Scope of work · AK-CISA-8D06
What the desk owns — and the lines it must never cross.
The working summary. The signed Statement of Work carries the same content in contract form with service levels attached.
Long-cycle conversations with business owners.
Pharmacists, doctors, lab owners and investors enquiring about setting up under the Citimedz brand, or about registering an existing outlet with the network.
- Qualify the enquiry on premises, licence status, city, capital availability and decision authority.
- Explain the format, the support stack and the investment bands from the approved offer sheet only.
- Book the feasibility call with the Citimedz business team — that call is the close, not the franchise.
- Run the D0 / D3 / D10 / D21 / D35 cadence across a cycle that routinely runs six weeks or more.
- Apply the routing rule where a caller already operates a licensed outlet: an operating outlet goes to registration, no premises or licence goes to franchise, and an operating outlet that wants the brand goes to franchise conversion. Deduplicate on phone number and premises address.
- Collect the document pack and hand it to the Citimedz credentialing officer, who makes every approval decision. The desk never approves anybody.
The volume pod, and the daily rhythm of the desk.
- Memberships. Explain the three plans, what is covered, the waiting period and the free-look window. Enrol, collect payment through the client's own link, confirm.
- Medicine sales and refills. Take the order, verify the prescription requirement, route to the fulfilling pharmacy. Make the day-25 refill call — the measure here is active refill subscribers, not order count.
- Diagnostics. Book the test, state the preparation requirement from the published table, and book the free report-review consultation at the same time as the test. Test volume is deliberately not a target.
- Insurance. Capture the enquiry and transfer to the certified seat. An uncertified agent does not solicit, quote, compare or advise. The desk must also be able to say clearly that a Citimedz membership is not insurance.
- Smart pharma machines. B2B. Book the free site assessment; the measure is site surveys completed.
- Record every call against a disposition code — 22 codes, no free text — and set the next action before the record can be saved.
One agent per speciality, and one measure that matters.
Fertility and IVF, aesthetic and cosmetic, hair transplant, dental implants and smile makeovers, bariatric surgery. Each seat owns one vertical and learns it properly.
- Qualify with the vertical's three discovery questions, then offer the free video consultation. That is the close on every one of the five.
- Coordinate the consultation into an empanelled centre that is flagged active for bookings — both credentialed and operationally configured with slots.
- Make the D-1 confirmation call. It is the largest single lever on attendance and it is not optional.
- Give price as a band, with the basis, and bridge to the consultation. Never a quote, never a promise of outcome, never a comparison of surgeons.
- The headline KPI is consultations attended. Booked-but-not-attended counts for nothing, which is exactly why the confirmation call gets made.
Four situations bypass the pod lead and escalate immediately, every time: any request touching sex determination or selection, patient data leaving the CRM, a caller in acute distress, and a suspected minor. These are trained as absolute stops.
10:00 to 19:00, six days.
| Time | Block | What happens |
|---|---|---|
| 09:45 | Systems check | CRM, dialler, WhatsApp and recording verified before the first call. |
| 10:00 | Huddle (20 min) | Yesterday's attended consultations, today's queue, open escalations, one coaching point per pod. |
| 10:20 | Fresh-lead window | Leads under five minutes old, worked first. Contact rates fall sharply after the first hour and the desk is built around that fact. |
| 12:00 | Cadence block | Scheduled D3 / D10 / D21 follow-ups across all three pods. |
| 13:30 | Break rota | Staggered. Inbound and the IVR queue are never unmanned. |
| 14:30 | Coordination block | Pod C confirms tomorrow's consultations; Pod A chases document packs; Pod B runs the day-25 refill list. |
| 16:30 | Second contact window | Evening reach on working callers. |
| 18:30 | Close-out (30 min) | CRM completion, next actions set, daily report published, handover notes. |
Activity and quality. No rupee quota anywhere on this desk.
Franchise and speciality sales are long and lumpy. A daily sales-value target on this process misrepresents performance and pushes agents across compliance lines, so it does not exist.
| KPI | Standard | Applies to |
|---|---|---|
| Leads worked against allocation | ≥ 95% | All pods |
| Fresh lead first contact within 5 minutes | ≥ 85% | Pod B, Pod C |
| Scheduled follow-ups completed on date | ≥ 92% | All pods |
| Consultations attended | Pod target | Pod C headline |
| Feasibility calls attended | Pod target | Pod A headline |
| Active refill subscribers | Pod target | Pod B medicine line |
| Mandatory CRM fields complete | ≥ 98% | All pods |
| Quality audit score | ≥ 85% | Weekly sample, published |
| Compliance breaches | Zero tolerance | Eight fatal errors fail a whole sampled call outright |
| Schedule adherence | ≥ 95% | The payout gate |
The never-say list.
Every prohibition on the desk carries a replacement sentence, so an agent is never left silent. These are trained on day one, tested at certification and audited weekly.
- Never diagnose, suggest a condition, or interpret a report or a symptom.
- Never state, change or confirm a dosage, a medicine or a substitute.
- Never give a prognosis, a success rate, or a promise about an outcome.
- Never say a treatment, doctor or centre is best, safest or guaranteed.
- Never solicit, quote or compare insurance unless certified and mapped.
- Never describe the membership as insurance or as a medical policy.
- Never engage with any request touching sex determination or selection. Escalate immediately, verbatim.
- Never move patient data out of the CRM — no personal phone, no spreadsheet, no personal WhatsApp, no photograph of a screen.
- Never take payment directly. Money moves only through the client's own channel.
- Never approve, promise or imply approval of a franchise or an empanelment.
L1 to L4, with clocks
L1 agent · L2 pod lead within 15 minutes · L3 team head within 1 hour · L4 Akontec, then the client, the same day.
Four situations skip the pod lead entirely: sex-selection engagement, patient data leaving the CRM, acute distress, and a suspected minor.
What governs the desk
DPDP Act 2023 on personal data. Drug licensing rules on anything touching medicine supply. IRDAI rules on insurance solicitation. PCPNDT on imaging conversations. All of it is trained, not assumed.
Capped at 15%
Service-level credits in any month are capped at 15% of that month's fixed payout, so a bad month is recoverable.