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.
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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
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