Project brief · AK-LUBA-CEDD
The client, the desk, and why it is being outsourced.
Everything a BPO service provider needs to understand the account before deciding whether to apply.
Akon Studios
A film production, event management and talent management company. Three businesses share one back office: productions (films, brand shoots, music and post), events (weddings, corporate events, launches, pageants) and talent (models, artists, crew and vendors who register with the studio and are hired out to clients).
The studio operates a member application and admin panel with separate sign-in portals for its member club, model hub, sponsor and investor suite, vendor hub and producer hub. Enquiries land from the public website, the app, Meta and Instagram, Google, WhatsApp and word of mouth. The commercial values are large and the sales cycle is long: a wedding film is discussed for weeks; a corporate event calendar is booked a quarter ahead.
Akon Studios sits within the same group as LushnLux, an events and film production
company whose properties include a flagship pageant and fashion galas. Campaign
enquiries from those properties route into the same desk, which is why the project is
listed on the portal under the reference lushnlux_backend_process.
| Sector | Media, events and talent |
|---|---|
| Base | Chennai; work across South India and Mumbai |
| Desk type | Backend support and coordination, not cold sales |
| Contract holder | Akontec Synergy Pvt Ltd |
| Delivery model | Placed with one BPO service provider |
| Portal reference | lushnlux_backend_process |
Production teams are not a support team.
Enquiries arrive when the crew is on set
A production coordinator cannot answer a wedding enquiry at 11 a.m. on a shoot day. Calls get missed, and a missed first call on a six-figure enquiry is a lost account.
Follow-up is the weak link
Quotations go out and nobody chases them on a schedule. The desk exists mainly to make the seventh follow-up call that the studio never makes.
Coordination is repeatable work
Confirming crew, vendors, call times and documents is high-volume, rule-driven work that belongs on a trained support floor with a CRM behind it.
The calendar is seasonal
Wedding and event seasons spike hard. A BPO floor can flex a rota; an in-house team of four cannot.
Who is responsible for what.
| Area | Akon Studios (client) | Akontec (coordinator) | You (service provider) |
|---|---|---|---|
| Process ownership | Owns the business and the rate card | Owns the process design and the contract | Owns execution on the floor |
| Enquiry flow | Generates enquiries through its own marketing | Routes them into the CRM and defines the SLA | Works every enquiry to the cadence |
| People | — | Trains and certifies | Hires, employs, pays and retains |
| Technology | Provides the studio panel and calendar | Provisions CRM, WhatsApp API and reporting | Provides seats, dialler, connectivity and power |
| Quality | Reviews sampled calls monthly | Audits weekly and publishes the scorecard | Runs first-line QA daily |
| Money | Pays Akontec | Pays you monthly on certified seats | Pays salaries and running cost |
| Escalation | L5 | L3 / L4 | L1 agent, L2 team lead |
You never contract with Akon Studios directly and you never invoice them. A 24-month non-circumvention clause applies to the client, its brands and its introduced contacts.
The numbers you should plan against.
These are the planning basis for capacity, not a promise of volume. Actual flow follows the studio's marketing and the event season.
| Measure | Planning basis | Note |
|---|---|---|
| New enquiries into the desk | 40–70 / day | Across voice, WhatsApp, forms and DMs. Peaks Oct–Feb and Apr–Jun. |
| Open quotations under follow-up | 180–320 | Rolling. Each carries a scheduled next action. |
| Outbound follow-up calls | 55–75 per agent / day | Warm follow-up on named enquiries only. |
| Coordination calls on event days | 30–120 | Crew, vendor and client confirmation on shoot and event dates. |
| Average handling time, voice | 4–7 min | Enquiry capture runs longer than follow-up. |
| Usable minutes per agent per shift | 435 | 540 shift, less 60 break, 20 huddle, 25 CRM admin. |
| Seats at go-live | 10 | Reviewed at day 90; up to 25 on sustained performance. |
| Headcount to hire for 10 seats | 12 | 18% shrinkage assumption — leave, attrition, training. |
Fifteen working days, if you move.
Application
You submit the form on this site. We acknowledge within one working day.
Qualification
Scored against the published 100-point matrix. Video walkthrough of your floor, reference check, document verification (incorporation, GST, PAN, premises proof).
Award and contracting
MSA, NDA, Statement of Work, Rate Annexure (Schedule A), Data Protection Addendum and the non-circumvention undertaking are issued for signature.
Investment released
Setup investment paid against a GST invoice. Provisioning starts the same day.
Technology setup
CRM tenancy and 12 user logins, WhatsApp Business API, mail routing, call recording integration, reporting dashboard, escalation groups.
Hiring and induction
You hire 12 against the supplied job description and assessment pack. Akontec runs a five-day induction: client and brand, the seven workstreams, CRM, scripts, objection handling, quality standard.
Certification gate
Written test plus three mock calls per agent. Nobody uncertified takes a live call — this is a hard gate, not a formality.
Dry run
Half a day on live enquiries with the trainer on the floor and every call reviewed.
Go-live
Full desk live. Daily governance call for the first two weeks.
Steady state review
KPIs read at full standard. Adherence gate applies in full from this point.
Seat review
Expansion to 15, then 25 seats considered on sustained quality and seat fill.