Project brief · AK-GICU-DEDC
The client, the desk, and why it is outsourced.
Everything a BPO service provider needs before deciding whether to apply.
Grilzo
A food-cart brand. It sells carts, kitchen equipment, branding kits and franchise setups to people starting a food business — street carts, kiosks, small outlets. The customer is usually buying their first business asset, often on borrowed money, and the purchase is emotional as well as commercial.
Enquiries arrive from Meta and Instagram, Google, the website, WhatsApp, marketplace listings and a steady stream of referrals from existing owners. Volume is high, ticket values are mid-range, and the decision window is short — days, not months — which makes response speed the single biggest determinant of whether a sale happens.
After the sale, the relationship continues: dispatch, delivery, installation, spares, servicing and warranty. That after-sales tail is what turns one cart into a referral, and it is a large part of why this desk exists.
| Sector | Food equipment and franchise |
|---|---|
| Customer | First-time small business owners |
| Desk type | Inbound support with an inside-sales spine |
| Platform | Grilzo panel — provisioned by Akontec |
| Contract holder | Akontec Synergy Pvt Ltd |
| Portal reference | girlzo_customer_support |
A product company cannot staff evenings and Sundays.
The customer calls after hours
People researching a food cart do it after their current job ends. Peak enquiry hours are 18:00–21:00 and all day Sunday — exactly when an in-house office is shut.
Speed decides the sale
A first response inside five minutes converts several times better than one inside an hour. That requires a staffed queue, not a shared inbox.
After-sales gets dropped
Once an order ships, attention moves to the next order. Complaints then arrive publicly instead of privately, which costs far more to fix.
Volume is spiky
A campaign or a viral post triples enquiry volume in a day. A BPO floor can flex a rota; a four-person office cannot.
Who is responsible for what.
| Area | Grilzo (client) | Akontec | You |
|---|---|---|---|
| Process ownership | Owns the brand, products and price list | Owns process design and the contract | Owns execution on the floor |
| Enquiries | Funds and generates demand | Routes them into the panel and sets the SLA | Answers every one inside the SLA |
| Pricing | Publishes the price list and offer stack | Trains the desk on it | Quotes from it, never outside it |
| Dispatch & service | Manufactures, ships and services | Defines the coordination SLA | Coordinates, confirms and chases |
| People | — | Trains and certifies | Hires, employs, pays and retains |
| Technology | Provides the panel | Provisions logins, WhatsApp API, social inbox, dashboards | Seats, dialler, SIP, connectivity, power |
| Money | Pays Akontec | Pays you on certified seats | Pays salaries and running cost |
You never contract with Grilzo directly and never invoice them. A 24-month non-circumvention clause applies to the client, its vendors and its customer base.
The numbers to plan capacity against.
Planning basis for staffing, not a promise of volume.
| Measure | Planning basis | Note |
|---|---|---|
| Inbound contacts across all channels | 450–800 / day | Spikes hard on campaign days and weekends. |
| WhatsApp share of contacts | ≈ 45% | Concurrency matters more than talk time on this desk. |
| Voice handled per agent | 70–95 / day | Desk A and Desk C. |
| Chat and WhatsApp concurrency | 3 conversations | Designed, not aspirational. Four degrades quality measurably. |
| Open follow-ups under cadence | 400–900 | Rolling, across the seven follow-up types. |
| Support tickets opened | 40–90 / day | Post-delivery issues, spares and service requests. |
| Usable minutes per agent per shift | 435 | 540 shift, less 60 break, 20 huddle, 25 panel admin. |
| Seats at go-live | 15 + 1 team lead | 5 / 4 / 3 / 3 across four desks. |
| Headcount to hire | 18 | 18% shrinkage allowance. |
Eighteen working days.
Application
Submitted here. Acknowledged within one working day.
Qualification
Scored on the published 100-point matrix, video floor walk, reference check, document verification.
Award and contracting
MSA, NDA, Statement of Work, Rate Annexure, Data Protection Addendum and the non-circumvention undertaking.
Investment released
Paid against a GST invoice. Panel provisioning starts the same day.
Technology setup
Panel tenancy and 18 logins, WhatsApp Business API, social inbox connection, pipeline and ticket configuration, dashboards, recording integration.
Hiring and induction
You hire 18. Akontec runs a five-day induction: the product range and specifications, the price list and authorised offer stack, the panel, the pipeline, the seven follow-up types, complaint handling and the never-say list.
Certification gate
Written test plus three assessed interactions per agent — one voice, one WhatsApp, one complaint. Nobody uncertified takes a live contact.
Dry run
Two days on live contacts with the trainer on the floor and every interaction reviewed.
Go-live
Full desk live. Daily governance call for the first two weeks.
Reviews
Steady state read at day 45, when the adherence gate applies in full. Seat expansion considered at day 90.