Sales & service · Dedicated teams · Customer administration & BPO
Outsource the whole operation or a function such as outbound sales, lead qualification, appointment setting or inbound support. We provide the agents and manage their daily work. Calls are handled in your brand, with reporting that lets you see how the service is going.
Discuss your managed service
Some clients need a complete customer-contact team. Others need an outbound campaign, cover during busy periods or help with the follow-up work. We agree the jobs you want us to take on.
Follow up enquiries, qualify leads and arrange appointments or enrolment discussions. The team can also stay in touch with people who aren’t ready yet, or revisit older enquiries. Your sales or service staff receive the information needed for the next conversation.
Agents answer customer enquiries and service requests, including account questions and campaign responses. We agree which issues they can resolve and how to refer anything that needs your specialists.
Much of the work happens after the call: updating records, coordinating appointments and completing customer requests. We agree system access and approval rules for each task. We can also assess order processing, application handling or other back-office work as part of your requirements.
Agents need someone they can turn to during the working day. We agree who supervises the team, reviews calls and provides coaching, so problems don’t sit unresolved.
We use your product information and agreed customer processes. Before work starts, we confirm what agents can resolve, what needs approval and who in your business should receive a referral.
Agents can use calls, SMS and email to follow up the same enquiry, with notes available for the next person. If you need chat, messaging or case handling, we’ll check the platform and staffing requirements with you.
The management responsibilities are agreed before the team starts. They cover the staff doing the work and how issues will be handled.
Match rosters to the workload and keep an eye on calls and tasks waiting. We agree how to handle absences, overflow and changes in volume.
Review calls and customer records against the service you expect. When something is missed, use it in coaching and update the guidance agents rely on.
Report on activity and outcomes, including enquiries still needing attention. Regular reviews give both teams a chance to deal with recurring problems and agree changes.
Staff learn your business and handle the agreed customer work, supported by service guidance and a manager.
Shared staffing may suit a smaller workload or a busy period. We first check the service hours, training and access involved, then confirm whether suitable capacity is available.
Keep the staff and specialist work you want to manage internally. We can take on a separate function or provide additional capacity and management.
Dedicated teams, organised workflows and managed delivery for our clients.
HOME BUILDINGDedicated team · Enquiry management · Sales handover
Large Australian home builder
A large Australian home builder needed a consistent contact and qualification service between its enquiry database and sales consultants. We established a dedicated calling team and managed the enquiry-contact function, combining follow-up calls, SMS and customer-record updates within one operating workflow.
The managed service improved contact rates and sales-pipeline conversion, while giving consultants qualified enquiries and the information needed to continue each conversation.
The contact centre needed to engage prospective buyers, establish their requirements and maintain follow-up until an appropriate next step was agreed. Sales consultants needed a useful handover rather than an enquiry record with little context.
We organised a dedicated team around an agreed calling schedule and qualification process. Calls, follow-up attempts, SMS and database updates were coordinated as parts of the same service, with a clear division between enquiry management and the builder’s specialist sales work.
Agents contacted prospective buyers, gathered relevant information and updated the customer record as conversations progressed. Follow-up activity was organised around each enquiry so the next person could understand the contact history and current position.
Qualified enquiries were passed to the builder’s sales consultants with updated lead information. Consultants retained responsibility for property advice and closing sales; our team managed the contact, qualification and follow-up work that supported those discussions.
We delivered the enquiry-contact function as an ongoing managed service, keeping the team’s activity aligned with the calling schedule and qualification process. The builder maintained its own sales operation while outsourcing the work required to develop enquiries into informed sales conversations.
EDUCATIONTeam preparation · Course-specific qualification · Appointment handover
Australian vocational education provider
An Australian vocational education provider needed an organised outbound operation to engage businesses before a funding opportunity closed. We prepared and trained a calling team, developed course-specific scripts and managed the calling, qualification, appointment generation and reporting as one service.
The campaign generated appointments and enrolments during the funding period. Contact rates improved, and the maintained business database remained available for subsequent campaigns.
The provider needed to reach relevant businesses, establish interest in training and arrange discussions with its sales staff within a defined funding period. Agents needed enough course and industry context to hold a relevant conversation and identify the appropriate next step.
We organised the outbound calling function and prepared agents to speak with businesses in aged care and childcare. Course-specific scripting, qualification questions, appointment handling and reporting formed the operating process rather than separate campaign tasks.
Agents introduced the training opportunity, checked business interest and availability, and arranged discussions with the provider’s sales staff. Customer responses and contact information were maintained in the campaign database to support follow-up.
The contact centre developed initial business conversations into appointments for the provider’s team. Its specialists continued the course discussions and remained responsible for enrolment decisions and closing, supported by the information captured during qualification.
The calling service was managed against the campaign period, with reporting on activity and outcomes. The updated database preserved the information gathered during the work, allowing the provider to continue contact beyond the original funding campaign.
PROPERTY SERVICESDigital enquiry intake · Customer qualification · CRM-managed follow-up
Specialist property-services business
A specialist property-services business needed a managed contact operation connecting website enquiries, existing customer records and its sales team. We configured the enquiry and qualification workflow around the CRM, giving agents the context to handle new opportunities, repeat business and customer-service requests within the same operation.
The business gained an organised enquiry-contact process with requirements, contact history and follow-up actions recorded in the CRM. Its sales and service teams could continue each enquiry with a clear understanding of what had been discussed and what needed to happen next.
The business received enquiries through different website forms and also needed to contact existing customers. New sales opportunities, future projects and support requests required different handling. The contact centre needed to recognise those differences before passing work to the relevant team.
The setup connected digital enquiry intake with CRM fields, an agent qualification form and defined contact outcomes. Enquiry-source information and customer history were available alongside the record. Follow-up email templates and callback dates supported a consistent process after the first conversation.
Agents established the service required, property location, project timeframe and relevant details of the surface or work involved. Existing service history informed repeat-customer conversations. Separate outcomes distinguished sales follow-up, future opportunities, information requests and customer support.
Qualified requirements and conversation notes gave the sales team the context to progress an enquiry into its deal, quotation and booking process. Callback dates and information emails supported prospects who needed further contact. Technical advice, quotations and final sales decisions remained with the client’s specialists.
Contact activity and agreed actions were maintained against the customer record rather than being left in disconnected notes. This gave the business visibility across enquiry receipt, qualification and subsequent follow-up, while keeping sales, support and longer-term opportunities distinguishable.
INDUSTRIAL SERVICESSector-based prospecting · Asset qualification · Specialist sales referral
Industrial asset-services business
An industrial asset-services business needed a managed outbound operation that could identify prospective sellers and prepare meaningful referrals for its specialist sales team. We brought segmented business data, agent scripting, structured qualification and scheduled follow-up into a contact-centre workflow built around the asset-sale process.
The operation produced structured records of current selling opportunities, future disposal plans and market feedback. Specialist sales staff received the asset details, timing and customer preferences needed to take the next conversation forward.
The campaign needed to identify businesses considering the disposal of trucks, trailers, plant or equipment. An effective introduction required more than establishing general interest: the sales team needed to understand the asset, the seller’s position and the likely timing before making contact.
We organised industry-segmented contact lists and a practical agent guide supported by qualification fields, defined outcomes and callback scheduling. The workflow covered common questions and objections, with reporting by list to distinguish different sources and market segments.
Agents explored the asset type, make, model, age and working condition, together with the reason for selling and expected timeframe. They recorded any price stated by the customer, relevant finance information and the appropriate person for a sales discussion. Agents gathered the information without presenting their own valuation.
Interested sellers were referred with the context needed for a more detailed discussion. The client’s specialists retained responsibility for valuations, fees and the eventual sales process. The contact centre provided the introduction and qualification that allowed those specialists to focus on relevant opportunities.
Businesses with later disposal plans could be recorded for a scheduled callback rather than treated as immediate sales opportunities. Reporting separated qualified opportunities from other opportunities and retained market feedback, supporting continued prospecting and informed follow-up.
The agent rate is only part of the cost. Allow for management and training, the systems staff will use and any work involved in taking over the service. Your own team may also need time for approvals and specialist support.
We can compare staffing options once we understand the skills, coverage and system access the work requires.
Compare delivery modelsYes. You can keep your platforms, staff or specialist functions. We agree how the teams will work together, which system connections are needed and who is responsible when something needs attention.
We look at how much work is arriving, the hours it needs cover and the skills involved. The proposal sets out the staffing and service measures, as well as how we’ll handle changes in demand.
We work through what the new team needs to learn, which systems and people are involved, and how to keep the service running during the move. Testing and support after the change are agreed before the handover.
Tell us what your current team handles and where you need support. We’ll discuss the staffing and hours required, how we’d manage the work and what the handover would involve.
Discuss your managed serviceTry a live call and consider which enquiries AI could handle before a person takes over.