Call Centre

Outsourced contact-centre and business process outsourcing (BPO) services — inbound and outbound customer and sales support, delivered by an onshore Australian team.

Last updated: 15 July 2026

Our call centre service provides outsourced contact-centre and business process outsourcing (BPO) support — an alternative to in-house resourcing, cover during staff shortages, or an after-hours extension of your team. Jewell leads and is accountable for the service, delivered by an onshore team in Australia with ongoing training and quality assurance.

What this service covers

• Inbound: phone answering, message taking, remote reception, appointment scheduling and call transfer;
• Outbound: lead generation and nurture, customer satisfaction surveys and appointment setting;
• Short-term campaigns or long-term, ongoing engagements, with availability up to 24/7 as agreed.

Discipline-specific terms

• Staffing and quality: our consultants are onshore in Australia and receive ongoing training, coaching and quality assurance. Calls are monitored and recorded for training and client-feedback purposes, and consultants work to agreed SLAs on call-answer and call-handling times. We resource for full coverage and scale up for seasonal or campaign peaks by arrangement.
• Account management: we assign a dedicated Account Manager and Client Solutions Consultant to manage onboarding, setup, quality assurance and your day-to-day account.
• Data protection: we treat all client data as strictly confidential and maintain appropriate safeguards against unauthorised or unlawful processing, loss or damage. Where the engagement involves personal information, our Data Processing Addendum applies.
• Billing: billing runs on a monthly cycle, with invoices issued around the 5th of the month for agreed costs, service fees and any upfront setup fees. Exception 30-day payment terms and split-invoice arrangements can be arranged on request.
• Term and termination: monthly subscriptions may be terminated by either party on 30 days' written notice. Early-termination fees may apply where a fixed contract term (for example a 3-month term) was quoted. You remain responsible for outstanding fees on termination.

How these terms work

These service terms sit under Jewell's Terms of Service, which govern every engagement unless a signed Master Services Agreement or Statement of Work says otherwise. Where the two differ, the more specific document controls. In short:

• Partner delivery: Jewell leads and remains responsible for the work. We may engage vetted specialist partners and subcontractors, and we stand behind their work as if it were our own. Your contract is with Jewell alone.
• AI-assisted delivery: we use AI tools under human direction and review to work faster and pass the value to you. A qualified person reviews and remains accountable for every deliverable, and we do not use your confidential material to train publicly available AI models. See the AI Disclosure page.
• Intellectual property: on payment in full, you own the final deliverables created specifically for you. Jewell keeps its pre-existing methods, frameworks (including the 3D Process), tools, code and know-how, and licenses them to you as embedded in the work.
• Case studies: unless you tell us otherwise in writing, we may reference non-confidential work — including your name, logo and factual outcomes — in our portfolio, proposals and marketing. You can opt out or restrict this at any time.
• Australian Consumer Law: nothing in these terms excludes the consumer guarantees you have under the ACL.
• Liability: our liability is capped and certain losses are excluded, as set out in the Terms of Service.

For the full clause set — fees and payment, confidentiality, privacy, termination, disputes and governing law — see the Terms of Service.

Jewell Group Pty Ltd. These terms may change without notice; the current version lives here. Questions? hello@jewellai.com.