HANDLED INBOUND CALL
A customer call handled within the agreed definition and disposition rules.
COMMERCIAL OPTION
Price measurable work around a clearly defined interaction.
Pay for the customer interactions you need handled.
Interaction-based pricing can be used with a Shared Team or Managed Operations model when one unit can be defined, measured and forecasted. Every proposal includes a monthly minimum and written rules for volume, complexity, inclusions, exclusions, overage and disputes.
Important Distinction
A charging unit does not replace operating capacity.
The operating model still covers staffing or shared capacity, supervision, quality, systems, reporting and service responsibility. Interaction pricing changes how eligible work is charged; it does not remove the operating requirements behind the service.
QUALIFIED LEAD
A lead contacted and qualified against agreed criteria and outcome fields.
BOOKING WORKFLOW
A defined booking or appointment interaction handled to the agreed completion point.
DIGITAL CONVERSATION
A WhatsApp, chat or other digital conversation handled under the agreed unit definition.
WORKED DEFINITION
What a completed “qualified lead” can include.
This is illustrative; the final interaction definition is agreed per client.
01Initial contact
→02Agreed retry attempts
→03Qualification against selected criteria
→04Disposition logging
→05Next-step outcome
Possible Interaction Units
The unit is agreed for each client scope.
HANDLED INBOUND ENQUIRY
An eligible call or enquiry completed within the agreed handling, record and disposition rules.
BOOKING WORKFLOW
A defined appointment action completed to the agreed point, including the required record.
COMPLETED FOLLOW UP
An agreed follow-up action performed with the outcome and next step recorded.
QUALIFIED LEAD
A conditional unit used only after criteria, attempts, acceptance and handover rules are approved.
DIGITAL CONVERSATION
A WhatsApp, chat or other approved digital exchange completed within a defined start, end and handling scope.
The following examples are illustrative. HEAR.ON confirms the definition only after reviewing the workflow, expected volume and required outcome.
Pricing Flow
Define. Forecast. Price. Measure.
01 DEFINE
Agree what one interaction includes and excludes.
02 FORECAST
Estimate volume, complexity, peaks and service windows.
03 SET THE MINIMUM
Cover the capacity and operating requirements reserved for the service.
04 PRICE THE UNIT
Apply the agreed volume band and commercial assumptions.
05 MEASURE
Track completed units, exceptions, overage and agreed outcomes.
Required Commercial Rules
Define the unit before setting the rate.
Duration, complexity, retries, after-call work, escalation, language, service window and volume commitments can materially change the economics of one interaction. The unit definition therefore comes before the rate.
Unit definitionVolumeDuration / complexityRetries & follow-upAfter-call workLanguagesOperating windowService levels
IMPORTANT
Interaction-based pricing is a commercial structure, not a staffing model. Where suitable, it can sit alongside a Shared Team or Managed BPO setup.
- Exact start and completion point for one unit
- Included handling, retries, follow-up and after-work
- Exclusions, exceptions and escalation treatment
- Expected monthly volume and minimum commitment
- Volume bands, overage and underuse rules
- Duration, complexity, language and service-window assumptions
- Service levels, records and reporting requirements
- Dispute, correction and change-control rules
HEAR.ON
Define an Interaction Unit →Start with the work you want measured.
Tell us the expected interaction, completion point, monthly volume and service window. We will assess whether interaction-based pricing is commercially suitable.