8 interactive training modules,
Module 1 — BPO & Call Centre Fundamentals: What BPO is, inbound vs. outbound, key terminology (IVR, AHT, CSAT, NPS, FTE, CATI, upselling, cross-selling), cold calling realities.
Module 2 — FWS & CC Team Overview: Company structure, CC team hierarchy (J, GB, N), the full Sales tech stack (Zoho CRM, Toktiv, Livechat, B@W, Comet, Perplexity, Claude, Power BI, Fulcrum V2), shift and chat rules.
Module 3 — CC Client Portfolio: All 5 Sales clients with billing, priority tiers, and revenue concentration analysis. Ops portfolio included for cross-reference. Oddity's dual-account structure flagged.
Module 4 — Zoho CRM Mastery: Complete 8-stage lead lifecycle (Open → Closed) with exact field actions at each stage. What to check on every new lead. Not An Inquiry/Partner/Lost sub-categories. Zero Tolerance Policy explained.
Module 5 — Sales SOP & Follow-Up Protocol: TAT requirements (4hr/12hr/48hr), follow-up cadence (5 calls + 5 emails in 3–5 days), Sleeping/Contact Later task rules, chat inquiry rules, shift handoff protocol, leave procedure.
Module 6 — Transition Process & Post-Closure: 6-step post-closure checklist (authenticate → CRM update → PM intro → call setup → CRD → handoff). Work Order creation on Fulcrum V2.
Module 7 — Case Studies & Pitch Material: All 4 case studies with key metrics and when to use each (Lead Gen for cost-reduction pitches, Maximising Efficiency for insurance ROI, Wait Times for inbound/CSAT, CCTV for surveillance/AI). Marketing material types.
Module 8 — KPIs, Scorecard & 30-Day Plan: Full quarterly scorecard breakdown (all 6 KPIs, thresholds, points), OG conversion formula, practice calculation, and a week-by-week onboarding roadmap.