AM - CC

Business

Health Insurance

Unit

Aditya Birla Health Insurance Company Ltd

Location

Thane, G Corp

Poornata Position Number of the job 

11B

Reports to: Poornata Position Number

371268

Poornata Position Title of the job 

Sales Telecaller

Reports to: Poornata Position Title

Team Leader – Sales  

Function

Contact Centre

Reports to: Function 

Contact Centre

Department

Contact Centre

Reports to: Department 

Contact Centre 

Designation of the Employee 

Sales Telecaller

Designation of the Manager  

Chief Manager 

Date of writing/updation of JD

12-01-2022

The purpose of the job is to cross sell/Sell Health Insurance to prospective customers over digital platform by building awareness about the brand & product awareness and resolving customer doubt/queries.

2) Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.  

Parameters 

Productivity: - 50 Calls a day 

Conversion: Target based 

Quality – 90% 

About the Health Insurance Industry –

While the current market sees more than 15 non-life players in the private space and 5 exclusive private players in the health insurance space trying to capture a sizable market share, the nationalised service provider (6) remains a strong competitor. In addition to this the business dynamics are such that the overall market on an annual basis which is to the tune of roughly 10,000 Crs sees close to 85 % of the business renewing with the existing service provider itself. This narrows down the opportunity of the fresh business actually being seriously fought in the market to approximately 1500 odd Crs. With the SME and the start-ups being the driving force of Indian economy, the opportunity to cater to these segments is immense and is increasing manifold year on year. The challenge here therefore remains as to how we capture a larger share of the opportunity by developing specific solutions to cater each segment of the business. Also by creating an inexpensive and standardized solution to increase the reach into the pockets of channel partners across the country to harness on their captive business and explore new opportunities with them.

Market Opportunities – With the advent of medical advancements, lifestyle changes, change in Indian socio-economic scenario and Indian healthcare space, and the insurers are facing challenges to cater to the needs of this diverse clientele. Increasingly Indian customers have started considering health insurance partners as intentions of health advisers. In this scenario it becomes extremely important to understand their psyche and then provide tailored solutions with wellness benefits which would help them meet their end objectives and bring in profitable revenue source for the company.

About the Aditya Birla Health Insurance –

Aditya Birla Health Insurance Co. Limited (ABHICL) was incorporated in 2015 as a 51:49 joint venture between Aditya Birla Capital Limited (ABCL) and MMI Strategic Investments (Pty) Ltd. ABHICL commenced its operations in October 2016.

ABHICL has entered the competitive health insurance market with an aim to expand the category to wider customer segments, beyond the ones that health insurance companies traditionally have marketed to. As the 6^th entrant in a category with well-established players, ABHICL is creating differentiation and equity for itself though the unique business proposition of “Health Insurance for All”, a one of a kind proposition in India at the moment. This is a philosophy that is being built through every single consumer touch point and into every single backend process of the company to ensure a customer’s experience of our proposition is continuous and seamless.

ABHI’s unique offering to market includes proposition includes -

• A Comprehensive Incentivized Wellness Program that will attract the young and health conscious and will motivate, guide and reward them to stay healthy
• A Chronic Care Management Program to cater to the unmet needs of a growing Indian population of those suffering from chronic lifestyle conditions like Diabetes, Asthma, High Cholesterol and Hypertension from Day 1
• ABHICL serves as an enabler and influencer of health and healthcare choices that customers make, in addition to being a payer of healthcare expenses. Thus, ABHICL would act like a much needed catalyst to grow the prevalent health insurance landscape in India through product innovations and a wider choice of consumer relevant products.
• ABHICL’s vision has always been digital. The company has been successful in adopting paper-less approach right from identifying to on-boarding to delivering seamless experience of its customers & employees.

Key Challenges for the role –

1. Sales Conversion (Explain):- Answering phones and explaining the product and services offered by the company.
2. Contacting existing customers as well as prospective customers using scripts.
3. Obtaining customer information and other relevant data.
4. Asking questions to the customer and understanding their specifications.
5. Resolving queries and issues related to the products and services.
6. Making personalized tracking of all the sales phone calls and sales deals and taking accountability of individual customer’s. – Followup and closelooping  
7. Taking and processing product orders in a professional manner till payment. 
8. Maintaining the database of the customers on a regular basis and rigorous follow-up until closure of deal. 
9. Suggesting solutions based on customer’s needs and requirements
10. Adhering to company’s shift timings, break adherence and maintaining a professional sales attire at all times 
11. Selling individual policies as per distance maintaining guidelines and adhering to scripts as per Risk and Legal inputs. – No Misselling Involved 
12. Maintain high average productivity
13. Ensure healthy average call time at desired conversion percentage 
14. Managing communication to customer i.e. misinformation about the product/misselling
15. Objection Handling 

GWP Targets

• Meet monthly, Quarterly and Annual topline targets.
• Maintain the desired product mix.

Conversions Rates

• Achieve desired conversion ratios per leads assigned 

Adherence to Sales process  

• Maintain a tracker of various calls and report on daily basis. Ensure accurate records are accurately updated 

• Use of digital tools like Sales application to achieve the organization objective of maximum digitization.

Compliance

• Compliance to distance marketing and other regulatory guidelines.

Nil

Internal

Nil

Nil

Nil

External

Nil

Nil

Nil

Job Holder

Reports to – Manager 

Name

Signature (needed for the hard copy)