Templates

Note: Welcome emails should be sent within 1 hour of Client introduction from the Closer.

Hi [Client Name],

We’re really excited to be part of your team!

I’d love to set up an onboarding call with you so we can go over your campaign details and make sure everything’s set up just the way you want it. You can pick a time that works best for you using the link below:

Schedule a Meeting [Link your Calendly or Google Meet]

To help us get started smoothly, it would be great if you could share the following:

• Training sessions or materials

• Scripts, documents, or other references

• Tools we’ll be using (CRMs, dialers, LinkedIn, email mailboxes, etc.)

• Logins or credentials, if applicable

• Your preferred mode of communication (WhatsApp, Slack, Discord, G-Chat, etc.)

• Key performance indicators (targets and milestones)

• Meeting schedule or cadence

• End-of-day reporting format
  
  

If you don’t have these ready yet, no problem at all — we can go over them together during the call.

Thank you, and I’m really looking forward to working with you!

Warm regards,
[Your Name]

Note: Prepared by the Account Manager or Operations Assistant as soon as receiving the Endorsement email or note from the Closer. If needed, request for a meeting with the Closer for more insight or information about the Client or Campaign.

Account Managers, Operations Assistants or anyone who is assigned a client or campaign is expected to have an Onboarding or Kick Off Call with the client.

Pre Call Work:

• Read through the endorsement email or note from the Closer

• If needed, meet with the Closer for more information about the Client, Campaign and their requirements

• Prepare for the call

  • We highly recommed using an Onboarding deck

  • Go through what needs to be discussed with the Client 

  • Research about the Client and their business, as well as the competitors

  • Tailor fit your conversation to the Campaign and Client requirements

    • Research their industry standards

    • Discuss with other members of the Operations team for any similar campaigns and what worked best

  • Check the assigned agent for the Campaign

    • It's best to meet with the agent(s) before meeting with the Client, this is to get to know the agent and would be able to share this with the Client during the call

      • Schedule a follow up call with the Agent(s) for Campaign onboarding and provide them an overview and what they need to prepare for

• Create an End of Day report template that can be shared with the Client during the call

  • This should be a spreadsheet and then chat format, adjust depending on what's relevant to the Campaign

Note: We should aim to start the Campaign within 2 days post-ONB.

Purpose of the Onboarding/Kick Off Call:

The Onboarding Call serves as the foundation for building a strong working relationship between the Client and their Account Manager. This meeting sets the tone for collaboration by aligning expectations, establishing communication and escalation processes, and providing clarity on campaign objectives.

During the call, the Account Manager will:

• Demonstrate their expertise and strategic approach to managing campaigns, including how they handle challenges or performance dips

• Outline what the Client can expect in terms of team or agent progress, reporting cadence, and week-to-week performance milestones

• Learn more about the Client’s business operations, workflow, and internal processes to ensure the team’s efforts are aligned with the Client’s goals

• Assess opportunities for growth, optimization, and long-term partnership potential

The goal is to ensure both sides leave the call with a shared understanding of how success will be measured, how communication will flow, and how the partnership will be managed moving forward.

What's Required:

• Introduction (as AM/POC, getting to know the client/rapport building)

• Discuss meeting or call agenda

• Engagement (reiterate role, responsibilties, etc -based on the endorsement)

• Tools & access

• Timeline & expectations (training, output/productivity, goals)

• Processes - involving invoicing, replacements and cancellation

• Next steps (weekly check in meetings, training and start date, sharing of access, and communications platform)

Post Call Work:

• Documentation & Notes - summarize the key points and record this on friday.virtualchamps.com, then update the Campaign status to ONB Done

• Send an email to the client with next steps and timeline

  • What's expected from you

  • What you expect from the Client

• Send a recurring calendar invite based on the agreed upon day and time for weekly check-in

• Create a group chat between you, the Client, the Agent(s), Operations Assistant, and other members of the Client's team if necessary

• Set a follow up or Onboarding call with the Agent for orientation and help them prepare for the Campaign even before their target start date

• Work on what you need to do and what you need to send to the Client so that there are no delays in the target start date of the Campaign

📝ONB Template

Note: Should be sent the day before your time away

To: ops@virtualchamps.com

Subject: OOO Endorsement (Start Date - Return Date)

Hi Team,

I will be away starting __________ and would return on _____________.

I have endorsed my accounts to [AM/OA's Name].

List of campaigns endorsed with instructions for each campaign with agent's schedule and contact information:

• Campaign 1

• Campaign 2

• Campaign 3

• Campaign 4

• Campaign 5

Please take note of:

• Any special instructions for a specific campaign, agent or client

• Dates or times to remember

(Attach or link any necessary documents more more details)

Thank you,

[Your Name]

Note: Should be sent the day before your time away

✉️Email

To: Client email

CC: email of the temporary POC, emma@virtualchamps.com, + other team members from the Client side who needs to know

Subject - Out of Office Notice - (From Date - To Date)

Hi [Client Name],

I hope you're doing well. I wanted to reach out to let you know that I will be out on leave for a few days starting [Date], and I'll be back on [Date].

Don't worry though, while I'm away, [temporary POC Name] from our Operations team will be overseeing your Campaign and will serve as your temporary POC.

Name:

Email:

I've made sure that things will run as normal while I'm out. But if you have any questions or concerns, please feel free to reach out to [Temporary POC's name].

Warm Regards,

[Your Name]

📲SMS

Hi [Client Name], I just wanted to let you know that I'll be out from [Date] to [Date]. [Temporary POC's name] from our Operations team will be overseeing your campaign in the mean time. If you have questions or concerns, please feel free to reach out to [Temporary POC's name] here or through email [Email].

Should be sent the day before your time away

To: ops@virtualchamps.com

Subject: OOO Endorsement (Start Date - Return Date)

Hi Team,

I will be away starting __________ and would return on _____________.

I have endorsed my accounts to [AM/OA's Name].

List of campaigns endorsed with instructions for each campaign with agent's schedule and contact information:

• Campaign 1

• Campaign 2

• Campaign 3

• Campaign 4

• Campaign 5

Please take note of:

• Any special instructions for a specific campaign, agent or client

• Dates or times to remember

(Attach or link any necessary documents more more details)

Thank you,

[Your Name]

Should be sent the day before your time away

To: ops@virtualchamps.com

Subject: OOO Endorsement (Start Date - Return Date)

Hi Team,

I will be away starting __________ and would return on _____________.

I have endorsed my accounts to [AM/OA's Name].

List of campaigns endorsed with instructions for each campaign with agent's schedule and contact information:

• Campaign 1

• Campaign 2

• Campaign 3

• Campaign 4

• Campaign 5

Please take note of:

• Any special instructions for a specific campaign, agent or client

• Dates or times to remember

(Attach or link any necessary documents more more details)

Thank you,

[Your Name]