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1. Parties: Identification of service provider and client, including legal names and addresses
2. Background: Context of the agreement and brief description of services to be provided
3. Definitions: Key terms used throughout the agreement
4. Services Description: Detailed outline of call center services to be provided
5. Service Levels: Specific performance metrics and standards (e.g., response times, queue times, resolution rates)
6. Performance Monitoring: Methods and frequency of performance measurement and reporting
7. Data Protection and Security: Requirements for handling customer data and maintaining security
8. Term and Termination: Duration of agreement and termination conditions
1. Disaster Recovery: Business continuity plans and procedures for critical service operations or when handling sensitive data
2. Training Requirements: Specific training standards and programs when specific expertise or certification is required
3. Multi-language Support: Requirements for supporting multiple languages when serving diverse language populations
4. Technology Requirements: Specific technology or system requirements when integration with client systems is needed
1. Schedule A - Service Level Metrics: Detailed performance metrics and calculation methods
2. Schedule B - Pricing and Payment Terms: Fee structure, payment terms, and penalties
3. Schedule C - Data Security Standards: Detailed security requirements and compliance standards
4. Schedule D - Call Scripts: Approved scripts and procedures for different call types
5. Schedule E - Reporting Templates: Standard formats for performance reporting
6. Schedule F - Business Continuity Plan: Detailed disaster recovery and continuity procedures
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