Your step-by-step operating playbook.
Proposed client-review workflow, not approved internal policy. Adapt approved-list outreach, qualification, scheduling, logging and opt-outs to client-defined permissions for meaningful sales conversations.
The complete SOP is visible below—no download or extra click required. Tailor the selected duties, training, tools and approval limits with your team before work starts.
Complete task & responsibility scope.
Conduct outreach within client-approved permissions, consent requirements and escalation rules.
Support approved prospect outreach, qualification, appointment setting and pipeline administration with documented contact permissions and human sales handoffs.
Select the duties relevant to your business at kickoff. Extended duties require suitable training, supervisor approval and scoped access; this list does not automatically authorize clinical, legal, licensed or financial decisions.
- Make outbound calls from approved lists
- Use approved scripts and qualify interest
- Schedule appointments
- Log outcomes and respect opt-out requests
- Conduct outbound calls from client-approved lists and scripts.
- Qualify leads and identify decision-makers using agreed criteria.
- Schedule sales appointments for authorized closers.
- Follow up with prospects and maintain contact records.
- Update the CRM with prospect information and interaction notes.
- Nurture leads through approved communication and cadence.
- Provide approved product information and answer basic questions.
- Assist with sales pipeline management.
- Generate sales reports and activity metrics.
- Support approved sales email campaigns and follow-ups.
01 / Deliverables, ownership & kickoff
What you receive
- Reviewed calling queue with exclusions and approval references
- Call records showing disposition, qualification answers and next action
- Appointment entries linked to the contact and sales owner
- Recorded opt-outs with suppression status and unresolved exceptions
- Activity summary separating attempts, conversations, appointments and blockers
Who owns what
Assistant
- Check list eligibility and current suppression before calling.
- Follow approved scripts, qualify stated interest and schedule within delegated permissions.
- Log outcomes, apply authorized opt-outs and flag unresolved exceptions.
Client owner
- Approve lists, contact permissions, consent requirements, scripts and retry limits.
- Define qualification criteria, appointment availability and suppression instructions.
- Resolve offer questions and retain pricing, commitments, purchases and payment decisions.
VSI coordinator or agreed Team Lead
- Confirm instructions, access boundaries and escalation contacts at kickoff.
- Review log samples and coach script adherence without changing client permissions.
- Track blockers and coordinate client clarification before affected outreach resumes.
Confirm before work starts
- Named client approver, appointment owner and backup escalation contact.
- Approved list version, source description and client-confirmed contact permissions.
- Current script with introduction, qualification questions and objection responses.
- Client-defined consent checks, calling windows, attempt limits and retry intervals.
- Suppression instructions for opt-outs, wrong numbers and uncertain identity.
- Appointment types, availability, timezone rules and CRM booking authority.
- Individual access, required log fields, review sample size and reporting channel.
Role-specific readiness checklist
- Confirm list provenance, contact permissions, suppression rules and outreach hours.
- Review the approved script, qualification criteria and escalation owner.
- Respect opt-outs and required recording disclosures immediately.
- Log call outcome, lead stage, consent status and next follow-up.
- Handoff qualified prospects and report activity and exceptions.
02 / Skills, systems & approved access
Skills and qualifications
- Professional outbound communication
- Lead qualification
- CRM and call logging
- Professional phone manner and verbal communication
- Sales experience or consultative selling aptitude
- Resilience and a positive response to rejection
- Active listening to identify customer needs
- Natural delivery of approved sales scripts
- Experience with CRM and sales tracking
- Goal-oriented mindset
- Understanding of sales metrics and KPIs
Verify the capability—not just the résumé
- Professional outbound communication
- Role-play an introduction and objection response; check tone and approved claims.
- Script discipline
- Route an unexpected offer question without improvising a promise.
- Lead qualification
- Classify sample answers against client criteria; distinguish stated interest from assumptions.
- CRM and call logging
- Enter a mock call with disposition, answers, next action and correct contact linkage.
- Opt-out handling
- Simulate an opt-out, apply authorized suppression and verify queue exclusion.
Tools and systems
Use client-approved tools and individual role-based accounts. Examples are options, not claims that an integration or subscription is included. Never share credentials in chat.
- Approved CRM and dialer
- Client-approved contact lists
- Suppression and opt-out system
- CRM software: Salesforce, HubSpot or Pipedrive
- VoIP phone systems
- Call tracking and recording software, with required permissions
- Email automation tools for approved follow-up
- Lead management systems
- Sales script management
- Performance tracking and reporting tools
How access supports the procedure
Approved CRM and dialer
Use: Place authorized calls, log dispositions and enter appointments using approved availability.
Access: Individual account; restrict calling, editing and booking to delegated functions.
Client-approved contact lists
Use: Identify assigned contacts, list version and permission references.
Access: Read assigned records; no independent sourcing, enrichment or unapproved exports.
Suppression and opt-out system
Use: Check exclusions and record authorized opt-out requests.
Access: Approved lookup and suppression permissions; no deletion or reinstatement authority.
03 / Prepare and release the eligible calling queue
Start when: A client-approved list or revised assignment arrives.
What you need
- Approved list and permission reference
- Current script and calling rules
- Current suppression records
How to complete the work
- Confirm list version, assigned segment and client authorization; hold missing approvals.
- Check identifiers, phone fields, duplicates and timezone information required by client rules.
- Compare contacts with suppression records; exclude matches and quarantine ambiguous identities.
- Check prior attempts against approved limits and intervals; remove ineligible retries.
- Record exclusions, checks and script version; request decisions on uncertain records.
- Release only the authorized subset; retain review status for held contacts.
Queue references approved inputs; contacts pass documented checks.
If something is missing or outside scope: Hold missing permissions, stale suppression data or conflicting identifiers; client owner decides eligibility.
04 / Conduct the call and qualify stated interest
Start when: An eligible contact reaches the approved calling window.
What you need
- Released contact record
- Approved script and qualification criteria
- Latest suppression and attempt history
How to complete the work
- Recheck suppression and attempt history before dialing; skip newly excluded contacts.
- Use the approved introduction; verify the intended contact without exposing unnecessary details.
- Use approved questions and responses; capture stated answers without inventing interest or commitments.
- For opt-outs, stop the pitch, record the request and apply authorized suppression before further outreach.
- Log time, disposition, answers and next action; distinguish no answer, wrong number and qualified interest.
- Pass appointment requests to booking; set retries only within approved rules and escalate unsupported questions.
Every attempt has a factual disposition; exclusions are honored and next actions have owners.
If something is missing or outside scope: If suppression fails, hold further calls and notify the client owner; do not treat silence as interest.
05 / Book the appointment and reconcile outcomes
Start when: A qualified contact requests an appointment, or a call batch closes.
What you need
- Call outcomes and qualification notes
- Approved appointment availability
- Opt-out and exception records
How to complete the work
- Check appointment type, qualification status, contact details and delegated booking authority.
- Offer approved available slots; confirm timezone and the contact's selected time.
- Create the authorized appointment, link qualification notes and record the sales owner.
- Read back approved details; leave requests unbooked when authorization or availability is missing.
- Reconcile attempts against CRM entries and opt-outs against suppression status; remove suppressed contacts from retries.
- Record confirmed or pending status; send the activity summary and route unresolved items to owners.
Appointments are linked, attempts reconcile and unresolved suppression or booking issues remain visibly held.
If something is missing or outside scope: Escalate unavailable slots, duplicate bookings or conflicting outcomes; never substitute a slot or override suppression.
06 / Daily rhythm, quality & reporting
Daily routine for this role
- Review approved queue, script changes and held records.
- Check suppression availability before the first call batch.
- Complete authorized calls and log outcomes before moving on.
- Reconcile appointments, opt-outs and outstanding client decisions.
Weekly review
- Review sampled calls and logs against approved scripts and criteria.
- Compare dispositions and appointments without equating attempts with qualified opportunities.
- Request client approval for script, retry or qualification changes.
Quality checks and measures
Agree review standards with the client. Example measures are not guaranteed service levels.
Pre-call eligibility checks
Review standard: Agree a target of all sampled attempts having permission and suppression checks.
Evidence: Queue review references and contact history.
Outcome completeness
Review standard: Agree a target of every attempt having required disposition and next-action fields.
Evidence: Attempt-to-CRM reconciliation.
Appointment accuracy
Review standard: Agree a target of no sampled mismatches in time, timezone or owner.
Evidence: Booking entries compared with call notes.
Opt-out handling
Review standard: Agree a target of no repeat outreach after a recorded opt-out.
Evidence: Suppression records compared with subsequent attempts.
Reporting and handoff
Cadence: Propose an end-of-day summary and weekly quality review; agree timing with the client, without guaranteed results.
- List and script versions
- Eligible and held contacts
- Attempts and reached contacts
- Qualification dispositions
- Booked and pending appointments
- Opt-outs and suppression exceptions
- Decisions needed, owner and next action
07 / Approval limits & escalation
Decisions that need approval
- Client defines contact permissions and consent requirements; unresolved eligibility blocks outreach.
- Use approved scripts; no independent offers, pricing changes or sales commitments.
- Client retains budgets, purchases, payments, filings and licensed, legal or clinical decisions.
- Systems are client-approved choices, not promised integrations; access requires explicit authorization.
- Use minimum necessary contact information; never share credentials or independently reactivate suppressed contacts.
Role-specific control requirements
- Client must approve outreach rules, consent requirements and applicable calling/email restrictions before contact.
- No unapproved claims, offers, contracts or recording; do not contact suppressed recipients.
- Review CRM completeness, opt-out handling and appointment quality weekly; no sales outcome is guaranteed.
What to do when work cannot proceed
Missing permission or ambiguous suppression match
Action: Hold the contact and request a documented eligibility decision.
Owner: Client owner
Opt-out update fails or queue still includes contact
Action: Stop affected outreach, document the failure and request suppression correction.
Owner: Client owner; coordinator tracks resolution
Complaint, unsupported claim or purchase/payment request
Action: End the pitch appropriately, record the issue and route without promising resolution.
Owner: Client owner
Booking conflict or repeated logging errors
Action: Hold conflicting bookings; correct authorized records and arrange review before resuming affected work.
Owner: Client owner for booking decisions; coordinator for coaching
Name the owner and backup, agree response windows and permissions, and record client sign-off at kickoff. Revisit the SOP whenever scope or access changes.