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Agreement For Outsourcing Call Center Support

Agreement For Outsourcing Call Center Support Template for Philippines

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Key Requirements PROMPT example:

Agreement For Outsourcing Call Center Support

"I need an Agreement For Outsourcing Call Center Support for my US-based e-commerce company to engage a Philippine call center provider for 24/7 customer support services in English and Spanish, starting March 2025, with particular emphasis on data protection compliance and quality monitoring."

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Document background
The Agreement For Outsourcing Call Center Support is essential for businesses seeking to establish customer support operations in the Philippines, one of the world's leading BPO destinations. This document is typically used when a company wants to outsource its customer service, technical support, or other customer-facing operations to a Philippine call center provider. The agreement must comply with Philippine regulations, including the Data Privacy Act of 2012, Labor Code requirements, and BPO-specific regulations. It covers crucial aspects such as service level agreements, data security measures, staff training requirements, quality metrics, and operational procedures. The document is particularly relevant for international companies looking to leverage the Philippines' skilled workforce, competitive costs, and established BPO infrastructure while ensuring proper legal and operational safeguards are in place.
Suggested Sections

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 terms used throughout the agreement

4. Scope of Services: Detailed description of call center services to be provided, including channels, languages, and coverage hours

5. Service Provider Obligations: Key responsibilities of the call center provider, including staffing, training, and quality standards

6. Client Obligations: Responsibilities of the client, including provision of information, systems access, and training materials

7. Service Levels: Specific performance metrics, KPIs, and measurement methodologies

8. Data Protection and Security: Compliance with Philippine Data Privacy Act and security requirements for handling customer data

9. Confidentiality: Protection of confidential information of both parties and their customers

10. Personnel and Training: Requirements for staff selection, training, and ongoing development

11. Fees and Payment Terms: Pricing structure, payment terms, and billing procedures

12. Term and Termination: Duration of agreement, renewal terms, and termination provisions

13. Liability and Indemnification: Allocation of risks and responsibilities between parties

14. Force Majeure: Provisions for unforeseen circumstances affecting service delivery

15. Governing Law and Dispute Resolution: Application of Philippine law and dispute resolution procedures

Optional Sections

1. Technology and Systems: Detailed specifications for technology infrastructure and systems integration, included when the service provider uses client's systems

2. Business Continuity: Detailed disaster recovery and business continuity procedures, included for critical service operations

3. Transition Services: Procedures for service transition at start and end of contract, included for complex operations

4. Quality Monitoring: Specific quality assurance programs and monitoring rights, included for premium service levels

5. Intellectual Property Rights: Detailed IP provisions, included when custom solutions or materials are developed

6. Compliance with US/EU Standards: Additional compliance requirements, included when serving US or EU customers

7. Multi-language Support: Specific requirements for multi-language services, included when multiple language support is needed

8. Change Control: Procedures for implementing changes to services or requirements, included for long-term or complex engagements

Suggested Schedules

1. Schedule 1 - Service Descriptions: Detailed description of each service type to be provided

2. Schedule 2 - Service Level Agreement: Detailed SLA metrics, measurement methods, and penalties

3. Schedule 3 - Pricing and Payment Terms: Detailed fee structure, rates, and payment calculations

4. Schedule 4 - Key Personnel: List of key staff positions and minimum qualifications

5. Schedule 5 - Technical Requirements: Detailed technical specifications and requirements

6. Schedule 6 - Data Security Requirements: Specific security protocols and compliance requirements

7. Schedule 7 - Training Requirements: Detailed training programs and certification requirements

8. Schedule 8 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures

9. Appendix A - Call Scripts: Standard call handling scripts and procedures

10. Appendix B - Quality Monitoring Forms: Forms and criteria for quality assessment

11. Appendix C - Reporting Templates: Standard report formats and metrics

Authors

Alex Denne

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

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Agreement
Applicable Law
Authorized Representative
Business Day
Business Hours
Call Center Services
Confidential Information
Customer
Customer Data
Data Protection Laws
Deliverables
Dispute
Effective Date
Force Majeure Event
Good Industry Practice
Intellectual Property Rights
Key Performance Indicators
Material Breach
Notice
Operating Hours
Personal Data
Personnel
Quality Standards
Response Time
Service Credits
Service Levels
Service Level Agreement
Service Provider Systems
Services
Subcontractor
Term
Territory
Training Materials
Transition Period
Transition Services
Working Hours
Call Scripts
Client Systems
Client Materials
Disaster Recovery Plan
Emergency
Escalation Procedure
First Line Support
Incident
Implementation Plan
Key Personnel
Maintenance Window
Performance Reports
Queue Time
Resolution Time
Security Requirements
Service Commencement Date
Service Fees
Support Hours
System Availability
Third Party Software
Work Product
Clauses
Service Provision
Service Levels
Performance Standards
Data Protection
Data Security
Confidentiality
Personnel
Training
Quality Assurance
Technology Requirements
Payment Terms
Pricing
Intellectual Property
Liability
Indemnification
Insurance
Force Majeure
Term and Termination
Business Continuity
Disaster Recovery
Change Management
Dispute Resolution
Governing Law
Assignment
Subcontracting
Compliance
Audit Rights
Reporting
Non-Solicitation
Non-Competition
Transition Services
Exit Management
Notice
Entire Agreement
Severability
Waiver
Amendment
Health and Safety
Staff Welfare
Equipment and Infrastructure
Security Protocols
Customer Data Handling
Service Hours
Performance Monitoring
Escalation Procedures
Risk Management
Warranties
Records Retention
Relevant Industries

Financial Services

Telecommunications

E-commerce

Healthcare

Technology

Retail

Insurance

Travel and Hospitality

Utilities

Consumer Goods

Relevant Teams

Legal

Operations

Procurement

Compliance

Information Technology

Human Resources

Finance

Risk Management

Quality Assurance

Customer Service

Information Security

Vendor Management

Relevant Roles

Chief Operations Officer

Procurement Manager

Legal Counsel

Compliance Officer

Operations Director

Customer Service Manager

Contract Manager

Risk Manager

IT Security Manager

Data Protection Officer

Human Resources Director

Quality Assurance Manager

Business Development Manager

Finance Director

Vendor Management Officer

Industries
Data Privacy Act of 2012 (Republic Act 10173): Protects individual personal information in information and communications systems, including requirements for data handling, storage, and transfer
Labor Code of the Philippines: Governs employment relationships, working conditions, benefits, and other labor-related matters applicable to call center operations
Special Economic Zone Act of 1995 (Republic Act 7916): Provides framework for Philippine Economic Zone Authority (PEZA) zones where many call centers operate, including tax incentives and operational requirements
Department of Labor and Employment (DOLE) Guidelines for Night Workers: Specific regulations for night shift workers, common in call centers, including health and safety requirements
Cybercrime Prevention Act of 2012 (Republic Act 10175): Addresses cybersecurity and electronic data protection requirements relevant to call center operations
Foreign Investments Act of 1991 (Republic Act 7042): Regulates foreign investment and ownership in Philippine businesses, including BPO operations
Social Security Law (Republic Act 8282): Mandates social security coverage and benefits for employees in the Philippines
National Internal Revenue Code: Governs taxation aspects of outsourcing arrangements, including VAT on services and income tax implications
Electronic Commerce Act of 2000 (Republic Act 8792): Provides legal framework for electronic transactions and digital signatures relevant to call center operations
Philippine Competition Act (Republic Act 10667): Ensures fair competition and regulates anti-competitive practices in business arrangements
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

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