How do you ensure SDR quality and who's responsible if a rep damages our reputation?

Cormac Repman
4 hours ago
2 min read

We hold SDRs accountable through 1099 subcontractor agreements and strict hiring standards. Every rep has 2+ years of B2B experience (most have 5-10+ years), and all outreach is monitored by AI systems that flag issues in real-time. Your reps present themselves as representing your specific business and campaign, never as the service itself.

Why Subcontractor Agreements Matter

When SDRs sign 1099 agreements, they assume responsibility for their conduct and compliance with your brand guidelines. This isn't just legal protection for us; it's accountability that actually protects you. If a rep violates your outreach parameters or misrepresents your company, the agreement gives you contractual recourse. We also require reps to acknowledge that they're representing a specific client campaign, not a generic service, which keeps the focus on your brand integrity.

Our Hiring Bar is High

We don't hire SDRs with less than 2 years of B2B outbound experience. Many of our team members have 5 to 10+ years in roles like enterprise sales development, account executive training, or managing their own outbound campaigns. This experience means they understand compliance, tone, and the difference between aggressive and annoying. New reps go through a structured onboarding that includes your specific ICP, messaging, and any industry or regulatory requirements for your prospects.

Real-Time Monitoring Catches Problems Early

Every call is monitored by AI systems trained to detect red flags: aggressive language, misleading claims, failure to follow your brand voice, or misrepresenting what you do. If an issue is flagged, we investigate immediately and either reframe the rep's approach or remove them from your campaign. This happens in real-time, not at the end of the month, so problems never scale.

Reps Represent Your Business, Not a Service

This is critical for your reputation. When a rep calls on your behalf, they introduce themselves as working for your company on this specific campaign. They don't say "I'm calling on behalf of a lead generation service" or hide behind a middleman brand. You're getting direct representation, which means any perception of quality or professionalism reflects directly on your brand. That alignment is what keeps us focused on your success.

What Happens If Something Goes Wrong

If a rep violates your campaign guidelines or damages your reputation, we remove them from your account immediately and work with you to repair any relationships. We won't charge you for calls flagged as non-compliant or out-of-scope. If a prospect reports misconduct directly to you, we'll investigate with full call recordings and remediate. Since reps are presenting themselves as your team (not a third party), accountability is clear and direct.

The Bottom Line

Your brand is on the line with every call, so we structure everything to align our incentives with yours. Experienced reps, real-time monitoring, subcontractor accountability, and direct representation means SDR quality isn't a hope; it's built into how we operate.

Ready to see this in action? [Book a call](https://cal.com/nurturance) and let's talk about your specific quality standards and how we'll meet them.