1. Presentation By
Patrick Francis

2.  MSG voice is a US outbound process in which
calling and communication takes place. In
this process(MSG Voice) we segregate the
residential, business numbers and other non-
working numbers. This is done to enhance
the telemarketing systems in the US.

3.  The introduction of MSG voice will be explained to the agents.
 The agents will be told about the means of opening a call
with the number which will be automatically dialed.
 The agents will be explained not to address the customers as
sir or madam and they will also be explained not to disclose
their identity.
 For all the questions that the customers ask, the agents are
explained to follow the script and reply accordingly.
 The agents are trained on mock calls before hitting the floor.

4.  The agent is asked to strictly stick to the
formal script given to them and not to
elaborate further. As soon as the agent gets
the required information, the agent is
supposed to dispose the call in the opted
menu and click the complete option to end
the call. And immediately there after the next
call is automatically transferred to their
system.

5.  The agent is unaware whether the
automatically transferred call to their system
is a residence or a business call. Therefore
the agent is strictly asked not to address the
receiver as sir or madam. The agent is
supposed to give an impression of having
accidently dialed the number and to be
politely cordial with the on going scenarios
with out disclosing their identity.

6.  For every query of the recipient the agent is
supposed to answer with the only script given
to them and only then enquire again whether
he has reached a business. Unless the agent
obtains the required information the agent is
not supposed to dispose the call.

7.  All agents are given a special session of mock
calls with the way the MSG process works.

8.  Quality control or Qc in short, is a process by
which entities review the quality of all factors
involved in production. A process through
which a business seeks to ensure that
production quality is maintained or improved
and production errors are reduced or
eliminated.

9.  Quality check is done through a recording
software which is on the soft phone dialer.
The agent’s calls are recorded the whole of 9
hours since the agent’s logs in till the agent’s
logs out. The records will be audited by the
quality analysts. The agent’s records will be
audited for at least 3 times during the week.
The flues done by the agents will be
corrected by the Subject Matter Expert (SME)
and the records will be documented.

10. THANK YOU