:

• First-hand knowledge on teleservices
• Industry and company knowledge
• Telephone etiquette and quality standards sessions
• Thorough education and role-play on sales techniques

Upon completion of the initial training, teleprofessionals go through a program-specific training seminar, developed jointly by Fusion-CMG and its partner. The training seminar is customized as per partner’s requirements.

Account Management

It’s the team-based approach between our Account Managers and our partners that plays a significant role in the success of a program. Account Managers carry out an in-depth research on the partners’ industries and objectives and develop effective teleservices program according to the same.

Account Managers act as partners’ representatives at Fusion-CMG. They make sure that the needs and expectations of the partners are met efficiently.

Quality Assurance

Quality remains the top-most priority at Fusion-CMG. The organization has developed a systematic approach to ensure the highest level of quality. All the calls of Teleprofessionals are systematically monitored. In addition to this, team Supervisors keep a tab on the quality of calls as well. Clients can also listen to the calls through remote monitoring.

Operations

The way Fusion-CMG handles its operations makes it a class apart. We give special focus on managing our resources efficiently and effectively.

At Fusion-CMG, we make it sure to maintain proper ratios of supervisory staff to teleprofessionals in such a way that it helps supervisors to train and develop their team members properly. Besides these, various other training programs are also regularly arranged for the teleprofessionals and for the management staff as well.
Fusion-CMG is a target-driven organization where we encourage and inspire our teams to achieve its goals. Different incentive programs have been put into effect for the same.

Finally, to make the operation process more effective, we at Fusion-CMG, use several reporting tools that give the operation staff a quick and easy access to all important KPIs.

Lead Management

The main objective of the lead management team is to ensure the effective use of the dialer. The team is also responsible for formulating lead management strategies. Fusion-CMG undertakes thorough market research and frequent, controlled testing for better understating of current market scenario, product feedback, variable sales techniques and other factors, which successively have made the organization an authority in this field.

Following are some of the activities that the lead management team performs here:

• Analyzing historical as well as real-time marketing data
• Working closely with each site to make it sure that all aspects of lead management, dialer strategy, market trends, staffing and client requirements work in harmony
• Analyzing data continuously in such a way that it lets campaign planning and real-time changes to be performed
• Developing comprehensive ad hoc reporting in such a way that it fits to the requirements of the clients