Project code
AK-ECAI-8508
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01Project proposal · AK-ECAI-8508
The project, stated plainly.
What the end client runs, what your workspace is responsible for, the volumes it is sized against, and the standard by which delivery is measured. Read this before the technology pages — the technology only matters if the project is worth having.
Category
Domestic
Hybrid delivery, INR
Coverage
24 / 7
365 days
Fleet
10 → 25
Virtual agents
The client side
Who the work comes from.
The end clients are eCommerce sellers and brand aggregators trading across Indian marketplaces — Amazon, Flipkart, Myntra, Meesho, Nykaa, Ajio and their own storefronts. They carry catalogues from a few hundred to several thousand SKUs and cannot justify a full in-house operations team for the volume they run.
Akontec holds the client contract, sets the commercial terms, and allocates seller accounts to partner workspaces. Your company delivers the work. The client relationship, pricing and contract remain with Akontec throughout — stated here so there is no ambiguity later.
Allocation is by seller account, not by ticket. You receive named accounts with a defined catalogue, defined channels and a defined service level, so your reviewer builds real familiarity with each one.
01 Scope
Six work streams, in scope.
| Stream | In scope | Out of scope |
|---|---|---|
| Catalogue | Listing creation, attribute completion, category mapping, copy and image compliance, bulk edits, listing health repair | Original photography, brand identity design, trademark filings |
| Pricing | Competitor tracking, rule-based repricing within the client's margin floor, promotion loading, parity checks | Setting the margin floor itself, discount strategy sign-off |
| Inventory | Cross-channel stock sync, reorder flags, dead-stock reporting, oversell prevention, reconciliation reporting | Physical warehousing, stock counts, logistics contracting |
| Orders | Confirmation, dispatch tracking, delay chasing, cancellation handling, marketplace case filing | Courier negotiation, packing, dispatch execution |
| Support | Buyer messages on marketplace inboxes, email, chat and own store; pre-purchase, order status, complaints, triage | Outbound sales calling, telemarketing, collections |
| Returns & refunds | Return authorisation, pickup chasing, inspection triage, eligibility, claim filing, settlement reconciliation | Refund disbursement from client funds, accounting sign-off |
Anything not listed as in scope is out of scope until it is added by written change note with a rate attached. Scope creep is the most common way a BPO project quietly loses money, so the register is maintained from day one.
02 Sizing
Volume bands the workspace is sized against.
These are planning bases, not commitments. Actual allocated volume depends on client demand and on your workspace's quality score.
| Monthly, per workspace | Ramp | Standard | Extended |
|---|---|---|---|
| Managed seller accounts | 3–5 | 8 | 11+ |
| Orders processed | 2,500 | 6,000 | 8,500 |
| Support contacts handled | 800 | 1,800 | 2,600 |
| Catalogue actions | 350 | 800 | 1,200 |
| Returns processed | 220 | 500 | 720 |
| Indicative gross payout | ₹80,000 | ₹1,30,000 | ₹1,83,000 |
| Your income after running cost | ₹50,000 | ₹96,000 | ₹1,45,000 |
Bands are computed from unit rates, not set arbitrarily. The rate card is on the commercials page.
03 Standard of delivery
What good looks like, measured.
| Measure | Threshold | How it is verified |
|---|---|---|
| Order confirmation TAT | Within 2 working hours | Panel timestamp, monthly report |
| Support first response | Marketplace policy window, or 4 hours, whichever is tighter | Channel-level SLA report |
| Listing accuracy | No published attribute or claim error | Weekly QC sample of 200 decisions |
| Pricing floor breaches | Zero | Hard block in code; every attempt logged |
| Return pickup follow-up | Within 24 hours of authorisation | Panel workflow state |
| Human review clearance | Queue cleared same working day | Review queue ageing report |
| Composite quality score | 85+ to hold band, 90+ for incentive | Monthly scorecard, shared with you |
The one thing that decides whether this works
The fleet clears volume. Your reviewer clears the queue. If the human review queue is not cleared each working day, drafts age, SLAs breach and the quality score falls — and the score is what holds your payout band. Every partner who has struggled with this project struggled there, not with the technology.
04 Boundaries
Akontec holds
- The end-client contract, pricing and commercial relationship
- The platform, the model layer and the guardrail engineering
- Volume allocation across partner workspaces
- The quality standard and the QC sampling function
- Client-facing escalation above your reviewer
Your company holds
- The workspace, its data and its day-to-day operation
- The human review decision on everything the fleet drafts
- Your reviewer, their training and their shift pattern
- Your own commercial entity, GST and statutory position
- The payout earned against delivered and verified work
Why Akontec allocates rather than running every workspace centrally: delivery capacity, local supervision and client-side coverage scale better through partners than through one floor. The build is the expensive part and it is already done. Distribution is the constraint.
Read the technology next, then the numbers.
The proposal only holds up if the AI does what it claims. That is the next page — how each agent is trained, evaluated and released into production.