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Call Center Service Level Agreement

Call Center Service Level Agreement Template for New Zealand

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Key Requirements PROMPT example:

Call Center Service Level Agreement

"I need a Call Center Service Level Agreement for our financial services company that will outsource customer support to a provider in New Zealand, requiring 24/7 multilingual support in English, Mandarin, and Hindi, with strict data security protocols, starting March 2025."

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Document background
This Call Center Service Level Agreement is designed for businesses operating in New Zealand that are establishing or maintaining outsourced customer service operations. The agreement template addresses the complex requirements of modern call center operations while ensuring compliance with New Zealand's regulatory framework, including privacy, consumer protection, and employment legislation. It is particularly relevant for organizations seeking to outsource their customer service functions or formalize existing arrangements with service providers. The document includes comprehensive service level metrics, operational requirements, data protection provisions, and governance structures, making it suitable for both domestic and international service arrangements within the New Zealand jurisdiction.
Suggested Sections

1. Parties: Identifies and provides details of the contracting parties - the service provider and the client

2. Background: Contextual information about the agreement and the parties' intentions

3. Definitions: Defines key terms used throughout the agreement

4. Scope of Services: Detailed description of call center services to be provided

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

6. Operational Requirements: Day-to-day operational requirements including staffing, training, and quality standards

7. Technology and Infrastructure: Requirements for systems, software, and infrastructure

8. Data Protection and Privacy: Obligations regarding customer data handling and privacy compliance

9. Reporting and Governance: Regular reporting requirements and governance structure

10. Pricing and Payment Terms: Fee structure, payment terms, and billing procedures

11. Term and Termination: Duration of agreement and termination provisions

12. General Provisions: Standard legal provisions including governing law, dispute resolution, and force majeure

Optional Sections

1. Business Continuity: Disaster recovery and business continuity requirements - include for critical service operations

2. Multilingual Services: Requirements for non-English language support - include if multiple language services are needed

3. Special Industry Compliance: Industry-specific compliance requirements - include for regulated industries like finance or healthcare

4. White Labeling: Requirements for branded service delivery - include if call center acts under client's brand

5. Knowledge Management: Requirements for maintaining and updating knowledge bases - include for complex support services

6. Security Clearance: Special security clearance requirements - include for handling sensitive information

7. Transition Services: Requirements for service transition in/out - include for complex service arrangements

Suggested Schedules

1. Schedule 1 - Service Level Specifications: Detailed metrics, targets, and calculation methodologies for all service levels

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

3. Schedule 3 - Operational Procedures: Detailed procedures for daily operations, escalation protocols, and quality monitoring

4. Schedule 4 - Technology Requirements: Technical specifications for systems, software, and integration requirements

5. Schedule 5 - Staff Requirements: Staffing levels, skills requirements, and training standards

6. Schedule 6 - Reporting Templates: Templates and formats for required operational and performance reports

7. Appendix A - Security Protocols: Detailed security requirements and procedures

8. Appendix B - Privacy Compliance: Specific privacy requirements and data handling procedures

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
Abandon Rate
After Call Work Time
Agreement
Average Handle Time
Average Speed of Answer
Business Day
Business Hours
Call
Call Center
Call Quality Score
Client
Client Data
Commencement Date
Confidential Information
Contact Channel
Customer
Customer Satisfaction Score
Data Protection Laws
Dispute
Emergency
Escalation
First Call Resolution
Force Majeure Event
GST
Incident
Initial Term
Intellectual Property Rights
Key Performance Indicators
Material Breach
Mean Time to Resolution
Operating Hours
Peak Hours
Performance Credits
Personal Information
Privacy Laws
Quality Monitoring
Queue Time
Related Company
Renewal Term
Report
Response Time
Service Credits
Service Levels
Service Provider
Services
Site
SLA
Staff
Standard Operating Procedures
System
Technology Platform
Term
Territory
Third Party
Workforce Management
Clauses
Service Provision
Service Levels
Performance Measurement
Key Performance Indicators
Quality Standards
Staffing Requirements
Training Requirements
Technology Requirements
Data Protection
Privacy Compliance
Confidentiality
Intellectual Property
Fees and Payments
Service Credits
Reporting Requirements
Audit Rights
Business Continuity
Disaster Recovery
Security Requirements
Change Management
Dispute Resolution
Liability
Insurance
Force Majeure
Term and Termination
Exit Management
Non-Solicitation
Assignment
Subcontracting
Notices
Governing Law
Health and Safety
Compliance with Laws
Anti-Bribery
Record Keeping
Customer Complaints
Escalation Procedures
Warranties
Indemnification
Amendment
Entire Agreement
Relevant Industries

Telecommunications

Financial Services

Retail

Healthcare

Technology

Utilities

Insurance

E-commerce

Travel and Tourism

Government Services

Professional Services

Manufacturing

Relevant Teams

Legal

Operations

Procurement

Customer Service

Information Technology

Compliance

Risk Management

Quality Assurance

Human Resources

Finance

Contract Management

Service Delivery

Relevant Roles

Chief Operations Officer

Customer Service Director

Call Center Manager

Operations Manager

Procurement Manager

Legal Counsel

Compliance Officer

IT Director

Quality Assurance Manager

Contract Manager

Risk Manager

Service Delivery Manager

Performance Analytics Manager

Training Manager

Human Resources Director

Industries
Privacy Act 2020: Governs how personal information must be collected, used, stored and disclosed. Critical for call centers handling customer data and recordings.
Fair Trading Act 1986: Ensures fair trading practices and prohibits misleading conduct in trade. Relevant for service promises and customer interactions.
Employment Relations Act 2000: Regulates employment relationships, working conditions, and employee rights. Important for staffing and operational requirements.
Health and Safety at Work Act 2015: Sets requirements for workplace safety and health standards, including ergonomic considerations for call center environments.
Telecommunications Act 2001: Regulates telecommunications services and may affect call center operations, especially regarding service standards and technical requirements.
Consumer Guarantees Act 1993: Provides statutory guarantees for the supply of services to consumers, affecting service quality standards and customer rights.
Contract and Commercial Law Act 2017: Governs electronic transactions and formation of contracts, relevant for digital communications and service agreements.
Unsolicited Electronic Messages Act 2007: Regulates commercial electronic messages and must be considered for any outbound calling or messaging 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

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