Akontec · Domestic BPO project · Customer support
Somebody has to pick up when the cart is on the road.
Grilzo sells food carts, equipment and franchise setups to people starting their own business. They call with questions, orders, delivery worries and service requests — and they call in the evening, on Sundays, and at the exact moment they are deciding whether to trust the brand. That desk is being placed with one BPO service provider.
- Seats at go-live
- 15 Four desks plus a team lead
- Payout per seat
- ₹50,000 Per certified productive seat, per month, against a minimum standard
- One-time investment
- ₹5,00,000 Setup, panel access, training and documentation
- Coverage
- 09:00–21:00 Two shifts, seven days on a rota
Support that also sells, without ever sounding like it.
Grilzo's customers are first-time business owners. Somebody buying a food cart is putting a meaningful part of their savings into it, and they behave accordingly: they call four times before ordering, they want to know what happens if something breaks, and they remember exactly how they were treated.
So this desk is a support desk with an inside-sales spine. Agents answer the enquiry properly, help the customer choose the right cart and configuration, take and track the order, chase the ones that went quiet, resolve the problems that come up after delivery, and coordinate service. Conversion follows from doing that well. It is not pushed.
The desk runs on the Grilzo panel — a single screen carrying telephony, chat, WhatsApp, the social inbox, leads, contacts, pipeline, orders, support tickets, follow-ups, an AI assistant and reporting. Akontec provisions and configures it, then trains your team on it.
Call, WhatsApp, chat, social, email
All five land in one queue on the panel. WhatsApp carries the heaviest volume, and it is where most orders are actually confirmed.
Hindi and English, plus regional
Customers are spread across states. Tamil, Telugu, Marathi or Bengali on part of the desk is a real scoring advantage.
24 months, 3-month lock-in
Reviewed at day 45 for steady state and day 90 for a seat increase.
How the floor is divided.
Full task detail is on the scope of work page.
Inbound customer handling
Every incoming call, chat, WhatsApp and DM. First response, need capture, product orientation, and routing anything that needs a specialist.
Product & order assistance
Helping the customer choose the right cart, configuration and add-ons; preparing the quote from the approved price list; taking the order and tracking it to dispatch.
Issue resolution
Damage in transit, missing parts, delayed dispatch, warranty questions, billing disputes. Runs to P1 / P2 / P3 clocks with a published escalation path.
Follow-ups & service
The seven follow-up types, plus installation and service-visit coordination with the field and vendor network.
One team lead covers the four desks. Desk A and Desk C carry a working senior at a 70% load — a new agent should never be the first person a distressed customer speaks to.
Every conversation sits somewhere on this line.
The panel enforces it. An agent cannot leave a contact without a stage and a dated next action, which is the single reason nothing goes quiet on this desk.
We can hand you the project. Not the result.
Akontec brings the client, the process design, the panel setup, the training and weekly governance. Everything after that happens on your floor — who you hire, how many certify, how many seats stay filled, and how a worried customer is treated at 8 p.m. on a Sunday.
Two centres running this exact desk will not earn the same money. Read what we provide and what we do not promise before you spend anything.
No income is guaranteed
₹50,000 per seat is a fixed rate against a minimum performance standard — not a guaranteed monthly income. It is payable on certified productive seats, gated on adherence and quality, and can be reduced or withheld.
The ₹5,00,000 investment buys setup, panel access, training and documentation. It does not buy a return and it is not refundable once consumed. Salaries, rent, power and connectivity are yours to fund on top of it.