This agreement for outsourcing call center support template has 12 pages and is a MS Word file type listed under our consultant & contractors documents.
Sample of our agreement for outsourcing call center support template:
AGREEMENT FOR OUTSOURCING CALL CENTER SUPPORT This Agreement for Outsourcing Call Center Support (the "Agreement") is effective [DATE], BETWEEN: [COMPANY NAME] (the "Seller"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [CALL CENTER NAME] (the "Provider"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] WHEREAS, Seller is engaged in several businesses including the business of [SPECIFY] through its Internet site [SPECIFY].com (the "Site") and through its toll-free telephone number [NUMBER]-(the "Toll-Free Number"); and WHEREAS, Seller desires to retain the services of Provider to provide customer support and telemarketing services to customers and potential customers of Seller's [SPECIFY] business (each, a "Customer"), and Provider desires to provide such services, on the terms and conditions set forth in this Agreement. NOW, THEREFORE, in consideration of the mutual covenants contained herein, the parties hereby agree as follows: ENGAGEMENT OF PROVIDER; DESCRIPTION OF SERVICES Subject to the terms and conditions of this Agreement, Seller hereby retains Provider to provide the Customer support and telemarketing services set forth below (collectively, the "Services"), and Provider hereby accepts such engagement. Provider will provide Seller inbound teleservice support for Seller Customers who have purchased [SPECIFY] through the Site. Provider will provide such services in accordance with the specifications set forth on SCHEDULE [SPECIFY] attached hereto and made a part hereof (collectively, the "Inbound Teleservices"). In addition to the Inbound Teleservices, Provider will provide inbound telemarketing services for Customers using the Site and/or the Toll-Free Number to complete [SPECIFY] request transactions with Seller. Provider will provide such services in accordance with the specifications set forth on SCHEDULE [SPECIFY] attached hereto and made a part hereof (the "Inbound Telemarketing Services" and, together with the Inbound Teleservices and any other services provided by Provider pursuant to paragraphs (c) and (d) of this Section 1.1, being collectively referred to herein as the "Services"). During the Term (as hereinafter defined) of this Agreement, Provider shall, at the option of Seller, provide outbound up-sell telemarketing services to Customers on terms and conditions to be agreed upon in good faith by the parties. Provider will also provide such additional related services as set out in this Agreement (herein "Related Services") including, without limitation, the following: Provider agrees to notify Seller on a daily basis of any information required by Seller's Customers. The parties agree that Seller is responsible for fulfilling such requests. Should Provider's notice obligation significantly interfere with its primary Service activities, Provider will notify Seller. The parties agrees that upon such notice, they will work cooperatively toward an amicable solution. Provider agrees to provide Seller with such information and reports related to Services created by the Provider telephone system. The initial list of reports are set forth on SCHEDULE [SPECIFY] annexed hereto and made a part hereof. Additional reports, as agreed to by the parties, shall be provided by Provider during the Term and shall be deemed included on SCHEDULE [SPECIFY] annexed hereto effective as of the date agreed to by Provider and Seller. Report topics may include performance, users, applications and lost Contacts (as hereinafter defined), among others. As set forth in SCHEDULES [SPECIFY] annexed hereto, Provider agrees to allow SELLER, through reasonable mechanisms to be made available by Provider to Seller, to monitor Provider's service handling of Contacts for Products (as hereinafter defined), provided that this activity doesn't significantly interfere with primary Service activity. Seller agrees to provide Provider with any and all information, reports, or feedback related to Service quality, which are created by the monitoring of Contacts. Products Provider will provide the Services for all [SPECIFY] related goods and services offered by Seller through the Site and the Toll-Free Number (collectively, the "Products"), and any other products related thereto as designated from time to time by Seller (the "Related Products"). All terms and conditions herein apply to the Products and the Related Products. If Related Products (other than any usual and customary updates, upgrades, new versions, extensions or evolutionary developments to the Products as would typically be expected to occur in products and services such as the Products) are introduced during the Term of this Agreement, Seller shall provide reasonable advance notice of and information about such additional Related Products to Provider to enable Provider to inform and train its CSRs (as defined in SCHEDULE [SPECIFY] annexed hereto) as necessary and appropriate to provide quality Services with respect to such additional Related Products. The provision of any Services for such additional Related Products by Provider may require an adjustment of the fees set forth on SCHEDULE [SPECIFY] annexed hereto, but only if the additional Related Products designated by Seller are of a nature so as to require materially more (or materially different and more expensive) resources from Provider in order for Provider to provide quality Services meeting the performance metrics set forth in this Agreement. Hours of operation Provider will provide the Inbound Teleservices [NUMBER] days per year from [HOUR] to [HOUR]. [SPECIFY TIME ZONE], Monday through Friday, and from [HOUR] to [HOUR]. [SPECIFY TIME ZONE], Saturdays and Sundays commencing on the Teleservices Launch Date (as defined in SCHEDULE [SPECIFY] annexed hereto). Provider shall provide the Inbound Telemarketing Services [NUMBER] hours per day, [NUMBER] days per week, [NUMBER] days per year commencing on the Telemarketing Launch Date (as defined in SCHEDULE [SPECIFY] annexed hereto). Facility Provider will utilize its support facility at [FULL ADDRESS], [STATE/PROVINCE] (the "Facility") for delivery of Services for the Products. The Facility will be equipped with telephone systems, computer systems, and various Provider support and call monitoring tools, such as documentation and knowledge bases, to be used in the delivery of the Services. Provider shall bear all expenses of operating the Facility, including all expenses for equipment and systems necessary to connect to any telecommunications circuits or facilities utilized by Seller to bring calls to the Facility. SCHEDULE [SPECIFY] annexed hereto and made a part hereof identifies the minimum capabilities Provider shall maintain with respect to the Facility. SERVICE LEVELS Definitions; Service levels Call definitions Actual Handling Time: Shall mean (i) in the case of an Inbound Call (as hereinafter defined) by a CSR or an outbound Customer callback, the time that is measured from when the call is physically answered by the CSR or the Seller Customer respectively until the call is physically terminated; and any additional wrap up work performed related to such call prior to becoming physically available to receive the next Inbound Call or to make the next Customer callback, and (ii) in the case of an Automated Call (as hereinafter defined), the time that is measured from when the caller enters the Provider Voice Response Unit (VRU) until such caller leaves the VRU. Automated Call: Shall mean an Inbound Call that is delivered to an electronic voice message rather than to a CSR as the means of providing Services as described in this Agreement.
