Twenty-five collectors, and a supervision layer heavier than any other process we place

One team leader per twelve and one compliance analyst per twelve is roughly double the supervision a general voice campaign carries. It is deliberate.

Billable seat mix
Role	Seats	Requirement	Billable
Collector — United States portfolios	14	Neutral accent, certified on the federal conduct rules and the state matrix	Yes
Collector — United Kingdom portfolios	8	Certified on the UK conduct rules, vulnerability and forbearance	Yes
Collector — small commercial	3	Certified on both, plus commercial negotiation	Yes
Total productive seats	25	—	Billed per productive hour

Overlay

Management and compliance — your cost, already inside the rate

Not separately billable and not optional. A partner proposing to run this process with one team leader and a part-time auditor will not pass the readiness audit.

Role	Count at 25 seats	Ratio standard	Purpose
Team leader	2	1 per 12 collectors	Live floor supervision, side-by-side monitoring, first escalation
Compliance and call quality analyst	2	1 per 12 collectors	Call audit, disclosure verification, breach investigation
Trainer	1	1 per 40 during ramp	Induction, jurisdiction certification, monthly refresher and re-certification
Delivery manager	1	1 per engagement	Service level, recovery plans, creditor review
MIS and dialler analyst	1	1 per engagement	Campaign configuration, hour register, production and recovery reporting
Compliance officer	1	Named, dedicated	Owns the conduct framework, complaints, regulator correspondence, evidence

On this process the auditor is not overhead. The auditor is the reason the account survives its first regulatory complaint.

Rostering

Shift pattern

Permitted calling hours are set by the debtor's local time, which fixes the shift pattern rather than leaving it to preference. Weekend dialling is permitted only where the campaign configuration allows it, and never by exception at floor level.

Shift	Seats	Covers	India time, indicative
US — eastern band	9	Permitted window for eastern and central zones	Evening into early night
US — western band	8	Permitted window for mountain and pacific zones	Late night into early morning
United Kingdom	8	Permitted window across the UK	Afternoon into evening
Weekend	By configuration	Only where the campaign explicitly permits it	Never at floor discretion

Night-shift allowances, transport, statutory obligations for women on night shift and the associated facility cost are the service provider's and are reflected in the economics.

Certification

Certification is per jurisdiction, and it expires

A collector whose certification lapses cannot dial. Hours worked by an uncertified collector are neither billable nor defensible.

Stage	Content	Pass mark	Validity
Initial certification	Conduct rules, disclosure, prohibited statements, authority matrix, five assessed role-plays	90% closed-book, no serious role-play error	6 months
Re-certification	Refresher plus any rule change since the last sitting, two assessed role-plays	90%	6 months
Second jurisdiction	Full initial certification; never a conversion of the first	90%	6 months

Hiring profile

Unbranded job descriptions for each role accompany this proposal, so that you can advertise on your own letterhead — they carry no creditor name and no Akontec name.

Attribute	Why it matters	How it is tested
Composure under hostility	Most right-party contacts begin badly. A collector who escalates in tone creates a complaint.	Structured role-play with a hostile counterpart
Listening over talking	Ability to pay is discovered by listening. Scripted persistence collects less than a real conversation.	Recorded call assessment
Rule recall under pressure	Disclosure and prohibited statements must be automatic.	Closed-book conduct test, 90% to pass

Attrition is the largest single risk on this process. Every replacement costs twenty-one days of unbillable certification plus six weeks at reduced contact rate, and none of it is reimbursed. Build the bench before you need it.

Next step

Hire the compliance analyst before the twenty-fifth collector.

The supervision ratio is fixed by the engagement and cannot be traded away for margin.

Read the commercial terms See the onboarding plan