• Sales via Freshdesk, Escalation Channel, and Telesales Platform
  

• Answer rate targets
  

• Quality standards
  

• Product knowledge assessment (Quiz)
  

• Upgrades allocation TAT
  

• M-KOPA Values adherence (including Schedule Adherence)
  

Customer Upgrades

• Upgrading existing customers on the system efficiently
  

• Allocating phones to customers within agreed turnaround times (TAT)
  

Answer Rate Management

• Ensuring answer rate standards are consistently met
  

Basic Troubleshooting

• Resolving phone payment issues for customers
  

• Guiding customers on how to navigate the M-KOPA App
  

Quality Adherence

• Maintaining adherence to quality standards at all times
  

• Offering first-call resolution (FCR) to customer issues
  

Task Queue Management

• Addressing telesales product-related issues through the Task Manager Queue
  

• Managing escalations to telesales outbound teams
  

Inbound Selling

• Pitching current M-KOPA products to both existing and new interested customers
  

• Advising customers on how to access cash loans through the M-KOPA App