On Call Services
đź“ž Phase II: On-Call Services
Welcome to Nkwali Compliance Consultants’ On-Call Service training. This lesson equips you to confidently explain the service to clients, manage calls, log usage, and handle billing in line with our policies. Designed for new employees and as refresher training for existing staff.
đź“– Introduction
Our On-Call Compliance Consulting Service is designed for businesses that do not need a full-time compliance officer but still require quick access to professional guidance. Clients get short, focused consultations with an FSCA-approved Compliance Officer, ensuring they always have a trusted partner to answer compliance-related questions.
🛡️ Service Scope
It is critical that staff can explain what is included and what is not included in the On-Call service. This avoids misunderstandings and ensures clients receive the right expectations from the start.
• Clarification on regulatory requirements
• Guidance on processes
• Answering compliance-related questions
• Preparing reports
• Conducting audits
• Completing statutory filings
đź“Š Fair Usage Limit
Clients are entitled to up to 4 calls or a maximum of 2 hours of consultation per month within their monthly subscription. Any usage beyond this limit triggers additional billing.
đź’° Fees
The service is charged at R800 per month. Clients must pay fees into the official bank account using their FSP number as reference.
First National Bank
Account Name: Nkwali Compliance Consultants
Account Number: 62804688010
Branch Code: 250655
Type: Cheque
Reference: FSP Number
🧑‍💼 Staff Responsibilities
Every on-call consultation must be logged and monitored properly. Staff are accountable for ensuring compliance with the following rules:
All calls must be logged in Salesforce under the client record, including:
- Date of the call
- Duration of the call
- Summary of discussion
Check usage monthly. If a client is nearing or exceeding the limit:
- Inform the client in writing
- Explain additional charges
- Track all communications in Salesforce
If a client frequently exceeds the usage limit, staff must advise them to consider upgrading to a retainer package. This ensures better value for the client and reduces ad-hoc billing disputes.
đź“ť Reflection
Reflect on how you would explain this service to a new client. – What would you emphasise about inclusions and exclusions? – How would you handle a client who disputes additional charges?