What you get from Akontec · AK-LUBA-CEDD
Consultancy, setup, training, support — and a short list of things 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.
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What we do
01
Consultancy
Before a single call is taken, the process is designed rather than improvised.
- Process design: workstreams, routing rules, disposition codes, cadence.
- Capacity model — the 435 usable minutes per shift and what fits inside them.
- Seat plan and roster design, including the event-day rota.
- A cost model you can hold against your own numbers before you commit.
- Hiring profile: who to hire for this desk and, just as usefully, who not to.
02
Technology setup
Provisioned and tested by Akontec before your induction starts.
- CRM tenancy, user logins, pipelines, mandatory fields and dispositions.
- WhatsApp Business API onboarding and message templates.
- Mail routing, form capture and social DM routing into one queue.
- Call-recording integration and the retrieval test.
- Reporting dashboards — daily activity, weekly pipeline, monthly scorecard.
- Configuration guidance for your dialler and SIP channels, which remain yours.
03
Training
Trainer-led, not a PDF and a good-luck message.
- Five-day induction: the client and its three businesses, the seven workstreams, CRM operation, scripts, objection handling, quality standard, data rules.
- Script playbook covering enquiry capture, quotation follow-up, booking confirmation and event-day coordination.
- Objection and situation handbook with a replacement sentence for every prohibition.
- Certification gate: written test plus three mock calls, per agent.
- Refresher and recertification at day 45 and day 90, and after any process change.
- Train-the-trainer for your team lead, so you are not dependent on us to onboard a replacement in month seven.
04
Documentation
The written record that keeps the desk running when a key person resigns.
- SOP manual for all seven workstreams.
- QA scorecard with the fatal-error list and the calibration method.
- MIS formats — daily, weekly, monthly — pre-built, not for you to invent.
- Job descriptions, interview assessment sheet and a candidate written test.
- Data-handling pack aligned to the DPDP Act 2023.
05
Project support
An engagement is a relationship with named people, or it is nothing.
- Four named owners: account manager, delivery manager, technical owner, billing owner.
- Daily governance call for the first two weeks, then weekly for the term.
- Weekly QA sample and published scorecard, with calibration against your own QA.
- Escalation cover at L3 and L4, with same-day access to the client at L5.
- Monthly business review with the client's feedback read out unedited.
- Change control: any scope change is quoted and agreed before it lands on your floor.
06
Commercial administration
The unglamorous part that decides whether you sleep at night.
- Joint reconciliation of productive seats before you raise an invoice.
- A defined payment window and a named billing owner to chase.
- Guidance on GST treatment and TDS on the payout.
- Written notice periods and a transition plan on exit, either way.
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What we will not promise
The list we would rather you read twice.
Every item here is something another intermediary might have implied. Akontec will not, in writing or on a call, and if anyone representing us does, tell us.
- We do not promise earnings, profit or return on investment. The rate is per certified productive seat against a performance standard. What you actually earn depends on your seat fill, your certification rate, your adherence and your quality.
- We do not guarantee the payout is unconditional. It is gated on adherence and quality, and can be reduced or withheld.
- We do not promise enquiry volume. The client generates enquiries through its own marketing. The planning basis is a plan, not a floor.
- We do not promise the contract runs the full term. Clients can reduce seats, change scope or exit on notice. So can you.
- We do not promise seat expansion. Growth to 15 or 25 seats depends on sustained performance and the client's own volumes.
- We do not refund 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 your salaries, sign your lease or manage your floor. You are an independent contractor.
- We do not promise every hire will certify. Some will not. Plan for it.
- We do not promise exclusivity unless it is written into Schedule A.
- We do not offer this as an investment product. There is no security, no unit, no assured return and no buy-back. If you are looking for that, this is the wrong page.
- We do not promise a fixed timeline for a client decision on scope, rate or expansion. We will tell you where it stands, honestly, every week.
- We do not hide bad news. If the client is unhappy or the account is at risk, you will hear it from your delivery manager first, not from a termination notice.
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Risks, stated plainly
What can go wrong, and what we do about it.
| Risk | Who carries it | Mitigation in the contract |
|---|---|---|
| Slow hiring, seats unfilled | You | Hiring toolkit and JD supplied at award; 12 hired for 10 seats as the standard shrinkage allowance. |
| Agents fail certification | You | Re-test permitted once; a second failure means a replacement hire. Training content is reusable. |
| Enquiry volume below plan | Shared | Payout is per seat, not per enquiry, so a light month does not cut your rate — but adherence is still measured. |
| Client reduces seats | Shared | 60 days' written notice on staffed reductions; Akontec offers first refusal on its next domestic placement. |
| Quality falls below standard | You | Coaching plan, then corrective action, then the gate. Three published stages, no surprise termination. |
| Data incident | You, with our support | 24-hour notification clock from the moment your team becomes aware; joint response and client notification handled by Akontec. |
| Payment delay | Akontec | Defined 15-working-day window, named billing owner, escalation to the director. |
| Your centre exits early | You | Three-month lock-in, then 60 days' notice with a transition plan. The deposit covers transition cost if notice is not served. |