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 United Kingdom edition opens in early 2027.
From early 2027 · industry pack readyHow 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, 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.
Your business in one paragraph
A voice business sells resolution against a clock. A client signs for seats, shifts and an SLA (the service promise you give the client); the floor takes the contact; the client reviews the month in a quarterly business review. Cost is people, so the P&L 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 guards against.
- 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 you set 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 the limit you set waits for an approver. Collections drafts reminders by days overdue.
- Payroll runs. The payroll run covers income tax, National Insurance, pension and student-loan deductions. A run above the gross limit you set waits for an approver, and the posted journal carries the deductions.
- The month closes. The finance head runs the twelve close checks and signs the month.
What we set up for your voice business
The ready-made setup for your industry (we call it an industry pack) holds its limits as plain numbers with no currency. In the United Kingdom edition we reset every limit in pounds with you in the first week, and they are yours to change.
| Part | What is set up |
|---|---|
| Limits and rules (7) | A ticket with no SLA plan is blocked. A programme, payroll, a manual journal and an invoice above their limits need approval. A credit limit and a sales-pipeline entry above their limits raise a warning. |
| Who signs off, in order (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. |
| Ask starters (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
A full set of best-practice 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 an 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 for a voice business (United Kingdom)
Kinnow prepares; a person confirms and files. Dates are not printed here because the authority sets them and they change; Comply carries your calendar.
| Obligation | What Kinnow prepares | What stays with you |
|---|---|---|
| PAYE, National Insurance and pension | Income tax, National Insurance, pension and student-loan deductions from rate tables held per tax year; a year with no table is refused. The UK payroll setup names the HMRC payroll filings; preparing or submitting them is not in the first release. Deductions are worked out on each payslip and posted when the run is approved. | Payment and HMRC submissions are made by a person. |
| National Minimum Wage | The UK payroll setup can test a pay rate against the National Minimum Wage floor for the employee’s age band, which matters on a shift floor with many younger staff. | HR head confirms hours and pay. |
| Staff records | The UK payroll setup lists the records an employer keeps: payroll, National Minimum Wage, right-to-work checks and auto-enrolment. | HR head keeps and checks them. |
| VAT return | The groundwork to build the nine-box VAT return figures from the sales and purchase records for the period, as a file to download, is completed before launch. Kinnow does not submit to HMRC: a person files through HMRC-recognised software or the HMRC portal, once your adviser has confirmed the box mapping. | A person reviews and files. |
| Invoice rules | Invoices carry the VAT number and VAT at 20, 5 or 0 per cent by item code. The UK has no clearance e-invoice to request, so there is no step between approval and sending. | Accounts executive. |
| Companies House, corporation tax and ICO fee | Confirmation statement, annual accounts, corporation tax return and ICO fee are tracked with a due date and a reminder. Kinnow files none of them. | Finance head and adviser. |
| 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, shown with how they were counted; no rate is published without the total 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?
UK payroll works out income tax, National Insurance, pension and student-loan deductions from rate tables held per tax year, and rosters detect an overnight shift that collides with the next morning. It calculates on an annualised basis rather than cumulatively, so mid-year joiners and variable pay can differ from a cumulative payslip; your payroll adviser checks the first runs. A payroll run above the gross limit you set waits for an approver.
Can Kinnow work out redundancy pay when a contract ends?
Yes, at the point of dismissal. The UK setup calculates statutory redundancy pay banded by the employee’s age during each year of service, with the cap on a week’s pay and the cap on years counted. It does not accrue a monthly provision, because the entitlement arises only on dismissal for redundancy and only after the qualifying service. The figures are being verified before launch, and a person approves the result.
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. 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.