Project brief · AK-CISA-8D06
The client, the desk, and why it is being outsourced.
Everything a BPO service provider needs before deciding whether to apply.
Citimedz
A two-sided healthcare network. On one side sit pharmacies, doctors, clinics, diagnostic labs and hospitals that register with the network. On the other sit individuals and families who buy a membership and use that network at a discount. Between them run ten revenue lines, from a ₹1,499 individual membership to a hospital participation running into tens of lakhs.
The business runs its own CRM at crm.citimedz.com, holds a
six-tier internal training library, and works to a written escalation and
compliance framework covering the DPDP Act 2023, drug licensing and IRDAI rules
on insurance solicitation. Its corporate entity is The Corps Ventures, with a
head office at Gurgaon and operations across India.
The desk you would run is the front door to all of it: enquiries in, memberships and orders processed, appointments booked, franchise conversations opened and carried, and every one of them recorded properly.
| Sector | Healthcare network and services |
|---|---|
| Desk type | Inbound support + outbound follow-up, dayshift |
| Revenue lines served | 15 products across 3 modules |
| Panel | Client CRM, provisioned by Akontec |
| Contract holder | Akontec Synergy Pvt Ltd |
| Portal reference | citimedz_sales_support |
What the desk actually talks about all day.
Grouped into the three modules that define the pod structure. Ticket bands are indicative and are confirmed against the live rate card before floor release.
| Module | Products | Cycle | What the desk is closing |
|---|---|---|---|
| Franchise Pod A |
Pharmacy, clinic setup, diagnostic centre, hospital participation, distributorship | 4–16 weeks | A feasibility call with the Citimedz business team — never the franchise itself |
| Sales processing Pod B |
Membership subscriptions, medicine sales and refills, lab tests, insurance enquiries, smart pharma machines | Same day to 3 weeks | Membership enrolment, order confirmation, test booking, verified insurance handover |
| Speciality bookings Pod C |
Fertility & IVF, aesthetic & cosmetic, hair transplant, dental implants, bariatric surgery | 1 week to 6 months | A free video consultation, attended — the single conversion mechanic on the pod |
The insurance seat is different. Under IRDAI rules only a certified and mapped person may solicit insurance. On this desk, an uncertified agent captures the enquiry and transfers it — nothing more. There is deliberately no cross-train cover on that seat: if the certified agent is absent, insurance leads queue rather than being worked by someone who is not allowed to work them.
Who is responsible for what.
| Area | Citimedz (client) | Akontec (coordinator) | You (service provider) |
|---|---|---|---|
| Process ownership | Owns the business, the rate card and the network | Owns the process design and the contract | Owns execution on the floor |
| Leads | Funds and generates demand | Routes leads into the CRM, funds the campaign lines defined in Schedule A | Works every lead to the cadence |
| Clinical approval | Retains it entirely | — | Never exercises it. Recognise, record, route. |
| People | — | Trains and certifies | Hires, employs, pays and retains |
| Technology | Provides the CRM and panel | Provisions logins, WhatsApp API, dashboards, integrations | Seats, dialler, SIP, connectivity, power |
| Quality | Monthly review of sampled calls | Weekly audit and published scorecard | Daily first-line QA |
| Money | Pays Akontec | Pays you on certified seats | Pays salaries and running cost |
You never contract with Citimedz directly and never invoice them. A 24-month non-circumvention clause applies to the client, its network partners and its introduced contacts.
The numbers to plan capacity against.
This is the planning basis for staffing, not a promise of volume. Actual flow follows the client's own campaigns.
| Measure | Planning basis | Note |
|---|---|---|
| Leads worked, Pod A | 40 / agent / day | Deliberately low — feasibility conversations run 30–40 minutes. |
| Leads worked, Pod B | 85 / agent / day | The volume pod. Short calls, high dial counts. |
| Leads worked, Pod C | 65 / agent / day | Includes consultation coordination and D-1 confirmation calls. |
| Desk total | ≈ 900 / day | Roughly 23,000 leads a month across 26 working days. |
| Usable minutes per agent | 435 | 540 shift, less 60 break, 20 huddle, 25 CRM admin. |
| Designed utilisation | 86–93% | Held below 100% on purpose so a long feasibility call does not break the day. |
| Seats at go-live | 15 + 1 team head | 4 / 6 / 5 across the three pods. |
| Headcount to hire | 18 | 18% shrinkage allowance for leave, attrition and training. |
Twenty working days, because the training is longer.
This desk certifies on clinical vocabulary and compliance as well as product. That adds a week compared with a general support project, and it is not negotiable.
Application
Submitted through this site. Acknowledged within one working day.
Qualification
Scored on the published 100-point matrix, plus a video floor walk, reference check and document verification.
Award and contracting
MSA, NDA, Statement of Work, Rate Annexure, Data Protection Addendum and the non-circumvention undertaking.
Investment released
Paid against a GST invoice. CRM provisioning begins the same day.
Technology setup
CRM tenancy and 18 logins mapped to the live panel, WhatsApp Business API, SMS and IVR routing, dashboards, recording integration.
Hiring and induction
You hire 18. Akontec runs a six-day induction plus the medical vocabulary module: the network and its products, the three modules, CRM operation, scripts, objection handling, the never-say list and the red-flag stop table.
Certification gate
A thirty-question written test with six auto-fail safety questions, plus mock calls. Nobody uncertified takes a live call.
Dry run
Two days on live leads with the trainer on the floor and every call reviewed.
Go-live
Full desk live. Daily governance call for the first three weeks.
Reviews
Steady-state KPI read at day 45 and the adherence gate applies in full from then. Seat expansion considered at day 90.