Call and CRM check to evaluate the performance of managers

Project Goal

Conduct an audit of the sales managers' work: check the calls recorded in the Binotel system and the entries in CRM/1C to confirm the validity of the reasons for customer refusals stated by the managers. Provide a report with analysis, conclusions, and recommendations.

Freelancer Tasks

1. Check calls in the Binotel system:

   • Listen to the recordings of calls with clients from the provided list.
   • Determine whether the client actually refused, and if so, for what reason.
   • Assess the quality of the manager's work (for example, whether objections were handled correctly, whether the client was interested, whether the manager "lost" the deal).

2. CRM/1C Analysis:

   • Cross-check entries in CRM/1C with call data.
   • Verify whether the reasons for refusals stated by the manager match the actual reasons given by the client.
   • Estimated number of closed orders for verification — 240 pcs.

3. Client Callbacks (if necessary):

   • Call clients from the provided list if call recordings are missing or raise doubts.
   • Clarify:
     • Did they communicate with the manager?
     • Were they interested in the product/service?
     • Did they really refuse (and if so, for what reason)?

4. Report Preparation:

   • Prepare a detailed verification report that includes:
     • The number of checked calls.
     • The actual reasons for customer refusals.
     • Cases where the reasons for refusals do not match reality.
     • Recommendations for improving the managers' work.
   • Be ready to discuss the report results with the client and managers.

Input Data

1. Access to the Binotel system:

   • Login and password for accessing call recordings.
   • Instructions on how to find the necessary calls.

2. Access to CRM/1C:

   • Login and password for accessing the relevant section.
   • Instructions on how to find information about clients.

3. List of clients for verification:

   • Excel table or list in CRM indicating:
     • Client's name.
     • Phone number.
     • Date of the call.
     • Reason for refusal stated by the manager.

4. Script for client callbacks (if needed):

   • For example:

     
     

     
     

     Hello! This is [Name] from [Company Name]. We are conducting a service quality audit. Could you please tell me if you spoke with our manager [Name]? Did you have any questions or suggestions regarding our services? If you did not use our services, could you tell me why?
     

Work Results

1. Report in a convenient format (Excel, PDF, or Word) that includes:

   • A list of checked clients.
   • Identified actual reasons for refusals.
   • Cases of discrepancies between stated and actual reasons.
   • Analysis of the effectiveness of the managers' work:
     • For example, how many actual refusals, how many clients were "lost" due to the manager's mistakes.
   • Recommendations for improvement.

2. Report Discussion:

   • Willingness to explain the verification results and answer the client's questions.

Freelancer Requirements

1. Experience with call audits or sales analysis.
2. Knowledge of working with CRM systems (for example, amoCRM, Bitrix, 1C, etc.).
3. Ability to analyze calls and identify actual reasons for refusals.
4. Proficient Ukrainian or Russian language (for communication with clients).
5. Attention to detail and responsibility.

Deadlines

• The verification must be completed within 5-7 days after receiving access and the client list.

Additional Conditions

1. Confidentiality: the freelancer signs a non-disclosure agreement regarding client information and internal company data.