Agent SOP (Tier 1, 2, 3)

Objective:

To consistently generate qualified business loan leads through professional outbound calls.

Daily Tasks:

1. Log in to dialer, CRM, and communication tools by the shift start time
Review the daily target and script.
2. Begin outbound dialing using the approved pitch. Log every call outcome in CRM (fooling around, DNC, transferred etc.)
3. Escalate any abusive or technical issues to TL immediately.

Call Guidelines:


a) Use the latest approved script and maintain a clear, confident tone.
b) Ask qualifying questions (e.g., monthly revenue, years in business, use of funds, etc).
c) If the lead qualifies, proceed with a warm transfer or book an appointment.
d) If not interested, politely record the reason in the CRM and end the call respectfully.

Performance Targets:

Tier 1: 2 transfers / 12 day (40/month)
Tier 2: 3 transfers / 15 day (60/month)
Tier 3: 4 transfers / 17 day (75/month)

Do's:


a) Follow the approved pitch and objection handling techniques.
b) Keep calls short, engaging, and respectful.
c) Stay updated with the latest product knowledge and training.

Don'ts:

a) Never argue with a lead.
b) Don’t deviate from script unless trained.
c) No fake call logs or misreporting.

Team Leader SOP: Coaching, Execution & Daily Team Support

Objective:

To coach and monitor agents for performance, quality, and morale.

Daily Tasks:

1. Conduct morning huddle (targets, motivation, announcements).
2. Monitor live calls and review call recordings.
3. Track each agent’s daily performance and update dashboard.
4. Provide feedback and support to underperformers.
5. Ensure CRM data and logs are clean and compliant.

Weekly Tasks:

a) Conduct 1-on-1 coaching sessions for bottom performers.
b) Submit weekly report to manager (agent performance + observations).
c) Nominate agents for R&R or floor updates.


Do's:

a) Be available for real-time floor support.
b) Lead by example with fairness and clarity.
c) Use performance data to guide coaching.


Don'ts:

a) No favoritism in task assignment.
b) Don’t forward tasks without understanding agent needs.
c) Avoid demotivating tone in feedback.

Manager SOP: Leadership & Floor Operations

Objective:

To lead by example while ensuring smooth floor operations, driving performance through structured processes, fair practices, and solution-oriented coaching—ultimately promoting a culture of accountability, teamwork, and continuous improvement.

Daily Tasks:

Review TL and agent performance metrics regularly and provide constructive feedback, with a focus on solutions and growth.

Handle escalations professionally and fairly, ensuring that all issues are addressed with the team’s well-being in mind.

Approve exceptions (leaves, breaks, escalated calls) based on fairness and team needs.

Facilitate solution-oriented briefings to address performance challenges, focusing on actionable steps for improvement.

Encourage and support the team in consistently hitting their daily and weekly transfer targets, but focus on overall development and engagement, not just numbers.



Weekly Tasks:

Conduct review meetings with TLs and Trainer to evaluate overall team health and morale (not just performance metrics).

Ensure policy compliance and fair lead rotation, ensuring no favoritism is shown towards specific agents.

Mentor the TLs and agents on how to handle challenges and improve results, rather than focusing on the outcome alone.

Report to business owner with summary and insights, including feedback on floor dynamics, team morale, and training effectiveness.



Leadership Guidelines:


Lead by example with integrity, professionalism, and empathy for all team members.

Maintain an atmosphere of fairness and transparency: No favoritism, and always ensure that decisions are made for the benefit of the majority.

Focus on coaching and developing the team rather than just dictating numbers or outcomes.

Encourage personal responsibility among team members, ensuring that every individual knows their role in the team’s success and how to overcome challenges.

Model appropriate behavior and maintain a professional image—leaders set the tone for the entire team.



Do's:

Ensure that all feedback sessions are constructive, solution-oriented, and respectful—help agents find solutions to their challenges.

Promote an open-door policy for agents to voice concerns, and work collaboratively on resolving issues.

Communicate targets, changes, and updates clearly and with purpose, explaining how each task fits into the broader company goals.

Support both high performers and underperformers with actionable plans and mentorship.

Use performance data to guide coaching, but always balance this with support for team morale and cohesion.


Don'ts:

Don’t focus solely on productivity numbers—recognize and address root causes of challenges and foster growth.

Don’t show favoritism—treat all team members fairly, and make decisions with the whole team in mind.

Don’t ignore feedback or avoid difficult conversations—address issues head-on and use them as opportunities for growth.

Don’t neglect team culture and morale—the success of the team depends on both results and the work environment.

Don’t settle for mediocrity—keep motivating the team with high standards and support for improvement.


Key Areas of Focus:

1. Solution-Oriented Briefings – Focus your briefings on guiding the team how to achieve results, not just the results themselves. Explain how to overcome obstacles, rather than only pointing out deficiencies..

2. Fostering Fairness – Remember the importance of no favoritism and fairness in all your decisions. Ensure every agent feels valued and that policies are applied consistently. Lead by example in all aspects of fairness.


3. Professionalism and Leadership by Example – Lead with professionalism and integrity in your actions, as these significantly influence team dynamics. Demonstrate respect, professionalism, and a commitment to the team's growth

4. Mentoring Over Supervision – Prioritize mentoring your team over simply managing numbers. Focus on helping agents develop skills and find solutions to their challenges, rather than just driving results.

5. Feedback and Development – Focus on providing constructive feedback that helps agents grow, rather than only pointing out mistakes. Build a culture of continuous improvement within the team.