Role Guide: Cold Caller

What this role is

You are the first human voice a property owner hears from our client. Most owners did not expect your call. Your job is not to buy the house. Your job is to find out, politely and quickly, whether the owner has a real reason to sell, and if they do, to learn enough that the next person can make a good offer.

Think of yourself as a friendly detective. You ask good questions, you listen more than you talk, and you write down exactly what you heard.

What you own

• Conversations: turning dials into real, two-way conversations with property owners.
• Qualification: learning the Four Pillars (motivation, timeline, condition, price) and the Three Checks (decision makers, money owed, occupancy and listing). See How a Deal Moves.
• Accurate dispositions: one correct code on every call, entered the same shift.
• Clean handoffs: Hot and Warm leads passed in the standard note format.
• Compliance on every call: your name and the client's company name at the start, the recording disclosure, calling only inside the permitted window, and honoring every stop request at once.

You do not own: making offers, quoting prices, promising closing dates, giving legal or tax advice, or changing a list.

Your tools (generic)

• Dialer: single-line, power or multi-line, depending on the campaign.
• CRM: where every lead, note, task and stage lives.
• Scripts: the Cold Call Opener and Seller Qualification scripts in the Script Library, plus the Objection Handbook.
• Tracker: your campaign's time tracker, running for your full scheduled shift.
• Team channel: for quick questions, hot lead alerts and escalations.

Your daily rhythm

Shift times and the exact order vary by campaign and by US time zone. A typical shift looks like this.

Block	What you do	Why
Start of shift	Check in using your campaign's check-in method. Start your tracker. Read the team channel and your callbacks. Confirm the dialer is loaded with today's scrubbed list and time-zone gating is on.	You start calm, with no surprises
Callbacks first	Call every callback that is due, at the time you promised, in the owner's time zone	A promised callback is a warm conversation. Missing it breaks trust.
Power block 1	Focused dialing in the markets whose late morning or midday window is open	Owners often answer around late morning and early evening, local time
Admin block	Finish all notes and codes, send handoffs, set callback tasks	Notes written hours later are less accurate
Power block 2	Evening window, moving from East to West time zones. Stop each zone at its cut-off.	Many owners are home from work
End of shift	Final notes, end-of-shift report, check out using your campaign's method	The client sees your work clearly

The Cold Calling Shift SOP page covers every step of the shift in detail.

KPIs that matter

These are Narqix starter targets built from industry data. Every list and market is different. Your team lead will adjust them after the first 2 to 4 weeks on a campaign.

Volume (the engine)

Metric	Multi-line dialer (about 6 dialing hours)	Single-line or manual dialing
Dials	600 to 1,000	80 to 150
Live contacts (a person answers)	60 to 120	10 to 25
Real conversations (owner engages beyond the opener)	15 to 30	4 to 8
Qualified leads (Hot or strong Warm)	2 to 4	about 1
Appointments booked (if your campaign books directly)	0.5 to 1	0 to 0.5

The funnel math (why patience matters)

• Industry data suggests roughly 240 dials for one qualified lead, depending on the list and market.
• Roughly 12 to 20 qualified leads produce one signed deal.
• That means about 3,000 to 5,000 dials per contract.

You will have days with zero leads. That is normal. What matters is that your quality stays high on every call, so that when the right owner answers, you are ready.

Quality (often more important than volume)

Metric	Target
Dispositions completed the same shift	100%
Handoff notes in the standard format	100% of Hot and Warm leads
Conversation to qualified lead rate	Track it weekly; your lead will set the target per list
Average talk time on real conversations	3 to 8 minutes (shorter usually means you did not dig into motivation)
QA score on recorded calls	85% or higher
Compliance exceptions (calls outside window, missed stop request, missing disclosure)	Zero

How a strong call sounds

A good call has five parts. The full words are in the Cold Call Opener and Seller Qualification scripts in the Script Library. Here is the shape.

1. Clean opener (10 to 15 seconds). Your name, the company you represent, the property address, and the recording disclosure.
2. Permission question. A simple, low-pressure question such as whether they have ever thought about selling.
3. Discovery. Ask about motivation first, then timeline, condition, and price. Let them talk. Reflect what you hear.
4. The Three Checks. Decision makers, money owed, occupancy and listing.
5. Clear close. Tell them exactly what happens next and when. Confirm the best number, time and whether they are comfortable receiving a text.

The 10 questions that cover almost every qualification

1. What has you thinking about selling? (Motivation)
2. How long have you been thinking about it? (Motivation and urgency)
3. If you did sell, when would you ideally want that done? (Timeline)
4. Is anyone living there right now? (Occupancy)
5. If you were keeping it, what would you want to fix or update? (Condition, open question)
6. About how old are the roof and the heating and cooling system? (Condition, big-ticket items)
7. Are the kitchen and bathrooms mostly original, or updated? (Condition, tier)
8. Is there a mortgage or anything else owed on it? (Money owed)
9. Is anyone else on the title, or anyone who would need to agree? (Decision makers)
10. If we could make this simple for you, do you have a number in mind? (Price)

Handoffs

You receive from	What you receive
Data and List team	Scrubbed, de-duplicated, time-zone gated lists, tagged by list type
SMS Agent	Owners who replied with interest and agreed to a call
Lead Manager	Callback requests and re-engagement tasks, when your campaign uses callers for this

You pass to	What you pass	When
Lead Manager	FU-WARM and HOT leads that need more qualifying	Same shift, standard handoff note
Acquisitions	HOT leads with a booked appointment (if your campaign books directly)	Same shift, with calendar invite and note
Data and List team	Wrong numbers, disconnected numbers, better contact info you discovered	Through codes and notes, same shift
Team lead	DNC requests that need special handling, LIT-FLAG calls, complaints	Same day, immediately for LIT-FLAG

Quality checklist (use it every shift)

• I checked in, and my tracker ran for my full scheduled shift.
• I called every due callback at the promised time.
• I said my name, the company name and the recording disclosure on every call.
• I only dialed inside each owner's permitted calling window.
• Every stop request was coded DNC immediately.
• Every call has exactly one correct disposition code.
• Every Hot and Warm lead has a full handoff note.
• I did not promise any price, date or result.
• My end-of-shift report is sent.

Common mistakes (and the fix)

Mistake	Why it hurts	Fix
Rushing the opener	Owners hang up when they cannot understand you	Slow down. Smile. Pause after the address.
Asking price first	The seller anchors high and the call becomes a price fight	Motivation first, price last
Accepting "it needs some work"	Acquisitions cannot estimate repairs	Ask about roof, HVAC, kitchen, baths, and "what would you fix first?"
Coding friendly people as Hot	Wastes acquisitions time; hurts your credibility	Use the Hot definition. All four pillars.
Writing notes at the end of the shift	Details are lost or mixed up	Notes during or right after each call
Arguing with objections	The owner feels pushed and asks to stop	Acknowledge, ask a curious question, accept a no gracefully
Leaving a stop request as NI	Legal risk for the client and for Narqix	Any stop wording means DNC
Calling a callback at your own clock time	You call at 7 AM their time	Always set tasks in the owner's local time

Escalation rules

Escalate to your team lead immediately (during the shift) when:

• An owner threatens legal action, mentions a lawyer, asks for your company's legal name or do-not-call policy, or asks if the call is recorded in an aggressive way (code LIT-FLAG).
• An owner sounds confused, very elderly, or unable to understand the conversation. Stop qualifying and note it.
• An owner mentions self-harm, abuse or an emergency. Follow the Narqix safety escalation in Narqix Standards.
• The dialer is calling outside the permitted window, or you see a number you know is on the do-not-call list.

Escalate the same day when:

• A list has many wrong numbers or disconnected numbers (tell the data team).
• An owner is angry about previous calls from the client.
• You are unsure which code to use.

Check yourself

1. Name the Four Pillars and the Three Checks.
2. On a multi-line dialer, what is the Narqix starter target for qualified leads per day?
3. An owner says, "We'd sell, but my husband is on the deed and he's against it." Which part of the qualification does this answer, and how would you code it if timeline is unclear?
4. Why do we ask about motivation before price?
5. List three situations you must escalate immediately.

Answers

1. Pillars: motivation, timeline, condition, price. Checks: ownership and decision makers, money owed, occupancy and listing status.
2. 2 to 4 qualified leads per day (with 600 to 1,000 dials).
3. Decision makers. Likely FU-WARM, with a clear note that the husband is on the deed and not yet agreeing.
4. Motivation tells us if there is a real reason to sell. If price comes first, the seller anchors on a number before we understand their situation.
5. Any three of: legal threats or pre-lawsuit questions, an owner who seems confused or vulnerable, safety emergencies, dialing outside the window, a known do-not-call number being dialed.

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