SERVICE
Define the customer conversations and workflows HEAR.ON should handle.
HOW IT WORKS
Choose the work. Then design the operation.
Start with the customer conversations or workflows you need handled. HEAR.ON then assesses the operating model, channels, hours, volume, authority, systems, reporting and commercial structure required for the agreed service.
Decision Sequence
Five decisions define the starting scope.
HEAR.ON separates what you need handled from how the work is delivered and how it can be priced. That keeps the operating decision clear before commercial details are finalized.
OPERATING MODEL
Select shared, dedicated or managed delivery based on workload and ownership.
OPERATING REQUIREMENTS
Define channels, languages, hours, volume, systems, authority, escalation and reporting.
COMMERCIAL STRUCTURE
Set the billing structure, minimum commitment, included scope and change rules.
WRITTEN SCOPE
Confirm responsibilities, assumptions, service levels and launch conditions before service begins.
STEP 01 · SERVICES
Start with what you need handled.
The service describes the work itself. You can choose the operating model separately, once the customer workflow is clear.
01→02→03→04→
Inbound Customer Care
Enquiries, approved information, customer details, routing, complaint capture and escalation.
Digital Customer Care
WhatsApp, email, website chat and approved social messaging handled as connected channels.
Booking & Appointment Management
Scheduling, changes, cancellations, confirmations and reminders under approved rules.
Follow Up & Recovery
Missed-call callbacks, no-show recovery, incomplete bookings and open-case follow-up.
STEP 02 · OPERATING MODEL
The operating model determines how capacity and responsibility are structured.
The operating model determines who works on the operation, how exclusive the resources are and how much of the operating layer HEAR.ON owns.
MODELBEST SUITED FORDECISION QUESTION
01
SHARED TEAM
Best for variable or lower-volume demand, defined workflows, overflow or controlled campaign work.
Do I need flexible support without a full dedicated team?
→02DEDICATED AGENT OR TEAM
Best for stable demand that requires exclusive assigned capacity and deeper client-specific knowledge.
Do I need resources focused only on my operation?
→03MANAGED OPERATIONS
Best after the client and HEAR.ON define broader responsibility, authority, technology, quality, reporting and governance.
Do I want HEAR.ON to own more of the operating process?
→MODEL SELECTOR
Find the right setup for your operation.
Answer five quick questions and we'll suggest the HEAR.ON operating model that best fits your needs. “Not sure” is a valid answer at every step.
YOU'RE EXPLORING
Not sure which model fits yet?
Start with the service or workflow you need handled. The operating model can be selected once demand, ownership and coverage are clearer.
STEP 03 · OPERATING REQUIREMENTS
The final setup depends on the actual service environment.
The final operating setup depends on the actual service environment. These factors shape staffing, supervision, process and commercial structure.
CHANNELS
Calls, WhatsApp, email, website chat or approved social messaging.
HOURS
Service windows, working days, shifts and any separately approved extended coverage.
VOLUME
Expected interactions, demand patterns, seasonality and peaks.
AUTHORITY
What HEAR.ON may complete and what remains with the client.
SYSTEMS
Access, permissions, records, integrations and technical constraints.
REPORTING
Volume, outcomes, exceptions, service levels and quality requirements.
STEP 04 · COMMERCIAL STRUCTUREInteraction
Based
Based
Pricing follows the operating design.
A proposal may use monthly resource pricing, a shared-service commitment, a managed-operation structure or interaction-based pricing where the unit is measurable. Final pricing is confirmed only after workload, hours, channels, complexity, supervision, technology and risk are assessed.
OPERATING MODEL · Dedicated / Shared / Managed + COMMERCIAL OPTION · Interaction-Based Pricing where suitable
Use it when the unit is clear.
Explore Interaction-Based Pricing →Examples can include a completed booking, qualified lead, resolved customer request, completed follow-up or another agreed outcome with defined inclusions.