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Call Center Outsourcing Agreement
"Need a Call Center Outsourcing Agreement for our Singapore-based fintech company to outsource customer support operations to a provider in the Philippines, with strict data protection requirements and 24/7 service coverage starting March 2025."
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
Authors
Applicable Laws
Business Day
Call Center Services
Charges
Client
Client Data
Commencement Date
Confidential Information
Contract Year
Customer
Data Protection Laws
Deliverables
Effective Date
Force Majeure Event
Good Industry Practice
Initial Term
Intellectual Property Rights
Key Performance Indicators
Material Breach
Operational Hours
PDPA
Performance Standards
Personal Data
Personnel
Quality Standards
Response Time
Service Credits
Service Levels
Service Provider
Services
Software
Subcontractor
Systems
Term
Territory
Third Party Providers
Working Hours
Service Levels
Performance Standards
Key Performance Indicators
Quality Assurance
Data Protection
Data Security
Confidentiality
Personnel Requirements
Training
Technology Requirements
Business Continuity
Disaster Recovery
Charges and Payment
Invoicing
Service Credits
Intellectual Property Rights
Warranties
Indemnification
Limitation of Liability
Insurance
Force Majeure
Term and Termination
Exit Management
Transition Services
Audit Rights
Compliance with Laws
Anti-Bribery
Non-Solicitation
Subcontracting
Assignment
Change Control
Dispute Resolution
Governing Law
Notices
Entire Agreement
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