Ten agents, two shifts, one team leader.
How the seat count is derived, how the floor is rostered and who does what on both sides. Volumes are the planning basis for Phase 1 and are reviewed monthly.
Capacity maths
| Work stream | Contacts / day | Handling (min) | Minutes / day | Basis |
|---|---|---|---|---|
| Inbound sales & support calls | 110 | 7.0 | 770 | AHT incl. wrap |
| Website / WhatsApp chats | 140 | 5.5 | 770 | 11 min AHT at 2.0 concurrency |
| Email & portal tickets | 90 | 8.0 | 720 | first response + resolution touches |
| Outbound follow-up dials | 120 | 4.0 | 480 | signups, quotes, abandoned carts, renewals |
| Onboarding / setup calls | 15 | 25.0 | 375 | scheduled, post-payment |
| Total | 475 | 3,115 | = 51.9 hours of handled work per day |
Sunday is support-only at about 30% of weekday volume; the roster below reflects it. If volume runs 15% above basis for four consecutive weeks, Phase 2 hiring starts.
Roster and shifts
| Shift | Hours (IST) | Mon–Sat | Sunday | Pod |
|---|---|---|---|---|
| A | 08:00–17:00 | 5 agents | 2 agents | 3 sales · 2 support |
| B | 13:00–22:00 | 5 agents | 2 agents | 3 sales · 2 support |
| TL | 10:00–19:00 + on-call | 1 | 1 (rotational) | Floor |
| Overlap | 13:00–17:00 | 10 agents | — | peak inbound + outbound block |
Six-day week per agent with rotating weekly off; no agent works both a Sunday and a Saturday close in the same week. Night (22:00–08:00) is covered by the storefront's self-service and Akontec's on-call engineer for outages — not by the desk.
Team structure and ratios
| Role | Count at 10 seats | Supplied by | Ratio / note |
|---|---|---|---|
| Agents — sales pod | 6 | Partner | Inbound, outbound, onboarding |
| Agents — support pod | 4 | Partner | L1 support, billing, retention; cross-trained on sales basics |
| Team leader | 1 | Partner | 1 : 15 — floor, roster, real-time queue, first escalation |
| QA analyst | Shared | Akontec (remote) | 1 : 30 — weekly sample, calibration with TL |
| Trainer | Ramp only | Akontec (remote + 2 on-site days) | 1 : 50 during onboarding; refreshers monthly |
| Solutions engineer (demos, L2) | Shared | Akontec | Demo bookings, technical escalations |
| Account & Delivery Manager | 1 each | Akontec | Weekly review, change control, billing sign-off |
At 15 seats the TL stays at one and a senior agent becomes deputy; at 25 seats the partner adds a second TL, as the payout schedule anticipates.
Agent profile
- Graduate or diploma with 6+ months in a voice or chat process; sales pod prefers B2B or SaaS exposure
- Fluent English plus Hindi or Tamil; typing ≥ 30 wpm for chat and email
- Comfortable explaining hosting, email and phone concepts in plain language after training
- Background-verified, signed NDA and acceptable-use policy before tool access
- Team leader: 2+ years leading a domestic voice/chat team of 10+, comfortable with dialer and CRM reports
- Attrition backfill within 10 working days; a trained bench of 1 agent is recommended from Phase 2
- No shared logins; each agent has a named CRM, dialer and ticketing account
- Agents may be rotated between pods only after certification on the other pod's runbooks
Training and certification
- Days 6–7Company, products and pricing
Six product lines, plans, add-ons, bundles, coupons, GST, the storefront journey, the customer portal.
- Days 8–9Sales playbook
Discovery questions, one-plan recommendation, objection handling, cart links and quotes, demo hand-off, follow-up cadence, DND rules.
- Days 10–11Support runbooks
Hosting, VOIP, CRM, Lead Engine, Contact Center Suite L1 flows; ticket hygiene; escalation format; billing and retention scripts.
- Day 12Tools and compliance
CRM, dialer, ticketing, WhatsApp inbox, wallboard; data protection, no-card-data rule, clean desk, recording consent.
- Days 13–14Mock and certification
Two days of role-play across channels; written test and two graded mock contacts per agent. Pass at 85%; one repeat allowed.
- Days 15–28Nesting
Live with Akontec QA sampling daily, TL side-by-side, end-of-day debrief. Full SLA applies from week 3.
Scaling
| Seats | Sales pod | Support pod | TL | Trigger |
|---|---|---|---|---|
| 10 | 6 | 4 | 1 | Go-live |
| 15 | 8 | 7 | 1 + deputy | > 400 contacts/day for 4 weeks, composite ≥ 80 |
| 25 | 13 | 12 | 2 | > 650 contacts/day or second region |
Have a floor that fits this?
Tell us your seat capacity and current processes; we confirm fit within two working days.