Scope of work
What the desk does, function by function
Three functions, one catalogue, one certification syllabus. A partner may run one, two or the whole motion; they share tooling and training but not shifts, agent profiles or scorecards.
F01
Inbound & trial conversion
35% voice, 65% chat and mail. Two overlapping shifts, 07:00–01:00 IST. 8 to 30 seats. Written English is the deciding skill.
F02
Outbound SMB acquisition
70% voice. Shift aligned to the target geography. 10 to 50 seats. Consultative agents who can run a demonstration unaided.
F03
Retention & expansion
55% voice. Follows the renewal calendar with a short evening block. 8 to 30 seats. Patient, account-minded agents.
| Workstream | What the desk does | Standard |
|---|---|---|
| First response | Answers every storefront chat, form enquiry and pre-sales mail inside the window, in the buyer's own channel rather than pushing them into another. | 10 min, chat |
| Qualification | Establishes business size, current tooling, the problem being solved and the buying window, recorded against the account before a demonstration is offered. | Every enquiry |
| Trial activation | Walks a new trial through first configuration and the two or three actions that predict conversion — a trial never set up never converts. | Day 0 and 1 |
| Demonstration | Runs the twenty-minute scripted demonstration on a live tenant, against the buyer's stated problem rather than as a feature tour. | On request |
| Follow-up ladder | Four contacts across the trial window at fixed points, each carrying a reason to call rather than a check-in, ending in a decision either way. | 4 touches |
| Checkout assistance | Recovers abandoned carts and failed card attempts, answers the tax, currency and billing-cycle questions, and stays on the line to completion. | Within 2 h |
| Cross-sell at close | Offers the one adjacent product that fits the stated problem — never more than one — at the point the first purchase completes. | Scripted |
| Routing and reporting | Sends enterprise-sized and integration-heavy enquiries to Akontec the same day with the qualification written up, and closes the CRM at shift end. | Same day |
| Workstream | What the desk does | Standard |
|---|---|---|
| Segment build | Turns an assigned trade, cluster, city or association membership into a verified list of businesses with a named decision maker and a current number. | Weekly refresh |
| Fit screening | Screens each business against the edition being sold: headcount, outlets, transaction volume, current software and the pain that justifies replacing it. | Before dial |
| Outbound calling | Works the list on a five-touch cadence across two weeks, in English and the regional language, with e-mail and message sequences alongside. | 45 connects / day |
| Demonstration booking | Books into the agent's own diary, so the person who created the interest is the person who runs the session. | 18 / month |
| Demonstration delivery | Runs the session on a live tenant seeded with data from that trade, ending with a written recap, a price and a next step with a date on it. | Certified agents |
| Close on self-serve | Takes the buyer through storefront checkout inside the published price book and discount matrix. No discount outside the matrix, ever. | 6 logos / month |
| Trade and association work | Works association lists, trade-body memberships and event attendee lists as named campaigns, including pre- and post-event outreach. | By campaign |
| Handover and pipeline | Passes every closed account to F03 with a written brief, and holds a rolling pipeline at three times the monthly target with dated next actions. | 3× coverage |
| Workstream | What the desk does | Standard |
|---|---|---|
| Welcome and onboarding | Calls every new customer inside two working days, confirms what they bought it for, and walks the configuration that makes the product stick. | ≤ 2 days |
| Adoption checks | Measures usage against the handful of actions that predict renewal, and intervenes when an account goes quiet rather than waiting for the renewal date. | Day 7, 21, 30 |
| Renewal calling | Works the renewal calendar ahead of date so that a renewal is a conversation rather than a card declining silently. | 60 / 30 / 7 days |
| Failed-payment recovery | Recovers declined cards and lapsed mandates by telephone and message inside the grace window, before the account suspends. | ≥ 65% recovered |
| Churn saves | Treats every cancellation as a conversation: establishes the real reason, applies the retention matrix, and records the reason whether or not the save lands. | ≥ 30% saved |
| Expansion | Moves customers up a tier, adds seats or attaches the adjacent product — on evidence of usage, never on a calendar prompt. | ≥ 6% of book |
| Annual conversion | Converts healthy monthly subscribers to annual terms, the cheapest reduction in churn available to the desk. | By campaign |
| Voice of the customer | Logs feature requests, complaints and competitor mentions against a fixed taxonomy and publishes the weekly summary to Akontec's product desk. | Weekly |
The journey
One customer, three desks, no gaps
F01 and F02 work into the same point — a purchase on the storefront. Everything after that point belongs to F03, and the book grows with every close the other two make.
| Stage | Desk | What happens |
|---|---|---|
| Enquiry | F01 | Storefront chat, form or call answered, qualified and logged |
| Prospecting | F02 | Segment worked, fit screened, demonstration booked into the agent's diary |
| Trial | F01 / F02 | Activation, demonstration and the follow-up ladder to a decision |
| Purchase | F01 / F02 | Checkout completed on the storefront inside the published matrix |
| Onboarding | F03 | Welcome call inside two days, configuration, thirty-day adoption checks |
| Renewal & expansion | F03 | Renewal calling, payment recovery, churn saves, tier moves and second products |
The mandate
Where the desk stops
The limits sit in the quality form as a mandatory block. A call that breaches one scores zero however good the rest of it was, and a confirmed pattern voids the pod's variable component for the month.
The desk may
| Explain, position and demonstrate any certified product |
| Quote from the published price book |
| Apply a discount inside the published matrix |
| Take a buyer through checkout on a self-serve tier |
| Extend a trial once, inside the published limit |
| Apply the retention matrix on a cancellation |
| Raise and track a support ticket for the customer |
| Route anything outside the above to Akontec, same day |
The desk may not
| Promise a feature, a fix or a release date |
| Commit to custom development or an integration |
| Discount outside the matrix or alter licence terms |
| Issue a refund, a credit note or a waiver |
| Answer a security or compliance questionnaire |
| Promise or quote a data migration |
| Negotiate an enterprise or reseller agreement |
| Ask for or record a card number on a call |
Next: what the work pays.
Seat rates by function, the scorecard, the commission ladder and a live calculator.