Scope of work
Ten workstreams at task level, what sits outside them, the seat matrix that delivers them, and the quality framework they are measured by.
The ten workstreams at task level
Each workstream lists the tasks that are in scope, the output the desk produces, and the service measure it is judged on. Nothing outside this table is chargeable work without a signed change request.
| Ref | Workstream and tasks | Output | Measured by |
|---|---|---|---|
| WS-01 | Investor enquiry handling. Receive inbound voice, email, web-form and chat enquiries. Log to CRM with source, sector and origin. Acknowledge. Assign an owner. Schedule the introductory call, including video calls across time zones. Make outbound follow-up contact on unanswered enquiries at day 2, 5 and 10. | Logged, owned, acknowledged case | First response ≤ 4 business hours |
| WS-02 | Eligibility pre-screening and route mapping. Capture sector, proposed activity, entity type, origin jurisdiction and intended shareholding. Check against the published route matrix. Record the route determination or flag as out-of-matrix for panel decision. Issue the stage-appropriate document checklist. | Route determination note and checklist issued | Determination within 4 working days |
| WS-03 | Documentation coordination. Build the investor document pack against the checklist. Receive, name, version and file every document. Score completeness. Chase gaps on a fixed cadence. Verify legibility, currency, signature and attestation. Return incomplete items with a written reason within 48 hours. | Completeness-scored document pack | 48-hour turnaround, 98% accuracy on audit |
| WS-04 | Regulatory reporting support. Maintain the reporting calendar per file — FC-GPR within 30 days of allotment, FC-TRS on transfers, the annual FLA return. Prepare the draft pack and supporting annexures. Alert the panel at T-15, T-7 and T-2. Record the filing acknowledgement once the panel returns it. | Draft pack and filing calendar | Zero missed statutory windows |
| WS-05 | Panel and authority coordination. Book and confirm sessions with the CA, CS and legal panel. Liaise with AD banks on KYC and FIRC. Follow up with state industrial development bodies, SEZ and industrial park authorities. Minute every interaction and publish an action log within one working day. | Minutes and action log per interaction | Action log published T+1 |
| WS-06 | Application tracking. Maintain milestone status on every live file. Push a status update to the investor at every stage change. Produce a weekly ageing report grouped by stage, with a written reason on every file that has not moved in 14 days. | Weekly ageing and exception report | 100% stage-change notification |
| WS-07 | Multilingual investor support. Handle contact in English and Hindi across the desk. Handle first-language contact in at least one of Japanese, Korean, Mandarin, Arabic or French on the certified seats. Prepare translated summaries of checklists and status notes where the investor requests them. | First-language contact and translated summaries | 4 certified seats live by day 60 |
| WS-08 | CRM hygiene, MIS and reporting. Update every case within the shift it was worked. Maintain the daily productivity dashboard. Produce the weekly pipeline pack and the monthly billing reconciliation file that supports your invoice. | Dashboard, weekly pack, reconciliation file | 100% same-shift CRM update |
| WS-09 | Post-investment support. Handle repatriation, dividend and compliance queries within the boundary. Issue annual compliance reminders. Coordinate amendment filings, share transfers and subsequent tranches. Re-open and re-run the documentation cycle for each new tranche. | Reminder cycle and tranche files | Reminder issued at T-45 days |
| WS-10 | Escalation and grievance management. Operate the three-tier escalation matrix. Log root cause on every escalation. Track to closure. Produce the monthly escalation closure report for joint sign-off. | Escalation log and monthly closure report | Tier 1 response within shift |
Explicitly out of scope
- Any advisory output — structuring, interpretation, valuation, tax or repatriation opinions, in any form and through any channel.
- Statutory filing — the desk prepares and tracks; the licensed panel files.
- Lead generation and marketing — the client sources investors. Partner-sourced leads are welcome but are paid as a bounty, not required as a target.
- Fee collection from investors — no money is handled or discussed by the desk.
- Physical liaison — no visits to authorities, banks or registries. The desk is remote and documentary.
- Translation certification — the desk prepares working summaries; certified translation goes to a licensed translator.
- Sunday and public-holiday live voice — a two-seat monitored inbox and voicemail return only.
- Any work for the end client outside this process — the exclusivity runs both ways.
Work that falls outside this list is handled as a change request: raised in writing, scoped and priced by Akontec, and added to Schedule B by written amendment before it is performed. Nothing is expected of your floor on goodwill.
The seat matrix and the coverage window
Twenty-five heads on roll deliver twenty billable seats. The five non-billable heads are supervision, quality and compliance, and they are costed into the model in Schedule F.
| Role | Heads | Workstreams | Indicative CTC |
|---|---|---|---|
| Investor support executive — front desk | 12 | WS-01, 02, 06, 07 | ₹22,000 |
| Documentation executive — back office | 8 | WS-03, 04, 08, 09 | ₹22,000 |
| Team leader | 2 | Floor control, rostering, Tier 1 escalation | ₹38,000 |
| Quality analyst | 1 | WS-10, audit sampling, calibration | ₹32,000 |
| Compliance & records officer | 1 | Data protection, retention, audit trail | ₹35,000 |
| Operations manager | 1 | Akontec interface, MIS sign-off, Tier 2 | ₹55,000 |
| Total on roll | 25 | 20 billable seats | ₹6,38,000 |
Hire 25 for 20 billable seats. At an 18% shrinkage allowance the desk holds 20 certified, staffed seats through leave, training and unplanned absence, which is the condition the fixed component bills against.
Service levels and the quality framework
These are the measures the incentive slabs in Schedule C are computed from. Target earns the slab; floor is the point below which an improvement notice is issued.
| Measure | Target | Floor | Feeds |
|---|---|---|---|
| First response to a new enquiry | 4 business hrs | 8 hrs | Slab A |
| Document pack turnaround | 48 hrs | 72 hrs | Slab B |
| Document pack completion rate within TAT | 92% | 85% | Slab B |
| Documentation accuracy on audit | 98% | 95% | Slab A |
| QA score | 90% | 85% | Slab A |
| Investor CSAT | 4.3 / 5 | 3.9 / 5 | Slab C |
| Call abandonment | < 5% | 8% | Slab A |
| CRM update within shift | 100% | 97% | Slab A |
| QA sampling coverage | 8% of cases | 5% | Governance |
| Compliance breaches | Zero | Zero | Slab C |
| Certified-agent attrition, rolling quarter | < 8% | 15% | Retention bonus |
| Below floor, two consecutive cycles | Improvement notice, 30 days to correct | ||
How quality is actually measured
Your quality analyst samples a minimum of 8% of closed cases each month against a published scorecard covering accuracy, boundary compliance, tone, CRM discipline and follow-up cadence. Akontec's process owner independently samples 2% of the same population. The two scores are calibrated in the monthly governance call, and where they diverge by more than five points the case is reviewed jointly and the scorecard is clarified rather than argued.
Investor CSAT is collected by Akontec, not by your desk, through a two-question survey issued at each stage change. That separation is deliberate: it removes any incentive to influence the score and it means the number you are paid on is the number the client sees.
What an improvement notice means
It is a written thirty-day plan with named actions, not a penalty. The fixed component continues to bill in full throughout. If the measure recovers, the notice closes and the quality retention releases as normal. Termination for service failure requires three consecutive below-floor cycles after a notice has been issued, which is a deliberately high bar.
The reporting pack
Daily
- Productivity dashboard by seat and workstream
- New enquiries logged and first-response compliance
- Documents received, returned and outstanding
- Open escalations by tier
Weekly
- Pipeline by stage, with movement since last week
- Ageing report with written reasons on stalled files
- Statutory calendar — everything falling due in 30 days
- Roster adherence and shrinkage
Monthly
- Scorecard against every measure in B.4
- QA calibration summary and sampled cases
- Escalation closure report for joint sign-off
- Billing reconciliation file supporting the invoice
All reporting is produced from the Akontec-supplied CRM using pre-built templates. Your desk does not build reports from scratch, and no report requires manual spreadsheet assembly beyond the monthly reconciliation, which is a single export.
Next: what the work pays
Schedule C sets out the rate card in full — the fixed component, the three incentive slabs, the case bounties and the conditions attached to each.