Hourly against productive time, with an incentive band on recovery

USD 9.00 per productive collector-hour. There is no per-seat monthly fee and no per-account or per-dollar-collected component in the base.

Term	Basis
Base rate	USD 9.00 per productive collector-hour. There is no per-seat monthly fee and no per-account or per-dollar-collected component in the base.
Definition of a productive hour	Time a certified collector is logged into the campaign and available, dialling or in conversation. It excludes breaks, briefings, coaching, training, system downtime and any time on another campaign. Measured from dialler login reports, not from a timesheet.
Incentive band	Up to 8% of base billing for the quarter. Payable only where the compliance score is 100 and the call quality score is 90 or above for every month in the quarter.
Seat band	Minimum 15 seats. Maximum 50 without a fresh capacity review. Wave plan agreed at contracting.
Ramp and training	Training and certification hours before release to live dialling are never billable. Billing starts on the collector's first live dialling hour.
Downtime	Dialler or system downtime attributable to the service provider is not billable. Downtime attributable to the creditor is billable up to 8 hours per month on evidence.
Minimum billable block	Productive hours are recorded to the nearest quarter hour from the dialler report. There is no rounding up of a part shift.
Campaign pause	Where a portfolio is recalled or a campaign paused, billing stops at the end of the last dialling day. Seats are held or released on 60 days' notice, not on the pause.
Invoicing	Service provider invoices Akontec by the 3rd working day of the following month with the hour register and the compliance summary attached.
Payment terms	To be completed at contracting — days from receipt of a correct invoice.
Currency	Invoiced in USD, remitted in INR at the reference rate on the invoice date. Bank charges borne by the party incurring them.
Taxes	Exclusive of GST and of any withholding. Each party bears its own statutory obligations.
Term and notice	Initial term 12 months, auto-renewing. 60 days' written notice on staffed seats.
Exclusivity	The service provider will not take a directly competing collections engagement onto the same bay or with the same certified collectors during the term.
Insurance	Professional indemnity and cyber liability cover appropriate to the seat count, maintained throughout the term and evidenced annually.
Conduct condition	A confirmed serious conduct breach suspends the incentive for the quarter in which it occurred, regardless of recovery performance.

Why hourly and not per seat. Collections floors do not run at even occupancy. Campaigns pause, portfolios are recalled, and calling windows compress on public holidays. Hourly billing means you are paid for what you actually deliver and are not carrying idle chairs on a slow week — and it means the creditor cannot ask you to absorb a pause that was its own decision.

Incentive

What counts as recovery

Net recovery is defined once, at contracting, and does not move. It is what the creditor actually banks against accounts your floor worked.

Included

Payments against accounts your collectors contacted in the quarter or the preceding 60 days.
Settlements agreed by your collectors inside the authority matrix and honoured by the debtor.
Instalments received under an arrangement your collectors set up.
Payments through the creditor's channel after a call that prompted them.
Recoveries on accounts later returned, to the return date.

Excluded

Payments on accounts your floor never contacted.
Payments received after the creditor recalled the account.
The unpaid balance of an arrangement.
Reversals and returned payments, which are deducted.
Amounts collected on a call later found to be a breach.

When the incentive is paid. The quarter closes on its last working day. The creditor confirms the recovery figure and Akontec verifies the compliance and quality condition for all three months within fifteen working days. The determination is issued in writing with the workings within twenty, and is invoiced with the following month's billing.

Evidence

The hour register

The document the invoice is built from. It is machine-generated from the dialler, which is why most disputes on this process are about attribution of downtime rather than about the hours themselves — log every outage with a reference at the time it happens, not at month end.

Column	Content
Collector identifier	Internal employee number, matched to the certification register
Campaign and jurisdiction	Which portfolio and which country the hours were worked on
Certification status on the day	Current, expired or in-ramp. Hours worked by an uncertified collector are not billable and are a finding
Logged-in hours	Raw dialler login time for the day
Non-productive deductions	Breaks, briefings, coaching, training and downtime, itemised by reason
Productive hours claimed	Logged-in less deductions. This is the billed figure
Downtime attribution	Provider-side or creditor-side, with the incident reference

The certification register

Submitted with the hour register every month. It is the document that makes the hours defensible if a call is ever questioned, and it is checked against the hours claimed.

Column	Content
Jurisdictions certified	United States, United Kingdom, or both. Listed separately, never as a combined status
Certification date and expiry	Six months from the sitting date. A collector inside 14 days of expiry is flagged
Last re-certification score	The closed-book result and the role-play outcome
Status	Cleared to dial, in ramp, suspended pending investigation, or lapsed

What is never billable

Item	Why it sits with the service provider
Induction and certification hours	Priced into the rate; billing starts at the first live dialling hour
Coaching, calibration and team briefings	Supervision is a condition of the engagement, not a chargeable resource
The management and compliance overlay	Already inside the rate
Provider-side dialler, telephony or power failure	The floor and its infrastructure are yours
Re-working a call the collector got wrong	Correcting your own defect is part of the work

Next step

Occupancy shows up in the top line, not in a service level.

The rate is paid on productive hours, not logged-in hours. Roster discipline is worth more on this process than on any other Akontec places.

See the provider economics Apply to deliver