ERP for BPO / Concierge Voice. Inbound desk, SLAs and per-client billing on one ledger.
Inbound desk, SLAs and client contracts on one ledger, so a breach is on your report before it is in the client's review. The UAE and Saudi Arabia edition arrives from December 2026.
From December 2026How does Kinnow help a BPO or concierge voice business? Every contact becomes a ticket with a clock, the client contract carries its obligations and the service promises you gave (SLAs), invoices are raised on the rate agreed with each client, and payroll for a shift-based floor runs on the same records. The AI voice channel is planned and is not part of this release. Nothing is filed, paid or posted without a person.
Your business in one paragraph
A voice business sells resolution against a clock. A client signs for seats, shifts and a service promise (SLA); the floor takes the contact; the client goes through the month in a quarterly business review. Your cost is people, so the profit and loss comes down to staff turnover, night allowances and seats filled against seats contracted. Money leaks when resolved work never reaches an invoice line, when a missed promise is found in the client's review instead of your own report, and when a seat is committed before the contract is signed. The owner is awake over the client who is about to leave, the queue that missed its promise last night, and the agents who leave in numbers.
See your own SLA breaches on Kinnow. Send us last month's ticket export.
How your month runs on Kinnow
Ten steps from prospect to signed-off month. A person is in the loop before anything is billed, paid or sent.
- A prospect is won. Sales records the requirement, volumes, rates and shifts in Sell. The proposal is approved internally and converted to a contract; a seat committed before the client signs is a cost Kinnow helps you avoid.
- The contract is recorded. Pact holds the client contract and its obligations: SLA, uptime, reports and payments, each with an owner and a due date. A programme above the contract value limit in your industry setup needs programme approval.
- The floor is staffed. HR raises the seat requirement, hiring is approved, candidates are screened for language and voice, and an agent is certified to take calls before joining the roster. Candidate Match ranks applicants.
- Shifts are rostered. The roster builds shift patterns and spots an overnight shift that clashes with the next morning.
- Contacts become tickets. Each ticket is raised in Serve, assigned, worked, put on hold when waiting on the client, resolved and closed after confirmation. A ticket with no service-time plan (SLA plan) is blocked.
- Missed promises are watched. SLA Alert marks tickets safe, at risk or breached. The team lead sees the list before the client does. A ticket that needs engineering is passed up and parked on hold until the fix lands.
- Obligations are chased. The Obligation Chaser drafts the chase when an obligation is at risk or breached, addressed internally when you owe it and to the client when they do.
- The month is invoiced. The accounts executive raises the client invoice in Sell on the agreed rate. An invoice above the limit in your industry setup waits for an approver. Collections drafts reminders by days overdue.
- Payroll runs. For UAE staff the payroll run produces a WPS salary file (the wage-protection file your bank takes) and sets aside end-of-service gratuity; Saudi payroll is not in the first release. A run above the gross pay limit in your industry setup waits for an approver.
- The month closes. The finance head runs the twelve month-end checks and signs off the month.
What the BPO setup includes
These are starting points from the ready-made setup for your industry (we call it an industry pack). We agree the figures with you in the first week.
| Part | What the setup covers |
|---|---|
| Limits and rules (7) | A ticket with no service-time plan is blocked. A programme, payroll, a manual journal and an invoice above a limit need approval. A credit limit and a sales pipeline entry above a limit raise a warning. It comes with starting limits, and we replace them with figures in your currency in the first week. |
| Who signs off (4) | Programme approval, payroll approval, journal approval and invoice approval. |
| Ready-made routines (16) | Contact to billing, prospect to signed contract, hiring to on the floor, payroll to pay, exit to full and final settlement, month-end close and others. |
| Reports (8) | SLA status, ticket register, tickets by category, field work orders, attrition, headcount, leave analysis and lead pipeline by stage. |
| Starter questions for Ask Kinnow (9) | Which queues missed their SLA today, what is my attrition trend, show headcount against seats contracted, which contracts renew this quarter. |
| Your words | Ticket register is the inbound desk; client; seat; shift. |
Processes, built in
A full set of good-practice processes for your industry comes switched on: who owns each step, which steps Kinnow makes sure happen, and a time limit on every hand-off between departments. Print any of them as a written procedure (SOP).
Agents for BPO and concierge voice
Each agent is checked with each client before it works on your records, and everything it produces waits for a person.
SLA Alert
Compares each open ticket with its clock and marks it safe, at risk or overdue.
Ticket Classifier
Suggests a category and priority from categories your team already uses; a person accepts or dismisses.
Obligation Chaser
Drafts the chase for an at-risk or breached obligation, internal when you owe it, to the client when they do.
Collections
Drafts overdue reminders and steps them up according to how many days a payment is actually late. A person approves each reminder before it goes out.
Missed-call follow-up
Builds a call-back queue and a task when a call placed from Kinnow goes unanswered.
Attrition Risk
Flags each month the employees who may be about to leave.
Candidate Match
Ranks applicants against the role for the recruiter.
Voice channel pipeline (planned)
Planned: will answer incoming calls, look up the customer's details in Kinnow, send a text message after the call and open a ticket when needed.
Ask us to run SLA Alert on a month of your tickets.
Tax and compliance calendar
Kinnow prepares; your people confirm and file. We do not print dates here because the tax authority sets them.
| Obligation | What Kinnow prepares | What stays with you |
|---|---|---|
| Wages (UAE) | A WPS salary file (the wage-protection file your bank takes), a running provision for end-of-service gratuity and pension contributions for UAE and GCC nationals, posted when the run is approved. | A person approves the run and submits the file through the bank. Saudi payroll is not in the first release. |
| UAE VAT return (VAT-201, quarterly) | The groundwork to build the return from invoices in Sell and bills in Buy, split by emirate of supply, as a file for upload to the Federal Tax Authority (FTA) portal, completed before launch. | A person uploads. Kinnow does not file. |
| Saudi VAT return | The groundwork to prepare the return from the books for review; we check which figure goes in which box with each client first, completed before launch. | A person files. |
| E-invoicing | UAE: basic groundwork for Peppol (the e-invoicing network) is built; live submission is not in the first release. Saudi Arabia: e-invoicing with ZATCA (the Saudi tax authority) is planned after launch. | Nothing is submitted by Kinnow. |
| Month-end close | Twelve month-end checks; seven must pass. | The finance head signs. |
What the owner sees
Every answer shows its source and cost before it runs. Veil, our privacy layer, holds back bank, tax and ID numbers and swaps names for placeholders before an AI call. It covers Ask Kinnow and most agents today; the rest are being added.
| Question an owner would type | What comes back |
|---|---|
| Which queues missed their SLA today? | The overdue tickets by queue and category. |
| Which tickets are about to miss their SLA? | At-risk tickets with time left. |
| What are people calling us about most? | Tickets by category, with the count. |
| What is my attrition trend? | Leavers over time, with the figures behind it; no rate is shown without the headcount it is measured against. |
| Show headcount against seats contracted | Headcount against the requirement raised. |
| Which contracts renew this quarter? | Client contracts by end date. |
Numbers that matter
- Missed SLAs by queue, and tickets at risk.
- Tickets by category and open age.
- Attrition and headcount against seats.
- Leave next week against roster.
- Overdue payments by client.
Controls an owner cares about
- No ticket without a clock. A ticket outside an SLA plan is blocked.
- Passed-up tickets do not close themselves. When the fix lands the ticket is released; a person resolves it.
- Nobody approves their own request. Leave and expense claims cannot be approved by the person who made them.
- Corrections by credit note. An invoice is corrected by a credit note a manager approves, never edited.
- Chases are drafts. A person sends the obligation chase.
Applications switched on
Your words, on day one
| Generic term | In your Kinnow |
|---|---|
| ticket register | Inbound Desk |
| how you bill | seat, minute or outcome |
| call script | voice profile |
Questions
Is the AI voice agent available?
No. The inbound voice channel, which would answer calls and raise tickets, is planned and not built. What is built is the inbound desk for tickets raised by your people or imported, an SLA clock on each ticket, client contracts and their obligations, and invoicing from the same records.
Will Kinnow make outbound calls?
The planned voice channel is inbound only by design, and outbound campaigns belong to the marketing application. Calling a lead from Kinnow and the call-back queue for missed calls are built on a single phone provider and are not claimed for the UAE or Saudi Arabia in the first release.
Can we bill clients per minute or per outcome?
Not from call data. Invoices are raised in Sell on the rate you agree with each client, with the approval limit above. Kinnow does not meter call minutes or outcomes into invoice lines, so a per-minute or per-outcome invoice is keyed or imported from your dialler report.
How are SLAs tracked?
Every ticket must carry an SLA plan, or it is blocked. Response and resolution are timed for each ticket, missed promises are listed, and the SLA Alert agent marks a ticket safe, at risk or overdue before the clock runs out. Wider contract promises such as uptime and report deadlines are tracked as obligations, each with an owner.
Does payroll handle shift staff, WPS and end-of-service?
For UAE staff, payroll produces a WPS salary file (the wage-protection file your bank takes), sets aside end-of-service gratuity and handles pension contributions for UAE and GCC nationals; rosters spot an overnight shift that clashes with the next morning, and a run above the gross pay limit in your industry setup waits for an approver. Saudi payroll (GOSI, the social insurance body; Mudad; WPS) is not part of the first release.
Can we see profit by client?
Yes, if each client has its own cost centre. The profit and loss by cost centre shows revenue against the cost tagged to that client.
How long does set-up take?
About two weeks to first results for one company. Masters and opening balances are imported in the first week. Then the team is trained and the first month-end close runs alongside your current records.
Show me Kinnow for BPO / Concierge Voice.
Answer three questions. Get the applications, the agents and a two-week plan for your business.