1. Pre-Call / Pre-Chat Preparation

• Review Lead/Customer Information:
  • Check CRM or campaign data for customer history, preferences, past purchases, and previous interactions.
• Set Clear Call Objectives:
  • Define the goal—appointment setting, feedback, renewal, follow-up, product recommendation, or sales pitch.
• Know the Offer/Product:
  • Be thoroughly familiar with the product/service, pricing, value proposition, and FAQs.
• Prepare Supporting Materials:
  • Keep scripts, rebuttals, reference materials, and documentation ready.
• Check Do-Not-Call Lists (DNC):
  • Ensure the number is not on internal or national DNC lists.
    
    

2. Greeting and Building Rapport

• Start with a polite and professional tone:
  “Good [morning/afternoon], this is [Name] calling from [Company]. May I speak with [Customer’s Name]?”
• Ask if it’s a good time to talk. Respect their schedule.
• Use information from their history to personalize the interaction.
• Smile while speaking—tone reflects through voice and helps build rapport.
  
  

3. Handling Objections

Use the LEARN method:

• Listen fully before responding.
• Empathize to show you understand.
• Ask clarifying questions to get to the root of the objection.
• Respond with value-driven answers.
• Navigate to alternatives or next best options.
  
  

Example:
“I understand that pricing is a concern—many of our customers felt the same way until they saw how much time and cost this solution saves them over the long term.”

4. Closing a Sale or Securing a Commitment

• Reiterate key benefits based on their needs.
• Ask for a micro-commitment (e.g., scheduling a demo, agreeing to a trial).
• Use assumptive close techniques when appropriate:
  “Great! I’ll get this processed for you right away.”
• Confirm all details and next steps clearly.
• Thank the customer for their time and decision.
  
  

5. Cross-Selling and Up-Selling to Existing Customers

• Use past purchase data or current plan limitations to recommend relevant upgrades or add-ons.
• Apply the FAB framework:
  • Feature: What it is.
  • Advantage: Why it matters.
  • Benefit: How it helps them.
• Example:
  “You’re currently using our basic plan. With the premium plan, you’ll get 24/7 support and advanced analytics—helping you save time and scale faster.”
• Ensure all upsells are ethical and beneficial to the customer.
  
  

6. Call Logging and Reporting

• Immediately update CRM with:
  • Call summary
  • Customer response/decision
  • Next action (e.g., follow-up, closed sale, declined)
  • Tags and disposition codes
• Maintain accuracy and clarity for future interactions.
• Submit end-of-day reports, if required, as per team guidelines.
  
  

7. Follow-Up with Leads

• Prioritize based on interest level and potential value.
• Schedule follow-up calls/emails in CRM with reminders.
• Customize follow-up messages referencing previous conversations.
• Track outcomes of follow-ups to refine future strategies.
  
  

8. Handling Difficult Customers

• Stay calm and avoid defensive language.
• Acknowledge frustration:
  “I understand why that would be frustrating. Let’s see how we can make this right.”
• Offer solutions or alternate options.
• If needed, escalate per protocol while maintaining a professional demeanor.
• Do not hang up or end chats abruptly unless there’s abuse—follow escalation procedures.
  
  

9. Time Management and Call Efficiency

• Keep calls focused on the objective.
• Use bridging statements to redirect off-topic discussions:
  That’s really interesting. Now, about your current service…”
• Avoid long hold times—use wrap-up time efficiently.
• Meet targets for Average Handling Time (AHT), but never rush a potential conversion.
  
  

10. Handling Follow-Up Emails After Outbound Calls

• Send a follow-up email within 1 hour of the call.
• Include:
  • Thank you message
  • Brief recap of the call
  • Action items or links (e.g., demo links, pricing sheets, proposals)
  • Contact details and availability
• Use branded templates when available but personalize them based on the conversation.
  
  

11. Adhering to Legal and Compliance Standards

• Consent and Identification:
  • Always introduce yourself, the company, and the purpose of the call.
  • Verify if the recipient is willing to continue the conversation.
• Data Protection:
  • Do not share sensitive customer data without authorization.
  • Adhere to GDPR, TCPA, CAN-SPAM, or other regional laws as applicable.
• No Misrepresentation:
  • Ensure complete transparency about offers, terms, and pricing.
• DNC Compliance:
  • Scrub all outbound lists against national and internal Do-Not-Call registries.
• Call Recording Notification:
  • Inform the customer if the call is being recorded, where required.
    
    

12. Performance Monitoring and Coaching

• Team Leads and QA Analysts will:
  • Review call recordings for SOP compliance
  • Score calls based on quality, resolution, and communication
  • Provide feedback through weekly coaching sessions
• High performers may be recognized or rewarded based on adherence and outcomes.
  
  

13. Escalation Procedures

• Escalate immediately for:
  • Irate or abusive customers
  • Technical or billing issues outside your scope
  • Legal or compliance-related concerns
• Follow the warm transfer protocol: brief the senior/manager before transferring the customer.
• Document the escalation with reason and resolution status in CRM.
  
  

14. Tools and Systems Required

• CRM Platform (e.g., Salesforce, HubSpot)
• Dialer Software (e.g., Five9, Genesys, Aircall)
• Knowledge Base/Helpdesk (e.g., Zendesk, Freshdesk)
• Internal Chat or Collaboration Tool (e.g., Slack, MS Teams)
• Email Templates and Schedulers (e.g., Outreach, Salesloft)
  
  

15. Daily Agent Checklist

✅ Review today’s call list and objectives
✅ Verify contact details and DNC status
✅ Prepare scripts and resources
✅ Execute outbound calls/chats
✅ Update CRM after every interaction
✅ Send follow-up emails as needed
✅ Attend team huddles or briefings
✅ Submit end-of-day summary or reports

By following this SOP, contact center agents will not only ensure a consistent and compliant experience across every customer interaction, but also increase productivity, close more deals, and foster customer loyalty.