PipelineOps / Quality and acceptance
Section 06The client decides what counts. This page makes that decision predictable.
An appointment is set by your floor and accepted by the client. The gap between those two numbers is the single most important measure on this process.
The five qualification criteria
Every one must be evidenced in the notes attached to the booking. The notes are what the client's salesperson reads before the call, and they are audited as closely as the conversation itself.
| Criterion | What must be evidenced | Common failure |
|---|---|---|
| Right organisation | The account meets the ideal customer profile on sector, size and territory | Booked because the person was willing, not because the company fits |
| Right person | The contact holds the role, or explicitly owns the decision for it | Booked with whoever answered and was pleasant |
| A real reason to meet | A stated problem, initiative or trigger in the account that the client's proposition speaks to | A generic interest in hearing more, recorded as a need |
| A knowing agreement | The prospect understood who they will meet, from which company, and what the meeting is about | A confirmed diary slot the prospect does not recognise when it arrives |
| A complete booking | Date, time, timezone, attendees, contact details and the qualification notes, all in the client's calendar | A booking with no notes, which the salesperson walks into cold |
What is service-levelled, and what is only reported
| Category | Metric | Standard | Consequence |
|---|---|---|---|
| Controllable | Appointment acceptance rate | ≥ 80% | Gates the incentive; below 70% for two months triggers remediation |
| Controllable | Conversation quality score | ≥ 90 | Directly service-levelled |
| Controllable | Qualification-note completeness | 100% | An appointment with incomplete notes is not counted as set |
| Controllable | Sequence adherence | ≥ 95% | Directly service-levelled; measured from the engagement tool |
| Controllable | Suppression compliance | 100% | Zero tolerance — see the outreach rules |
| Influenceable | Show rate | ≥ 65% | Gates the incentive; reviewed jointly with the client |
| Influenceable | Decision-maker conversations per day | 5–9 | Tracked against data quality and territory |
| Observable | Opportunities created from meetings held | Reported | Never service-levelled — the client owns the selling |
| Observable | Pipeline value influenced | Reported | Never service-levelled |
The client owns what happens in the meeting. Your floor owns whether it should have been in the diary.
How an acceptance dispute is settled
The client decides acceptance. Akontec adjudicates disputes, which is what stops the decision being arbitrary — and it is the reason a client is willing to let an offshore floor book directly into its salespeople's calendars.
The client rejects with a reason
Against one of the five criteria, within two working days of the booking. A rejection with no criterion named is not a valid rejection and the appointment stands.
The provider may contest within two working days
With the qualification notes and the call recording attached. Contesting is expected on a reasonable proportion of rejections; a floor that never contests is a floor that has stopped reading its own rejections.
Akontec adjudicates against the published criteria
Not against the client's preference on the day, and not against the provider's effort. The criteria are the only test.
The determination is written and logged
With the reasoning, so that the same pattern is not disputed twice. The log is reviewed at the monthly quality meeting.
Patterns feed the profile, not the argument
Where a rejection pattern reveals the ideal customer profile is unclear, the profile is amended — that is a client and Akontec obligation, not a provider failure.
How conversations are sampled
Every representative is audited on 100% of appointments for the first two weeks on live outreach — every recording listened to, every qualification note read. After two consecutive weeks at or above the acceptance floor the sample steps down to a weekly random sample plus 100% of any appointment the client rejects.
Akontec re-audits a sample of the provider's own audit each month and calibrates the two scores. A provider whose internal audit passes appointments the client then rejects is a provider whose audit is not calibrated, and the Akontec score stands until it is.
Next step
A floor that books fewer and better meetings earns more.
That is not a slogan on this process — it is arithmetic, and the incentive ladder is built to make it true.
See the commercial terms Read the outreach rules