Sales Call Center Operations

This SOP establishes the comprehensive process for operating the Red Run Sales Call Center within CannaOps. It covers all aspects of customer outreach, inbound call handling, contact management, and performance tracking.

Business Impact: The Call Center is the frontline of Red Run's wholesale operations. Effective calling converts leads into customers, maintains existing relationships, and drives revenue growth. This role is critical to the company's success.

In Scope	Out of Scope
Outbound sales calls to wholesale customers Inbound call handling via softphone Customer contact verification and updates Call logging and documentation Voicemail management Daily ritual execution Performance metric tracking	Order entry in Distru (see SOP 300.100.701) Pricing negotiations (escalate to Marc) Credit/payment issues (escalate to Charlene) Product complaints (escalate to QC) Technical system issues (escalate to Axis)

The Three Pillars

Core Principles

• Relationships First: We're building long-term partnerships, not making one-time sales
• Active Listening: Understanding the customer's needs is more important than pitching
• Accurate Documentation: If it's not logged, it didn't happen
• Prompt Follow-Through: Do what you say you'll do, when you say you'll do it
• Continuous Improvement: Every day, get a little better

Term	Definition
Softphone	Browser-based phone system in CannaOps that uses your computer/headset for calls
DM (Decision Maker)	The person with purchasing authority at a customer account — the critical contact
Ruby	Red Run's AI receptionist that handles initial inbound calls on the 833 number
Distru	Manufacturing ERP system where customer data and orders live
Call Log	Record of each call including outcome, notes, and follow-up actions
Phonebook	Master contact database with verified customer information
Disposition	The outcome/result of a call (Connected, Left VM, No Answer, etc.)
Call-to-Order	Ratio of calls made to orders received — key performance metric
Contact Rate	Percentage of calls where you reach a live person
Verified Contact	Contact information confirmed as accurate during a live conversation

Role	Responsibilities
Sales Agent (Jessica)	Primary operator. Makes outbound calls, handles inbound transfers, logs all activities, maintains contact data, meets daily KPIs.
Marc Theiler	Accountable for sales strategy and results. Handles pricing negotiations, major account issues, performance coaching.
Charlene	Consulted on customer account issues. Handles AR/payment questions, customer history lookups.
Ruby (AI)	Handles initial inbound calls, transfers to Sales Agent when available, captures voicemails when offline.
Axis (AI)	Maintains CannaOps dashboard, provides technical support, tracks metrics, syncs data with Distru.

Required Equipment

Item	Specification	Purpose
Computer	Modern laptop/desktop with Chrome/Edge browser	Runs CannaOps dashboard and softphone
Internet	Stable broadband connection (min 10 Mbps)	Required for VoIP calls
Bluetooth Headset	Noise-canceling with microphone (Jabra, Plantronics)	Hands-free calling with clear audio
Backup Headset	Wired USB headset	Fallback if Bluetooth fails
Notepad	Physical notebook or digital notes app	Quick notes during calls before logging

System Access Required

• CannaOps Call Center: https://redrun-cannaops.asabovetechnologies.workers.dev/call-center/
• Google Sheets (Customer Relations Log): Shared access to log calls
• Distru: View access to customer data (read-only minimum)

Equipment Test Procedure

Going Online

1. Open Call Center: /call-center/
2. Locate the softphone panel (top right, or in voicemail panel header)
3. Click "📞 Go Online" button
4. If prompted for microphone permission, click "Allow"
5. Wait for status to show ● Online

Making Outbound Calls

1. In the Sales Dialer section, find your target customer
2. Click the 📞 Call button next to their number
3. Call connects through your headset
4. The call timer shows duration in the dialer interface
5. Click 🔴 End Call when finished

Receiving Inbound Calls

1. When a call comes in, you'll hear a ringtone and see a popup
2. Ruby will introduce the caller before transferring
3. Click ✅ Accept to take the call
4. Click ❌ Decline to send to voicemail
5. Greet the caller: "Red Run Wholesale, this is Jessica, how can I help you?"

During a Call

• Mute: Click mute icon to mute your microphone (caller can't hear you)
• Notes: Jot quick notes on paper — you'll log fully after the call
• Hold: If you need to look something up, ask permission: "May I place you on a brief hold?"

Going Offline

1. Click "Go Offline" button
2. Status changes to ● Offline
3. Inbound calls will now go to voicemail via Ruby

Before the Call

1. Review customer card — last order date, typical products, any notes
2. Check if there's a scheduled callback or reason for call
3. Have talking points ready (new products, promotions, restock check)

The Call Script Framework

Call Dispositions

Disposition	When to Use	Follow-Up
Connected - Order	Spoke with DM, order placed	Confirm in Distru
Connected - No Order	Spoke with DM, no order this time	Schedule callback
Connected - Info Only	Spoke with non-DM, left message	Try DM direct later
Left Voicemail	No answer, left VM	Try again in 2-3 days
No Answer - No VM	No answer, no VM option	Try again next day
Wrong Number	Number is incorrect	Research correct number
Do Not Call	Customer requested no calls	Flag in Phonebook

Voicemail Script

Inbound Call Flow

1. Caller dials 833-907-2471
2. Ruby (AI) answers, identifies caller's needs
3. If you're Online, Ruby says "Let me transfer you to Jessica"
4. Your phone rings — accept the call
5. Greet: "Red Run Wholesale, this is Jessica, how can I help you?"

Standard Greeting

Common Inbound Scenarios

Caller Needs	Your Action
Place an order	Take order details, enter in Distru, confirm totals
Check order status	Look up in Distru, provide ETA
Product question	Answer if you know, otherwise "Let me check and call you back"
Pricing question	Refer to price sheet. Complex negotiations → escalate to Marc
Complaint/Issue	Listen fully, document, escalate to appropriate person
New account inquiry	Gather info, explain onboarding process, schedule follow-up

How to Log a Call

1. After ending a call, click "Log Call" button
2. The log modal opens with customer pre-filled
3. Select Disposition from dropdown
4. Enter Notes — what was discussed, any commitments made
5. Set Follow-Up Date if callback needed
6. Click Save

What to Include in Notes

• Who you spoke with (name and role)
• What was discussed (products, issues, questions)
• Outcome (order placed? interested? not now?)
• Commitments (what you promised to do)
• Next Steps (when to follow up, what to prepare)

Good Note Example

Bad Note Example

Contact Information Updates

During calls, actively verify contact information:

• "Is this still the best number to reach you?"
• "Who handles purchasing decisions there?"
• "What's the best email for order confirmations?"

When you get updated info, note it in the call log AND update the Phonebook.

The Phonebook

The Phonebook is our master contact database. Accurate contact data is critical for effective sales operations.

Required Fields for Each Account

Field	Description	Priority
Retail Phone #	Main business phone number	Required
Retail Email	Main business email	Required
DM Name	Decision Maker's full name	Critical
DM Role	Title/position (Owner, Buyer, Manager)	Important
DM Cell Phone	Decision Maker's direct cell	Critical
DM Email	Decision Maker's direct email	Critical
Owner Name	Business owner's name	Important
Owner Cell	Owner's direct cell (if different from DM)	If available
Owner Email	Owner's direct email	If available

Verification Process

1. When you reach a live person, verify their info: "I have your number as [X], is that correct?"
2. If they confirm, mark the contact as Verified (highlight green in sheet)
3. If incorrect, get the right info and update immediately
4. Ask for DM contact if you don't have it: "Who handles purchasing? What's the best way to reach them directly?"

Updating the Phonebook

1. Open Google Sheets → Customer Relations Log → Phonebook tab
2. Find the customer row
3. Update the relevant fields
4. If verified in conversation, highlight the row green
5. Add note in comments if there's context (e.g., "DM = owner's daughter, handles all orders")

Checking Voicemails

1. Click the 📩 Voicemail icon in the Call Center
2. The badge shows number of unheard messages
3. Click on a voicemail to play it
4. Listen to full message
5. Note the caller's name, number, and reason for calling

Responding to Voicemails

Priority	Response Time	Examples
Urgent	Within 1 hour	Order issue, delivery problem, complaint
High	Same day	Order inquiry, product question
Normal	Within 24 hours	General inquiry, callback request

Voicemail Response Process

1. Listen to voicemail, note key details
2. Research/prepare if needed (check order status, gather info)
3. Call back using the number provided
4. Log the return call with reference to original voicemail
5. Mark voicemail as handled

When to Escalate

Issue Type	Escalate To	How
Pricing negotiations / custom deals	Marc Theiler	Slack/text, include customer name and request
Payment/credit issues	Charlene	Email with account details
Product quality complaint	QC / Monica	Document in Issue Tracker + notify
Order fulfillment issue	Hub Supervisor / Torin	CannaOps Issue Tracker
Angry/difficult customer	Marc Theiler	Immediate call/text
Technical system issue	Axis (AI)	Report via #cannaops-project

How to Escalate Effectively

Daily Targets

Metric	Target	Measured
Calls Made	30+ per day	CannaOps Call Log
Contact Rate	40%+ (12+ contacts)	Connected / Total Calls
Voicemail Response	100% same day	All VMs returned
Call Logging	100%	Every call logged

Weekly Targets

Metric	Target	Notes
Orders Generated	10+ orders/week	From call center activities
New Contact Verifications	15+/week	Updated/verified Phonebook entries
Callbacks Completed	100%	All scheduled follow-ups done

How Metrics Are Tracked

• Call Activity: CannaOps dashboard shows real-time and daily totals
• Call Log: Google Sheets with all logged calls
• Weekly Review: Marc reviews metrics Monday morning

For detailed troubleshooting procedures, see the Complete Troubleshooting Guide.

Quick Fixes

Problem	Quick Fix
Softphone won't go online	Refresh page. Check microphone permissions. Try different browser.
Can't hear caller	Check headset connection. Check volume. Check audio output settings.
Caller can't hear me	Check mute button. Check headset mic. Check microphone settings.
Bluetooth headset not connecting	Turn off/on headset. Forget and re-pair device.
Call quality is poor	Check internet connection. Close other bandwidth-heavy apps.
Page not loading	Check internet. Clear browser cache. Try incognito mode.

Level 1: Read & Acknowledge

• Read this entire SOP
• Read the Troubleshooting Guide
• Watch softphone demo video (when available)
• Digitally acknowledge completion

Level 2: Supervised Practice

• Complete Level 1
• Complete 1 week of supervised call center operation
• Demonstrate all daily rituals correctly
• Demonstrate proper call logging
• Successfully troubleshoot a common issue

Level 3: Independent Certification

• Complete Level 2
• Achieve daily targets for 2 consecutive weeks
• Demonstrate escalation procedure correctly
• Train a new team member on basic operations

Version	Date	Author	Changes
1.0	March 24, 2026	Axis / Marc Theiler	Initial release. Complete Call Center SOP with daily rituals.