The Call Centre Outsourcing Agreement is essential for businesses seeking to outsource their customer service operations in Pakistan. This document is particularly relevant in the context of Pakistan's growing business process outsourcing sector and must comply with local telecommunications regulations, data protection requirements, and labor laws. The agreement typically comes into play when companies want to leverage external expertise for customer service operations while maintaining quality standards and protecting sensitive information. It addresses crucial aspects such as service levels, staffing requirements, data security, and operational procedures, while ensuring compliance with Pakistani legal framework including the Prevention of Electronic Crimes Act 2016 and the Pakistan Telecommunication (Re-organization) Act, 1996.
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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 terms used throughout the agreement
4. Scope of Services: Detailed description of call centre services to be provided
5. Term and Renewal: Duration of the agreement and conditions for renewal
6. Service Provider Obligations: Key responsibilities and commitments of the call centre provider
7. Client Obligations: Key responsibilities and commitments of the client
8. Service Levels: Performance standards, KPIs, and measurement criteria
9. Personnel and Training: Requirements for staff qualification, training, and management
10. Data Protection and Security: Obligations regarding data handling, security measures, and confidentiality
11. Quality Assurance: Quality control measures and monitoring procedures
12. Fees and Payment: Pricing structure, payment terms, and invoicing procedures
13. Intellectual Property: Ownership and usage rights of IP, including client materials
14. Confidentiality: Protection of confidential information and trade secrets
15. Compliance with Laws: Obligations to comply with relevant Pakistani laws and regulations
16. Liability and Indemnification: Risk allocation, limitation of liability, and indemnification provisions
17. Termination: Grounds for termination and post-termination obligations
18. Dispute Resolution: Process for resolving disputes, including jurisdiction and governing law
19. General Provisions: Standard boilerplate clauses including force majeure, notices, and amendments
1. Business Continuity: Disaster recovery and business continuity requirements, optional for critical service arrangements
2. Transition Services: Provisions for handover of services at the start and end of the contract, needed for complex operations
3. Technology Requirements: Specific technology and system requirements, needed if client requires specific platforms or integration
4. Foreign Exchange Provisions: Special provisions for handling international payments, needed for offshore clients
5. Subcontracting: Rules and permissions for subcontracting services, needed if provider may use third parties
6. Insurance: Specific insurance requirements, needed for high-risk or regulated services
7. Anti-Bribery and Corruption: Specific provisions for anti-corruption compliance, needed for international clients
8. Change Control: Formal process for managing changes to services or requirements, needed for complex services
1. Schedule 1 - Service Description: Detailed description of all services to be provided, including processes and procedures
2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements
3. Schedule 3 - Charges and Payment Terms: Detailed pricing structure, including any variable elements and calculation methods
4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation and go-live
5. Schedule 5 - Security and Data Protection Requirements: Detailed security protocols, data handling procedures, and compliance requirements
6. Schedule 6 - Staff Requirements: Qualification requirements, training standards, and key personnel
7. Schedule 7 - Approved Subcontractors: List of approved subcontractors and their roles if applicable
8. Schedule 8 - Client Materials and Systems: Details of client-provided materials, systems, and access requirements
9. Appendix A - Call Scripts: Approved call scripts and communication protocols
10. Appendix B - Reporting Templates: Standard formats for required operational and performance reports
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