Partnering
The pod is the unit of delivery
Capacity is allocated, trained, measured and billed in pods. Below ten seats the supervisory ratio stops working; above twenty-five a second pod is cheaper than a stretched one.
| Role | Count | Profile |
|---|---|---|
| Business Sales Associate | 20 | Graduate, 1–3 years outbound or B2B calling, fluent in the track language set |
| Team Leader | 2 | 4+ years, a year leading an outbound team, capable of live coaching |
| Quality Analyst | 1 | Certified on the Akontec evaluation form, 2+ years in outbound QA |
| Research Analyst | 1 | Registries, licensed databases, spreadsheet-grade validation |
| MIS Executive | 0.5 | Fixed template, fixed calendar; may be shared |
| Total | 24.5 | A 15% hiring buffer is recommended |
Named seats
Every seat is filled by a named, certified agent. Rotating unnamed bodies through a billed seat is the fastest way to fail a scorecard month.
No blending
An agent billed to this process works only on this process during the shift. Blending voids that seat's variable for the month.
Backfill in seven days
A vacated seat is refilled with a certified replacement within seven working days, or it stops being billable.
Division of responsibility
Who brings what
| The client relationship, contract and commercial risk |
| Process documentation, scripts, objection handling, collateral |
| Trainer deployment for certification and every refresh |
| Akon CC dialler, CRM, sequencing and recording for the term |
| Seed data and licensed database access |
| Quality form, calibration cadence and scorecard publication |
| Monthly payment on a fixed calendar |
| Floor space, workstations, headsets and seating to the allocation |
| A 20 Mbps leased line or better, with an independent redundant link |
| UPS for the floor and two hours or more of generator cover |
| Recruitment at 115% of allocated seats, against the published profile |
| Payroll, statutory compliance and shift transport where required |
| Supervision — team leaders, quality, research and MIS |
| Biometric access, CCTV, disabled removable media and print |
Service levels
The numbers the desk is held to
All computed from system data and visible to the partner's supervisors in real time. Nothing in the scorecard appears for the first time at month end.
| Measure | Track A | Track B | Measured by |
|---|---|---|---|
| Connected conversations per agent per day | 65 | 40 | Dialler, above 30 seconds |
| Qualified opportunities per agent per month | 20 | 12 | CRM, after client acceptance |
| Lead acceptance rate | ≥ 90% | ≥ 88% | Client acceptance log |
| Meeting or demonstration held rate | ≥ 65% | ≥ 60% | Calendar reconciliation |
| Quality evaluation score | ≥ 85% | ≥ 88% | Eight calls per agent per month |
| Same-day CRM closure | 100% | 100% | System audit at shift close |
| Schedule adherence | ≥ 92% | ≥ 92% | Workforce log against roster |
| Monthly attrition | ≤ 8% | ≤ 10% | Certified headcount movement |
A missed service level attracts a written improvement plan rather than a penalty beyond the variable band it already affects. The intention is to fix the pod, not fine it.
Eligibility
Before an allocation is made
Private limited company or LLP, registered and operating for two years or more, with a clean litigation record and payroll compliant with provident fund and employee state insurance obligations.
Thirty seats or more in operation with ten free for allocation; 20 Mbps leased line with redundancy; UPS and two hours of generator cover; biometric access and CCTV coverage of the floor.
Demonstrable outbound, B2B or lead generation delivery on a live process. For Track B, prior international voice experience or a supervisory layer that has it. ISO 27001 held or committed within six months.
A physical or video floor audit precedes every allocation, including for partners already running another Akontec process. The audit report forms an annexure to the agreement and is repeated annually.
Allocations are made in blocks of five seats.
First-time partners are capped at fifteen per track until the first scorecard month.