Call Center Service Level Agreement Template for Australia

1. Transition Services: Details of transition arrangements when taking over from another provider or transitioning out - include when there's an incumbent provider or specific transition requirements

2. Technology Requirements: Specific technology, software, or system requirements - include when particular technical infrastructure is required

3. Multi-language Support: Requirements for supporting multiple languages - include when international support is needed

4. Special Handling Procedures: Procedures for VIP customers or sensitive issues - include when dealing with premium services or sensitive sectors

5. Compliance Training: Industry-specific compliance training requirements - include when operating in regulated industries

6. Client Branding Requirements: Guidelines for using client branding and representing the client - include when brand consistency is crucial

7. Workplace Culture Alignment: Requirements for cultural alignment with client organization - include when deep integration with client culture is needed

1. Schedule 1 - Service Level Metrics: Detailed breakdown of all service level targets, measurement methodologies, and calculations

2. Schedule 2 - Pricing Schedule: Detailed pricing structure, including base fees, volume-based pricing, and any incentives or penalties

3. Schedule 3 - Standard Operating Procedures: Detailed procedures for handling different types of calls and situations

4. Schedule 4 - Reporting Templates: Templates and formats for all required operational and performance reports

5. Schedule 5 - Contact Lists and Escalation Matrix: Key contacts on both sides and escalation procedures for different situations

6. Schedule 6 - Technology and Systems Specifications: Technical requirements and specifications for systems and integration

7. Appendix A - Quality Monitoring Framework: Detailed quality assessment criteria and monitoring procedures

8. Appendix B - Training Requirements: Minimum training requirements, curricula, and ongoing development expectations