Customer support BPO · Finance
Monthly client billing
Bill every support client from checked numbers instead of a spreadsheet only one person understands. Hours, volumes and SLA credits are reconciled against the contract, finance approves the invoice, and the client approves the backup through a shared link before it is issued.
- Duration: 5 to 8 working days
- How often: Every month, for each client
- Steps: 7 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
Billable hours come from several reports that never quite match.
SLA credits are worked out from memory of what the contract says.
The client disputes the invoice after it is booked, and payment waits.
Every invoice goes out with a different explanation, or none at all.
With it
The workforce analyst reconciles hours against the schedule before anyone prices them.
Credits are calculated against the contract, from the SLA results recorded in the run.
The client gets the backup first and approves it through a shared link before the invoice is issued.
An AI agent drafts the cover note, and the finance manager approves it with the invoice.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
The month closes. The billing analyst starts a run for each client with the billing month.
- 1
Reconcile billable hours and volumes
Day 1Workforce analyst · Team
Pull the month's logged hours and handled contacts, match the hours to the schedule and split production, training and overtime hours.
Checklist
- Logged hours match the schedule
- Training hours split from production hours
- Overtime approved by the client listed
Fields to fill in
- Billable production hours (required)
- Training hours
- Contacts handled (required)
- Link to the hours report (required)
- 2
Record the SLA results
Day 2Operations manager · Team
Record the month's result for each service level in the contract, and note any exclusion the contract allows, such as an outage on the client's side.
Checklist
- Every contracted service level reported
- Exclusions checked against the contract
Fields to fill in
- SLA results (required)
- Service levels missed
- Link to the SLA report (required)
- 3
Calculate the invoice and SLA credits
Day 3Billing analyst · Team
Apply the contract rates, minimum commitments and SLA credits or bonuses to the hours and volumes, and prepare the draft invoice.
Checklist
- Contract rates applied
- Minimum commitment checked
- SLA credits calculated per contract
- Pass-through costs added
Fields to fill in
- Invoice total before credits (required)
- SLA credits (required)
- Link to the draft invoice (required)
- 4
Draft the invoice cover note
Day 3Invoice note writer · AI agent
The invoice note writer explains the invoice lines, the SLA results and any credit in a short note the client can check against the backup.
Fields to fill in
- Draft cover note (required)
Checked by: The finance manager corrects the note and approves the invoice in step 5.
- 5
Approve the invoice
Day 4Finance manager · Team
Check the amounts against the hours, the SLA results and the contract, correct the cover note and approve the invoice. Then email the draft invoice, the cover note and the backup to the client's vendor manager with the shared link.
Checklist
- Amounts match the hours and the contract
- Credits match the SLA results
- Cover note corrected
Approval: The client sees nothing until the finance manager approves the invoice.
- 6
Client reviews the invoice backup
Days 4 to 6Client vendor manager · Shared link
The client's vendor manager checks the draft invoice and backup the finance manager emailed and, through the shared link, approves them or lists the lines they dispute, and adds the purchase order number.
Fields to fill in
- Decision (required)
- Lines in dispute
- Purchase order number
- 7
Issue the invoice
Day 7Billing analyst · Team
Settle any disputed lines, issue the invoice from the accounting system and record its number and due date.
Checklist
- Disputed lines settled
- Invoice sent from the accounting system
Fields to fill in
- Invoice number (required)
- Payment due (required)
Done when
The invoice is issued with hours, volumes and SLA credits the client has already reviewed, and the payment due date is recorded.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Invoice note writer
Writes the cover note that explains the invoice lines and any SLA credits to the client.
What it does
- Reads the hours, volumes, SLA results and credits recorded in steps 1 to 3
- Explains each invoice line and credit in plain language
- Writes the draft cover note into its step
- Completes its step, so the finance manager can review it
Checked by: The finance manager corrects the note and approves the invoice in step 5.
Questions this template answers
Take each missed service level from the month's results and apply the credit the contract sets for it, after the exclusions the contract allows. Step 2 records the SLA results and exclusions, and step 3 calculates the credits against the contract.
Match logged hours to the schedule and split production, training and overtime hours before anyone prices them. Step 1 does this with a checklist and records the hours and contacts the invoice is built on.
Let the client check the hours, SLA results and credits before the invoice is issued, with a note that explains every line. Step 4 drafts that note, step 5 sends it with the backup once approved, and in step 6 the client approves the backup or lists the disputed lines through a shared link.
Let AI explain the invoice in plain language, and keep the amounts and the approval with finance. In step 4 the invoice note writer drafts the cover note from the recorded numbers, and in step 5 the finance manager corrects it and approves the invoice.
Put a finance approval between the calculation and the client. Step 5 is an approval gate: the client sees nothing until the finance manager has checked the amounts and approved the invoice.
Ask for it in the same step where the client approves the invoice backup. In step 6 the client's vendor manager adds the purchase order number through a shared link, before the billing analyst issues the invoice in step 7.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.