What you get from Akontec · AK-GICU-DEDC
Consultancy, setup, training, support — and what we will not say.
Six pillars of support run for the whole term, and twelve promises we deliberately refuse to make. Read both halves before you commit money to this project.
What we do
Consult
Consultancy
- Desk structure, channel mix and the working senior at a 70% load.
- Capacity model — 435 usable minutes, three-chat concurrency, and what that means for your roster across a 12-hour window.
- Cadence design across the seven follow-up types and the P1 / P2 / P3 clocks.
- A cost model you can hold against your own numbers before committing.
- Hiring profile per desk, including the written test we recommend you use.
Setup
Technology setup
- Panel tenancy and logins, with pipeline stages, ticket priorities, dispositions and mandatory fields configured before induction.
- WhatsApp Business API onboarding and approved message templates.
- Social inbox connection and web chat widget routing into the same queue.
- Recording integration and a live retrieval test at go-live.
- Dashboards: daily activity, ticket ageing, follow-up compliance, weekly scorecard.
- Configuration guidance for your dialler and SIP, which remain yours.
Train
Training
- Five-day trainer-led induction: the product range and specifications, the price list and authorised offer stack, panel operation, pipeline discipline.
- Written-channel training — tone, spelling, structure and how to say no in writing without sounding cold.
- Complaint handling on the five-move frame, with real recorded examples.
- A never-say list where every prohibition carries a replacement sentence.
- Certification gate: written test plus three assessed interactions per agent.
- Refresher at day 45 and day 90, plus train-the-trainer for your desk seniors so you can onboard a replacement without us.
Docs
Documentation
- SOP manual for all four desks and the panel operating manual.
- Script pack across enquiry, order, complaint and each follow-up type.
- QA scorecard with the fatal-error list and the calibration method.
- MIS formats — daily, weekly, monthly — pre-built.
- Job descriptions, interview assessment sheet, candidate written test.
- DPDP-aligned data handling pack.
Support
Project support
- Four named owners: account, delivery, technical and billing.
- Daily governance for two weeks, then weekly for the term.
- Weekly QA sample across voice and written, published and calibrated with your QA.
- Escalation cover at L4 with same-day client access at L5.
- Monthly business review with the client's feedback read out unedited.
- Change control — any scope change is quoted and agreed before it hits your floor.
Admin
Commercial administration
- Joint reconciliation of productive seats before you invoice.
- A defined payment window and a named billing owner to chase.
- Guidance on GST treatment and TDS.
- Written notice periods and a transition plan on exit, either way.
What we will not promise
The list we would rather you read twice.
- No promise of earnings, profit or return. The rate is per certified productive seat against a performance standard. What you earn depends on seat fill, certification rate, adherence and quality.
- The payout is not unconditional. It is gated on adherence and quality and can be reduced or withheld.
- No promise of contact volume. The client funds and generates demand. The planning basis is a plan, not a floor.
- No commission leg on this desk. If you were expecting conversion-based upside, it does not exist here, and the reason is written into the process design.
- No promise the contract runs the full term. Clients can reduce seats, change scope or exit on notice. So can you.
- No promise of seat expansion. It depends on performance and the client's own volumes.
- No refund of consumed setup, training or tooling cost. The deposit is refundable at a clean exit; the rest is spent on your setup.
- We do not run your centre. We do not hire your staff, pay salaries, sign your lease or manage your floor.
- We do not promise every hire will certify. The written-channel assessment fails people who interview well. Plan for it.
- We do not promise exclusivity unless it is in Schedule A.
- This is not an investment product. No security, no unit, no assured return, no buy-back.
- We do not hide bad news. If the client is unhappy or the account is at risk, you hear it from your delivery manager first, not from a termination notice.
Risks, stated plainly
What can go wrong, and what the contract does about it.
| Risk | Who carries it | Mitigation |
|---|---|---|
| Sunday and late-shift adherence slips | You | Measured separately as well as inside the desk figure, so it surfaces in week one rather than at the month-end gate. Roster and transport planned at award. |
| Agents fail the written assessment | You | One re-test permitted; a second failure means a replacement hire. The candidate test is supplied so you can screen before you hire, not after. |
| Contact volume spikes on a campaign | Shared | Advance notice of campaigns is a client obligation in the SOW; float seats and the rota absorb the rest. |
| Public review from an unresolved complaint | Shared | P1 clocks, the 72-hour post-purchase check, and the bypass escalation on any escalating public post. |
| Wrong quote sent | You | Fatal error on the scorecard, price list built into the panel rather than kept in a document, and a same-day correction protocol. |
| Client reduces seats | Shared | 60 days' written notice; first refusal on Akontec's next domestic placement. |
| Data incident | You, with our support | 24-hour notification clock from awareness; joint response, client notification handled by Akontec. |
| Payment delay | Akontec | Defined 15-working-day window, named billing owner, escalation to the director. |