RecoverOps / Onboarding and ramp
Section 08Twenty-one days to live dialling
Longer than any other Akontec process, for good reason. Certification and licensing cannot be compressed, and an uncertified collector on a live call is not a delay risk — it is a regulatory one.
| Window | Service provider | Akontec | Creditor |
|---|---|---|---|
| Days 1–3 | Execute agreement and confidentiality pack. Nominate the four named owners. Confirm bay, dialler and seat plan. | Issue contracting pack, open the partner record, assign account and delivery managers. | Confirm portfolio mix and system access list. |
| Days 2–8 | Hiring drive. Screen for composure and rule recall, not for call-centre tenure. | Provide the assessment pack and moderate the hostility role-play. | — |
| Days 3–9 | Organisation-level licensing and bonding where the placement's states require it. | Publish the current state position for the campaign. | Confirm which states are in scope. |
| Days 4–10 | Bay readiness: access control, CCTV, acoustic treatment, endpoint lockdown, no personal devices. | Readiness audit and gap list. | — |
| Days 5–12 | Dialler build: time-zone segmentation, permitted windows, frequency limits, recording and retention. | Verify that windows and limits are enforced in the system, not by policy. | — |
| Days 9–17 | Conduct training per jurisdiction. Disclosure drilled to automatic. Authority matrix and disposition codes. | Deliver the conduct module and moderate certification. | Provide the authority matrix and approved scripts. |
| Days 16–19 | Practice dialling against a test segment. Every call reviewed, disclosure verified on all. | Verify recording retrieval, disposition and suppression end to end. | — |
| Day 20 | Final certification. Only collectors at 90% closed-book with no serious role-play error are released. | Sign the go-live gate. | — |
| Day 21 | Wave one live — collectors on live dialling at 45% of the contact standard. | Daily hypercare for the first 15 business days; 100% call audit for two weeks. | Complaint routing desk on standby. |
The gate is not compressed to hold a date. If
licensing, the dialler build or certification slips, the wave slips with it. A partner who cannot
close the readiness gap list inside the window will be offered a later wave rather than a
compressed one.
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 25 seats available with headroom to 50, in a single dedicated bay | Readiness audit |
| Dialler capability | A dialler that can segment by state and time zone and enforce frequency limits in the system | Readiness audit |
| Recording and retrieval | Full-call recording with retention to the regulatory schedule and retrieval by account reference within one business day | Readiness audit |
| Compliance function | A named, dedicated compliance officer and two compliance analysts at 25 seats | Readiness audit |
| Licensing | Willingness to obtain and maintain any state registration or bonding the placement requires, at your own cost | Contracting and quarterly |
| 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, production, recovery plans, daily review |
| Technical owner | Dialler configuration, recording, connectivity, endpoint controls |
| Billing owner | Hour register accuracy, invoice preparation and reconciliation |
| 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 suspected serious conduct breach, however minor it looks on the recording.
- Any contact from a regulator, ombudsman, court or debtor's solicitor.
- Any instruction to collect outside the authority matrix or the approved script.
- Any approach to your organisation by the creditor to contract directly.
Next step
Twenty-five seats, a dialler that segments by state, and a named compliance officer.
If you can meet that, the rest of the onboarding is a twenty-one-day process we run every quarter.
Apply to deliver this process Read the partner FAQ