Scope of work · AK-LUBA-CEDD
Every task the desk owns, and every task it does not.
This page is the working summary. The signed Statement of Work carries the same content in contract form, with service levels and credits attached.
Client enquiry handling
Every new enquiry, on every channel, answered inside the SLA and captured completely.
- Answer inbound voice within 20 seconds; WhatsApp and DM within 10 minutes in shift; web forms within 30 minutes.
- Capture the brief: enquiry type (wedding, corporate, film, brand shoot, talent hire, pageant), event date, city and venue, guest or crew count, budget band, decision maker, how they found the studio.
- Create the CRM record with a project code before ending the call. Six fields are mandatory and a record cannot be saved without them.
- Set the next action and its date on every single record. No record is ever left without one.
Lead qualification and routing
Sorting real work from noise, and putting it in front of the right studio desk.
- Qualify on date feasibility, city, budget band and decision authority.
- Route to productions, events, talent or vendor desks using the published routing table.
- Flag high-value enquiries above the threshold for same-day studio attention.
- Mark and close junk, duplicate and out-of-area enquiries with the correct disposition code — 22 codes, no free text.
Quotation coordination
The desk does not price work. It moves the quotation through the studio and back to the client without anything going missing.
- Raise the quote request with a complete requirement sheet — incomplete sheets are the single biggest cause of delay and are treated as a quality defect.
- Chase the studio production desk to the internal turnaround (48 hours standard, 24 hours on flagged enquiries).
- Send the approved quotation, log the version, and confirm receipt by call.
- Record the client's reaction verbatim — objection, deferral, comparison, budget gap.
- Route revision requests back with the reason attached; track every version.
Booking support
Turning an accepted quotation into a confirmed date on the studio calendar.
- Check date availability against the production calendar before any commitment.
- Place and expire provisional date holds (72 hours standard).
- Follow up the advance and confirm receipt with the studio's accounts desk.
- Dispatch the contract, chase the signed copy, file it against the project code.
- Trigger the onboarding handover to the assigned producer or event manager.
Follow-ups
The reason the desk exists. Most enquiries are not lost — they are dropped.
- Run the fixed cadence on every open quotation: D0 confirm receipt, D2 first discussion, D7 decision check, D15 revised option, D30 nurture, then monthly.
- Post-event feedback call within three working days; review request on satisfied clients.
- Reactivate dormant enquiries in the season ahead of their event anniversary.
- Close out honestly. A "not interested" recorded correctly is worth more than a record left open to protect a number.
Project coordination
Shoot-day and event-day work, where a missed call costs the client real money.
- Circulate the call sheet to crew, talent and vendors the day before.
- Make confirmation calls to every named person on the sheet; escalate a non-response within 30 minutes.
- Confirm vendor arrival windows, equipment despatch and venue access timings.
- Hold the escalation line on the event day and log every incident.
- Close the project file with a post-event checklist.
Back office, MIS and talent intake
The desk's own housekeeping, plus registration intake for models, crew and vendors.
- CRM hygiene: duplicates merged daily, stale records surfaced weekly.
- Daily activity report published by 19:15; weekly pipeline pack every Monday 11:00.
- Talent and vendor registration intake — collect details and documents, verify completeness, route to the studio talent desk. Intake only: the desk never shortlists, selects, or comments on a candidate's chances.
- Document filing against every project code, retained to the data policy.
10:00 to 19:00, block by block.
| Time | Block | What happens |
|---|---|---|
| 09:45 | Floor open | Systems check, dialler and WhatsApp login, overnight enquiry queue read. |
| 10:00 | Huddle (20 min) | Yesterday's numbers, today's event days, escalations still open, one coaching point. |
| 10:20 | Priority window | Overnight and early enquiries answered first. Event-day confirmation calls made before the client's own day gets busy. |
| 12:00 | Follow-up block | Scheduled cadence calls on open quotations. Highest connect rate of the day. |
| 13:30 | Break rota | Staggered, never more than 30% of the desk off the floor. Inbound is never unmanned. |
| 14:30 | Coordination block | Crew, vendor and venue confirmations for tomorrow's call sheets. |
| 16:00 | Quotation chase | Studio production desk chased on pending quotes; revisions dispatched. |
| 17:30 | Second follow-up block | Evening reach on working clients who cannot talk during the day. |
| 18:35 | Close-out (25 min) | CRM completion check, next actions set, daily report published, handover notes. |
| 19:00 | Desk closes | Event-day rota continues on the escalation line where a shoot is running. |
Saturday runs a half desk. Sunday is closed except where an event or shoot is live, in which case a two-person rota covers the escalation line. Rota hours are planned in advance and are part of the seat commitment.
The scorecard is activity and quality, not rupees.
The desk does not close sales on the phone, so it is not measured on sales value. It is measured on whether the work was done, on time, properly recorded.
| KPI | Standard | Why it is on the card |
|---|---|---|
| First response within SLA | ≥ 95% | The first response decides whether the enquiry survives. |
| Enquiry capture completeness | ≥ 98% | An incomplete brief cannot be quoted, so the enquiry stalls. |
| Scheduled follow-ups completed on date | ≥ 92% | The cadence only works if it is actually run. |
| Quotation turnaround coordinated | ≤ 48 hrs | Measured from complete requirement sheet to quotation dispatched. |
| Call-sheet confirmations completed | 100% | Every named person on an event day, confirmed or escalated. |
| CRM records with a valid next action | ≥ 99% | A record without a next action is a lost enquiry with extra steps. |
| Quality audit score (sampled calls) | ≥ 85% | Weekly sample, published scorecard, eight fatal errors fail a call outright. |
| Schedule adherence | ≥ 95% | This is the gate the payout is read against. |
| Client escalations (studio-raised) | ≤ 2 / month | Above this, a corrective action plan is issued. |
What the desk must never do.
These are absolute. Each one has failed on a support desk somewhere before, and each one is written into the Statement of Work as a non-negotiable. A breach is a quality failure regardless of the outcome it produced.
- Never quote a price, discount or package that is not on the approved rate card.
- Never confirm a date, venue or crew allocation that the production calendar has not held.
- Never promise a creative outcome, a deliverable timeline or a named artist.
- Never approach talent, crew or vendors for work outside the studio's engagement.
- Never take payment directly. All money moves between the client and the studio.
- Never move client contact data outside the CRM — no personal phones, no spreadsheets, no personal WhatsApp.
- Never comment on a candidate's selection chances at talent intake.
- Never handle a media, legal or reputational query. Escalate it, verbatim, at once.
L1 to L5, with clocks
L1 agent, at the point of contact.
L2 your team lead, within 15 minutes.
L3 Akontec delivery manager, within 1 hour.
L4 Akontec account manager, same day.
L5 Akon Studios, same day.
Four situations skip straight past L2: a live event failure, a data incident, a media or legal enquiry, and any safety concern raised on a shoot.
Capped at 15%
Twelve service levels carry credits. Total credits in any month are capped at 15% of that month's fixed payout, so a bad month is recoverable rather than catastrophic.