What you get from Akontec · AK-CISA-8D06
Consultancy, setup, training, support — and a short list of things we will not say.
Six pillars of support run for the whole term, and twelve promises we deliberately refuse to make. Read both halves before you commit money to this project.
What we do
Consult
Consultancy
The process is designed before a single call is taken.
- Pod structure, allocation and the working pod lead at a 60% load.
- Capacity model — 435 usable minutes, and what fits inside them per pod.
- Lead allocation by pod, cadence design and the disposition tree.
- A cost model you can hold against your own numbers before committing.
- Hiring profile per pod, including who not to hire for Pod C.
Setup
Technology setup
Provisioned and tested before induction begins.
- CRM tenancy and logins mapped field-by-field to the live client panel, in a working session with the panel open — not from a document.
- WhatsApp Business API, SMS gateway, IVR and Meta lead routing.
- Recording integration and a live retrieval test at go-live.
- Dashboards: daily activity, weekly pod scorecard, monthly review pack.
- Configuration guidance for your dialler and SIP, which remain yours.
Train
Training
The deepest training programme on any Akontec domestic placement.
- Six-day trainer-led induction across all three modules.
- A 900-term medical vocabulary handbook with the recognise / record / route rule — knowing a term never authorises using it.
- Nine speciality volumes covering the verticals Pod C owns.
- Word-for-word script playbook, objection handbook and closing framework.
- A 30-question written certification test with six auto-fail safety questions.
- Refresher at day 45 and day 90, and train-the-trainer for your pod leads so you can onboard a replacement in month seven without us.
Docs
Documentation
The written record that keeps the desk running when a key person leaves.
- SOP manual, CRM operating manual, 22 disposition codes, cadence engine.
- QA scorecard with the eight fatal errors and the calibration method.
- MIS formats — daily, weekly, monthly — pre-built.
- Job descriptions, interview assessment sheet, candidate written test.
- DPDP-aligned data handling pack and the do-not-collect list.
Support
Project support
- Four named owners: account, delivery, technical and billing.
- Daily governance for three weeks, then weekly for the term.
- Weekly QA sample, published scorecard, calibration with your own QA.
- Escalation cover at L3 and L4 with same-day client access.
- Monthly business review with the client's feedback read out unedited.
- Change control — any scope change is quoted and agreed before it hits your floor.
Admin
Commercial administration
- Joint reconciliation of productive seats before you invoice.
- A defined payment window and a named billing owner to chase.
- Guidance on GST treatment and TDS.
- Written notice periods and a transition plan on exit, either way.
What we will not promise
The list we would rather you read twice.
- No promise of earnings, profit or return. The rate is per certified productive seat against a performance standard. What you earn depends on your seat fill, certification rate, adherence and quality.
- The payout is not unconditional. It is gated on adherence and quality and can be reduced or withheld.
- No promise of lead volume. The client funds and generates demand. The planning basis is a plan, not a floor.
- No promise on the incentive leg. It follows realised value, and realisation lags by weeks. Never budget it as current cash.
- No promise the contract runs the full term. Clients can reduce seats, change scope or exit on notice. So can you.
- No promise of seat expansion. Growth depends on performance and the client's own volumes.
- No refund of consumed setup, training or tooling cost. The deposit is refundable at a clean exit; the rest is spent on your setup.
- We do not run your centre. We do not hire your staff, pay salaries, sign your lease or manage your floor.
- We do not promise every hire will certify. On this project some will not — the safety questions are auto-fail. Plan for it.
- We do not promise exclusivity unless it is in Schedule A.
- This is not an investment product. No security, no unit, no assured return, no buy-back.
- We will not soften a compliance failure. A breach on a health call is reported to the client, in full, the same day. That is the deal, and it protects you as much as it protects them.
Risks, stated plainly
What can go wrong, and what the contract does about it.
| Risk | Who carries it | Mitigation |
|---|---|---|
| Agents fail the safety questions at certification | You | One re-test permitted; a second failure means replacement. Training content is reusable at no extra cost. |
| Compliance breach on a live call | You, with our support | Immediate coaching, call sampled at 100% for that agent for two weeks, client informed same day. Repeat breach removes the agent from the process. |
| Lead volume below plan | Shared | Payout is per seat, not per lead, so a light month does not cut your fixed rate — adherence is still measured. |
| Realisation lag on the incentive leg | You | Paid on realisation. Budget the fixed leg only and treat the incentive as upside. |
| IRDAI seat lapses | You | Expiry tracked on the roster with a 60-day alert. Insurance leads queue rather than being worked uncertified. |
| Client reduces seats | Shared | 60 days' written notice; first refusal on Akontec's next domestic placement. |
| Data incident | You, with our support | 24-hour notification clock from awareness; joint response, client notification handled by Akontec. |
| Payment delay | Akontec | Defined 15-working-day window, named billing owner, escalation to the director. |