Seller Knowledge Team

Problem Areas
Undefined KRA.
Restricted access to seller's accounts.
Lack of synchronization in process.
Lack of Training.
Unawareness of escalation matrix.

Proposed Solutions
KRA can include:

Resolving issues and escalation like Pickup

issues etc in best possible time with best
solution
To Provide Training wrt panel,listing
To rise to the level of being SPOC
To demonstrate work ethics like
punctuality,time clocking , clear reporting

Accessibility.
Access to CRM required for correct problem
resolution

 Process Orientation
IVR to be categorized into subcategories
Training with reusable PPT,documentation
Proper Handling as per the escalation matrix