From first call to a working team
No mystery, no six-week “discovery phase”. Here is the actual sequence, what we need from you at each step, and how the commercials are put together.
- First call
- 20 minutes
- Candidate shortlist
- Yours to approve
- Employer of record
- Us
- Reporting
- Weekly, against agreed metrics
Four steps, start to running
Each one has a clear input from you and a clear output from us.
Scope the role
A 20-minute call. What the work is, what good looks like, what volume you expect and what it is costing you today. We will tell you if we think the role is a poor fit for outsourcing — that conversation is cheaper for both of us now than in month three.
From you: an honest description of the job.
Recruit and brief
We source and screen against the brief, then put a shortlist in front of you. How much of the interviewing you want to do is up to you and depends on the role — but nobody joins your account without your sign-off. We handle contracts, equipment and access.
From you: a shortlist review, and interviews if you want them.
Train and document
Your products, scripts, systems, objections and escalation rules. We write the playbook as we learn it, so the knowledge belongs to the account rather than to one person's memory.
From you: access, and someone to ask.
Run, report, review
Day-to-day management is ours. You get agreed numbers weekly and a standing review. When performance dips we tell you before you notice it.
From you: feedback, early and blunt.
How pricing is put together
We are not going to publish a rate card, because the honest answer depends on the role, the seniority and the hours. What we will do is show you the structure before you speak to anybody, so the first call is a negotiation between equals.
You are paying for a fully-loaded seat: a person, their employment costs, their equipment and workspace, and the management layer that keeps them performing. Not a body on a marketplace.
Cost of the person
Salary, statutory employment costs, leave and benefits. The actual cost of employing a good person properly — we would rather pay well and keep them than churn cheap seats.
Cost of the service
Recruitment, training, workspace, equipment, connectivity, IT, security and the team leader who manages performance. Fixed and visible, not buried in a margin.
Hours and shape
Full time, part time, split shifts or seasonal cover. Australian or UK hours. The shape of the role moves the number more than anything else.
What's not in it
No desks, no superannuation, no payroll tax, no leave loading, no hardware, no recruiter fee, and no cost sitting idle when a role is paused.
What to bring to the first call
The role, the hours, and the volume you expect. That is enough for us to give you a real number on the call rather than “we'll come back to you”.
Against the alternatives
Hiring locally is genuinely the better answer for some roles. Here is where this model wins, and where it doesn't.
| Ultimate Konnect | Hiring locally | Freelance marketplace | Traditional call centre | |
|---|---|---|---|---|
| Time to productive | Weeks, not months — we recruit and train against your brief | Advertise, shortlist, notice periods, induction | Fast to start, slow to get consistent | Fast, but you are one account among many |
| Who manages them | We do the day-to-day. You set the targets and the standard | You do, entirely | You do, across time zones and platforms | A shared team leader with a shared script |
| Dedicated to you | Yes — named people who only work on your account | Yes | Usually shared with their other clients | Often pooled across several campaigns |
| Brand knowledge | Builds over months, because the same people stay on | Builds, then leaves when they do | Resets with every new freelancer | Limited to the script |
| Fixed overhead | None — no desks, super, leave loading or equipment | Salary, super, leave, payroll tax, workspace, hardware | Low, but fragmented across invoices | None, often with volume minimums |
| Scaling up or down | Add or pause roles as the season moves | Slow and expensive in both directions | Easy up, unreliable in quality | Contract-dependent |
| Employment risk | We are the employer. You are not managing an overseas contractor relationship | Yours to carry | Yours — misclassification is a real and current risk | Theirs |
What we need from you
Outsourcing fails in predictable ways, and almost all of them are about the handover rather than the people. These are the things that decide whether this works.
- One point of contact. Someone on your side who can answer questions and make decisions
- System access, properly scoped — the tools the role needs, at the level it needs
- Whatever process exists — even if it is messy and lives in someone's head. We write it down
- An agreed definition of done. What a qualified appointment is. What a resolved ticket is
- Feedback in week one, not month three. Early correction is cheap; late correction is a restart
How it works — questions
What does it cost?
It depends on the role, the seniority and the hours, so a rate card here would be a guess dressed up as a price. The structure is above; the first call ends with a real number for your brief.
Who employs the team?
We do — recruitment, contracts, payroll, equipment and day-to-day management. You are engaging a service, not an overseas contractor, which matters: engaging offshore workers directly as contractors has been found to create Australian employment-law exposure.
Can we interview candidates?
For most roles, yes — and we would push you to. We screen against your brief and put a shortlist in front of you. How involved you want to be depends on the role: owners usually want to meet a salesperson who will represent them, and are happy for us to handle it on a data-entry or bookkeeping brief. Either way, nobody joins your account without your sign-off.
What reporting do we get?
Whatever the role is genuinely measured on, agreed at the start — dials, conversations and qualified appointments for outbound; response time, resolution and backlog for support. Weekly numbers and a standing review.
Let's talk about what you'd hand over first.
A 20-minute call. We'll map the roles, the hours and the handover, and tell you honestly whether outsourcing is the right move for where you are.
Prefer to talk now? Call (02) 9156 1078 or message us on WhatsApp.