Akontec · Domestic BPO project · Healthcare
Fifteen seats between a patient's question and the right answer.
Citimedz runs a two-sided healthcare network — pharmacies, clinics, diagnostic labs and hospitals on one side, patients and members on the other. Its enquiry, appointment, membership and franchise desk is being placed with one BPO service provider.
- Seats at go-live
- 15 Three pods plus a team head
- Payout per seat
- ₹50,000 Per certified productive seat, per month, plus the incentive leg in Schedule A
- One-time investment
- ₹5,00,000 Setup, tooling, clinical training and documentation
- Shift
- 10:00–19:00 Mon–Sat, dayshift, no night rota
A healthcare desk, not a healthcare service.
Citimedz sells memberships to families, books patients into empanelled clinics and hospitals, sells medicines, lab tests and insurance, and appoints franchise partners for pharmacies, clinics, diagnostic centres and hospitals. All of that generates calls, and every call needs somebody trained enough to be useful and disciplined enough to stay inside the line.
That desk is a defined process with a live CRM, a nine-volume training library, a 900-term medical vocabulary handbook and a written quality standard. Akontec is placing it with one BPO service provider on a two-year term. You hire and run the floor; Akontec supplies the process, the tooling, the training and the governance, and pays you monthly against certified productive seats.
It is a demanding project and we would rather say so up front. Agents handle health conversations, so the compliance line is real: no diagnosis, no dosage, no prognosis, no assured outcome, ever. Centres that treat that as an obstacle should not apply. Centres that can hold it will find the work stable, dayshift and genuinely interesting.
Voice, WhatsApp, IVR, web
Inbound enquiries and outbound follow-up on named leads. No cold calling from purchased lists.
Hindi + English essential
Regional depth is an advantage — Tamil, Telugu, Kannada or Marathi on part of the desk.
No clinical advice, ever
Recognise, record, route. That rule is trained, tested and audited on every sampled call.
The desk is split by what the caller wants.
Because a family asking about a ₹2,999 membership and a pharmacist asking about a ₹5 lakh franchise are not the same conversation, and one agent cannot hold both well. Full detail is on the scope of work page.
Franchise & partner development
Pharmacy, clinic, diagnostic centre, hospital participation and distributorship enquiries. Long cycle, high ticket, feasibility-call driven. Nothing closes on the first call and the pod is not measured as if it should.
Sales processing
Membership subscriptions, medicine orders and refills, diagnostic test bookings, insurance enquiry capture and smart pharma machine leads. The volume pod, and the one that carries the daily rhythm.
Speciality bookings
Fertility and IVF, aesthetic and cosmetic, hair transplant, dental implants and bariatric surgery. One agent owns each speciality. The measure is consultations attended, never consultations booked.
A working pod lead sits inside each pod at a 60% call load, so the team head supervises three people rather than fifteen. That structure is part of the design, not an optional extra — it is the single biggest reason desks of this size hold quality.
We can hand you the project. We cannot hand you the result.
Akontec brings the client, the process design, the technology, the training and the weekly governance. What happens after that is decided on your floor — by who you hire, how many certify, how many seats you keep filled, and how well the calls are handled.
Two centres running this exact desk with the same tools will not earn the same money. That is the basis of the commercial, not a disclaimer at the bottom of it. Read what we provide and what we do not promise before you spend a rupee.
No income is guaranteed
₹50,000 per seat is a fixed rate against a minimum performance standard — not a guaranteed monthly income. It is payable on certified productive seats, gated on adherence and quality, and can be reduced or withheld.
The ₹5,00,000 investment buys setup, tooling, training and documentation. It does not buy a return and it is not refundable once consumed. Salaries, rent, power and connectivity are yours to fund on top of it.