Call Center Service Level Agreement Template for Pakistan

1. Technology Infrastructure: Detailed specifications of technology requirements when the client requires specific systems or integration

2. Multilingual Services: Additional provisions for multiple language support when required

3. Compliance with Industry Standards: Specific industry compliance requirements (e.g., for financial or healthcare clients)

4. Performance Incentives: Bonus structures and incentives for exceeding service levels

5. Training Requirements: Detailed training specifications when client requires specific certification or training programs

6. Transition Services: Provisions for transition from existing service provider or to new provider

7. Intellectual Property Rights: Additional IP provisions when custom software or materials are developed

8. Insurance Requirements: Specific insurance coverage requirements beyond standard provisions

1. Schedule A - Service Descriptions: Detailed breakdown of all services, including process flows and procedures

2. Schedule B - Service Level Metrics: Comprehensive list of KPIs, calculation methods, and target levels

3. Schedule C - Pricing Schedule: Detailed pricing structure, including base fees, variable costs, and special charges

4. Schedule D - Technology Specifications: Technical requirements, system specifications, and integration details

5. Schedule E - Security Protocols: Detailed security requirements and compliance procedures

6. Schedule F - Staff Requirements: Staffing levels, skills requirements, and training specifications

7. Schedule G - Reporting Templates: Standard formats for performance reports and other required documentation

8. Appendix 1 - Escalation Matrix: Contact details and procedures for issue escalation

9. Appendix 2 - Business Continuity Plan: Detailed procedures for handling service disruptions

10. Appendix 3 - Quality Monitoring Forms: Standard forms and criteria for quality assessment