Telephony and dialling
Inbound and outbound calling, routing, approved dialling workflows, call recording, and disposition capture.
Technology and systems
Use your systems or define an approved stack with NKCS
NKCS can operate inside your existing platforms or help configure the tools required for the programme. The proposal identifies ownership, licensing, access, integration, support, recording, and data-handling responsibilities before launch.
Operating systems
Two delivery models
Start from the operating requirement
A client with an established environment may give NKCS agents controlled access to its phone, CRM, helpdesk, case-management, or reporting systems. Where a client needs tools as part of the service, NKCS can help define and configure an approved stack. Availability, vendors, costs, integrations, and support obligations are confirmed in writing rather than assumed.
CRM and helpdesk
Customer records, tickets, contact history, queues, service levels, knowledge articles, and escalation ownership.
Case and workflow systems
Structured work queues, records requests, task status, document checks, exceptions, and turnaround tracking.
Quality and recording
Interaction review, scorecards, coaching evidence, calibration, and corrective-action tracking.
Workforce management
Schedules, attendance, capacity planning, coverage, adherence, and staffing changes.
Reporting
Operational dashboards and agreed reports using the reliable data available from the programme's systems.
Responsibility matrix
Remove ambiguity before pricing
The final allocation depends on the programme. This matrix shows the decisions the written scope should make explicit.
| Decision | Client-controlled model | NKCS-managed model |
|---|---|---|
| Platform selection | Client confirms its required systems and restrictions. | NKCS can identify operating needs and help evaluate an approved stack. |
| Licensing and cost | Existing client licences remain the client's responsibility unless agreed otherwise. | NKCS-managed licences and pass-through costs are listed in the proposal. |
| Configuration | Client supplies approved workflows, fields, permissions, and business rules. | NKCS configures the agreed operational setup within its authorised scope. |
| Access and security | Client approves access, authentication, data boundaries, and retention requirements. | NKCS provisions authorised users and follows the documented access process. |
| Integration | Client confirms available APIs, vendors, owners, and testing requirements. | NKCS coordinates only the integration work expressly included in the scope. |
| Support and changes | Client owns changes to client-controlled platforms. | NKCS owns agreed administration for an NKCS-managed stack. |
Discovery checklist
What to bring to the scope call
Partial answers are fine. The goal is to expose dependencies early.
- The channels, queues, countries, and hours the team must cover.
- Current platforms, account owners, licence limits, and vendor contacts.
- Required integrations, recordings, exports, and data locations.
- User roles, authentication, device, network, and access restrictions.
- Reports, source fields, definitions, frequency, and recipients.
- Business continuity expectations and support ownership after launch.
Security requirements are documented separately. See Security and Data Handling.
Define the operating stack before agents log in
Share your current tools and the capabilities the programme needs. NKCS will identify responsibilities, constraints, and any costs that belong in the proposal.