BPO FAQ

For client companies

What processes can you run? Inbound voice, outbound sales and telecalling, chat, email and ticket support, back office and data operations, technical support (L1/L2), collections, and international voice and chat. Related: 03_Business_Catalogs/03_BPO_Projects_Catalog.md

What is the minimum engagement? Generally five seats or an equivalent transaction volume. Smaller works where an AI agent carries part of the load.

How are we billed — per seat or per call? Both are available: per seat per month, per minute or per call, per transaction or file, per outcome (lead, sale, collection), or a hybrid base-plus-incentive. We recommend the model that matches how your volume behaves, not the one that maximises our invoice. Related: 09_Pricing/03_Rate_Card_BPO.md

Who actually does the work? A vetted BPO Service Provider on our network, allocated to your process based on domain, language and shift capability. You contract with Akontec, not with them. They do not contact you directly; everything routes through your Delivery Manager.

What happens if the delivery centre fails? It becomes our problem, not yours. Campaigns above ten seats have a second qualified provider on standby with a defined switching trigger and a 24-hour resumption target, written into the SOW. Related: 24_Compliance/05_Business_Continuity_And_DR.md

How is quality measured? A scorecard defined and signed before go-live: process accuracy, compliance, communication, system usage and outcome, with fatal-error categories that zero an audit. Minimum four audits per agent per month, 100% audit on any complaint, and monthly calibration with your team. Related: 04_Services/03_Delivery_Model.md

Can we listen to calls? Yes, per the SOW — recordings, live barge-in where the telephony supports it, and access to the QA scorecards.

What reporting do we get? Daily numbers by 10am, a weekly quality and exceptions review, and a monthly business review. Live dashboards where the platform is deployed.

How long does it take to go live? Three to four weeks: week 1 setup and recruitment, week 2 training and certification, week 3 pilot, week 4 pilot review and scale decision.

What notice do we need to give to stop? Default 60 days for staffed operations. The longer notice exists because a provider has hired and trained people for your campaign; ramp-down needs to be humane and planned.

Can you handle seasonal spikes? Yes — that is one of the main reasons clients use a network rather than a single centre. Tell us the peak shape in discovery so it is in the staffing model rather than a surprise.

Do you do collections? Yes, for pre-due reminders, soft buckets and EMI follow-up, conducted within fair-practice conduct rules. We do not take aggressive or harassing mandates, whatever the commercial. Related: 27_Guardrails/05_Regulated_Topics.md

For BPO Service Providers

How do I join the network? Register at projects.akontec.com, sign the NDA, complete KYC, pass the capability review, and sign the partner agreement. Then you receive project briefs with scope, working details and payout. Related: 18_Vendors/02_Registration_And_KYC.md

Do I see the payout before committing seats? Yes, always. Scope, working details and payout come to you before you commit a single seat. That is a standing rule, not a courtesy.

When do I get paid? On the published cycle in 18_Vendors/04_Payment_Cycle_And_Commission.md, against a verified invoice.

What if the client pays Akontec late? Your payout is not silently withheld to fund a client's delay. Any deviation requires Director approval and you are told the truth about timing in writing.

Can I contact the client directly? No. All communication routes through Akontec. This protects you as much as it protects the client.

What are the minimum requirements? Registered entity, GST, KYC documents, functioning telephony, power and internet redundancy, a trained supervisory layer, and the ability to meet the campaign's shift and language needs.