Eight kinds of business, one unanswered call.
The queue looks different in a lending house than it does in an ISP or a clinic, so the scripts, the hours, the escalation rules and the commercial model differ too. Pick a segment below and see the pain, the work, the pricing, the compliance line and the numbers we would report.
The line that has to be answered, whatever else is happening
Peak is exactly when you are shortest. Two people cover the phone, the inbox and whoever is on leave, and the calls that ring out are the ones from customers already having a bad day. Nobody can say how many were missed, because a missed call leaves no paperwork.
- Calls, WhatsApp, email and social answered as your brand, in English and Kiswahili.
- Agents trained on your product and your objections before they take a live call.
- Escalation on rules you wrote, with a named person to escalate to.
- Complaints logged as tickets with a clock, not as a note someone remembers.
Board and figures are illustrative of a working desk in this segment. Your own baseline is measured in the pilot and reported from week one.
Three commercial shapes. You will fit one of them.
Support work is capacity, so it is priced as capacity. Recovery work is outcome, so it is priced on outcome. Campaign work sits between the two and is priced per completed list. Nothing is priced per call, because per-call pricing rewards the wrong behaviour on a floor.
Seat month
A dedicated or shared agent seat for a month, at agreed hours. Used for inbound support desks, after-hours cover and any queue where the value is being reachable rather than being productive on a list.
Best for: support desks, ISPs and utilities, clinics, SMEs replacing a receptionist.
Per completed list
A price for working a defined list to completion, with a contact-rate commitment rather than a call count. Every record is either reached, dispositioned as unreachable, or returned with a reason.
Best for: onboarding, renewals, reactivation, surveys, school and insurance reminder drives.
Contingency
A percentage of what is actually recovered, quoted per ageing bucket, invoiced against the remittance that carries it. No recovery, no fee, and no charge for activity.
Best for: lenders, SACCOs, fintechs, rent and service-charge arrears, written-off books.
Mixed engagements are normal. A lender usually buys a seat month for its inbound queue and contingency for its arrears book, on one contract, with the two reported separately so neither flatters the other.
Different queues. Identical accountability.
Every contact dispositioned
A standard outcome code on every attempt, so a week reads the same way to your board as it does to our supervisor.
Recordings by customer
Retrieved by account rather than hunted by date. The fastest way to close a complaint in any industry.
Weekly pack, reasons included
Contacts, resolution times, outcomes, QA scores and complaints, with the reason behind every failure rather than an average that hides it.
Processed under a written agreement
Your customer data is used for your engagement only, in line with the Data Protection Act, and returned or destroyed when we finish.
Agents scoped to your account
Tenants are separated in the system itself, so an agent on another client's queue cannot see your customers at all.
Consent and DNC at the dial
Checked per number at the moment of dialling, with calling windows and frequency caps you set and we cannot override.
Tell us which queue hurts and we will tell you the shape.
Forty minutes on volumes, hours, systems and compliance, then a scoped proposal in the right commercial shape for the work rather than the one that suits us.