Scope of work · AK-GICU-DEDC
Every task the desk owns — and every line it must not cross.
The working summary. The signed Statement of Work carries the same content in contract form with service levels attached.
Inbound customer handling · 5 seats
The front door. Every call, chat, WhatsApp message and social DM lands here first.
- Answer voice within 20 seconds; WhatsApp, chat and DM within 5 minutes in shift.
- Identify the caller: new enquiry, existing customer, order in progress, or a complaint — and route accordingly rather than trying to hold all four.
- Capture the need: what they want to sell, where they will operate, whether they have a location, budget band, and when they want to start.
- Give accurate product orientation from the approved catalogue — models, sizes, equipment options, what is and is not included.
- Create the contact record with the six mandatory fields before ending the interaction. The panel will not save it otherwise.
- Set the pipeline stage and a dated next action every single time.
Product & order assistance · 4 seats
The inside-sales spine. Helping a first-time buyer choose correctly, then getting the order through cleanly.
- Recommend a configuration against the customer's menu, footfall and location — not against whatever is easiest to sell.
- Prepare and send the quote from the approved price list. Never a rate that is not on it, and never a discount outside the authorised offer stack.
- Explain payment terms, delivery timelines and what happens after dispatch, using the published policy wording.
- Take the order, verify the delivery address and contact, and confirm it in writing on WhatsApp.
- Track the order to dispatch and tell the customer where it is before they have to ask. The proactive update is the whole point of this desk.
- Handle abandoned enquiries and quote-sent-no-response with the correct follow-up type rather than repeated identical calls.
Issue resolution · 3 seats
Where the brand is actually won or lost. Damage, delays, missing parts, warranty questions and billing disputes.
- Log every issue as a ticket with a priority, never as a note on a contact record.
- Work the P1 / P2 / P3 clocks — P1 responded within 2 hours and resolved or escalated within 24, P2 within 24 and 72, P3 within 48 and 5 working days.
- Follow the five-move complaint frame: acknowledge, take ownership, establish the facts, state what will happen and by when, then confirm it happened.
- Collect evidence properly — photographs, delivery documents, serial numbers — before an outcome is promised to anybody.
- Escalate to the client on the published ladder. Never invent a resolution, a refund or a replacement that has not been authorised.
- Close the loop with a confirmation call after resolution, and log the root cause so the same defect gets fixed upstream.
Follow-ups & service · 3 seats
Seven named follow-up types, plus installation and service coordination.
- Call back requests, WhatsApp follow-up, quote follow-up, abandoned enquiry, interested-not-purchased, post-purchase check and review request — each with its own cadence and its own script.
- Post-purchase check within 72 hours of delivery. It catches problems before they become public complaints and it is the highest-value call the desk makes.
- Coordinate installation and service visits with the field and vendor network; confirm at booking and again the day before.
- Handle spares enquiries end to end — part identification, availability, dispatch, follow-through.
- Request a review only from customers who have confirmed they are satisfied. Asking an unhappy customer for a review is a quality defect on this desk.
09:00 to 21:00, seven days on a rota.
| Time | Block | What happens |
|---|---|---|
| 08:45 | Shift 1 systems check | Panel, dialler, WhatsApp and social inbox verified before the queue opens. |
| 09:00 | Overnight queue | Everything that arrived after 21:00 answered before anything else. Nothing waits more than one shift. |
| 09:30 | Huddle (20 min) | Yesterday's numbers, open P1 tickets, dispatch issues, one coaching point. |
| 10:00 | Order and dispatch block | Desk B confirms orders and pushes proactive dispatch updates. |
| 12:00 | Follow-up block | Desk D runs the cadence list across the seven follow-up types. |
| 13:30 | Break rota | Staggered. Inbound is never unmanned, not for a minute. |
| 15:00 | Service coordination | Installation and service visits booked and confirmed with the field network. |
| 18:00 | Peak window · Shift 2 full strength | The busiest three hours of the day. Every seat on the floor, no scheduled meetings, no training. |
| 20:30 | Close-out (30 min) | Panel completion check, next actions set, open tickets handed over, daily report published. |
| Sun | Full desk on rota | Sunday is one of the two busiest days of the week for this customer. The desk is open and staffed, not skeleton. |
Response, resolution and honesty. Not call count.
| KPI | Standard | Applies to |
|---|---|---|
| First response within SLA | ≥ 95% | Desk A headline |
| Abandoned contacts | ≤ 5% | All channels |
| First contact resolution | ≥ 70% | Desk A, Desk C |
| P1 tickets resolved or escalated in 24 hrs | 100% | Desk C |
| Quote accuracy against the price list | 100% | Desk B — a wrong quote is a fatal error |
| Proactive dispatch updates sent | ≥ 95% | Desk B |
| Post-purchase check within 72 hrs | ≥ 92% | Desk D headline |
| Scheduled follow-ups completed on date | ≥ 92% | Desk D |
| Contacts with a valid stage and next action | ≥ 99% | All desks |
| CSAT on sampled interactions | ≥ 4.2 / 5 | All desks |
| Quality audit score | ≥ 85% | Weekly sample, published |
| Schedule adherence | ≥ 95% | The payout gate |
There is no daily sales-value quota on this desk. Conversion is tracked and reviewed, but pushing a first-time buyer into the wrong cart produces a return, a complaint and a public review — all of which cost the client more than the sale was worth.
What the desk must never do.
Every prohibition carries a replacement sentence in the script pack, so an agent is never left with nothing to say. These are trained on day one and audited weekly.
- Never quote a price, discount or bundle that is not on the approved list and offer stack.
- Never promise a delivery date, installation date or service visit outside the published policy.
- Never authorise a refund, replacement, credit note or warranty claim. Recommend and escalate; the client decides.
- Never promise earnings, footfall, payback or profit from a cart. A customer asking "how much will I make" gets the honest answer that it depends on their location, menu and effort.
- Never comment on a competitor's product or price.
- Never take payment directly or share any account details other than the client's official channel.
- Never move customer data out of the panel — no personal WhatsApp, no spreadsheets, no screenshots.
- Never ask an unresolved or unhappy customer for a review or rating.
- Never handle a legal notice, a food-safety allegation or a media query. Escalate it verbatim, immediately.
L1 to L5, with clocks
L1 agent · L2 desk senior within 15 minutes · L3 team lead within 1 hour · L4 Akontec delivery manager, same day · L5 Grilzo, same day.
Three situations bypass L2 entirely: a safety or injury report involving a product, a legal notice, and any public post or review that is escalating.
P1 / P2 / P3
P1 — undelivered order past date, damage on arrival, safety issue.
Respond 2 hrs, resolve or escalate 24 hrs.
P2 — missing part, billing dispute, service delay. 24 hrs / 72 hrs.
P3 — general query, spares availability, documentation. 48 hrs / 5 days.
Capped at 15%
Service-level credits in any month are capped at 15% of that month's fixed payout.