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.
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 SLAs (the service promises you gave the client), 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.
Singapore edition, from December 2026. Nothing on this page is live in Singapore today. The ready-made setup for BPO (we call it an industry pack) is defined in the product; it is applied with you when the edition opens.
Your business in one paragraph
A voice business sells resolution against a clock. A client signs for seats, shifts and an SLA; the floor takes the contact; the client reviews the month in a quarterly business review. Cost is people, so the profit and loss is attrition, night allowance and seats filled against seats contracted. Money leaks when resolved work never reaches an invoice line, when a breach 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 churn, the queue that breached 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 month. Nothing is billed, paid or sent without a person.
- 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 the cost the industry setup watches for.
- 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 S$3,000,000 contract value 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 generates shift patterns and detects an overnight shift that collides 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 SLA plan is blocked.
- Breaches 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 escalated 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 S$500,000 waits for an approver. Collections drafts reminders by days overdue.
- Payroll runs. The payroll run works out CPF and the Skills Development Levy for each person with a recorded date of birth and residency status. A run above S$5,000,000 gross waits for an approver.
- The month closes. The finance head runs the twelve close checks and signs the month.
What the BPO setup covers
The figures are starting points. The industry setup applies each as the same number in your company currency, so we reset them for Singapore with you in the first week.
| Part | What the setup covers |
|---|---|
| Limits and rules (7) | A ticket with no SLA plan is blocked. A programme above S$3,000,000, payroll above S$5,000,000, a manual journal above S$500,000 and an invoice above S$500,000 need approval. A credit limit above S$1,000,000 and a pipeline entry above S$5,000,000 raise a warning. |
| 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 breached 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
Ready-made processes for your industry come switched on: who owns each step, which steps Kinnow enforces, and a clock on every hand-off between departments. Print any of them as a written procedure (SOP).
Agents for BPO and concierge voice
Each agent is validated with each client before it works on your records, and every output waits for a person.
SLA Alert
Compares each open ticket with its clock and marks it safe, at risk or breached.
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 click-to-call ends missed.
Attrition Risk
Flags employees at risk of leaving each month.
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.
Statutory and compliance calendar
| Obligation | What Kinnow prepares | What stays with you |
|---|---|---|
| Payroll: CPF and the Skills Development Levy | CPF (the staff retirement-savings contribution) by age band and the employer Skills Development Levy on each payslip. It needs a recorded date of birth and residency status and names anyone it skips. No income tax is withheld: Singapore has no PAYE for citizens and permanent residents. The CPF submission and the annual IR8A, IR8S and Appendix 8A staff income returns are listed as filings. | Payment and returns are made by a person. |
| GST F5 return (quarterly) | Boxes 1 to 8 of the quarter's GST F5 from the invoices raised in Sell and the bills in Buy. Kinnow works out GST on each line: standard rate, zero-rated for a customer outside Singapore, a short exempt list. | A person reviews and files on the IRAS (tax authority) portal with their own CorpPass login (the government sign-in for businesses); Kinnow does not submit. |
| Invoices through InvoiceNow | Kinnow connects to InvoiceNow, Singapore's e-invoice network (it uses Peppol and your UEN company number). Today this runs on a test connection; no certified access point is connected. | Review any rejection. |
| Company filings | ACRA (company registry) annual return, AGM, IRAS estimated chargeable income and corporate tax return, tracked as registrations with due dates and reminders. | Company secretary and finance head. |
| Month-end close | Twelve 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 breached SLA today? | The breached tickets by queue and category. |
| Which tickets are about to breach 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; 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
- SLA breaches by queue, and tickets at risk.
- Tickets by category and open age.
- Attrition and headcount against seats.
- Leave next week against roster.
- Receivables ageing by client.
Controls an owner cares about
- No ticket without a clock. A ticket outside an SLA plan is blocked.
- Escalations do not auto-close. A fix landing unblocks the ticket; a person resolves it.
- Approver is not the applicant. Leave and expense claims cannot be approved by their author.
- 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 |
| billing basis | 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 works today is the inbound desk for tickets raised by your people or imported, per-ticket SLA clocks, 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. Your staff can place a call from a lead or contact through click-to-call on Exotel, and a missed call lands in a call-back queue.
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 measured per ticket, breaches are listed, and the SLA Alert agent marks a ticket safe, at risk or breached before the clock runs out. Contract-level commitments such as uptime and report deadlines are tracked as obligations with an owner.
Does payroll handle shift staff and statutory deductions?
Kinnow's Singapore payroll works out CPF by age band and the employer Skills Development Levy, and rosters detect an overnight shift that collides with the next morning. It needs a recorded date of birth and residency status for each employee and names anyone it skips. No income tax is withheld, because Singapore does not run PAYE for citizens and permanent residents. A payroll run above S$5,000,000 gross waits for an approver.
Can we see profit by client?
Yes, if each client has its own cost centre. The cost-centre profit and loss shows revenue against the cost tagged to that client.
How long does set-up take?
About two weeks to first results for one company, counted from when your Singapore edition is switched on in December 2026. Masters and opening balances are imported in the first week, then the team is trained and the first month-end close is run 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.