PipelineOps / Scope of work
Section 02What the service provider owns, and what stays with the client
Mid-market business-to-business clients across two territories. Deal values are high enough that a single good meeting matters, which is why quality is enforced rather than encouraged.
Client profile
| Client sector | Share | Territory | Typical target role |
|---|---|---|---|
| Business software and technology services | ~32% | US and UK | Head of IT, operations director, CFO |
| Professional and financial services | ~20% | UK-weighted | Managing partner, finance director |
| Manufacturing and industrial supply | ~18% | US-weighted | Plant manager, procurement head |
| Logistics and supply chain | ~14% | US and UK | Operations director, supply chain manager |
| Healthcare administration and services | ~10% | US | Practice administrator, operations lead |
| Construction and facilities | ~6% | UK | Commercial director, estates manager |
Responsibility split
| Function | Client | Akontec | Service provider |
|---|---|---|---|
| Ideal customer profile and qualification criteria | Sets | Publishes and controls | Works to it |
| Prospect data and list building | — | Sources and approves | Researches and enriches |
| Email domain, sending infrastructure and reputation | Owns | Monitors | Uses as directed |
| Approved messaging, sequences and call frameworks | Approves | Publishes | Executes |
| Calendar access and appointment booking | Owns | Coordinates | Books into it |
| Representative hiring, payroll and supervision | — | Sets standards | Owns |
| Call and conversation quality audit | Reviews | Re-audits and calibrates | Owns first-line audit |
| Appointment acceptance decision | Decides | Adjudicates disputes | Evidences |
| Attending the meeting and selling | Owns | — | — |
| Commercial relationship and invoicing | Pays Akontec | Owns | Invoices Akontec |
Explicitly outside the engagement
A request to do any of these is an escalation, not a task, and it is recorded in the out-of-scope register.
- Quoting price, discount, contract terms or delivery timelines to a prospect.
- Making a claim about the client's product that is not in the approved messaging.
- Naming another customer of the client, or implying a reference the client has not given.
- Representing the client's legal entity, or signing anything on its behalf.
- Contacting consumers. This is a business-to-business process only.
- Buying, scraping or importing prospect data from any source not approved by Akontec.
- Using automation tools against a professional social platform in breach of its terms.
- Continuing outreach to a prospect who has asked to stop, in any channel, for any reason.
- Sub-contracting any part of the work, or moving it to a second site, without written consent.
Territories are assigned, not chosen
Each representative owns a defined slice of the target market and keeps it. Rotating representatives across territories to balance a slow week destroys the account knowledge that makes the second and third call worth making.
Prospect records enter the sales engagement tool only after they have been checked against the ideal customer profile. A record that fails the profile check is rejected at intake rather than worked and disqualified later, which keeps the disqualification statistics meaningful.
Every touch in every channel is logged against the prospect record automatically. Manual logging is not permitted, because a representative who can type in their own activity can type in activity that did not happen.
An appointment is booked directly into the client's calendar with the qualification notes attached. The notes are what the client's salesperson reads before the call, and they are audited as closely as the conversation itself.
Standing documents
| Document | Maintained by | Reviewed | Purpose |
|---|---|---|---|
| Ideal customer profile | Client, published by Akontec | Monthly | Who counts as a prospect, and who does not |
| Qualification criteria | Client, published by Akontec | Monthly | The five points every appointment must evidence |
| Approved messaging and call framework | Akontec, from client-approved text | Monthly | What may be claimed about the product |
| Sequence definition | Akontec | Quarterly | Channel, timing and content of every touch |
| Suppression list | Akontec, fed by both sides | Daily | Anyone who has asked to stop, in any channel |
| Out-of-scope register | Akontec | As raised | Requests refused at floor level and the outcome |
Next step
Every prospect record, note and sequence history belongs to the client.
Nothing is retained, reused or carried to another engagement. That clause runs in both directions and it is why clients are willing to hand over the domain and the calendar.
Read the outreach rules See the team structure