Your team is trained. Then it is backed.
The supervisor is the one human role on this project, so the training aims squarely at them — and the support behind them is named, not a shared inbox.
What your supervisor learns.
- The panel — all eight module groups, navigation, search, roles and permissions
- The brand — the franchisor's policy set, its escalation rules and its approval ceilings
- The fleet — what each agent owns, its autonomy, pause and run, reading the last-run state
- The review queue — the review types, what each is asking, how to approve, edit or overrule
- The hard limits — what the fleet refuses to do and what to do when it refuses
- Escalation — when to decide, when to raise, and who to raise it to
- The month cycle — scorecard, payout statement, reconciliation and the document vault
Delivered as a written handbook plus live sessions during stage 3, then practised against real output through shadow mode. Your supervisor works the queue for five days before anything they release reaches a franchisee.
Five levels, named.
| Level | Who | Handles | Response expectation |
|---|---|---|---|
| L1 | Your supervisor | Everything in the review queue; routine franchisee exceptions | Same working day |
| L2 | Akontec delivery manager | Rule conflicts, agent behaviour, SLA risk, allocation questions | Within 4 working hours |
| L3 | Akontec account manager | Franchisor-side issues, scope disputes, commercial questions | Within 1 working day |
| L4 | Function head | Repeated breaches, quality remediation, continuity events | Within 2 working days |
| L5 | Director | Contractual and relationship matters | By arrangement |
First 90 days
Named delivery manager, weekly review call, rule tuning on request, and direct escalation without a ticket queue in between.
Ongoing
Platform and guardrail maintenance, brand rule updates pushed to your fleet, weekly QC sampling, monthly scorecard, panel updates as they ship.
Continuity
Workspace backed up daily with a defined restore target. On a platform-side incident, Akontec targets resumption within 24 hours and reports the cause in writing.
Support you can name is support you can use.
Ask about the delivery manager, the review call and the escalation ladder on the demo. Then ask what happens on a Sunday night.