Delivery Model

Updated 2026-08-06 · Akontec Synergy Private Limited

How work actually gets done once a client signs.

The chain

Client ──contract──> AKONTEC ──allocation──> BPO Service Provider(s) ──seats──> Delivery
                        │
                        ├── Account Manager (commercial)
                        ├── Delivery Manager (SLA & quality)
                        ├── Technical Owner (platform & integrations)
                        └── Billing Owner (invoice & payout)

Akontec holds the client contract. The provider holds no contract with the client and does not contact the client directly. Escalations flow client → Akontec → provider, and back the same way.

Allocation principles

Fit before speed. A provider gets a campaign because they have the domain, language and shift capability — not because they are available.
No single point of failure. Target two qualified providers per active process, so a provider failure does not become a client failure.
Ramp in steps. Pilot seats → validated seats → scale seats. Never a full allocation on day one.
Payout set before allocation. The provider sees scope, working details and payout before committing seats.
Isolation. Each provider works in its own workspace. No provider sees another's data, and no provider sees a client's data beyond its own scope.

Governance rhythm

Cadence	What	Who
Daily	Volume, SLA, staffing, exceptions dashboard	Delivery Manager, provider TL
Weekly	Quality scores, top failure reasons, corrective actions, forecast	Delivery Manager, provider ops head, client ops contact
Monthly	Business review: SLA trend, CSAT, volume vs forecast, commercial position, roadmap	Account Manager + client stakeholder
Quarterly	Commercial review, capacity plan, automation opportunities	Account Manager, Head of Marketplace, client

Quality framework

Sampling: minimum 4 audits per agent per month; 100% audit on any interaction that generated a complaint.
Scorecard: process accuracy, compliance, communication, system usage, outcome. Fatal-error categories (misinformation, compliance breach, rudeness, data mishandling) zero the audit.
Calibration: monthly calibration session between Akontec QA, provider QA and the client.
Corrective action: score below threshold → coaching → re-audit → performance improvement plan → removal from the campaign.
AI-assisted auditing is applied where deployed, expanding coverage beyond the manual sample.

Ramp plan template

Week	Activity
0	Contract signed, provider allocated, workspace created, access provisioned
1	Recruitment and shortlisting, telephony and system setup, script and training material finalised
2	Classroom training, product/process certification, mock calls
3	Pilot goes live on low volume, daily audits, daily calibration
4	Pilot review against success criteria; scale decision
5+	Staged seat expansion with weekly quality gates

Business continuity

Every campaign above 10 seats has a documented fallback: a second provider on standby, a defined trigger for switching, and a target of resuming service within 24 hours. See 24_Compliance/05_Business_Continuity_And_DR.md.

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