The desk,and the boundary.
What twenty seats do across sixteen apps, and the one rule that makes a payments-adjacent, advice-adjacent process safe to run on an outsourced floor.
Four workstreams, three teams.
Anything outside this is a change request — scoped and priced before it is performed, never absorbed inside the seat rate.
Chat & WhatsApp · 10 seats
Sixty-three per cent of contacts arrive here.
- Enquiry handling at concurrency
- How-do-I across all sixteen apps
- Order, booking and refund guidance
Voice · 6 seats
Inbound only. No dialer on this desk.
- Escalated and regional-language contacts
- Akon ID recovery and verification
- Scheduled callbacks on open cases
Back office · 4 seats
The payments and escalation engine.
- Akon Pay transaction investigation
- Merchant, rider and partner escalation
- Defect logging with evidence
Plus four non-billable heads: two team leaders, a quality analyst and an operations manager. Outside scope: product development, moderation at scale, merchant sales, payment reconciliation, refund execution and outbound selling.
Platform layer first, apps second.
Most contacts touch Akon ID, Akon Pay or Akon Coins regardless of which app the user opened. Agents certify on those three before anything else.
The platform layer
Registration, OTP, device change, KYC, wallet top-ups and refunds, failed transactions, coin balances.
Commerce & logistics
Order and booking disputes, delivery delays, rider and merchant escalation, listing and refund paths.
Regulated apps
Appointments, uploads, policy and claim status — all inside a strict no-advice boundary.
Lifestyle & community
Profile and verification queries, matching settings, consultation bookings, misuse reporting.
Explain. Never advise.
Healthcare, Legal, Finance and SafeInsure carry a hard boundary, drilled in certification and weighted in the scorecard.
The desk does
- Books and manages appointments, reschedules and cancellations.
- Guides the mechanics — which document, what format, why an upload failed.
- Reports status quoted from the record.
- Escalates anything asking for an opinion to the platform’s qualified panel.
The desk never
- Interprets a symptom, a contract or a policy.
- Recommends a doctor, a product, a plan or a course of action.
- Comments on an outcome — whether a claim will succeed.
- Moves money. Refunds and reversals are executed by Akontec, never the desk.
Twenty per cent of the quality score with a zeroing rule on the sampled case. First breach is retraining; second removes the agent from the process.
What the slabs pay on.
Severity is set by user impact, not by which app the contact arrived from. Anything touching money or access is P1.
| Sev | Definition | First response | Resolution | Feeds |
|---|---|---|---|---|
| P1 | Money or access affected — failed wallet transaction, suspected takeover, login blocked platform-wide. | 10 min | 4 hrs | Slab A |
| P2 | An app function broken, or an order disputed with a merchant involved. | 30 min | 1 day | Slab A |
| P3 | Single-user fault with a workaround, or a profile request. | 2 hrs | 2 days | Slab B |
| P4 | A how-do-I question or feedback with no deadline. | 4 hrs | 3 days | Slab B |
| Two consecutive cycles below floor → written improvement notice, thirty-day plan | Fixed leg keeps billing | |||
CSAT is collected by Akontec through an in-app prompt after closure, so the number Slab C pays on is not one the desk can influence.
Next: the numbers.
The full rate card, what makes a seat billable, and when each leg of the payment actually reaches your account.