HANDLED INBOUND CALL
A customer call handled within the agreed definition and disposition rules.
COMMERCIAL MODEL 04
Interaction-Based Pricing
Pay for the customer interactions you need handled.
Instead of committing to dedicated headcount, HEAR.ON can structure pricing around clearly defined interaction units — such as handled calls, qualified leads, booking workflows or digital conversations — with scope and service assumptions agreed before launch.
THE UNIT
First define the interaction.
Interaction-based pricing only works when both sides agree exactly what one unit means. The definition can include handling boundaries, retries, after-call work, escalation rules and the outcome that must be recorded. The examples below are illustrative; the actual unit is defined per client scope.
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.
DEFINITION & MEASUREMENT
Define the unit before you price the work.
AGREE BEFORE LAUNCH
- What counts as one interaction
- What is included / excluded
- Retries, follow-up & after-work
- Volume assumptions & service windows
HEAR.ON TRACKS
- Completed interaction units
- Disposition / defined outcome
- Exceptions & escalation
- Volume and service-level reporting
HOW IT WORKS
Define. Forecast. Price. Measure.
DEFINE
Agree exactly what one measurable interaction includes.
FORECAST
Estimate volume, peaks, complexity and operating windows.
STRUCTURE
Build the commercial assumptions around the defined unit.
MEASURE
Track completed units and the agreed outcomes consistently.
COMMERCIAL STRUCTURE
Pricing follows the definition.
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.
HEAR.ON
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