Ƶ

Call Center Service Level Agreement for India

Call Center Service Level Agreement Template for India

A comprehensive legal agreement governed by Indian law that establishes the terms and conditions for outsourced call center services. This document outlines service level requirements, performance metrics, quality standards, and operational procedures between a call center service provider and a client organization. It includes specific provisions compliant with Indian IT Act and data protection regulations, covering aspects such as data security, staff training, quality monitoring, and business continuity. The agreement also addresses regulatory compliance requirements specific to the Indian outsourcing industry and incorporates relevant labor laws and telecommunications regulations.

Your data doesn't train Genie's AI

You keep IP ownership of your information

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Download a Standard Template

4.6 / 5
4.8 / 5
Access for free
OR

Alternatively: Run an advanced review of an existing
Call Center Service Level Agreement

Let Ƶ's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.

What is a Call Center Service Level Agreement?

This Call Center Service Level Agreement is designed for organizations seeking to establish or formalize their relationship with outsourced customer service providers in India. The document is particularly relevant in today's business environment where companies increasingly rely on specialized call center services for customer support, sales, and back-office operations. It addresses critical aspects such as service quality metrics, data protection requirements under Indian law, operational procedures, and performance monitoring. The agreement incorporates compliance requirements from various Indian regulations including the IT Act 2000, data protection rules, and relevant labor laws. It's structured to protect both service provider and client interests while ensuring transparent service delivery standards and clear accountability measures. This document is essential for businesses operating in India or engaging Indian call center service providers, providing a robust framework for managing service quality and operational expectations.

What sections should be included in a Call Center Service Level Agreement?

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

What sections are optional to include in a Call Center Service Level Agreement?

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

What schedules should be included in a Call Center Service Level Agreement?

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

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

India

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions



















































Clauses





































Relevant Industries

Banking & Financial Services

Healthcare

Retail & E-commerce

Technology & Software

Telecommunications

Insurance

Travel & Hospitality

Utilities

Manufacturing

Media & Entertainment

Relevant Teams

Legal

Operations

Customer Service

Information Technology

Procurement

Compliance

Quality Assurance

Risk Management

Data Protection

Finance

Human Resources

Business Development

Relevant Roles

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

Industries










Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

Maintaining SLA

An Indian-law governed Service Level Agreement (SLA) Maintenance Contract defining service standards, maintenance obligations, and performance metrics between service provider and customer.

find out more

Network SLA Monitoring

An Indian law-governed agreement establishing network service level monitoring requirements and performance standards between service providers and clients.

find out more

Meeting SLA

An Indian law-governed Service Level Agreement defining performance standards and quality metrics for meeting and conferencing services.

find out more

Document SLA

An Indian-law governed Service Level Agreement defining service standards, performance metrics, and mutual obligations between service provider and recipient.

find out more

SLA Production

An Indian law-governed Service Level Agreement defining performance metrics and quality standards for production services.

find out more

Sla In (Insurance)

An India-compliant Service Level Agreement template for insurance services, aligned with IRDAI regulations and Indian contract law.

find out more

SLA In HR

An HR Service Level Agreement governed by Indian law that defines performance metrics and standards for outsourced HR services.

find out more

SLA For IT Support Services

An Indian law-governed SLA defining terms, conditions, and service levels for IT support services provision, ensuring compliance with local IT regulations.

find out more

SLA Delivery Time

An India-compliant Service Level Agreement template focusing on delivery time commitments and performance standards, aligned with Indian contract law.

find out more

Service Level Agreement For Schools

An India-compliant Service Level Agreement template for schools and their service providers, incorporating educational regulatory requirements and service delivery standards.

find out more

Service Level Agreement For Digital Marketing

An Indian law-governed Service Level Agreement defining terms, metrics, and compliance requirements for digital marketing services.

find out more

P1 Incident SLA

Priority 1 (P1) Incident Service Level Agreement defining critical incident response requirements and commitments under Indian jurisdiction.

find out more

SLA Enterprise

An Enterprise Service Level Agreement under Indian law defining service terms, performance metrics, and compliance requirements for enterprise-level services.

find out more

Sla (Healthcare)

An Indian law-governed Healthcare Service Level Agreement defining performance standards and compliance requirements for healthcare service delivery.

find out more

SLA Uptime

An Indian law-governed Service Level Agreement defining uptime commitments, performance metrics, and remedies for service disruptions.

find out more

Sales SLA

An Indian law-governed Service Level Agreement defining sales service standards, performance metrics, and accountability measures between provider and customer.

find out more

Response SLA

An Indian law-governed Service Level Agreement defining response time commitments, metrics, and remedies for service delivery.

find out more

Cleaning Service Level Agreement

An Indian law-governed agreement establishing terms, conditions, and performance standards for professional cleaning services.

find out more

Task SLA

An Indian jurisdiction Task SLA defining performance metrics, service standards, and remediation procedures for specific task execution between service provider and recipient.

find out more

SLA Training

An Indian law-governed agreement establishing performance metrics and delivery standards for professional training services.

find out more

SLA Time For Incidents

An Indian law-governed Service Level Agreement defining incident response time commitments and management procedures between service providers and clients.

find out more

SLA Tier 3

A Tier 3 Service Level Agreement under Indian law for high-availability data center services with 99.982% uptime commitment and redundant infrastructure systems.

find out more

SLA Storage

An Indian law-governed agreement defining terms, conditions, and service levels for data storage services, ensuring compliance with local regulations and industry standards.

find out more

SLA Employee

An Indian law-governed Employee SLA defining employment terms and performance metrics while ensuring compliance with Indian labor regulations.

find out more

SLA Database

An Indian law-governed SLA defining performance metrics and obligations for database management services, including uptime, security, and support requirements.

find out more

SLA Audit

An Indian law-governed document for evaluating and documenting Service Level Agreement compliance and performance metrics.

find out more

Shipping SLA

An Indian jurisdiction Service Level Agreement establishing performance standards and obligations for shipping services between provider and customer.

find out more

Latency SLA

An Indian law-governed agreement establishing latency-related service levels, measurement methods, and remedies for performance breaches in IT service delivery.

find out more

Service Level Agreement In Crm

An Indian-law compliant Service Level Agreement for CRM services, defining performance standards and operational requirements under Indian IT and data protection regulations.

find out more

Service Level Agreement Graphic Design

An Indian law-compliant Service Level Agreement for graphic design services, establishing service standards and deliverables.

find out more

Premium SLA

Premium Service Level Agreement template for high-value enterprise services, compliant with Indian law and regulations.

find out more

Performance SLA

Indian-law compliant Performance SLA template defining service standards, metrics, and remedies for service delivery management.

find out more

Outside SLA

An Outside SLA agreement under Indian law for services provided without standard service level guarantees.

find out more

Monthly SLA

A Monthly Service Level Agreement under Indian law defining service commitments, performance metrics, and compliance requirements between service provider and recipient.

find out more

Guaranteed SLA

An Indian law-compliant Guaranteed Service Level Agreement template establishing binding service commitments with specific performance metrics and penalties.

find out more

Finance SLA

An Indian law-governed service level agreement for financial services operations, establishing performance metrics and regulatory compliance requirements.

find out more

Easy SLA

A simplified Service Level Agreement template under Indian law, designed for straightforward service commitments between providers and customers.

find out more

Demo SLA

An Indian law-governed Service Level Agreement establishing service standards, performance metrics, and delivery commitments between service provider and recipient.

find out more

Level 3 SLA

An Indian law-governed Level 3 Service Level Agreement for enterprise-grade IT services with comprehensive performance metrics and compliance requirements.

find out more

Compute SLA

An Indian law-governed agreement defining service levels and obligations for computing services, with specific performance metrics and remedies.

find out more
See more related templates

ұԾ’s Security Promise

Genie is the safest place to draft. Here’s how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; ұԾ’s AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

We are ISO27001 certified, so your data is secure

Organizational security:

You retain IP ownership of your documents and their information

You have full control over your data and who gets to see it