Roles
What roles a voice agent takes over
A Kallina agent does one clearly defined job well. Below are the roles we configure most often, each with its own limits.
Roles for inbound calls
- Reception
Takes inbound calls
Answers repeated questions, notes the request and transfers to a person according to your rules.
Details - Appointments
Makes appointments
Finds out the service and time, confirms the details and sends them to the appointment system.
Details - Sales
Qualifies new requests
Asks the qualification questions set by you and creates the lead in the CRM with the answers.
Roles for outbound calls
- Campaigns
Confirms orders and deliveries
Calls a list, checks the address and time, retries the numbers that do not answer.
Details - Memo
Reminds about an appointment or a payment
Short call, with the tone and legal limits set together. Refusals are respected and marked.
- Feedback
Carries out short surveys
Two or three questions after a service, with the answers in columns.
What we do not give to an agent
Decisions that require a person
Credit approvals, diagnoses, legal advice. The agent collects the information and hands over.
Open negotiations
The agent works with offers and written rules. Discussions without clear limits remain with people.
Calls without a script
An agent without a written role and without a knowledge base improvises. We do not start like that.
Frequently asked questions
Can an agent have multiple roles?
Yes, but we recommend one agent per role. It is easier to test and improve.
Which role is best to start with?
With the most repetitive and easiest to verify: confirmations, frequently asked questions or simple bookings.
My role is not on the list. Is it possible?
Describe the call to us in the demo. We will tell you honestly whether a voice agent is suitable or not.