Commercial · AK-GICU-DEDC
₹5,00,000 in. ₹50,000 per seat, per month, out.
What the investment buys, what it does not, how the payout works, and what the downside looks like.
₹5,00,000, one time, itemised.
The allocation below is the indicative basis on which the figure was built. Line values are confirmed in the Rate Annexure at award.
| Component | What it covers | Amount |
|---|---|---|
| Project onboarding & process licence | Right to run the process for the term, contracting, KYC, non-circumvention registration, portal access | ₹1,00,000 |
| Technology setup | Grilzo panel tenancy and 18 logins, WhatsApp Business API, social inbox connection, chat widget, pipeline and ticket configuration, dashboards, recording integration | ₹1,60,000 |
| Training & certification | Five-day induction on the product range, price list and offer stack, panel operation, the seven follow-up types and complaint handling; script pack, objection handbook and the certification gate for 18 people | ₹95,000 |
| Month-one campaign seed | Enquiry routing configuration, first-cycle message templates and the ramp buffer | ₹85,000 |
| Documentation, QA & compliance | SOP manual, QA scorecard, MIS formats, job descriptions and hiring toolkit, DPDP-aligned data handling pack | ₹35,000 |
| Performance deposit | Refundable at a clean exit after lock-in, or adjusted against the final invoice | ₹25,000 |
| Total, payable at award | ₹5,00,000 | |
GST applies as per law. Payment schedule: 60% on signing, 40% before the certification gate on day 15. The deposit is held separately and is not applied to running costs.
The investment is not your operating budget.
Covered by the investment and Akontec
- The client relationship, contract and commercial terms
- Process design, desk structure, capacity model and cadence
- Panel tenancy, WhatsApp API, social inbox and dashboards
- Five-day trainer-led induction and the certification programme
- Full documentation — SOP, scripts, QA scorecard, MIS, JDs, hiring toolkit
- Weekly QA audit, governance call, escalation cover, four named owners
Yours to fund, every month
- Agent, desk senior, team lead and QA salaries plus statutory contributions
- Premises rent, electricity, power backup, housekeeping
- Internet, dialler licences and SIP channel rentals
- Workstations, headsets, furniture, UPS and maintenance
- Late-shift transport and any Sunday allowance you offer
- Recruitment and attrition replacement cost
Indicative all-in cost for a 15-seat two-shift domestic support desk runs ₹29,000–₹37,000 per seat per month depending on city and salary band. Use your own numbers below, not ours.
₹50,000 per certified productive seat, per month.
A single fixed rate against a minimum performance standard. No commission leg on this desk — deliberately, because a commission on a support process pushes agents to sell the wrong cart to a first-time buyer.
| Term | Definition in the Rate Annexure |
|---|---|
| Certified seat | Occupied by an agent who has passed the certification gate and holds current certification. |
| Productive seat | A certified seat logged in and working the process for at least 85% of its rostered hours in the month. |
| Monthly average productive seats | Averaged across the month's working days to one decimal place. Fourteen and a half seats bills as 14.5. |
| Adherence | Rostered hours actually worked on the process against rostered hours planned, at desk level — including the Sunday rota. |
| Quality score | The weekly audit average across sampled voice and written interactions, on the published scorecard. |
| Desk adherence | Quality score | Payable | What follows |
|---|---|---|---|
| ≥ 95% | ≥ 85% | 100% | Full rate; seat expansion considered at review. |
| 85–94.9% | ≥ 80% | 90% | Written observation and coaching plan. |
| 70–84.9% | ≥ 75% | 75% | Corrective action plan, 30 days to recover. |
| < 70% | any | Reviewed | Payment held pending joint review; repeat breach is a termination event. |
The gate is not applied during the ramp — day 1 to day 45 — so a normal ramp does not cost you money. Sunday adherence is measured separately as well as inside the desk figure, because it is the shift most likely to slip.
Your costs, your arithmetic.
A calculator, not a projection. Excludes GST and TDS.
Include salary, statutory, rent, power, connectivity, dialler, supervision, transport and consumables.
Read this before you take the number seriously
The modeller assumes seats filled, certified and adherent for a full month. Month one carries hiring, training and early attrition, and the Sunday rota is where adherence usually slips first. A desk running 11 productive seats instead of 15, paid at 90% under the gate, earns ₹4,95,000 against ₹4,80,000 of cost — margin that disappears entirely if your cost per seat is at the top of the band.
Model the downside first. If it does not work at 11 seats and 90% payable, do not sign for 15.
Billing cycle and cash flow.
| Step | When | Detail |
|---|---|---|
| Month closes | Last working day | Attendance, adherence and quality frozen from panel and dialler reports. |
| Joint reconciliation | Working days 1–3 | Productive-seat count agreed with the delivery manager. Disputes are raised here, not after invoicing. |
| You invoice | Working day 4 | Against the agreed seat count, with GST as applicable. |
| Akontec pays | Within 15 working days of a clean invoice | To the contracting entity's account only. TDS deducted as per law. |
| Deductions | On the same invoice | Any service credits for the month, capped at 15% of the fixed payout. |
Plan for roughly a 45-day gap between paying your first month's salaries and receiving your first payout. This is the most common reason a new centre gets into trouble on its first placement, and it is entirely avoidable with planning.