Contact Centre Solutions
Jewell Projects provides whole of business solutions including an extensive range of business process outsourcing (BPO) and customer support services to help your business thrive amid changing priorities and goals. With a strong focus on delivering the best customer experiences to your end customer, our outsourced support solutions are tailored to meet the needs of your business, providing a great alternative to in-house resourcing, much-needed support during staff shortages, or an after-hours extension of your team.
Our dedicated outsource support team delivers inbound and outbound contact centre solutions for short-term campaigns, or long-term ongoing engagements. Here for you 24/7, you can always count on us to represent your brand professionally and handle your customer touchpoints efficiently and effectively.
Our inbound call management solutions include basic phone answering or message taking services, to more complex remote receptionist service where we assist your caller, schedule appointments, and transfer calls to your relevant departments – just like your in-house receptionist team. Let Jewell Projects’ experienced outbound team provide your business with a great sales support alternative, from lead generation capability to lead nurture, customer satisfaction surveys, and appointment setting.
Our contact centre staffing are all based on-shore here in Australia. They receiving ongoing training, quality assurance and leadership to ensure we deliver the best possible outcomes for our clients.
Inhouse Vs Outsourcing To Jewell Projects
Choosing between in-house and outsourced lead generation is a critical decision for your business. In-house teams offer control but require significant resourcing and upfront commitment, while outsourcing to Jewell Projects provides expertise and scalability.
To help you make an informed choice, we’ve prepared a comparison table outlining key differences. Let’s explore which option best fits your needs and goals.
| CATERGORY | INHOUSE | JEWELL PROJECTS DIFFERENCE |
|---|---|---|
| EXPERTISE AND FOCUS | May lack specialized expertise in lead nurturing and follow-up strategies. | Jewell Projects specializes in lead engagement and follow-up, offering dedicated services to our clients. |
| RESOURCE ALLOCATION | Requires significant time and resources to train and manage an in-house team. | Allows the your company to focus on core activities while Jewell Projects handles your calls and lead nurturing. |
| SCALABILITY | Limited scalability due to reliance on internal manpower and infrastructure. | Jewell Projects offers scalable solutions, adjusting services according to your company's needs and growth goals. |
| COST EFFECTIVENESS | Initial investment in training, technology, and salaries for in-house team members. | Outsourcing to Jewell Projects typically results in cost savings by avoiding overhead costs associated with maintaining an in-house team. |
| PERFORMANCE METRICS | Monitoring and analyzing performance may be challenging without specialized tools and expertise. | Jewell Projects provides comprehensive reporting and analytics, offering insights into lead engagement and conversion rates. |
| QUALITY ASSURANCE | Ensuring consistent quality in outbound calls and lead generation can be demanding. | Jewell Projects' QA Team ensures quality standards through rigorous training and quality assurance protocols. |
| COMPLIANCE | In-house teams may struggle to stay updated with regulatory requirements and compliance standards. | Jewell Projects adheres to industry regulations and compliance standards, reducing the risk of legal issues. |
| FOCUS | While internal staff are focused on core tasks, such as property management or client relations. | Outsourcing to Jewell Projects allows your company to focus on core activities while ensuring lead generation tasks are handled efficiently. |
About Jewell Projects Contact Centre Services
Where staff are based?
- Staff are based in Melbourne headquarters.
- All our professional answering operators, remote receptionists and sales consultants for our outsourced support services are based in
Melbourne.
Staff Availability, Training and KPI's
- Our team are sufficiently resourced to ensure full coverage for all our clients.
- All team members undergo ongoing training and coaching to ensure our client’s needs are met.
- We have a quality assurance team who monitors and records all calls for training and client feedback purposes.
- Inbound and outbound consultants are required to meet our standard SLA on call-answer and call-handling times.
- Staff receive additional training for complex scripts and set up for new clients. We assign dedicated, more experienced consultants to corporate clients and customized projects.
- For high call volumes during a particular season, campaign or project, we work closely with you to align expectations to ensure outcomes
are met within desired timeframes. For inbound call volume, we will request from you an indication of expected times and fluctuations
where we will provide additional support. For example, after-hours and call overflow support.
Resource Management
Managed by our Operations Manager, staff resource will be monitored closely to ensure successful completion of all long term, short term or
ongoing assignments.
Confidentiality and Data Protection Policy
Jewell Projects operates with full transparency in the provision of services to our clients. Jewell Projects takes its responsibilities regarding the management of
client data very seriously. We treat all data provided to us by clients as strictly Confidential and not make public or disclose to any other
persons not directly related to the parties included in this Service Agreement.
Jewell Projects is committed to implementing and maintaining appropriate safeguards to protect personal data, taking into account in particular the
risks to data subjects presented by unauthorized or unlawful processing or accidental or malicious loss, destruction of or damage to
personal data.
*Jewell Projects’ full Confidentiality and Data Protection Policy is attached to this Service Agreement, along with Jewell Projects’ Terms and Conditions.
Contract Obligations
- Jewell Projects holds contractual obligation to provide you with the Scope of Services as outlined in this Service Agreement for the entirety of the
assignment. - During the assignment, Jewell Projects will provide you with access to relevant progress reporting, feedback and assessment to ensure the desired
outcomes are met. - During the assignment, Jewell Projects will provide the relevant personnel to manage the delivery of assignment and provide ongoing training for
quality assurance.
Billing Terms
Jewell Projects billing runs on a monthly cycle. An invoice around the 5th of the month will be dispatched for all agreed costs of assignment, including
any associated monthly service fees and upfront campaign set up fees.
- 30 Days Exception Payment Terms can be arranged.
- Upon request, Jewell Projects can provide a split invoice payment arrangement.
Service Termination
- We require 30 days written notice from you to terminate your service with Jewell Projects on any monthly service subscriptions.
- We will provide 30 days written notice to you should we wish to terminate our agreement to provide services to you on any monthly
service subscriptions. - Early termination fees may will apply if the above quoted stipulates contract term (for example 3 month term).
Account Management
Jewell Projects will assign a dedicated Account Manager and Client Solutions Consultant who will assist you with the client onboarding process and set
up of the assignment.
- Both AM and CSC will liaise with your team throughout the course of the assignment to ensure all requirements are properly embedded
with our frontline team. - CSC will also be responsible for ensuring QA on call quality, feedback and call outcomes are conveyed proficiently to your team. All
concerns, questions and service changes can be directed to AM and CSC who will fully manage your account.
Jewell Projects' Capability and Conflict of Interest
Jewell Projects solutions are fully scalable and will be provided to meet the changing needs of your business.
As a full-suite B2B communications provider, Jewell Projects has nearly two decades of experience working with respected clients within the inbound industry. We take careful consideration in taking on new clients within our service capabilities and uphold full confidentiality and protection of our client’s intellectual property and data.
Jewell Projects is a trusted provider of professional answering services, contact centre resourcing for outsourced customer and sales support services. We specialize in inbound and outbound solutions that supports our client’s objectives, providing access to experienced resources who essentially represents our client’s brand and values. We take pride in the delivery of our services and see ourselves as an extension of your team.
TERMS AND CONDITIONS
Definations
(a) “Application Form” means Jewell Projects’ standard application form which is attached to the Terms and Conditions;
(b) “Carrier” means the third party telecommunications who operates the Network;
(c) “Customer/You” means the person or entity whose details are recorded in the Application Form and includes any personor entity who is able to use the Services as a result of the Customer’s actions whether authorised by the Customer or not;
(d) “Contract” means the Application Form, the Terms and Conditions, and if applicable, your purchase order;
(e) “Goods” means the equipment specified in the Application Form or your purchase order;
(f)”GST” means the goods and services tax described in A New Tax System (Goods and Services Tax) Act 1999 as amended;
(g) “Network” means the telecommunications network of the Carrier which Jewell Projects uses to supply the Services;
(h) “Jewell Projects” means Jewell Projects Pty Ltd (ABN 56 822 550 848);
(i)“Services” means the services specified in the Application Form and Service Agreement as attached;
(j) “Terms and Conditions” means, unless otherwise specified, Jewell Projects’ Terms and Conditions.
1. Provision of Services
1.1 Jewell Projects agrees to provide the Services in exchange for payment of the fees subject to the Terms and Conditions.
1.2 Jewell Projects advises that the Carrier has network coverage limitations and as a result, the Services are provided only within those areas where networkcoverage is available. Jewell Projects recommends that you your chosen phone carrierregarding the specific coverage they provide.
1.3 The provision of Services by Jewell Projects may be dependent upon your third party system’s functionality to meet capability standards and accurately deliver the service. To the extent that the provision of the Services involves the use of third party systems, internet or computer networks and systems which are not under the sole control of Jewell Projects. Jewell Projects accepts no responsibility for any failure or malfunction by them which may impact on the provision of the Services.
1.4 Jewell Projects advises that it is technically impractical to warrant that the Services will be provided continuously and without fault or error. The Services may fail for a variety of technical reasonsassociated with the Network including interference from other sources, degraded or non-existent radio reception, faults in transmission equipment, human error including the errors of the Carrier or any third party. Loss of messages and network coverage may occur from time to lime.
By executing this Contract, you acknowledge that such errors or failures are not within the control of Jewell Projects and you agree that Jewell Projects is not liablefor any loss to you which may be eitherpartly or completely attributable to the errors or failures of third party systems or network.
1.5 Jewell Projects may, withoutliability to you, suspend the Services at any time in order to conduct repairs or maintenance work to its equipment, any part of the Network, or where Jewell Projects is ordered to comply with the requirements of any relevant authority.
2. Your use of the Services
2.1 You agree to refrain from doing anything which has or is likely to have the effect of interfering with or threatening the operation, stability, viability or integrity of any Network.
2.2 The Services are supplied to you on the condition that you only use them for your own personal or business messaging requirements. You are not permitted to re-supply, re-sell, chain or group the Services in any way without first obtaining the written consent of an authorised representative of Jewell Projects.
2.3 It is your responsibility to keep your service access password or personal identification number (“PIN”) confidential. Jewell Projects will not be liable to you for any loss or damage you may suffer if a person quoting your password or PIN requests changes to your service or account details. You will be responsible for all fees associated with your Service and account whether transactions were authorised by you or not.
2.4 Unless specified in the Application Form or Service Agreement identification numbers cannot be used for direct access connections without first obtaining the written consent of the authorised representative of Jewell Projects.
2.5 You must not use the Network or the Services in a manner which in Jewell Projects’ pinion:
(a)infringes the provisions of the Telecommunications Act 1997 (Cth) or the Radio Communications Act 1992 (Cth) as amended from time to time or any other applicable statutes, laws, rules or regulations of the Commonwealth or the States or Territories of Australia;
(b)includes the transmission or publication of any obscene, defamatory, offensive, abusive, indecent, menacing or harassing, mischievous or blasphemous material; or
(c)is associated with the conduct of a business or other operation that is illegal or perceived by Jewell Projects as unethical or would bring a party into disrepute including without limitation, any conduct which contravenes any industry code relating to the use of SMS.
2.6 You must comply with any reasonable notice which Jewell Projects may give you to take action necessary to eliminate the interference or threat to the operation, stability, viability or integrity of the equipment, the Network, or the Services.
2.7 You agree and undertake not to use the Services for “spam” messaging, which is the unsolicited marketing of goods and services to multiple recipients who have not consented to or requested the information or message.
3. Fees
3.1 You agree to pay for the Goods and or Services in accordance with the terms and conditions as amended from time to time.
3.2 Jewell Projects may direct that you pay some or all fees in advance. Jewell Projects reserves the right to alter your billing frequency and issue interim invoices at any time if your usage exceeds a reasonable limit.
3.3 Fees must be paid within 30 days of the date of the Jewell Projects invoice.
3.4 As the provision of some Services is also dependent upon third party service providers, fees may be invoiced by Jewell Projects to 12 months in arrears. Upon notice to you, Jewell Projects may pass on any cost increases imposed by any third party service provider during the term of this Contract.
3.5 In addition to the fees you will also be liable for the payment of the GST and any other applicable taxes and duties referrable to the Goods and or Services.
3.6 Jewell Projects may demand payment of invoices and fees in writing, and or by telephone, email, SMS text message or paging message.
3.7 Jewell Projects may charge a late payment fee on any overdue amount at the rate of 2% above the rate prescribed under Section 2 of the Penalty Interests Rate Act (VIC) 1983 calculated daily from the date that the amount was due until the date it is paid in full. Jewell Projects may also charge you for the reasonable costs it incurs to recover any overdue amount (including administrative costs and the cost of engaging a solicitor or mercantile agent).
3.8 Jewell Projects will accept payment by credit card, cheque, direct debit and electronic transfer. Jewell Projects may refuse payment by cheque if it reasonably believes that the cheque may be dishonoured. The customer is liable for payment of all credit card and bank fees associated with any payment.
3.9 Jewell Projects may require you to pay by credit or debit card at any time including immediately upon demand.
3.10 You the undersigned, being the Company Director of the Company/Entity or authorized personnel hereby jointly, severally, absolutely, unconditionally and irrevocably guarantee the due and punctual payment by the Company of all debts owing to Jewell Projects by the Company/Entity and undertake that if the Company/Entity does not pay to Jewell Projects any amount owed, you will pay the guaranteed money to Jewell Projects immediately or on demand. You understand that you are indemnifying Jewell Projects against all losses, damages, costs, charges and expenses whatsoever which Jewell Projects may incur or suffer as a result of any breach of this agreement by the Customer/Entity.
4. Term and Termination
4.1 The initial term of this Contract will be that stated in the Application Form or Service Agreement.
4.2 If you wish to terminate this Contract at the end of the initial term or any subsequent term, you must provide written notice to Jewell Projects at least 1 month prior to the expiration of the then current term.
4.3 If you provide written notice less than 1 months prior to the expiration of the term, then the Contract will be deemed to continue for 1 months from the date that written notice is received by Jewell Projects.
4.4 If this Contract is terminated prior to the expiration of any term, you must pay to Jewell Projects all remaining access fees for the remainder of the then current term, any un-billed call charges, and a minimum administrative fee of $100.
4.5 This Contract will immediately and automatically terminate if Jewell Projects right to provide the Service ceases for any reason.
4.6 Jewell Projects may immediately suspend or discontinue the provision of the Services to you, or terminate this Contract with immediate effect by giving notice to you at any time if, in Jewell Projects’ reasonable opinion:
(a) You fail to pay any Jewell Projects invoice on time;
(b) You breach any term of this Contract and you fail to comply with Jewell Projects’ request that the breach be remedied;
(c) Notwithstanding any approval granted by Jewell Projects, your operation of the Services threatens the operation, stability, viability or integrity of the Services or the Network or causes an unreasonable delay in the dispatch of data over the Network;
(d) you enter, or threaten to enter into any form of bankruptcy, insolvency, liquidation or administration, whether voluntary or involuntary;
(e) the Customer being an individual dies, or in the case of a partnership, is dissolved or in the case of a company, is wound up;
(f) the information you have provided Jewell Projects is false or misleading;
(g) you cease, or threaten to cease to conduct business in the normal manner;
(h) you breach any licence, permit, or law relating to the use of the Goods or Services;
(i) Jewell Projects’ right to provide Services or any carrier’s right to provide access to the Network ceases or is suspended or interrupted for any reason;
(j) You fail to pass our credit checks made by Jewell Projects from time to time or, in Jewell Projects’ reasonable opinion, you become an unacceptable credit risk;
(k) Any carrier or an interconnected supplier is required to undertake repairs or maintenance or service of any part of the Network or to comply with a request from a regulatory or government authority.
4.7 Despite termination of this Contract or suspension or disconnection of your Service, you will still be responsible for paying any outstanding fees.
4.8 Upon the termination or expiration of a contract that involves the supply of rental Goods, you must immediately cease using the rented Goods and return them to Jewell Projects in good condition. You hereby grant to Jewell Projects or its duly authorised agent an irrevocable licence to enter your premises during business hours for the sole purpose of recovering the Goods.
4.9 Jewell Projects may charge a fee for re-connecting your service following suspension or disconnection due to your breach of this Contract. The fee must be paid prior to your service being re-connected.
5. Privacy
5.1 Jewell Projects will comply with its obligations under the Privacy Act 1988 (Cth) (“the Act”) with respect to Personal Information (as defined in Section 6 of the Act) it collects, holds, uses and discloses in connection with this Contract.
(a) You agree to comply with any obligations under the Act in respect of Personal Information you collect, hold, use and disclose in connection with this Contract or provide to Jewell Projects including the provision of a disclosure statement. Further, you agree to indemnify Jewell Projects against any loss or damage it may suffer as a result your noncompliance with any obligation under the Act.
5.2 Youauthorise Jewell Projects to:
(a)collect and use Personal Information, for purposes related to the provision of the Services. You acknowledge that in the course of its business operations Jewell Projects may disclose Personal Information to third parties such as service providers.
(b) obtain a consumer credit report containing information about you from a credit-reporting agency for the purpose of assessing your application for the supply of goods and services and collecting overdue payment from you; and
(c)give to and seek from any credit provider named in the Application Form or in a credit report issued by a credit reporting agency, information about your personal or commercial credit arrangements, including information about your credit worthiness, standing, history and capacity;
(d) exchange Personal Information with third parties such as a collection agency in order to recover any overdue payment from you, in circumstances where there are grounds to suspect that you are seeking to avoid making any payment under this or any other agreement for telecommunications services;
(e) exchange Personal Information with the owner of any equipment supplied to or used by you in connection with the Services and authorise that owner to use the Personal Information in connection with the provision of the Services; and
(f)permit information about your transactions with Jewell Projects to be used by Jewell Projects and related companies for marketing purposes and for the purposes of supplying the Services to you. Your consent for the use of your Personal Information may be withdrawn at any time.
6. LIimitation of Liability
6.1 Jewell Projects is not liable to you or any third party for:
(a) any economic loss or damage including, any loss of revenue, profits, actual or potential business opportunities, contracts or anticipated savings or profits;
(b) any indirect or consequential loss or damage;
(c) any loss or damage relating to the acts or omissions of any carrier or other third party, and all other matters beyond Jewell Projects’ control; or
(d) any failure to provide part or all of the Services or to deliver any messages or any delay in the delivery of messages.
6.2 To the extent permitted by law, Jewell Projects excludes all liability for breach of any expressor implied term or warranty and also excludes all liability for Jewell Projects negligence in connection with the performance of its obligations under this Contract.
6.3Where liability for any term implied by law cannot be excluded, Jewell Projects’ liability for breach of any implied term is limited to:
(a) In the case of Services, the cost of having the Services supplied again; and
(b)in the case of Goods, the lower of the cost of replacing the Goods, acquiring equivalent Goods or having the Goods repaired.
6.4 Jewell Projects will not be liable for any loss, damage, expense or claim suffered or incurred by you because of a failure or delay in Jewell Projects complying with the Terms and Conditions.
6.5 Jewell Projects will not be liable if ii is unable to perform an obligation or provide the Servicesto be because of any factor outsideof Jewell Projects’ control including but not limited to acts of God, industrial action, default or failure or a third party, war, government action, or by any act or decision made by any relevant court.
6.6 You acknowledge and agree that in consideration of Jewell Projects providing goods and or services on a trial basis, where applicable, at reduced rates Jewell Projects will not be liable to you in any way for any loss suffered as a result of defective goods and or services.
7. Customer Service
Any queries you may in relation to the operation of the Goods or the supply of the Services must be directed to Jewell Projects’ Customer Service department or dedicated Account Manager if applicable. Jewell Projects takes no responsibility for queries that are not directed to relevant department or Jewell Projects personnel.
8. Indeminity
You agree to indemnify Jewell Projects and its employees and agents against any loss, damage, expense or claim which is in part or completely due to your breach of this Contract.
9. Joint and Several Applications of Contract
Where you comprise more than one person, this Contract binds each of you jointly and severally.
10. Entire Agreement
These Terms and Conditions together with the Application Form constitute the Contract and the entire agreement between you and Jewell Projects. All purchase orders will be read subject to the Terms and Conditions and when accepted by Jewell Projects will also be deemed to form part of the Contract. All previous negotiations and representations are excluded.
11. Assignment
Jewell Projects may at any time assign the whole or any part of this Contract. You may not assign your rights or obligations under this Contract without Jewell Projects prior written consent.
12. Variation of Jewell Projects Terms and Conditions
Jewell Projects reserves the right to vary these Terms and Conditions, including pricing, at any time upon written notice to you. You will be deemed to have acceptedany such variation if you continueto use the Service after such notice is provided.
13. Defective Terms May Severed
Any queries you may in relation to the operation of the Goods orthe supply of the Services must be directed to Jewell Projects’ Customer Service department or dedicated Account Manager if applicable. Jewell Projects takes no responsibility for queries that are not directed to relevant department or Jewell Projects personnel.
14. Applicable Law
The laws of the state of New South Wales govern this Contract and the parties agree to submit to the jurisdiction of New South Wales courts and tribunals.
