SMT Direct

Dynamic Place
                                              SMT Direct Toronto, Canada (Present)

                  Sales and Marketing products of Rogers Communications 
SMT Direct is a leading contact center that empowers its clients to communicate better with key stakeholders and to improve decision-making by using real-time feedback. Utilizing the right amount of technology , analytics and people skills.
http://www.smtdirect.com/en/home.html
Specialties
Acquisition Telemarketing, Customer Care, Retention and Loyalty, Business Process Consulting (BPO), Data Processing & Data Entry, Activity Based Costing, E-mail Management
Responsibilities:
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate 
measures to maximize customer satisfaction level .
- Managing and handling relationship with the major corporate clients & ensuring MIS Reporting.
- Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the 
associates on improvements and achieving higher customer satisfaction matrices.
- Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
- Tracking performances of the team members and suggesting areas of improvements, facilitating & imparting
training and monitoring the improvements on a continuous basis.
- Maintaining & ensuring stringent adherence to quality standards, identifying gaps and opportunities.
- Realizing process improvements, applying different six sigma tools & techniques in different business 
processes to enhance productivity & profitability. 
- Mapping business requirements and coordinating the development and implementation of processes in line with
the pre-set guidelines, spearheading process transition initiatives.
- Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures
to maximize customer satisfaction level.
- Handling on-boarding calls for enhancing the service delivery.

Every day the shift starts with a "Pre-Shift" informing us the new updates from Rogers Communications and feedback from the day before.

The Team Leaders explains the things to incorporate if anything is new, and how to do that. They also place a summery of yesterdays, last weeks, or last months progress and encourages to achieve more.

Management of SMT Direct are Awesome. They are always concerned about of the growth of every employee working in SMT Direct. In training, they confirm their presence and address the most important and mandatory issues to be taken care of. They also monitor everyone performance with their own corporate performance evaluation tool. According to evaluation, they reward the employees well.

I learned a lot about Canadian Culture, by talking to people of diversified background spread across all over Canada. A lot about the Wireless Service Plans, Devices and a lot of technical services available with Rogers Communications that can benefit everyone.

My co-workers are excellent. They are fun loving, encouraging, motivating, knowledge sharing, and many more. I love working with them.

The hardest part of the job is when the leads are very fresh and very old, it is tough to convince customers to take advantages of other great services available for them from Rogers Communications. When the leads are too new, it is too premature to talk to them, and when it is a little old, they already have most of the services they already need.

The most enjoyable part of the job is when the Team Leader run some incentive, and we get sales. It is like grabbing money from the air. There is a lot of appreciation in achieving tough sales like adding a new Line to existing customer or a Cross Sale, and the appreciation for that is awesome. I love working in SMT Direct.

- carrying out daily sales activities
-ensuring sales quotas are met
- paying attention to customer's account information, listening to their concern and providing solution that fits their budgets as well provides a adequate solution
- promoting on going sales campaign,keeping up to date with new changes and information
-providing accurate and up to date information to guests.
-helping them conduct online transaction
- ensuring customer privacy and identity is securely maintained. 
- carrying out the polite and professional etiquette even through the most toughest time.

I've worked with this company for almost 2 and a half years and now it is sadly closed for business. It was a great company to start off with if you're new in Canada or a new graduate or if you just wanted a summer job. It will definitely help you enhance your communication and interpersonal skills as you'll learn how to speak to customers and various ways to sell without sounding like you're a sales person. It taught me the foundation of sales and marketing. The hardest part of the job would probably be trying to ignore negative energy and just focusing on your own task and having the strength to stay positive no matter what!

A typical day at work would have me wear many different hats and play different roles. I would be conducting interviews(Agents, TLs, Accountants), posting ads online and in print, training or cross traing, provide feedback to agents, working on scripts or client emails and conducting client calibrations, etc.

The management is very approachable and friendly.

My co-workers are the main reason for me to continue working here. Professional, sincere, quirky, fun!

SMT Direct Marketing Inc. is an outbound sales call centre for a telecommunications giant.

To meet every day sales targets by promoting and selling the products depending on customer’s need and also to resolve issues regarding the products.
Communicate with prospective members through strategic planning and execution.
Manage post-sales meeting follow such as finalizing membership agreements, scheduling follow up calls and assisting with other business activities.
Develop strong rapport with Sales Managers and Sales Site Coordinator to maintain communication between the sales office and our operations team.

every day is a busy day, where you are expected to make as many sales as possible. I learned a lot about the products and services avaliable at Rogers Wireless,all my co-workers are sweet and nice but then again there is always work politics which I avoid at all times.The management is wonderful but just very disorganized about things. The hardest part of the job is trying to make sales but once you make the sale it makes you the happiest person there, and I really love the loving environment of the job.

A typical day at work was dialling, basically talking to 10 different clients in a matter of 30 min. I learned how to professionally communicate with a variety of different individuals. Co-workers were really friendly and were all from various  different cultural backgrounds. 
The hardest part of the job was meeting sale target and selling packages to clients. The most enjoyable part of the job was actually talking to a variety of different individuals.

Highly intense and fast-paced environment where we dealt with many different customers and provided products and services to them based on their needs and preferences. I learned a lot about multi-tasking and being able to think quickly, thus learning life long customer service skills. The interaction with new people everyday was both the hardest part and the most enjoyable part of my work day as I was being challenged, which is what I enjoy and thrive on in a work place.

one of the worst call centers I've ever worked at.....the fact that your sharing headsets with everyone else is pathetic they don't provide you with new ones...your working almost 4 1/2 hours straight without a break is a shame it's torture....the kitchen is really disgusting the washrooms are nasty ppl are very dirty there no home training.....plus the environment isn't that great...there are some friendly people there but overall long term it's not worth it

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