PipelineOps / Onboarding and ramp
Section 08Eighteen days to live outreach
And a first wave that books nothing for a fortnight. That is by design, not a shortfall.
| Window | Service provider | Akontec | Client |
|---|---|---|---|
| Days 1–3 | Execute agreement and confidentiality pack. Nominate the four named owners. | Issue contracting pack, open the partner record, assign owners. | Confirm profile, territories and calendar access. |
| Days 2–7 | Hiring drive against the assessment pack. Screen for curiosity and writing, not for call-centre tenure. | Provide the assessment pack and moderate the discovery exercise. | — |
| Days 4–9 | Bay readiness: access control, endpoint lockdown, acoustic treatment, no personal devices. | Readiness audit and gap list. | — |
| Days 5–11 | Tooling build: dialler, sales engagement platform, calendar integration, suppression sync. | Approve the sequence configuration and sending caps. | Provision domain, mailboxes and calendar. |
| Days 8–14 | Profile and messaging training. Territory allocation. Research method certified. | Deliver the profile module and moderate certification. | Approve messaging and provide sales-team briefing. |
| Days 13–16 | Practice outreach against a test segment. Every appointment note reviewed. | Verify logging, suppression and calendar booking end to end. | — |
| Day 17 | Final certification. Only representatives at or above the profile threshold are released. | Sign the go-live gate. | — |
| Day 18 | Wave one live — 10 representatives on live outreach, 100% appointment review. | Daily hypercare for the first 15 business days. | Two-day acceptance turnaround from the first booking. |
The client has an obligation in the ramp too. A
two-working-day acceptance turnaround from the first booking is part of the plan. A floor that
waits a week to learn whether its appointments were accepted cannot correct anything, and the
acceptance rate in month one is the number the whole engagement is judged on.
The bar
Eligibility criteria
| Criterion | Requirement | Verified at |
|---|---|---|
| Legal standing | Registered entity, at least two years of continuous operation, statutory filings current | Contracting |
| Capacity | Minimum 10 seats to start, with a committed path to 25 and headroom to 40 | Readiness audit |
| Hiring model | Willingness to hire on judgement rather than call-centre tenure, and to run the Akontec assessment pack unaltered | Contracting |
| Supervision | A coaching ratio of one team leader per twelve representatives, plus a dedicated conversation quality analyst | Readiness audit |
| Research function | Three dedicated research and data seats at 25, not shared with the calling floor | Readiness audit |
| Tooling | A dialler and a sales engagement platform capable of automatic activity logging and suppression sync | Readiness audit |
| Security posture | ISO/IEC 27001 certified, or a written commitment to implement the equivalent control set within 90 days | Readiness audit |
| Infrastructure | Two independent internet service providers with automatic failover; minimum 8 hours of power backup | Readiness audit |
| Screening | Background verification completed for every person before access, without exception | Ongoing audit |
| Financial | Working capital sufficient to fund payroll for two months independent of receipts | Contracting |
Governance
Named owners and the escalation ladder
Four roles are named on each side at contracting. Names, not titles — and a change is notified in writing within two business days.
| Owner | Responsible for |
|---|---|
| Account manager | The commercial relationship, scope changes, invoicing disputes |
| Delivery manager | Service level, acceptance rate, recovery plans, client review |
| Technical owner | Dialler, engagement platform, calendar and suppression integration |
| Billing owner | Seat and appointment register accuracy, invoice preparation |
| Level | Owner | Response |
|---|---|---|
| L1 | Team leader | Within the shift |
| L2 | Delivery manager | 4 business hours |
| L3 | Account manager | 1 business day |
| L4 | Function head | 3 business days |
| L5 | Director | 5 business days |
Four situations that skip the ladder entirely
- Any contact with a prospect who is on the suppression list.
- Any use of prospect data from a source Akontec did not approve.
- Any complaint from a prospect reaching the client directly.
- Any approach to your organisation by the client to contract directly.
Next step
Ten seats, a research function, and a coaching ratio.
If you can meet that and commit to a path to twenty-five, the rest of onboarding is an eighteen-day process.
Apply to deliver this process Read the partner FAQ