3.
OPERATIONAL METRICS:
A. Infrastructure currently operating under the company:
G-bazaar comes under soft infrastructure where it covers Fin tech.
we are covered with certain regions like Coimbatore, Bangalore,
And in future we are going to cover Chennai, Hyderabad and Maharashtra
CURRENT SPACE:
Coimbatore Operational Office 950 sq. ft
Bangalore Tele calling unit 4500 sq. ft
G-bazar is an Indian digital loan platform. In 2021 Greenbound
Consultancy started their career at Coimbatore. On 24 August 2022 G-Bazaar was
incorporated and a year later they started several branches in different cities like Chennai,
Bangalore and Hyderabad. whereas Coimbatore functions as an operational office and
followed by Chennai as a corporate office and Bangalore as a tele calling unit and finally
the Hyderabad as a lending and loan disbursal.
Data synchronization across devices:
This is a feature that allows data to be accessed and updated from different
devices, such as desktops, laptops and sim cards. Which would help in improving efficiency,
security, and convenience of the company and customers.
Source control and version control (for software systems):
This helps to manage the changes and revisions of the code and files that are
used to develop software systems. It can help to improve quality, reliability, and collaboration
among the developers.
BUSINESS EXPENSES:
This includes operational cost and startup cost.
Equipment:
This includes the machinery where we have Desktops and Printers for the office
usage.
OFFICE SPACE:
This includes the Cabins for the directors, Seating for the employees, Conference
Hall for the business meetings, Pantry and receptionist area.
Marketing and advertising:
We promote our activity through social media where we have our own
official page in various handles.
OPERATIONAL COSTS:
Operational costs include Payroll and utilities of the company.
In future we are going to work for:
Live chat software:
In this our employee will be working for customer support, feedback, and
engagement. It can also help to increase conversions, retention, and loyalty among potential
and existing customers.
Voice/video conferencing capabilities:
This is another important tool for communication and collaboration,
especially for remote teams or global partners. It can help to reduce travel costs, improve
productivity, and foster teamwork and innovation.
b. operational structures and management structures
ORAGANIZATIONAL STRUCTURE
VELMURUGAN SATHISH SAKTHI
CHIEF EXECUTIVE DIRECTOR MANAGING DIRECTOR CHIEF TECHNICAL
DIRECTOR
BRANCH HEAD RELATIONSHIP HEAD RELATIONSHIP HEAD EXECUTIVES
SUPERVISOR RM TEAM (3 Members) RM TEAM (3 Members) BUSINESS ANALYST
FIELD OFFICER (2) FINANCIAL ANALYST
OPERATIONAL OFFICER DATA ANALYST
MARKETING ASSOCIATE
HR ASSISTANT
HR RECRUITMENT
PRODUCT ANALYST
C. Compliance Structures & Policies:
Compliance Structure and Policies for Green Bound
1. Introduction:
Green Bound is committed to maintaining a strong compliance framework to ensure
adherence to all applicable laws, regulations, and industry best practices. This document
outlines the compliance structure and policies that govern our operations.
2. Compliance Department:
The Compliance Department is responsible for overseeing and implementing the company's
compliance program. It consists of qualified compliance professionals who report directly to
the senior management team. The department's key responsibilities include:
a. Developing and implementing compliance policies and procedures.
b. Conducting regular compliance risk assessments.
c. Monitoring and reporting on compliance-related issues.
d. Providing compliance training to employees.
e. Collaborating with regulatory bodies and external auditors.
3. Compliance Policies:
a. Anti-Money Laundering (AML) Policy:
Green Bound has a comprehensive AML policy in place to prevent the use of its services
for money laundering or terrorist financing activities. The policy includes customer due
diligence procedures, ongoing monitoring, and reporting suspicious transactions to the
relevant authorities.
b. Know Your Customer (KYC) Policy:
Our KYC policy ensures that we have sufficient information about our customers to
assess their suitability for loan products. It includes verifying customer identsaities, assessing
their financial profiles, and conducting risk assessments.
c. Privacy and Data Protection Policy:
Green Bound is committed to protecting the privacy and confidentiality of customer
information. Our privacy policy outlines the collection, use, storage, and sharing of personal
data in compliance with applicable data protection laws.
d. Fair Lending Policy:
We adhere to fair lending practices and prohibit any form of discrimination in loan
origination or servicing based on race, color, religion, national origin, sex, marital status, age,
or other protected characteristics. Our fair lending policy ensures equal access to credit
opportunities for all eligible borrowers.
e. Code of Conduct:
Our code of conduct sets forth the ethical standards and expectations for all employees. It
covers areas such as conflicts of interest, confidentiality, professional conduct, and
compliance with laws and regulations.
f. Complaints Handling Policy:
Green Bound has a robust complaint handling policy to ensure that customer complaints
are addressed promptly, fairly, and transparently. The policy outlines the process for
receiving, investigating, and resolving complaints.
4. Compliance Training:
We provide regular compliance training to all employees to ensure they understand their
responsibilities and stay updated on regulatory changes. Training programs cover topics such
as AML, KYC, fair lending, data protection, and code of conduct.
5. Compliance Monitoring and Reporting:
The Compliance Department conducts ongoing monitoring and periodic audits to assess
compliance with policies and procedures. Any identified compliance issues are reported to
senior management, and appropriate corrective actions are taken.
6. Regulatory Engagement:
Green Bound maintains open and transparent communication with regulatory bodies. We
actively engage with regulators, respond to inquiries, and participate in regulatory
examinations to demonstrate our commitment to compliance
7. Record Keeping:
We maintain comprehensive records of compliance-related activities, including policies,
training records, audit reports, and regulatory communications. These records are securely
stored and readily accessible for review by internal and external stakeholders.
8. Precautions to be taken on visits / contacts
DSA / DMA or/and its employees / representatives should:
a) respect personal space, maintain adequate distance from the prospect / customer;
b) ensure that prospect / customer is not visited within a period of 3 months of expression of
lack of interest for the offering by him / her.
c) not enter the prospect’s / customer’s residence / office against his / her wishes;
d) prospect’s / customer’s residence / business is visited by not more than one employees /
representative of DSA / DMA and one supervisor, if required;
e) respect the prospect’s privacy;
f) end the visit with a request for the prospect to call back, if the prospect/customer is not
present and only family members / office persons are present at the time of the visit;
g) provide his / her telephone number, name of the supervisor or the concerned officer’s
contact details, if asked for by the prospect / customer; and
h) limit discussions with the prospect to the business and maintain a professional distance.
9. Appearance and Dress Code
DSA / DMA or/and its employees / representative must be in proper formal attire while
meeting up with prospect / customer.
10. Termination of Agreement
a) A termination clause and minimum period to execute a termination provision, should
be included.
b) The agreement shall automatically be terminated unless renewed by a fresh contract
by the HFC immediately after the expiry of the period of agreement.
c) No DSA / DMA shall be allowed to do any fresh business on behalf of the termination
of Agreement until and unless it renewed by a fresh agreement.
11. Training to DSA / DMA or/and its employees/representatives
Where DSA / DMA is seeking of engagement / empanelment, it or/and its employees /
representative will have to go through two-day preliminary training and a day training every
year which shall be organized by the HFC. HFC shall also maintain record of training
provided by them.
12. Continuous Improvement:
Green Bound is committed to continuously improving its compliance program. We
regularly review and update policies and procedures to align with changing regulatory
requirements and industry best practices.
D. Telecaller”s operational metrics & Results metrics
Operational Metrics:
PRE-CALL
a) No calls prior to 09:30 hours or post 19:00 hours unless specifically requested.
b) No serial calling.
c) No calling on lists unless list is cleared by the DSA leader.
DURING CALL
a) Identify yourself, your company and your principal
b) Request permission to proceed
c) If denied permission, apologize and politely disconnect
d) State reason for your call
e) Always offer to call back on landline, if call is made to a cell number
f) Never interrupt or argue
g) To the extent possible, talk in the language which is most comfortable to the prospect/
customer
h) Keep the conversation limited to business matters
i) Check for understanding of “Most Important Terms and Conditions” by the prospect/
customer if he plans to buy the product
j) Reconfirm next call or next visit details
k) Provide your telephone no, your supervisor’s name or officer contact details if asked for by
the prospect / customer
l) Thank the prospect /customer for his/her time
POST CALL
a) Prospects / Customers who have expressed their lack of interest for the offering should not
be called for the next 3 months with the same offer
b) Provide feedback to the on prospects / customers who have expressed their desire to be
flagged “Do Not Disturb”
c) Never call or entertain calls from customers regarding products already sold. Advise them
to contact the Customer Service Staff.
Result metrics:
• Conversion rate:
This is the percentage of calls that result in a positive outcome, such as a sale,
an appointment, a referral, etc. It is calculated by dividing the number of successful calls by
the total number of calls made. It indicates the effectiveness of tele callers.
• Number of calls assigned per tele caller:
This is the average number of calls that each tele caller is expected to make in a
given period. It is calculated by dividing the total number of calls assigned by the number of
tele callers. It indicates the workload and capacity of tele callers.
• Average call abandonment rate:
This is the percentage of calls that are disconnected before being connected to
a tele caller. It is calculated by dividing the number of abandoned calls by the total number of
calls received. It indicates the customer satisfaction and service level of tele callers.
• Average handle/talk time:
This is the average time spent by a tele caller to complete an interaction with
a customer. It includes both the talk time and the after-call work time. It is calculated by
dividing the total handle time by the number of calls handled. It indicates the efficiency and
quality of tele callers.
• Closure rate:
This is the percentage of calls that result in a closed deal or a completed
transaction. It is calculated by dividing the number of closed deals by the number of
successful calls. It indicates the performance and revenue generation of tele callers.
From result metrices we could able to say that effective of the tele caller is said to be
3% effective because the customer may be not active and the tele callers would be having a
target of 200 calls and from that there will be 5% of abandonment calls, most of tele callers
are active in converting them into a lead so they would have a conversation over 5 mins. And
mostly the maximum rate is said to be 20 loans
E. TELE-CALLER’S OPERATIONAL PROCEDURES:
Tele-caller’s operational procedures are the steps and guidelines that tele-callers follow to
perform their tasks efficiently and effectively. Standard operating procedures, referred as
SOPs, give employees valuable information on how to conduct various tasks and
procedures.
Our teleca llers use SOPs setting to define everything from staffing schedules to handling
workload and call load forecasting to specifying how calls should be reviewed, monitored
and scored. We use SOPs aid telecalling procedure so we are pursuing compliance,
reducing complexity and meeting business objectives.
• Lead generation: Tele-callers should identify and contact potential customers who are
interested in or eligible for a loan product or service. They should use various sources and
methods to generate leads, such as referrals, databases, directories, social media, online
platforms, etc. They should also verify the authenticity and quality of the leads before calling
them.
• Lead qualification: Tele-callers should qualify the leads by asking relevant questions and
collecting information about their needs, preferences, financial situation, credit history, etc.
They should also check the eligibility criteria and requirements of the loan product or service
and match them with the leads. They should also inform the leads about the benefits, features,
terms, and conditions of the loan product or service and answer any queries or doubts they
may have.
• Lead conversion: Tele-callers should convert the leads into customers by persuading them
to apply for or avail of the loan product or service. They should also assist the leads in filling
out the application form, submitting the documents, completing the verification process, etc.
They should also follow up with the leads until they receive the loan approval or
disbursement.
• Lead retention: Tele-callers should retain the customers by providing them with excellent
customer service and support. They should also monitor the repayment status of the
customers and remind them of their due dates, charges, penalties, etc. They should also
handle any complaints or issues that the customers may face and resolve them promptly and
satisfactorily.
Upselling: Upselling is a sales technique used by our tele callers where customers
are encouraged to upgrade to a premium or enhanced product or purchase add-ons
in order to increase their spend. For example, you might encourage them upgrade
their subscription. The aim is to offer the buyer options they may not have
considered and increase the level of profit you get from their final purchase. It is a
powerful and effective marketing technique where we target prospects who are
already willing to make a purchase from you.
Upselling develops deeper relationships with our customers and, when it’s done
right, it can improve the shopping experience. The aim is to make our customers
feel they are getting a good deal.
It’s easier and cheaper to upsell to existing customers than sourcing and attracting
new ones. With the right strategy we offer our customers convenience and
flexibility.
Upselling can balance growth between new and existing customers. It can also
increase customer lifetime value (CLV) Upselling is one of the most effective
techniques for converting shoppers into return customers. Ultimately, it can
increase your profit margins and your ROI.
Handling Objections
This section of the tele-calling script will address issues raised by the customers.
These guide our tele-callers with strategies for objection handling and responses to
address typical complaints that prospects may raise.
Technical Expertise:
Customers appreciate a tele-caller who is knowledgeable and can promptly provide accurate
information or assistance. Your tele-calling software know-how instills confidence,
encouraging customers to trust your advice and recommendations.
Continuously updating your tele-calling skills and staying informed about the latest
technological advancements keeps you ahead of the game. Remember, being the go-to expert
enhances your efficiency and effectiveness as a tele-caller.
Promotional products:
Sell the solution, not the product
Customers are not interested in how efficient our product or service is; they are more
interested in knowing how our product can improve their lives.
For instance, if you are selling a laptop that incorporates hundreds of valuable
features and you waste your time explaining the proficiency of the features. Your
prospects will only be interested in something other than the boring pitch. Instead, if
you tell them that this device can save their time and help them do smart work
instead of laborious work, they will be more engaged in the conversation.
Always address the prospect's pain points to engage them in the conversation. This
approach can make a convincing sales pitch.
Our effective telecalling procedure
Understanding product:
First and foremost, to create a great telecalling script, your agents should appropriately
understand the product they are trying to sell.
Sales Pitch
Capture the attention of potential customers using a compelling telecalling script for sales
pitches. Highlight the unique selling points and benefits of your product to maximize
engagement and conversions.
Appointment Setting
Master the art of appointment setting with a tele-calling script designed to make the process
smooth and effective. Use persuasive language to convey the value of your product when
scheduling appointments.
Product Demonstration
Impress potential customers with a tele-calling script crafted for product demonstrations.
Clearly explain the features and benefits of your product or service, making it easy for them
to understand its value.
Customer Retention
Retain valuable customers by utilizing a tele-calling script focused on building loyalty.
Express appreciation and reinforce the value of your product or service to maintain strong
customer relationships.
Technical Support
Resolve customer issues efficiently using a well-structured tele-calling script for technical
support. Guide customers step-by-step through troubleshooting processes, for a smooth
experience.
Survey or Feedback Collection
Gather valuable insights from customers through tele calling scripts designed for surveys and
feedback collection. Use engaging questions to understand their preferences and suggestions
and enhance your product or service.
Follow-up Call
Nurture customer relationships with a tele calling script for effective follow-up calls. Address
any remaining questions or concerns and offer ongoing support to strengthen loyalty.
F. Dynamic process flow management:
Cycle time:
Cycle time is based on the loan that customer needs, where tele caller would have a
conversation with the customers for more than 5 mins because from our app most probably
customer would be having a need of loan.
Turn Around Period:
Turn around period is based on the loan that customer needs, where personal
loans will be disbursed under 2-3 days without any obligation whereas home loan and
education loan takes time for real time verification and by then each loan will be disbursed
under 7 days.
So the turn-around period of the complete process is maximum of 7 days.
Takt Time:
Takt time for the loans disbursal from documentation to completion takes 5 days.
Cost effectiveness:
Cost Effectiveness is said to be free for the customers who check our app and
from our app side we would spent 25 rs for a person to check their cibil score.
