1. Parties: Identification of the service provider and client, including their legal details and authorized representatives
2. Background: Context of the agreement, purpose of engaging call center services, and brief overview of intended services
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terminology used throughout the agreement
4. Scope of Services: Detailed description of call center services to be provided, including channels, languages, and service hours
5. Service Provider Obligations: Core responsibilities of the call center provider, including staffing, training, quality assurance, and reporting
6. Client Obligations: Client's responsibilities including providing necessary information, access, and support
7. Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements
8. Data Protection and Security: Requirements for handling customer data, security protocols, and compliance with Indonesian data protection laws
9. Personnel and Training: Requirements for staff qualification, training programs, and ongoing skill development
10. Operational Requirements: Specific operational procedures, quality monitoring, and escalation protocols
11. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Intellectual Property: Ownership and usage rights of systems, data, and materials
14. Confidentiality: Protection of confidential information from both parties
15. Force Majeure: Provisions for handling unforeseen circumstances and service interruptions
16. Dispute Resolution: Process for resolving disputes under Indonesian law
17. General Provisions: Standard legal clauses including notices, amendments, and governing law
