Partnering
How a floor is put together
Capacity is allocated, certified, measured and billed as a pod. The product specialist is specific to this process and is not optional — it is the role that keeps an agent from inventing an answer about software.
| Role | F01 | F02 | F03 |
|---|---|---|---|
| Sales associates, certified and dedicated | 12 | 25 | 15 |
| Team leaders — 1:8 on F02, 1:12 elsewhere | 1 | 3 | 1.5 |
| Quality analyst, certified on the Akontec form | 0.5 | 1 | 1 |
| Product specialist, tier-three certified | 0.5 | 1 | 0.5 |
| MIS — fixed template, fixed calendar | 0.5 | 0.5 | 0.5 |
| Support ratio of associate headcount | 21% | 22% | 23% |
| Function and geography | Window, IST | Pattern |
|---|---|---|
| F01 — Inbound | 07:00–16:00 / 16:00–01:00 | Two overlapping shifts, six days |
| F02 — India & APAC | 09:30–18:30 | Six days |
| F02 — EMEA | 13:00–22:00 | Five days, return transport |
| F02 — Americas | 18:30–03:30 | Five days, transport both ways, loading applies |
| F03 — Retention | 09:30–18:30 + evening | Follows the renewal calendar |
Product academy
Nobody sells software they cannot demonstrate
Certification is not an induction formality here. An uncertified agent in a billed seat is not billable, and a seat that loses certification stops billing the same day.
Platform foundations
What the Akon platform is, how the products relate, subscription mechanics, price book, discount matrix, storefront checkout and the limits of the mandate. Written assessment at 80%.
Product certification
One family, maximum six products. Configuration, the twenty questions, the two competitors, the honest limitations and the cross-sell path. Written and scenario assessment at 85%.
Demonstration certification
A live twenty-minute demonstration to an Akontec assessor playing a buyer from the target trade. Two attempts; a third means retaking tier two.
Recertification is quarterly and within ten working days of any major release. Akontec deploys the trainer for the first batch and certifies two of the partner's own people as internal trainers during it, at Akontec's cost — every subsequent batch, refresh and backfill is run by the partner against the same syllabus.
Division of responsibility
Who brings what
| Akon CC — dialler, routing and recording |
| Akon CRM — accounts, pipeline and the renewal calendar |
| Akon Helpdesk — chat, mail and ticket queues |
| Storefront admin, role-scoped to assigned accounts |
| A live demo tenant per certified product |
| Price book, discount matrix, battlecards and release notes |
| Syllabus, quality form and scorecard computation |
| Trainer for the first batch and every major release |
| Floor, workstations, headsets, dual screens on F02 and F03 |
| 20 Mbps leased line with an independent redundant link |
| UPS for the floor and two hours or more of generator cover |
| Recruitment at 115% of allocation against the published profile |
| Payroll, statutory compliance and shift transport |
| Supervision, quality, product specialist and MIS |
| Biometric access, CCTV, disabled removable media and print |
| Certified backfill inside seven working days |
Dual screens are a hard requirement on F02 and F03: an agent running a demonstration on one screen and the account record on the other closes materially better than one alt-tabbing between them.
Service levels
The numbers each function is held to
Computed from Akon CC, the helpdesk, the CRM and the storefront ledger, and visible to your supervisors in real time. Nothing appears for the first time at month end.
| Measure | F01 | F02 | F03 | Source |
|---|---|---|---|---|
| First response, chat | ≤ 10 min | — | ≤ 30 min | Helpdesk timestamp |
| Connected conversations per agent per day | — | 45 | 38 | Dialler, above 30 seconds |
| Demonstrations per agent per month | 30 | 18 | — | Calendar and recording |
| Conversion — trials, new customers, renewals | ≥ 22% | 6 / agent | ≥ 88% | Storefront ledger |
| Failed-payment recovery | — | — | ≥ 65% | Billing ledger |
| Customer satisfaction | ≥ 4.4 | ≥ 4.2 | ≥ 4.5 | Post-interaction survey |
| Quality evaluation score | ≥ 85% | ≥ 88% | ≥ 85% | Akontec evaluation form |
| Price-book and mandate compliance | 100% | 100% | 100% | Quality audit, mandatory block |
| Monthly attrition | ≤ 8% | ≤ 8% | ≤ 7% | Certified headcount movement |
Eight interactions per agent per month are evaluated, including at least two recorded demonstrations on F02 and F03. A missed service level attracts a written improvement plan on a thirty-day horizon, not a fine beyond the variable band it already affects.
Mobilisation
Forty days to full ramp
Seats bill from the go-live date, not from signature. The partner carries recruitment and training cost through the first three weeks.
Day 1–6 Contracting and floor audit
Agreement, NDA and data processing addendum executed; induction fee settled; floor, network, power and access controls audited; function and seats allocated.
Day 7–13 Recruitment
Hiring at 115% of allocation on the Akontec aptitude, written-English and voice assessments, with Akontec on the final panel for the first batch.
Day 14–20 Product academy
Tiers one, two and three run back to back, with two of your own people certified as internal trainers during the same batch.
Day 21–30 Supervised pilot
Live work at half capacity, every demonstration recorded and reviewed, daily calibration between your quality analyst and Akontec.
Day 31–40 Ramp
Full allocation, steady-state reporting, and commission attribution running from the first live transaction. First scorecard on the seventh of the next month.
Eligibility
Before an allocation is made
Entity
Private limited company or LLP, two years or older, PF and ESI compliant payroll, clean litigation record, ISO 27001 held or committed within six months.
Facility
Twenty-five seats or more in operation with eight free; dual screens on F02 and F03; 20 Mbps leased line with redundancy; UPS and two hours of generator cover; biometric access and CCTV.
Capability
Prior sales, inside-sales or technical-support delivery, and written-English capability on the floor rather than voice alone — F01 is two-thirds written work.
A physical or video floor audit precedes every allocation, including for partners already running another Akontec process, and is repeated annually. The audit report forms an annexure to the agreement.
Seats are allocated in blocks of five.
One function and fifteen seats to start; the balance after the first scorecard month.