Scope of work
Exactly what the desk does — and does not.
Written so a team leader can run the floor from it. Anything not listed under in-scope is out of scope until added to Schedule A by change order.
1.0
In scope — the five work streams
| Stream | Channel | Share of workload | Owner on floor |
|---|---|---|---|
| Inbound sales & pre-sales support | Voice, chat, WhatsApp | ≈ 35% | Sales pod (6) |
| Lead & cart follow-up (outbound) | Voice, WhatsApp, email | ≈ 15% | Sales pod |
| Order verification & onboarding calls | Voice, email | ≈ 12% | Sales pod |
| L1 technical support | Chat, email, voice | ≈ 28% | Support pod (4) |
| Billing, renewals & retention | Email, voice | ≈ 10% | Support pod |
2.0
Sales workflows
2.1 Inbound
- Answer within SLA, identify the need (seats, users, sites, minutes), recommend one plan and one add-on — never a list.
- Send the pre-filled cart link or a quote PDF from the CRM; log the opportunity with product, value and next step.
- Book a demo with Akontec's solutions engineer for Contact Center Suite and Custom CRM above 10 seats/users.
2.2 Outbound follow-up
- Every website signup, quote request and abandoned cart is dialled or messaged within 60 minutes during desk hours; three attempts over five days, then nurture.
- Renewal calls at T-15 and T-3 days for monthly plans; T-30 for annual.
- All outbound respects the DND scrub Akontec runs nightly; no cold lists, no purchased data.
2.3 Verification & onboarding
- New orders: confirm legal name, GSTIN, contact and billing email within 4 working hours; flag mismatches to billing.
- VOIP numbers: collect KYC documents through the portal link, verify legibility, mark ready for activation.
- Onboarding call (30 min) for every paid order above ₹5,000/month: confirm access, walk through the dashboard, set the first success milestone, schedule a day-7 check-in.
3.0
Support workflows
3.1 L1 technical support
- Runbook-led diagnosis for hosting (site down, DNS, SSL, email delivery), VOIP (number not ringing, minutes, softphone), CRM and Lead Engine (login, import, automation not firing), Contact Center Suite (agent login, IVR routing, recording).
- Resolve what the runbook allows — password resets, DNS guidance, plan changes, minute top-ups, KB answers.
- Escalate to L2 with reproduction steps, screenshots and account ID; keep the customer updated every 4 working hours until closed.
3.2 Ticket hygiene
- Every contact logged against the customer record with product, category, disposition.
- Ticket status truthfully maintained; no "resolved" without customer confirmation or 48 hours' silence after a fix.
4.0
Billing, renewals and retention
- Invoice copies, GST corrections (request to billing desk), payment-failed retries, receipt confirmations.
- Upgrade and annual-switch offers on inbound contacts where the runbook flags eligibility (annual = two months free).
- Cancellation requests: run the save script once, capture the reason code, process or escalate — never obstruct.
- Refund and credit decisions are Akontec's; the desk raises the request with the evidence.
5.0
Out of scope — the register
- Pricing changes, discounts beyond the published coupon list, or custom quotes without solutions-engineer approval
- L2/L3 engineering: server access, code changes, data recovery, telecom porting execution
- Refunds, credit notes, GST filings, collections beyond three reminder touches
- Marketing campaigns, content, ad management, social media
- International customers or non-INR billing
- Any tool, dialer or CRM other than the ones Akontec issues
- Collecting or storing card numbers, OTPs or passwords — ever; the gateway and portal do that
- Promising uptime, delivery dates or features that are not in the KB
- Contacting customers outside desk hours or the DND window
- Sharing customer data outside the issued tools, including personal WhatsApp
Requests for out-of-scope work are logged as a change request and answered within 5 working days. Nothing out of scope is billable to the partner or the customer without a signed change order.
6.0
Tools and access (provided by Akontec)
| Tool | Purpose | Seats |
|---|---|---|
| Akontec CRM | Leads, opportunities, customer 360, quotes | 1 per agent + TL |
| Cloud dialer & softphone | Inbound queues, outbound campaigns, recording | 1 per agent |
| Ticketing & KB | Support tickets, runbooks, macros, KB articles | 1 per agent + TL |
| Storefront admin (read-only + limited actions) | Order lookup, plan change, minute top-up | Support pod |
| WhatsApp Business API (shared inbox) | Chat and follow-ups | Team inbox |
| Wallboard & QA console | Live queues, scorecards, calibration | TL + Akontec QA |
Access is role-based and revoked the day an agent leaves. Partner supplies workstations, headsets, connectivity and a clean-desk floor; see Eligibility.
7.0
Service levels (KPI scorecard)
| Metric | Target | Measured |
|---|---|---|
| Calls answered within 20 s | ≥ 90% | Dialer, monthly |
| Chat first response | ≤ 60 s | Chat tool |
| Email / ticket first response | ≤ 4 working hours | Ticketing |
| First-contact resolution (L1) | ≥ 75% | Ticketing + QA sample |
| Lead → order conversion (qualified) | ≥ 12% | CRM attribution |
| Follow-up within 60 min | ≥ 95% | CRM timestamps |
| CSAT | ≥ 4.3 / 5 | Post-contact survey |
| QA score | ≥ 85 | Weekly sample of 5 per agent |
| Occupancy | 75–82% | Dialer/WFM |
| Attendance | ≥ 95% | Roster vs login |
| Monthly agent attrition | ≤ 5% | Partner report |
Composite scorecard = 30% QA, 25% SLA (answer/response), 20% conversion, 15% CSAT, 10% attendance. It drives the incentive described in Commercials; it never reduces the base payout.
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.