VinRam Matrix

Type1: (Process-Sales)

• Good conversational
  
  capabilities

• More cold calls to customer
  
  base

• Better educational requirements

• Good retention strategies
  
  needed

• Sufficient space to be provided

• More competition among agents

Type 2: (Process — Service)

• Many calls are handled by
  
  Interactive voice devices

• Duration of calls is minimum

• Calls are mundane in nature

• More incoming calls

• Not much room is required

• Lower educational background

Type3: (People-Sales)

• Call duration will be more

• Product awareness will be low

• High qualifications with
  
  expertise in their domain

• Necessary training and more
  
  responsibilities to be given

• Good compensation with more
  
  incentive schemes

Type4: (People — Service)

• Should be highly skilful in his
  
  domain

• Technical services to be
  
  handled

• Frequent training programs
  
  needed

• Much emphasis on recognition

• Logical and analytical
  
  reasoning needed

• Should have requisite
  
  experience