The Call Center Outsourcing Agreement is essential for businesses looking to externalize their customer service operations while maintaining control over quality and compliance. This document, governed by Singapore law, establishes the framework for service delivery, performance standards, and regulatory compliance, particularly with PDPA requirements. It defines responsibilities, service levels, data protection measures, and operational procedures, making it crucial for businesses seeking to optimize their customer service operations while ensuring legal compliance and risk management.
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1. Parties: Identification of contracting parties and their legal details
2. Background: Context and purpose of the agreement
3. Definitions: Key terms used throughout the agreement
4. Services: Detailed description of call center services to be provided
5. Service Levels: Performance metrics, KPIs, and quality standards
6. Data Protection and Privacy: PDPA compliance and data handling requirements
7. Confidentiality: Protection of confidential information and trade secrets
8. Payment Terms: Pricing, invoicing, and payment conditions
9. Term and Termination: Duration, renewal, and termination provisions
1. Business Continuity: Disaster recovery and business continuity plans for critical operations or high-value contracts
2. Technology Requirements: Specific technical infrastructure requirements when specific technology platforms are required
3. Training: Staff training and development requirements when specific qualifications or training standards are needed
4. Transition Services: Provisions for service transition and knowledge transfer when complex operational handover is required
1. Service Level Agreement (SLA): Detailed performance metrics and measurement criteria
2. Pricing Schedule: Detailed pricing structure and calculation methodology
3. Data Processing Agreement: Detailed data protection and processing requirements
4. Technical Requirements: Detailed technical specifications and requirements
5. Training Manual: Staff training procedures and requirements
6. Business Continuity Plan: Detailed disaster recovery and continuity procedures
7. Contact Details: Key personnel and escalation contacts
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