What the service provider owns, and what stays with the creditor

The portfolio mix, the three-way split, and the one line that is absolute: your floor never touches money.

Portfolio profile

Indicative of the current placement and will move over the term. Jurisdiction splits are firm: a collector certified for one country does not work the other.

Portfolio	Share	Jurisdiction	Typical balance
Consumer credit card and personal loan	~30%	United States	USD 400–6,000
Telecommunications and utility	~18%	United States	USD 80–900
Retail and buy-now-pay-later	~14%	United States	USD 60–1,200
Consumer credit and personal lending	~20%	United Kingdom	GBP 300–5,000
Utility and communications	~10%	United Kingdom	GBP 70–800
Small commercial and trade receivables	~8%	Both	USD/GBP 500–15,000

Responsibility split

Function	Creditor	Akontec	Service provider
Ownership of the debt and the placement decision	Owns	—	—
Settlement and instalment authority matrix	Sets	Publishes and controls	Works inside it
Collection system of record	Owns	Coordinates access	Uses
Dialler, telephony and call recording	—	Sets the standard	Owns and operates
Dialling strategy and campaign configuration	—	Approves	Executes
Collector hiring, licensing checks and payroll	—	Sets standards	Owns
Compliance monitoring and call audit	Audits	Re-audits and calibrates	Owns first-line monitoring
Written correspondence to debtors	Owns	—	Requests only
Payment capture and reconciliation	Owns	—	Never touches funds
Complaint handling and regulatory response	Owns	Coordinates	Reports within 24 hours

The line on funds is absolute. Your floor never touches money. Collectors direct the debtor to the creditor's own payment channel and confirm the arrangement; they do not take a card number or bank detail over the phone under any circumstance. Every control on this process is built on that assumption.

Out of scope

Explicitly outside the engagement

A request to perform any of these is an escalation, not a task, and it is recorded in the out-of-scope register.

Taking a card number, bank detail or any payment instrument over the phone.
Any statement about credit reporting, legal action, arrest, wage attachment or asset seizure beyond the exact approved script.
Discussing the account with anyone other than the debtor or an authorised representative.
Agreeing a settlement, discount or arrangement outside the authority matrix.

Contacting a debtor at a workplace or number they have asked you not to use.
Continuing contact after a cease request, a dispute, a bankruptcy or insolvency notice, or the identification of a vulnerable customer.
Sending any letter, email or message to a debtor in your own name or the creditor's.
Sub-contracting any part of the work, or moving it to a second site, without written consent.

Allocation

How work reaches the floor

Accounts are not chosen by collectors. Each campaign is configured against a strategy that sets which accounts are dialled, in what order, at what time of day and how often. The strategy is proposed by the service provider, approved by Akontec against the creditor's rules, and changed only through that route.

Contact frequency limits are enforced in the dialler, not left to the collector to remember. A manual override is a serious breach, not a supervisor's discretion.

Every call is recorded in full, including the disclosure, and retained for the period in the regulatory schedule. Recordings are stored inside the agreed boundary and are retrievable by account reference within one business day of a request.

Every contact is dispositioned against a fixed code set, with the outcome, any arrangement agreed and the next action recorded before the collector takes the next call. A call left undispositioned is a compliance finding, not an administrative slip.

Standing documents

Document	Maintained by	Reviewed	Purpose
Approved call scripts and rebuttals	Akontec, from creditor-approved text	Monthly	The only language a collector may use on the regulated points
Authority matrix	Creditor, published by Akontec	Monthly	Settlement floors, instalment limits, who may approve an exception
Dialling strategy	Provider, approved by Akontec	Weekly	Segments, attempt limits, calling windows by jurisdiction
Disposition code set	Akontec	Quarterly	Fixed outcome codes; nothing is recorded free-text
Vulnerability and forbearance guide	Akontec	Quarterly	How to identify, what to stop doing, where to route
Out-of-scope register	Akontec	As raised	Requests refused at floor level and the outcome

Next step

A provider whose dialler cannot segment by state is not ready for this process.

That is checked at the readiness audit, before a single call is placed.

See the conduct rules Read the team structure