Outbound Team

Bank tele-sales officers calling existing customers with pre-approved personal loan / top-up offers from registered 140-series lines.

1 Fatal BreachBelow TargetSales Team

supervisor_accountTeam Lead: Vikas Malhotra

Calls Reviewedcall

Across 1 RM

Team Average Scorespeed

65.8%

Score: 65.8%Floor: 80%

Fatal Callswarning

Compliance cap invoked

RMs on Rostergroups

1/1

1 active · 0 onboarding

route

Customer journey

Ranked by score — Vikas Malhotra’s team

1 RM

Relationship Manager	Band	Calls	Score (with fatal)	Fatal Calls
SK Sneha Kulkarni#OB-01 · Outbound Team	warningNeeds Coaching	3	65.8%	1

Lowest scoring first

3 calls

OB-3 · Ten days later, three months early — the call that undid the other two (call 3 of 3)

Sneha Kulkarni · Farida Sheikh · Fatal: called inside a no-contact instruction, kept pitching after refusal, then discussed the loan with the husband

OB-2 · The balance-transfer maths that talked the customer out of the loan

Sneha Kulkarni · Farida Sheikh · Honest "don’t switch" — no sale, customer sets December (call 2 of 3)

OB-1 · Pre-approved top-up offer: caught the customer driving, rescheduled correctly

Sneha Kulkarni · Farida Sheikh · Call-back agreed — customer driving (call 1 of 3)