Telephone Account Management (TAM)

Position Outline

Prospect for business by identifying key decision makers and creating opportunities for field sales staff to present product or service solutions within chosen markets.

Through consultative sales techniques, identify the needs of larger customers, or higher value prospects and develop the opportunities identified to expand sales to existing customers or attract new ones.

Negotiate with current customers to build sales volumes through enhanced service offerings or pricing strategies.

Assist with customers understanding of contacts, terms and/or conditions as required.

Assist with the development of customer relationships in liaison with field sales or other account management staff.

Resolve complaints as required.

Administrative tasks similar to those required of customer service and sales agents (see above).

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

This level requires the incumbent to develop and manage major accounts through telephone contact, and will normally work in close cooperation with a field or territory sales executive. It involves the service of and selling into accounts with large dollar value (typically multi-million, eg: information technology, utilities or professional services). Sales may be serviced by inbound or outbound calling. The job may also include elements of sales agents as shown above.

Salary Table

Emergency Services

Position Outline

Receive inbound calls and evaluate the situation being described by the caller.

Using problem solving and consultative techniques, determine the true nature of the event being described and make an assessment as to how the event should be classified, i.e. whether an emergency situation exists.

Where an emergency situation exists, liaise with the caller to determine specific particulars of the event that will enable the dispatch of an appropriate agency with minimal delay.

Maintain contact between the caller and the appropriate agency where required to facilitate the resolution of the situation.

As required, provide advice, counseling or assistance while on line to ensure a successful outcome for those exposed to the situation

Where an emergency situation is not assessed as the nature of the event, providing advice as to the correct agency to contact or suggesting ways in which the caller’s problem can be addressed without the commitment of emergency services resources

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Emergency Services Agent - Basic

This role requires incumbents to respond to inbound calls of an emergency nature to assist people in potentially dangerous situations. It involves consultation with callers to determine the nature of the event or danger and provide advice on how and where to find assistance - eg a poisons information line. It may involve liaison with statutory emergency services authorities (see below).

Emergency Services Agent - Advanced

This role requires incumbents to respond to inbound calls of an emergency nature to assist people in what are apparently dangerous or life threatening situations. It involves consultation with callers to determine the nature of the event or danger and coordination of resources to ensure the event is responded to in an appropriate manner. It may involve providing direct assistance to a person in an emergency situation while the appropriate response unit or agency is in transit. The role will normally be providing support to services such as ambulance, police or fire brigade and liaising directly with such agencies as required by the situation. This role involves a very high consequence of error.

Salary Table

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