All Countries
Procurement
Call Centre Outsourcing Agreement

Call Centre Outsourcing Agreement Template for United Arab Emirates

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Call Centre Outsourcing Agreement

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Call Centre Outsourcing Agreement

"I need a Call Centre Outsourcing Agreement for our Dubai-based fintech company to outsource customer support operations, with strong emphasis on data protection compliance and handling of financial information, including 24/7 service coverage and multilingual support in English and Arabic."

Celebrated by
Collaborations with
Investors
Document background
The Call Centre Outsourcing Agreement is designed for businesses operating in the UAE who wish to outsource their customer service operations to specialized service providers. This document is essential when a company needs to establish a formal relationship with a call centre operator while ensuring compliance with UAE federal laws, including Federal Law No. 33 of 2021 (Data Protection), Federal Law No. 8 of 1980 (Labor Law), and relevant telecommunications regulations. The agreement covers crucial aspects such as service levels, staff management, data protection, technology requirements, and operational procedures, while incorporating specific UAE regulatory requirements and business practices. It is particularly relevant for companies seeking to optimize their customer service operations while maintaining control over quality and compliance.
Suggested Sections

1. Parties: Identification of the service provider and client company

2. Background: Context of the agreement and brief description of parties' business activities

3. Definitions: Defined 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 renewal provisions

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. Charges and Payment: Pricing, payment terms, and invoicing procedures

10. Data Protection and Confidentiality: Obligations regarding data handling, privacy, and confidential information

11. Staff and Training: Requirements for staff qualification, training, and management

12. Compliance with Laws: Obligations to comply with UAE laws and regulations

13. Intellectual Property: IP rights and licensing provisions

14. Liability and Indemnification: Allocation of risks and indemnification obligations

15. Termination: Termination rights and procedures

16. Post-Termination: Obligations and procedures following termination

17. General Provisions: Standard boilerplate clauses including governing law, notices, etc.

Optional Sections

1. Technology and Systems: Detailed provisions regarding technology infrastructure and systems integration, needed if the service provider uses their own technology systems

2. Business Continuity: Disaster recovery and business continuity requirements, recommended for critical service arrangements

3. Language Requirements: Specific language capability requirements, needed for multilingual service delivery

4. Change Control: Procedures for implementing changes to services or systems, needed for complex service arrangements

5. Quality Monitoring: Specific quality control and monitoring procedures, recommended for high-value or sensitive customer service arrangements

6. Security Requirements: Enhanced security measures and protocols, needed for handling sensitive data or financial services

7. Compliance with Industry Standards: Specific industry certification or compliance requirements, needed for regulated industries

Suggested Schedules

1. Schedule 1 - Services Description: Detailed description of all services to be provided

2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements

3. Schedule 3 - Charges: Detailed pricing structure, including any variable elements and calculation methods

4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation

5. Schedule 5 - Staff Requirements: Detailed staffing requirements, qualifications, and training standards

6. Schedule 6 - Technical Requirements: Systems, technology, and infrastructure specifications

7. Schedule 7 - Operational Procedures: Detailed procedures for day-to-day operations and issue resolution

8. Schedule 8 - Data Protection Requirements: Specific data handling procedures and security requirements

9. Schedule 9 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures

10. Schedule 10 - Form of Reports: Templates and formats for required reporting

11. Appendix A - Approved Subcontractors: List of approved subcontractors if applicable

12. Appendix B - Key Personnel: List of key personnel from both parties

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
Abandoned Call
Acceptance Criteria
Applicable Laws
Authorized Representative
Average Handling Time
Business Day
Business Hours
Call
Call Centre
Call Centre Services
Call Recording
Change Control
Change Request
Charges
Client Data
Client Systems
Commencement Date
Confidential Information
Customer
Customer Data
Data Protection Laws
Disaster Recovery Plan
Effective Date
Emergency
First Call Resolution
Force Majeure Event
Good Industry Practice
Implementation Period
Implementation Plan
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators
Key Personnel
Material Breach
Operating Procedures
Performance Credits
Performance Reports
Personal Data
Quality Standards
Response Time
Service Credits
Service Levels
Service Provider Personnel
Service Provider Systems
Services
Service Commencement Date
Site
SLA
Staff
Subcontractor
System Availability
TDRA
Term
Territory
Third Party
UAE
Working Hours
Work Product
Clauses
Services
Service Levels
Implementation
Staff and Resources
Training
Performance Monitoring
Quality Control
Reporting
Data Protection
Confidentiality
Technology Requirements
Systems Access
Business Continuity
Disaster Recovery
Security
Charges
Invoicing
Payment
Intellectual Property
Warranties
Representations
Indemnification
Limitation of Liability
Insurance
Force Majeure
Change Control
Dispute Resolution
Governing Law
Assignment
Subcontracting
Compliance with Laws
Anti-corruption
Term
Termination
Exit Management
Non-solicitation
Notices
Entire Agreement
Amendment
Waiver
Severability
Language Requirements
Records Retention
Audit Rights
Customer Satisfaction
Call Monitoring
Service Delivery Location
Equipment and Facilities
Business Hours
Emergency Response
Escalation Procedures
Relevant Industries

Banking and Financial Services

Telecommunications

Healthcare

Retail and E-commerce

Travel and Hospitality

Insurance

Technology and Software

Utilities

Government Services

Automotive

Consumer Goods

Relevant Teams

Legal

Operations

Procurement

Customer Service

Information Technology

Risk and Compliance

Human Resources

Quality Assurance

Commercial

Data Protection

Vendor Management

Finance

Relevant Roles

Chief Operations Officer

Customer Service Director

Procurement Manager

Legal Counsel

Data Protection Officer

Operations Manager

Vendor Management Director

Risk and Compliance Manager

Customer Experience Manager

IT Director

Commercial Director

Quality Assurance Manager

Human Resources Director

Chief Technology Officer

Business Development Manager

Industries
UAE Federal Law No. 2 of 2019: Cybercrime Law - Governs data protection, privacy, and cybersecurity requirements for handling electronic data and communications
UAE Federal Law No. 33 of 2021: Data Protection Law - Regulates the collection, processing, and transfer of personal data in the UAE
UAE Federal Law No. 8 of 1980: UAE Labor Law - Governs employment relationships, including working hours, leave, and termination provisions that may affect call center operations
UAE Federal Law No. 15 of 2020: Consumer Protection Law - Regulates consumer rights and business obligations in providing services to consumers
UAE Federal Law by Decree No. 3 of 2003: Telecommunications Law - Regulates telecommunications services and infrastructure
UAE Federal Law No. 5 of 1985: Civil Transactions Law - Governs contractual relationships and obligations between parties
UAE Federal Law No. 18 of 1993: Commercial Transactions Law - Regulates commercial transactions and business relationships
TDRA Regulations: Telecommunications and Digital Government Regulatory Authority regulations governing call center operations and telecommunications services
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

Find the exact document you need

Outsourcing Contract

UAE-governed outsourcing agreement establishing terms and conditions for service provision, including performance standards and regulatory compliance.

find out more

Outstaffing Agreement

UAE-governed agreement for temporary personnel provision, where workers remain employed by the service provider while working under client supervision.

find out more

Call Centre Outsourcing Agreement

UAE-governed agreement for outsourcing call centre operations, covering service delivery, compliance, and operational requirements under UAE law.

find out more

NDA Outsourcing

UAE-compliant NDA for outsourcing relationships, incorporating local data protection and confidentiality requirements.

find out more

Sales And Marketing Outsourcing Agreement

UAE-governed agreement for outsourcing sales and marketing functions to a third-party service provider, including service scope, performance metrics, and compliance requirements.

find out more

Outsourced Employee Contract

UAE-governed outsourced employment agreement establishing terms between outsourcing company, host company, and employee, compliant with UAE Labor Law.

find out more

HR Outsourcing Contract Agreement

UAE-governed agreement for outsourcing HR functions, defining service scope, compliance requirements, and performance standards.

find out more

Employee Outsourcing Agreement

UAE-governed agreement for employee outsourcing services, defining terms between service provider and client while ensuring compliance with UAE labor laws.

find out more

Outsourcing Service Agreement

UAE-governed agreement establishing terms and conditions for outsourcing services, including service scope, performance standards, and compliance with UAE regulations.

find out more

Software Development Outsourcing Contract

UAE-governed agreement for outsourcing software development services, addressing key legal and technical requirements under UAE law.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: https://www.genieai.co/our-research
Oops! Something went wrong while submitting the form.

Genie’s Security Promise

Genie is the safest place to draft. Here’s how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; Genie’s AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our Trust Centre for more details and real-time security updates.

Read our Privacy Policy.