T SHEGOFATSO PHALANE

DATE: 26 OCTOBER 2023

PRACTICAL ACTIVITY

QUESTION 1
 .  Contents Honesty Proper Identification Purpose of the Call
Hours of Operation Training Privacy Integrity Respect
Testimonial Client Privacy Call Centre
 .  The Call Centre is committed to providing service excellence
to our customers while creating and maintaining a clean safe
work environment for ourselves, promoting respect, trust and
tolerance of each other's differences. This code defines the
parameters within which a rewarding and mutually supportive
working environment can be created and is based on the
assumption that most employees already uphold these
standards of conduct.
 .  Honesty Offers must be stated clearly and honestly so that
both parties know precisely what they have committed to and
what they can expect in return.
 .  Proper Identification All telemarketing calls should begin
with the name of the company on whose behalf you are calling
clearly stated, followed by the name of the agent calling.
 .  Purpose of the Call The telephone representative will
disclose the principle reason for the call as soon as is possible in
the conversation.
 .  Hours of Operation Outbound Calls &Inbound Calls
Outbound calls to either business or consumer shall not be
placed during hours that may be perceived as unreasonable that
are before 9:00pm (local time at called party's location). No calls
should be made on public or religious holidays. The telephone
representative shall be sensitive to any inconveniences caused
during weekend calling.
 .  Training Prior to making or receiving calls, all telemarketing
representatives shall receive adequate training in professional
telemarketing skills and adhere to recognized practices and
procedures including adherence to any and all laws and
regulations pertaining to telemarketing.
 .  Privacy Telemarketing technology enables the collection
and exchange of personal information on a scale unprecedented
in the history of civilization. There is increased potential for
violating the privacy of individuals or groups. It is the
responsibility of the teleprofessional to maintain the privacy and
integrity of all data describing individuals. This includes taking
precautions to ensure the accuracy of the data collected as well
as protecting it from unauthorized access or accidental
disclosure to inappropriate individuals. Procedures shall be
implemented to allow individuals to review their records and
correct any inaccuracies.
 .  Integrity Honoring one's commitments is a matter of
integrity and honesty. For the teleprofessional this includes
honoring contracts, agreements, and assigned responsibilities.
 .  Respect Respect for ourselves, respect for others, and
respect for our environment.
  .  Testimonial Any testimonial given by a marketer will be
accurate and with permission of the original source.
 .  Client Privacy Marketers will remove a customer’s name
from a call list when asked to do so by that customer. Customers
who have an unlisted phone number will not be contacted
unless they have given consent to do so.
 . Discuss now; or share your comments Hope these code of
conduct will help you in future

QUESTIONS 2

. Keep the conversation positive -

 Not Keeping the conversation upbeat by sharing how you can
potentially solve the problems
 Not Focusing on good outcomes — demotivates them not to stay
on the phone
 Not trying out positive phrases like, “I can certainly check on that
for you” or “Let me find out for you,” does not show the customer
you’re eager to help

Listen –
If your customer is having a hard time explaining their issue, not
considering options like asking open ended that encourages
customers to elaborate on what they are saying.

Be patient
Before responding to a frustrated customer, not taking a
deep breath to reorient yourself and calm down.
Acknowledge the customer’s issue
not assuring your customers that you understand their
problem by not repeating back the issue they describe in a
supportive way.

QUESTION 3
1. Focus on employee engagement. ...
2. Provide a comprehensive training program for agents. ...
3. Integrate call center technology with other tools. ...
4. Give your customers a voice. ...
5. Centralize call center data. ...
6. Partner with your product team. ...
7. Prevent agent burnout with proper scheduling.

QUESTION 4

 Asset management and property management

 Investments and savings

 Employee benefits including administration and consulting

 Life insurance and life cell captives

 Non-life insurance and non-life cell captives

Bo

Body Corporate Insurance

 BODY CORPORATE INSURANCE

 COMMERCIAL INSURANCE
 FARMERS INSURANCE
 HOSPITALITY INSURANCE
 MARINE INSURANCE

HOLLARD.
 FUNRAL INSURANCE
 CAR INSURANCE
 LIFE INSURANCE
 HOME INSURANCE
 INVESTMENT

MIWAY
LIFE INSURANCE
BUILDING INSURANCE
HOME INSURANCE
CAR INSURANCE
MOTOR CYCLE INSURANCE

SANTAM
 HOME INSURANCE
 BUILDING INSURANCE
 CAR INSURANCE
 RISK INSURANCE
 TRAVEL INSURANCE