Onboarding & governance
Fifteen days to live, then a rhythm you can hold us to.
Day-by-day plan, who owns what on both sides, the review cadence, the escalation ladder and what happens if it ends.
1.0
The 15-day plan
| Day | Milestone | Akontec | Partner |
|---|---|---|---|
| 0 | Agreement + Schedule A signed; investment received | Countersign, issue project code | Sign, pay, name owners |
| 1–2 | Kick-off; infra and floor verification | Remote audit checklist | Walkthrough, fix gaps |
| 3–5 | Accounts and access | CRM, dialer, ticketing, WhatsApp, KB logins | Hiring closed, NDAs signed, workstations ready |
| 6–12 | Training (see Team page) | Trainer, content, mock scenarios | Attendance, floor, TL shadowing |
| 13–14 | Certification and dry run | Grade tests and mocks; sign-off | Repeat modules if needed |
| 15 | Go-live | QA on floor remotely; daily debrief | First billing day |
| 16–28 | Nesting | Daily QA sample per agent | TL side-by-side coaching |
| 29 | First ops review; full SLA from week 3 | Delivery Manager | TL + Delivery owner |
2.0
Named owners
| Role | Akontec | Partner | Owns |
|---|---|---|---|
| Account Manager | Named at signing | Director / partner principal | Relationship, change orders, scale decisions |
| Delivery Manager | Named at signing | Operations head | Floor performance, scorecard, statement validation |
| Technical Owner | Solutions engineer | IT / infra lead | Tools, access, connectivity, security incidents |
| Billing Owner | Finance | Accounts | Statement, invoice, payment, TDS certificates |
3.0
Reviews and reporting
- Daily: end-of-day flash from TL — volumes by channel, SLA, sales pipeline moved, open escalations
- Weekly: 30-minute ops review — scorecard trend, QA calibration, runbook change requests, roster for next week
- Monthly: business review — volumes vs basis, composite score and incentive, scale trigger check, statement sign-off
- Quarterly: partner review with both Account Managers — term health, scope changes, next-quarter plan
4.0
Escalation ladder
| Level | Who | Responds within | Used for |
|---|---|---|---|
| L1 | Team leader (partner) | 15 minutes | Queue spikes, agent issues, customer escalations on the floor |
| L2 | Delivery Manager (Akontec) | 2 working hours | Runbook gaps, tool faults, statement disputes |
| L3 | Account Manager (Akontec) | 1 working day | Commercial questions, scope, persistent SLA misses |
| L4 | Function Head (Akontec) | 2 working days | Relationship-level issues |
| L5 | Director, Akontec Synergy Pvt Ltd | 5 working days | Contract, termination, disputes |
5.0
Continuity and exit
- Absence: partner keeps a bench from Phase 2 and backfills within 10 working days; Akontec's AI assistant and self-service absorb overflow for short outages
- Outage: backup ISP failover within 5 minutes; if the site is down beyond 4 hours, agents may work from a partner-approved secondary location with the same controls
- Notice: 60 days either side. Akontec pays every validated seat through the notice period; partner keeps the desk staffed through it
- Handover: partner exports nothing — all data lives in Akontec tools; access is revoked on the last day; final statement and invoice follow the normal cycle
- Above 25 seats, Akontec may place a second provider; each provider's seats and payout are independent
6.0
Data and compliance
- Customer data is processed inside Akontec-issued tools only; no exports, screenshots to personal devices or external messaging
- Recording consent announced on every call; recordings retained by Akontec for 180 days
- DPDP Act 2023: partner acts as a processor under the data-processing addendum; breach notification within 24 hours
- TRAI / DND: outbound lists scrubbed nightly by Akontec; agents dial only from campaign lists in the dialer
- Payments: never handled by the desk; agents send the cart or invoice link and let the gateway do the rest
Ready to run the desk?
Apply with your centre details. We reply within two working days with the agreement pack, Schedule A and a discovery call slot.