Founder / Leadership Message

For use in the corporate brochure, the website "About" page and investor decks.

Outsourcing has an honesty problem.

Not a fraud problem — an honesty problem. A client is told a campaign will run at ninety percent quality from week one. A delivery centre is told the volumes will be double what they turn out to be. Both parties sign, both parties start, and by month two everyone is managing a disappointment instead of a process.

We built Akontec because we had been on the delivery side of that disappointment often enough to know exactly where it starts: at the moment somebody quotes a number they haven't checked.

So we do the boring thing first. Before we quote, we write the process down — what the call actually is, what "resolved" means, how many of them there will be on a Tuesday in month four, what the centre needs to staff it, and what that costs. That document is unglamorous and it is the single reason our campaigns survive past the pilot.

The second thing we do is refuse to treat the delivery centre as a cost to be squeezed. A centre that loses money on your campaign will quietly put its weakest team on it. You will pay for that in your CSAT, not in your invoice. We would rather pay the provider properly and defend the client rate on value.

The third thing — the newest thing — is AI. We are not interested in announcing it. We are interested in taking one slice of a process we already run, automating it, measuring what it actually saved on live volume, and only then expanding. Every AI solution we sell has been run against our own operations first.

If you are a company deciding whether to outsource, we will tell you when the answer is no. If you are a delivery centre deciding whether to work with us, you will see the payout before you commit a seat. That is the whole proposition.

Hemalatha S. Director, Akontec

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