Process Catalog — Domestic (India)

Partner-facing. Each process shows scope, requirement and working details. Payouts: 05_Payout_And_Commission_Structure.md. Keep this document and the payout document in sync — they are read together.

D1 — Inbound customer support (general)

Scope: answer customer queries, resolve or escalate, log disposition in the CRM. Requirement: trained agents, regional language plus English, CRM discipline. Working details: 9-hour shift, 6 days; standard ratios 1 TL per 15 agents, 1 QA per 30. Measured on: SLA (calls answered in target), abandon rate, AHT, quality score, CSAT.

D2 — Inbound booking / dispatch desk (mobility)

Scope: capture bookings, confirm details, coordinate dispatch, handle cancellations and ride issues. Requirement: fast data entry, calm handling of urgency, local geography knowledge. Working details: 24x7 rotation; peak-hour surge staffing mandatory; night allowance applies. Measured on: booking conversion, AHT, abandon rate during peak.

D3 — Appointment scheduling (healthcare)

Scope: schedule, reschedule and remind; route clinical questions to the client's qualified staff. Requirement: clear diction, patience, strict adherence to what may not be said. Restriction: agents give no clinical advice and interpret no results, ever. Measured on: booking rate, no-show reduction, quality, complaint count.

D4 — Order support / WISMO (e-commerce)

Scope: order status, delivery issues, returns initiation, refund status, COD confirmation. Requirement: multi-system navigation, courier portal familiarity. Working details: festive peaks run 3–5x; surge seats agreed before the season. Measured on: resolution rate, AHT, repeat-contact rate.

D5 — Outbound lead qualification

Scope: call inbound leads within minutes, qualify against defined criteria, book the next step, log disposition. Requirement: confident speech, discipline on the script's disqualifiers, CRM hygiene. Working details: calling hours restricted to permitted windows; DNC suppression mandatory. Measured on: contact rate, qualification rate, appointment-kept rate.

D6 — Outbound sales closing

Scope: pitch, handle objections, close, and complete the order or application. Requirement: experienced sales agents, product certification before go-live. Working details: base plus incentive structure; recording of every call. Measured on: conversion, revenue per seat, quality, cancellation rate.

D7 — Chat support

Scope: website and WhatsApp chat handling with 3–5 concurrent conversations. Requirement: typing speed, written English or regional language, macro discipline. Measured on: first response time, resolution time, concurrency, CSAT.

D8 — Email and ticket support

Scope: triage, resolve, escalate; manage backlog age. Measured on: first response time, resolution SLA, backlog age, reopen rate.

D9 — Back office / data operations

Scope: data entry, validation, document verification, catalogue and listing work, reconciliation support. Requirement: accuracy over speed; dual-check on financial fields. Working details: usually per-file payout; accuracy threshold defined per campaign. Measured on: files per hour, accuracy percentage, TAT.

D10 — KYC and document verification

Scope: verify submitted documents against rules, flag exceptions, follow up for missing items. Requirement: strict data handling; no document leaves the approved system. Measured on: files processed, accuracy, exception rate.

D11 — Technical support L1

Scope: troubleshoot, guide setup, resolve access issues, escalate to L2 with clean notes. Requirement: product certification, patience, structured diagnosis. Measured on: FCR, escalation rate, resolution time, CSAT.

D12 — Collections (soft bucket / EMI reminders)

Scope: pre-due and early-bucket reminders, payment link assistance, promise-to-pay capture. Conduct rules (mandatory): no threats, no abusive language, no calls outside permitted hours, no disclosure of the debt to third parties, no repeated calling designed to harass. A conduct breach is grounds for immediate removal from the campaign. Measured on: contact rate, PTP rate, kept-PTP rate, recovery percentage, and conduct-audit score.

D13 — Feedback, survey and CSAT calling

Scope: structured post-interaction or post-purchase calling. Measured on: completion rate, data quality.

D14 — Franchise enquiry screening

Scope: qualify franchise applicants against investment, location and experience criteria; route qualified applicants to the brand. Restriction: no earnings or payback claims, ever. Measured on: qualification rate, applicant progression.

D15 — Real estate enquiry and site-visit desk

Scope: qualify enquiries, book and confirm site visits, follow up post-visit. Restriction: no RERA, possession-date or appreciation claims — those come from the developer. Measured on: visit-booked rate, visit-kept rate.