Cold Calling Shift SOP

Why a standard shift matters

Clients pay for focused hours on the phone. A shift that starts late, has gaps, or ends without notes looks like a weak shift, even if the calls were good. This SOP makes every shift predictable for you, your team lead and the client.

Your scheduled shift, your campaign's check-in method and your tracker are set by your campaign. They differ between clients and US time zones. This SOP tells you what to do; your campaign tells you when and with which system.

Before the shift (15 to 30 minutes before)

• Stable internet and a backup connection ready (mobile data or a second network).
• Headset tested: microphone clear, no echo, no background noise.
• Quiet workspace. No TV, music, people talking or animals near you.
• Logged in to the CRM, dialer, team channel and any campaign tools.
• Today's scripts and the Objection Handbook open.
• Water nearby. Phone on silent.

Start of shift

1. Check in using your campaign's check-in method, at your scheduled start time, not later.
2. Start your tracker and confirm it is recording. It stays on for your full scheduled shift.
3. Read the team channel for updates, list changes or new instructions.
4. Check callbacks due today and when they fall in each owner's time zone.
5. Confirm the dialer setup: today's list is loaded, it was scrubbed, and time-zone gating is on. If anything looks wrong, tell your team lead before dialing.
6. Set your goal for the day from your KPI targets.

During the shift

The working loop

1. Dial.
2. Open honestly: your name, the company you represent, the property, and the recording disclosure.
3. Qualify with the Four Pillars and Three Checks.
4. Code the call with one disposition code.
5. Write the note immediately.
6. Handoff if Hot or Warm.
7. Repeat.

Calling window

• Narqix default: 9 AM to 8 PM in the owner's local time, Monday to Saturday. No Sundays. No US federal holidays.
• Some states are stricter. The dialer should enforce this, but you are responsible if you see a call going out of window. Stop and report.
• Never more than 3 attempts per owner in 24 hours, across every number and channel.

Breaks

• Take breaks only as your campaign allows, and record them in the way your campaign requires.
• Tell the team channel when you step away and when you return if your campaign asks for it.
• Never leave the dialer running while you are away from your desk.

Callbacks

• Call at the exact time you promised, in the owner's time zone.
• If you cannot make it, hand it to a teammate through the CRM before the time, with notes.

End of shift

1. Finish every note and disposition. Nothing is left "for tomorrow".
2. Send all handoffs.
3. Set every callback task with the owner's local time.
4. Send your end-of-shift report (format below).
5. Stop your tracker and check out using your campaign's check-out method.

End-of-shift report format

• Date and campaign: (CAMPAIGN NAME)
• Hours on the dialer
• Dials
• Live contacts
• Real conversations
• Hot leads (with addresses)
• Warm leads
• Appointments booked
• DNC requests captured
• Callbacks set for the next shift
• List or system issues noticed
• One thing that worked well today

Do's and don'ts

Do	Don't
Smile while you speak; it changes your voice	Read the script like a robot
Speak slowly and clearly, especially the address	Rush to "get through" the opener
Use the owner's name politely	Use nicknames or slang
Listen more than you talk	Interrupt or argue
Write notes as you go	Rely on memory at the end of the shift
Say "Thank you for your time" on every call, even a rude one	Hang up on anyone, or answer rudeness with rudeness
Ask your team lead when unsure	Guess a code or a rule
Keep the team channel professional	Share seller details outside approved systems

The rules (non-negotiable)

1. Identity and location: always say your name (or your approved work name) and the company you represent. When asked where you are calling from, answer with the company and its market: "I'm with (COMPANY NAME). We buy houses all over (MARKET)." Follow the client's approved wording, and never mention your own country. Never claim to be the owner or a government office.
2. Disclosure: state that the call may be recorded at the start of every call, in every state.
3. Stop means stop: any stop request is coded DNC immediately.
4. No offers: cold callers never give prices, ranges or closing dates.
5. No personal devices: never call or text owners from a personal phone, personal number or messaging app.
6. Privacy: never download recordings, lists or seller data to your own device. Never screenshot seller data for any reason not approved by your campaign.
7. Tracker on: your tracker runs for your full scheduled shift. Idle time without a reason is reviewed.
8. Respect: no discriminatory comments about any person, area, race, religion, nationality, disability or family situation. Fair housing rules apply to everything we say.

Technical problems

Problem	What you do
Internet drops	Switch to backup. Tell the team channel. Note the time.
Dialer or CRM down	Report in the team channel immediately. Use the time for notes, callback planning, or script practice if allowed.
Bad audio	Test headset. If it continues, report and stop dialing until fixed.
Power cut	Report from your phone as soon as possible. Follow your campaign's outage procedure.

Check yourself

1. What three things does your campaign decide, that this SOP does not fix?
2. What must you confirm about the dialer before your first call?
3. What is the Narqix default calling window?
4. Name five items in the end-of-shift report.
5. What do you do if you notice the dialer calling outside the window?

Answers

1. Your scheduled shift times, your check-in and check-out method, and your tracker.
2. That today's list is loaded and scrubbed, and that time-zone gating is on.
3. 9 AM to 8 PM in the owner's local time, Monday to Saturday, no Sundays or US federal holidays, plus any stricter state rule.
4. Any five of: hours on dialer, dials, contacts, conversations, Hot leads, Warm leads, appointments, DNC requests, callbacks set, issues, one thing that worked.
5. Stop dialing, report to your team lead immediately, and wait for instructions.

---

© Narqix Academy