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1. Multi-language Support: Required when services need to be provided in multiple languages, specifying language requirements and standards

2. Specialized Industry Compliance: Added for specific industries like healthcare or financial services requiring additional regulatory compliance

3. International Data Transfer: Required when call center operations involve cross-border data transfers

4. Technology Integration: Needed when specific client systems or technologies must be integrated with call center operations

5. Social Media Channel Support: Added when call center services extend to social media customer service

6. White Labeling Requirements: Include when call center staff need to represent themselves as client company employees

7. Seasonal Capacity Planning: Required for businesses with significant seasonal variations in call volumes

1. Schedule A - Service Level Metrics: Detailed breakdown of all performance metrics, calculation methods, and targets

2. Schedule B - Pricing Schedule: Detailed pricing structure, including base fees, volume-based pricing, and performance incentives

3. Schedule C - Technical Requirements: Specific technology, software, and infrastructure requirements

4. Schedule D - Security Standards: Detailed security protocols, access controls, and compliance requirements

5. Schedule E - Training Requirements: Specific training programs, certifications, and ongoing education requirements

6. Schedule F - Reporting Templates: Standard formats for various required reports and performance dashboards

7. Schedule G - Business Continuity Plan: Detailed procedures for maintaining service during various types of disruptions

8. Appendix 1 - Key Personnel: List of key contacts and responsible personnel from both parties

9. Appendix 2 - Call Scripts: Approved scripts and conversation guidelines for different types of calls