Three parties, and no ambiguity about which does what.
A BPO project fails on unclear boundaries far more often than on delivery. These are set out before a contract is signed.
The franchisor contracts with Akontec
Akontec sells, prices and signs the network support contract with the brand, and carries the client-facing service commitment.
Akontec allocates networks to your workspace
Named franchise systems with a defined outlet count, channel set and service level, sized to your fleet capacity and current quality score.
Your workspace is configured and the fleet is trained on that brand
The operating spec, brand knowledge base and agent configuration are built for the networks you hold. This is not a generic bot pointed at a shared inbox.
The fleet delivers, your supervisor decides the exceptions
Supervised agents act and log. Draft-only agents propose and wait. Anything touching contract, territory, royalty or a legal position goes to a person.
Output is measured, sampled and scored monthly
Panel telemetry produces the delivery report, QC re-checks 200 random decisions weekly, and a composite score is issued monthly and shared with you in full.
Payout is computed from verified units and settled
Units delivered against the rate card, plus incentive where the score qualifies. Statement issued with the scorecard and settled against your invoice.
Who owns each moving part.
| Item | Franchisor | Akontec | Your company |
|---|---|---|---|
| Commercial contract | Signs | Holds | — |
| Brand SOPs and policy | Provides | Encodes as rules | Applies |
| Franchise agreement terms | Owns entirely | Blocks the fleet from touching them | Escalates any query |
| Portal and system access | Provides | Provisions into workspace | Operates within scope |
| Platform, models, guardrails | — | Builds and maintains | — |
| Workspace & VPS | — | Provisions at setup | Pays monthly, operates |
| Fleet training on the brand | Supplies source documents | Builds and evaluates | Signs off at shadow stage |
| Human review queue | — | Sets the rules | Clears it daily |
| Quality sampling | — | Performs weekly | Acts on findings |
| Escalation L1 | — | — | Your supervisor |
| Escalation L2–L5 | — | Delivery manager to director | Raises |
| Invoicing & settlement | Pays Akontec | Computes and settles payout | Invoices Akontec |
How money moves.
The franchisor pays Akontec against the client contract. Akontec computes your payout from verified delivered units against the partner rate card, issues a statement alongside the monthly scorecard, and settles against your invoice.
Your running costs — licence, VPS, AI consumption balance, voice channel and compliance — are billed to you separately and shown in full on the commercials page. The AI consumption balance is prepaid and visible in the panel at all times with the burn rate on screen. Nothing about your cost base is hidden from you.
GST applies on the setup fee, the monthly running charges and your payout invoice at prevailing rates. Payment terms are confirmed in the service agreement.
Now the part that decides it.
How the agents learn a brand's policy set, are evaluated before release, and are kept correct as the franchisor changes its own rules.