What Akontec carries
The client relationship, the process, the systems, the training and the volume risk. What is left for your floor is operating capacity, and that is deliberate.
Supplied at no cost for the term
None of this appears in the investment schedule because none of it is charged to you. It is included in the commercial model.
- The client and the volume. Akontec holds the contract with the end client and carries the risk that the pipeline slows. Your fixed leg does not move with it.
- The CRM and case workflow. Licensed, configured, hosted and maintained by Akontec, with the dashboards and report templates pre-built.
- The process manual and route matrix. Maintained centrally and version-controlled. When a press note changes a sector cap, the matrix is updated and pushed to your desk with a briefing note.
- Checklists, scripts and templates. Every document checklist, call framework, email template and status note the desk uses.
- The certification programme. Three weeks, with a trainer on your floor for the first ten days, plus half-yearly refreshers delivered remotely.
- A named process owner. One person, for the full term, who is your escalation route and your commercial contact. Not a ticket queue.
- Independent CSAT collection. Akontec surveys investors directly, so the number your Slab C is paid on is not one your desk can influence.
- The panel interface. Akontec manages the relationship with the CA, CS and legal panel. Your desk coordinates; it does not negotiate.
The governance rhythm
Fixed, light and exception-driven. Akontec does not sit on your floor, manage your people or set your rosters beyond the coverage window in Schedule B.
| Cadence | What happens | Who attends | Duration |
|---|---|---|---|
| Daily | Automated dashboard publishes. No meeting. | — | — |
| Weekly | Ageing report, exceptions, change requests in flight | Process owner and your OM | 30 min |
| Monthly | Scorecard, QA calibration, invoice reconciliation, hiring and attrition | Add both QA leads | 60 min |
| Quarterly | Business review, retention release, scale position, any rate-card change | Add commercial leads | 90 min |
| Half-yearly | Refresher certification and process update | Trainer and the full desk | 1 day |
| Annually | Security re-audit and contract review | Auditor and both leads | 1 day |
Where the line sits
Akontec's side of the line
- The client relationship and the commercial contract with them
- Process design, version control and change management
- Systems, licences and the data environment
- Training content and certification standards
- Investor CSAT collection and the quality bar
- Volume risk, and the consequences of a slow pipeline
Your side of the line
- Hiring, employment, payroll and statutory compliance for your staff
- The facility, its security posture and its certification
- Rostering inside the published coverage window
- Day-to-day supervision, Tier 1 escalation and floor discipline
- Your own QA sampling at 8% and calibration with Akontec
- Delivery against the service levels in Schedule B
Nothing crosses this line informally. If Akontec needs something from your side that is not in Schedule B, it comes as a written change request with a rate consequence. If you need something from Akontec that is not on this page, ask the process owner and it will be answered in writing.
Next: the questions partners ask
Schedule J answers eighteen of them plainly — who pays whom, who owns the data, what happens if the pipeline slows and what it takes to exit.