How it is measured, protected and, if needed, ended.
The section a serious operator reads first. Quality mechanics, data handling, audit, continuity and exit — stated before signature rather than discovered afterwards.
The scorecard, and what it decides.
| Component | Weight | Measured by |
|---|---|---|
| SLA adherence across streams | 30% | Panel telemetry, per channel and stream |
| Decision accuracy | 25% | Weekly QC sample of 200 random decisions |
| Review queue discipline | 25% | Queue ageing and same-day clearance |
| Franchisor-reported issues | 10% | Issues raised by the brand in the month |
| Governance compliance | 10% | Review-call attendance, remediation closure |
| Composite score | 100 | 85+ holds your band · 90+ earns incentive |
Below 85 for two consecutive months triggers a written remediation plan with a 30-day window. Below 85 for four consecutive months allows Akontec to reduce allocation. The score is shared in full each month with the underlying sample, so it can be checked rather than accepted.
Where the data sits and who can reach it.
Your workspace is your own private working environment, running on its own VPS server, with client data contracted to stay inside it.
- Brand and franchisee data is processed only for the allocated networks and only for the contracted purpose
- Client system access is provisioned into the workspace, not shared as plain text
- Role-based access inside the panel; every user action attributed to a named account
- One franchisee's commercial data is never surfaced to another — enforced in code, not policy
- Every AI decision logged with its inputs, append-only, retained 24 months
- Helpdesk call recording follows the franchisor's own consent and retention policy
- On exit, workspace data is exported to you and to Akontec, then purged on the agreed date
Business continuity
Daily workspace backup with a defined restore target. On a platform-side incident, Akontec targets resumption within 24 hours and issues a written cause report. On a partner-side outage beyond 48 hours, allocation may be temporarily served elsewhere and returned on recovery.
Audit
The decision log is append-only and cannot be edited or deleted from the panel by any role. Weekly QC samples, overrule reasons and remediation actions are retained alongside it. Akontec may audit a workspace on reasonable notice; you may request your own log export at any time.
Exit
Sixty days' written notice either side. Allocation is wound down on an agreed schedule so no franchisee is left without a desk. Final payout settles against the last verified month. Data is exported and purged, and the licence closes on the exit date.
What we will not promise
- A guaranteed, assured or fixed monthly return of any kind
- That allocated volume will not vary month to month, or that a franchisor will not restructure its network
- That the fleet will never make an error, or that automation rates will hold at any particular level
- That every franchisee will be satisfied with an AI-drafted answer released by your supervisor
- That this project suits every BPO service provider — it does not, and the eligibility page says why
Bring your operations head and your hardest questions.
Governance is the part worth interrogating before signature. We would rather answer it on a call than have it discovered in month three.