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1. Parties: Identification of the service provider and client, including registered addresses and company details
2. Background: Context of the agreement and brief description of the parties' business relationship
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terms used throughout the agreement
4. Scope of Services: Detailed description of call center services to be provided, including types of calls, channels, and coverage hours
5. Service Provider Obligations: Key responsibilities and commitments of the call center service provider
6. Client Obligations: Responsibilities and commitments of the client, including provision of necessary information and resources
7. Service Levels and KPIs: Detailed performance metrics, measurement methodologies, and reporting requirements
8. Quality Assurance: Standards for call quality, monitoring procedures, and quality control measures
9. Staff and Training: Requirements for staff qualification, training, and ongoing development
10. Data Protection and Security: Measures for protecting customer data and ensuring compliance with privacy laws
11. Pricing and Payment Terms: Fee structure, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Confidentiality: Provisions for handling confidential information of both parties
14. Business Continuity: Disaster recovery and business continuity requirements
15. Dispute Resolution: Procedures for handling disputes between parties
16. Governing Law: Applicable law and jurisdiction
1. Transition Services: Include when there's a transition from another service provider or when complex setup is required
2. Technology Requirements: Include when specific technology or systems integration is crucial to service delivery
3. Multilingual Services: Include when services are to be provided in multiple languages
4. Performance Incentives: Include when bonus/penalty system is implemented for performance
5. Client Branding Requirements: Include when specific branding or customer experience requirements exist
6. Compliance with Industry Standards: Include for specialized industries (e.g., healthcare, financial services)
7. Third-Party Integration: Include when services require integration with third-party systems or providers
8. International Data Transfer: Include when services involve cross-border data transfer
9. Intellectual Property Rights: Include when custom solutions or materials are developed
10. Force Majeure: Include detailed force majeure provisions for critical services
1. Schedule A - Service Level Metrics: Detailed KPIs, targets, and calculation methodologies
2. Schedule B - Pricing Structure: Detailed breakdown of pricing, including variable costs and special rates
3. Schedule C - Operational Procedures: Detailed procedures for daily operations, escalation protocols, and reporting
4. Schedule D - Technology Specifications: Technical requirements, system specifications, and integration details
5. Schedule E - Training Requirements: Detailed training programs, certification requirements, and ongoing development plans
6. Schedule F - Quality Monitoring Framework: Quality assessment criteria, monitoring procedures, and scoring methodology
7. Schedule G - Reporting Templates: Standard formats for various reports required under the agreement
8. Schedule H - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
9. Appendix 1 - Contact Details: Key contacts and escalation matrix for both parties
10. Appendix 2 - Security Policies: Detailed information security and data protection policies
Banking & Financial Services
Healthcare
Retail & E-commerce
Technology & Software
Telecommunications
Insurance
Travel & Hospitality
Utilities
Manufacturing
Media & Entertainment
Legal
Operations
Customer Service
Information Technology
Procurement
Compliance
Quality Assurance
Risk Management
Data Protection
Finance
Human Resources
Business Development
Chief Operations Officer
Customer Service Director
Procurement Manager
Legal Counsel
Compliance Officer
Operations Manager
Quality Assurance Manager
Call Center Manager
Contract Manager
IT Director
Data Protection Officer
Service Delivery Manager
Business Development Manager
Risk Manager
Performance Analytics Manager
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