Partnering
Two bands, one roster
A flat seat would either overpay for enquiry handling or underpay for a consulting conversation. The desk is staffed and billed in two bands, held at a 70 / 30 mix.
Business Development Associate
Carries the inbound window, the outbound cadence and the nurture bank. Qualifies against the published criteria, books the meeting and keeps the record honest.
| Profile | Graduate, 1–3 yrs inside sales |
| Lines certified | Two |
| Target | 10 accepted / month |
Senior Qualification Specialist
Takes the enquiries that need a better conversation — consulting, ERP, multi-line — writes the consultant brief, and is the escalation point before Akontec.
| Profile | 4+ yrs B2B or solution sales |
| Lines certified | Three, incl. consulting |
| Target | 12 accepted / month |
Not billed as seats
Contractually required and provided by the partner. Their absence suspends the desk from billing at the next review.
| Team leader | 1 : 10 |
| Quality analyst | 1 per 20 |
| Research & data analyst | 2 per 20 |
| MIS executive | 0.5 per 20 |
Coverage and tooling
Who brings what
| Coverage | Window, IST | Pattern |
|---|---|---|
| Inbound enquiry window | 08:00–21:00 | Two overlapping shifts, six days; never unstaffed |
| Outbound, India and APAC | 09:30–18:30 | Six days |
| Outbound, Gulf | 10:30–19:30 | Sunday to Thursday |
| Outbound, UK and EU | 13:00–22:00 | Five days, evening loading applies |
| Weekend enquiry cover | 10:00–16:00 | Skeleton roster; queue cleared by 10:00 Monday |
| Akon CC — dialler, inbound routing and recording |
| CRM with enquiry, opportunity and nurture objects configured |
| Chat, form and mailbox integration across all five sites |
| Approved scripts, objection handling and collateral library |
| Seed data and licensed database access for list building |
| Partner: floor, leased line with redundancy, power backup |
| Partner: recruitment at 115%, payroll, transport, supervision |
| Partner: biometric access, CCTV, media and print disabled |
Enablement
Certification before a seat takes a call
An agent speaking to a managing director about a consulting engagement cannot be learning the service on the call.
Core module — two days, every agent
What Akontec is and what the five service lines do, how an engagement is structured, the systems, the routing rules, the mandate limits and the calling compliance regime. Written assessment at 80%.
Line modules — a day and a half each, two lines per agent
The buyer, the problem language, the qualifying criteria, the competitors, the honest limitations and the routing signals for that line. Scenario assessment at 85%. Band 2 carries a third line, always including consulting.
Conversation assessment — one day
A live qualifying conversation with an Akontec assessor playing a buyer from the target segment, scored on listening, problem framing, criteria coverage and the close to a next step. Two attempts.
Supervised period — ten working days
Every opportunity record checked before submission, daily calibration on the acceptance bar, and the first inbound calls taken alongside a team leader.
Recertification
Quarterly on the core module, and within ten working days of any change to a service, a criterion or the collateral library. Changes are published before they take effect.
Akontec deploys a trainer and a consultant from each certified line for the first batch and certifies two of the partner's own people as internal trainers during it, at Akontec's cost. Agents are capped at two lines — one carrying five buyer profiles reaches for the wrong one under pressure, and the wrong question to a managing director ends the opportunity in ninety seconds.
Service levels
The numbers the desk is held to
Computed from the dialler, the CRM and the enquiry systems, and visible to your supervisors in real time.
| Measure | Standard | Stream | Measured by |
|---|---|---|---|
| First response, inbound call | ≤ 5 minutes | A | Dialler timestamp against arrival |
| First response, form or chat | ≤ 30 minutes | A | CRM timestamp against submission |
| Enquiry qualified and routed | 4 working hours | A | CRM lifecycle |
| Routing accuracy | ≥ 95% | A | Akontec re-routing log |
| Connects per agent per day | 50 | B | Dialler, above 30 seconds |
| Accepted opportunities per agent | 10 / 12 | B, C | Acceptance log, by band |
| Opportunity acceptance rate | ≥ 85% | All | Acceptance log |
| Meeting held rate against booked | ≥ 70% | All | Consultant diary reconciliation |
| Proposals chased to a written answer | ≥ 90% | C | Opportunity record |
| Registry and consent compliance | 100% | B, C | Quality audit, mandatory block |
| Monthly attrition | ≤ 8% | All | Certified headcount movement |
Eight interactions per agent per month are evaluated against the Akontec form. A missed service level attracts a written improvement plan on a thirty-day horizon rather than a penalty beyond the variable band it already affects.
Mobilisation
Thirty-five days to go-live
Seats bill from go-live, not from signature, so the partner carries recruitment and training cost through the first three weeks.
Day 1–5 Contracting and floor audit
Agreement, NDA and data processing addendum executed; induction fee settled; floor, network, power and access controls audited; service lines and band mix allocated.
Day 6–12 Recruitment
Hiring at 115% of allocation against both band profiles, on the Akontec aptitude, voice and written assessments, with Akontec on the final panel for Band 2.
Day 13–19 Certification
Core module, two line modules per agent and the live conversation assessment, with two of your people certified as internal trainers in the same batch.
Day 20–30 Supervised period
Live enquiries taken alongside a team leader, every opportunity record checked before submission, daily calibration on the acceptance bar.
Day 31–35 Go-live
Full allocation, checks move to sampling, outbound targets begin to apply and opportunity fees start accruing. First scorecard on the seventh of the next month.
Eligibility
Before an allocation is made
Entity
Private limited company or LLP, two years or older, PF and ESI compliant payroll, clean litigation record, ISO 27001 held or committed within six months.
Facility
Twenty-five seats or more in operation with ten free; 20 Mbps leased line with redundancy; UPS and two hours of generator cover; biometric access and CCTV; media and print disabled on production machines.
Capability
Inside sales, telesales or customer-contact delivery on a live process; neutral, business-grade English across the floor; and the ability to staff an inbound window to 21:00 IST.
A physical or video floor audit precedes every allocation, including for partners already running another Akontec process, and is repeated annually. The audit report forms an annexure to the agreement.
Seats are allocated in blocks of five.
Two service lines and fifteen seats to start; the balance after the first scorecard month.