Define the available slots
Provide the appointment types, permitted times, capacity and locations the person can book against. Make clear who on your team can authorise a request outside those rules.
Your customers' bookings
Appointment Booking for Your Own Customers
Give your customers someone to call to book a visit or consultation. You get one named, full-time person in South Africa who answers your calls, books your appointments and follows up your enquiries during UK business hours, for a flat monthly fee. They work in your own calendar or booking system. If you need sales meetings with new business prospects booked for your sales team, see appointment setting.
One-off £1,500 setup per seat. Free replacement guarantee if your person isn't the right fit. No long-term lock-in.
£1,200–£1,600per seat per month, plus £1,500 one-off setup
Who This Is For
Built for businesses like yours
This service is for businesses whose own customers book visits, consultations or servicing appointments. The test is whether you have enough daytime work to fill one person's day: booking calls, changes, confirmations, reminders and customer follow-up. If you only have a modest number of bookings, your own booking tool or a pay-per-call answering plan may be the better fit. If the job is finding prospects and arranging sales meetings, use the sales services linked below.
The Challenge
Sound familiar?
A customer calls to move a visit while your team is delivering another one. The requested time looks free, but you need to check who can attend and which location they cover. Another customer needs the appointment details confirmed; someone who missed a consultation still needs a call about rebooking. If this describes your day, Cape starts with you by mapping the work behind each diary entry. Together, we identify who takes the request, who can approve it and who needs the details. We write those responsibilities into the booking role's scope, alongside the calls and enquiries your person will handle during your UK business day.
What You Get
Everything your team needs
01
Take booking requests by phone
Your person answers booking calls and takes the details needed for a visit or consultation. You supply the questions to ask and the rules for what they can confirm, including when a request needs your team's decision.
02
Book and confirm in your diary
They book appointments in your own calendar or booking system and confirm the agreed details with the customer. Availability, capacity and location rules come from you; the person works within those rules.
03
Handle changes and rescheduling
When a customer needs a different time, your person checks the permitted availability, updates the appointment and confirms the change. Decide which changes they may make alone and which need to come back to you first.
04
Send or make reminders
Your person sends or makes appointment reminders as part of your process. Give them the wording, timing and contact method you want used, together with instructions for handling a customer who asks to rearrange during the reminder.
05
Agree optional missed-appointment follow-up
If you want your person to contact customers who missed an appointment about rebooking, we can include this in the role during scoping. Together, we agree which missed appointments to follow up and how to handle the conversation. Your booking rules apply when discussing a new date.
06
Pass on the appointment details
Your person records booking details and notes in your diary or system, following your agreed handover process so the colleague who attends has the context. Specify what that colleague needs to know and which requests require a decision before anything is confirmed to the customer.
Your diary, your rules
Keep control of what gets booked
The work happens in your own calendar or booking system. During scoping, before the person starts, Cape defines booking permissions and escalation routes with you. You decide the rules and supply the capacity, location and availability details, including your route for urgent requests during UK business hours. Cape maps these into a written scope for you to sign off.
The scope sets the boundary between a routine booking and a decision for your team. For example, if a customer asks for a time you have not made available, should the person offer a permitted alternative or pass the request back? You keep control of the diary and direct the day's work; Cape handles the employment side and supports the person's performance.
Set the confirmation boundary
List what the person may confirm independently and what must come back to you. Include urgent requests and changes that affect the person delivering the visit.
Specify the handover
Tell us where appointment details and special instructions belong in your process. Agree who receives a request that needs a decision, as well as what the customer should be told while it is being referred.
Choose the right role
Appointment Setting or Appointment Booking?
Appointment booking is for your own customers: arranging visits, consultations and servicing appointments, then dealing with changes and follow-up. B2B appointment setting is a different job. It arranges sales meetings with new business prospects for your sales team. The shared word “appointment” should not determine which person you hire; the work you need them to do should.
If a salesperson needs prospect meetings in their diary, read about appointment setting. If you need outbound prospecting, see SDRs. This booking role is for customer scheduling. Bring the actual requests you handle to the first conversation, including the awkward ones, so the role can be scoped around your workload.
Your customer wants a visit
Use appointment booking when the task is to arrange or change a customer's visit or consultation. Include confirmations, reminders and rebooking in the role brief.
Your sales team wants meetings
Appointment setting is the service for booking sales meetings with prospects. Do not scope a customer-booking role around a sales meeting target.
You need outbound prospecting
Look at the SDR service when the work is outbound prospecting. Decide whether that is the role you need before treating all calls as one booking workload.
Cost and fit
Is there a full day's booking work to delegate?
There's a one-off £1,500 setup fee that covers recruitment, vetting and training, then a monthly seat fee of £1,200–£1,600 per person depending on the role. That fee is all-inclusive — salary, HR, payroll, equipment and workspace — so there are no hidden employment costs on top. The exact figure within that range depends on the role and seniority you need, and we'll confirm it on a short call.
Cape's published salary guide gives a UK annual base salary of £20,000–£24,000 for a customer service agent, the nearest role the guide covers. This is not a figure for a booking coordinator. Employer National Insurance and pension sit on top of that base salary. Include Cape's separate setup fee in your starting budget.
The buying test is enough daytime work to fill one person's day. A business with a modest number of bookings may be better served by a pay-per-call answering plan or its own booking tool. Cape loses the price comparison against pay-per-call for that buyer. Review the calls, rescheduling, reminders and follow-up together before committing to a full-time seat; do not buy one just because the diary sometimes gets busy.
Shared answering entry plans
Published prices read in October 2026 include entry plans of about £15 to £115 a month for pay-per-call answering from a shared team. These are entry-plan prices, not a general price for every booking workload.
AI receptionist plans
Published prices read in October 2026 include AI receptionist plans of about £15 to £250 a month from one provider. That published range is cheaper than a dedicated person; check whether a plan covers the tasks and exceptions you need handled.
One named, full-time person
Cape offers a free replacement if the person is not the right fit, with no long-term lock-in. There is a one-off £1,500 setup fee per seat.
Where we work
Are you UK-based?
Your person works from our office in Cape Town, South Africa, not from the UK. You have one named, full-time person dedicated to your business, working as part of our supervised office team.
South Africa uses SAST: one hour ahead of the UK in British Summer Time and two hours ahead in winter. The time difference is small, but you still need to agree a fixed UK-hours schedule with us up front. Cover is during UK business hours only.
Load-shedding is a real issue in South Africa: the national grid has struggled with scheduled power cuts. Our office has backup power and redundant connectivity as standard. Ask us how we keep the office powered and connected during a cut before you decide.
Your daily priorities
You direct the day's work; we handle recruitment, training, HR, payroll and performance support.
Native English speakers
The professionals we place speak English natively in a neutral, easy-to-follow accent.
Your systems and access
Your person works inside your CRM, ATS, help desk, dialler and approved tools using access you control, keeping operational data in your existing environment.
Our Process
How it works
01
Understand
We discuss your booking workload, customers and existing process. Bring examples of a straightforward booking, a reschedule and a request your team has to decide on. The conversation helps us assess whether a dedicated person is the right fit, and we give you direct feedback.
02
Tailor
We define the role around your booking permissions, working hours, tools and handover rules. You confirm availability, capacity, locations and the route for urgent requests, including what the person must refer back to your team.
03
Train
We train your person on your tools and workflow. Supply the booking instructions, reminder wording and escalation rules you want followed, along with access to the systems they need to use.
04
Deploy
Your person starts the agreed booking, rescheduling and follow-up work during UK business hours. You direct daily priorities and provide feedback; Cape handles HR, payroll and performance support behind the scenes.
Why Outsource
Give the booking work a defined role
You direct what your booking person does and keep the booking decisions that need your judgement. Cape handles recruitment, vetting, onboarding, training, HR, payroll, equipment and workspace, with line-management and reporting support. Your part is to define the rules, make decisions on referred requests and tell the person when priorities change. Treat those responsibilities as part of the decision to outsource, alongside the monthly fee.
Servicing appointments in a customer's own words
“Since then, their role has grown significantly — Cape Solutions now manages our inbound calls, books servicing appointments, handles new garage door enquiries, and assists with scheduling.” — Harry, Doormatic. Read the published testimonial on our case studies page.
Plan your dedicated team
Pricing
Review the monthly seat fee, setup fee and included employment costs.
Learn moreHow it works
See how the role is scoped, recruited, trained and started.
Learn moreWhy South Africa
Read about the team's location, time zone, English and power arrangements.
Learn moreCase studies
Read Harry's published account of Doormatic's work with Cape Solutions.
Learn moreFAQ
Common questions
No. This service books your own customers into visits, consultations and servicing appointments. Appointment setting books sales meetings with new business prospects for your sales team. Choose the role by who is being booked and why they need the appointment.
The person works in your own calendar or booking system. Show us your booking process during scoping, including how availability is recorded and where appointment details belong. Your tools and workflow form part of training; agree the access and permissions before the person starts.
You do. You set availability, capacity, locations and what the person may confirm alone. You also define which requests need your approval and who should receive them. The person follows those instructions; you keep control of the diary and direct the day's priorities.
The role includes sending or making reminders within your process. If you want your person to contact customers who missed an appointment about rebooking, this can be included in the role and agreed during scoping. Neither reminders nor missed-appointment follow-up guarantee that a customer will attend.
The person follows your availability and escalation rules. Define when they should offer an available alternative and when they should pass the request back for a decision. If a request is urgent, your agreed route still applies; urgency does not give the person permission to override your diary.
UK business hours only, on a fixed schedule agreed up front. This service does not provide evening, weekend, round-the-clock or emergency cover. Include your required UK working hours in the role brief so the coverage is clear before recruitment and training.
Your person works from our supervised office in Cape Town, South Africa, rather than from the UK. They work an agreed UK-business-hours schedule, with backup power and redundant connectivity at the office. Read about the location and working arrangements on Why South Africa.
The monthly fee is £1,200–£1,600 per person, plus a one-off £1,500 setup fee per seat covering recruitment, vetting and training. The monthly fee includes salary, HR, payroll, equipment and workspace. The exact monthly amount depends on the role and seniority, confirmed on a short call; the pricing page sets out the included support.
We offer a full replacement guarantee: if the person is not the right fit, we find a replacement at no additional cost. Contracts are flexible, with no long-term lock-in. The setup fee still applies when you start; this is a full-time seat.
Around 2–3 weeks from the first call to a trained person starting work is a typical guide, not a fixed promise. The timing varies with the role's complexity and how quickly details are confirmed at each stage.
Talk through your booking workload
Bring your booking process, the changes customers ask for and the UK business hours you need covered. We'll scope the role and confirm the monthly fee. There is a one-off £1,500 setup fee per seat, a free replacement guarantee if the person is not the right fit, and no long-term lock-in.
One-off £1,500 setup per seat. Free replacement guarantee if your person isn't the right fit. No long-term lock-in.