| Requirement | Detail |
|---|---|
| Registered entity | Company, LLP or registered firm — not an individual |
| PAN and GST | Both current |
| Bank account in the entity's name | For payouts; no individual accounts |
| KYC pack complete | See 18_Vendors/02_Registration_And_KYC.md |
| Physical delivery premises | Verified by photos or video walkthrough, and by visit where scale warrants |
| Telephony | Functioning dialer or PBX appropriate to the process |
| Power redundancy | UPS plus generator or equivalent |
| Internet redundancy | Two independent connections |
| Supervisory layer | Team leaders and a quality function, not just agents |
| Signed NDA and Partner Agreement | Before any project detail is shared |
| Process type | Additional requirement |
|---|---|
| International voice | Voice quality assessment passed; night-shift capability with transport |
| Financial / collections | Recording on 100% of calls; conduct training certified; client compliance sign-off |
| Healthcare | Data handling controls; agent training on restricted statements |
| Back office / KYC | Secure floor, controlled access, often clean-desk with no personal devices |
| Technical support | Technical hiring profile; product certification before go-live |
No registered entity · unwilling to complete KYC · history of client data misuse · demanding payment to receive campaigns · unable to show a physical floor · requesting direct client contact · any record of harassing collections conduct.
| Requirement | Why |
|---|---|
| Minimum 5 seats or equivalent volume (or an AI-assisted hybrid) | Below this, setup cost per seat makes it poor value and we will say so |
| A defined or definable quality standard | We cannot be measured against an undefined standard, and neither can you |
| A named operations contact with authority | Decisions stall without one |
| Systems access with a committed date | Ramp cannot start without it |
| Willingness to sign an MSA and SOW | No work starts before signature |
| Compliance review passed (regulated sectors) | Non-negotiable for finance, healthcare, collections |
Guaranteed-outcome demands · aggressive or harassing collections mandates · processes requiring unlicensed financial, medical or legal advice · political calling campaigns · scripts requiring misrepresentation of identity or purpose · any instruction breaching 27_Guardrails.
To clients: incorporation certificate, GST, PAN, MSME certificate, InfoSec baseline, Data Protection Policy, DPA draft, BCP/DR summary, escalation matrix. To providers: incorporation, GST, PAN, and the executed Partner Agreement.
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