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Customer Services Outsourcing Agreement


As businesses grow so too do the numbers of customers that they serve. Providing customer service is essential in any sector and, where face-to-face contact is not possible, a telephone-based customer service option is preferable to more anonymous internet-based methods.

Many businesses prefer to avoid the high costs and logistical burdens of operating their own call centres and instead choose to outsource such tasks to other businesses specialising in providing call centre services. This Customer Services Outsourcing Agreement is designed to regulate the relationship between such a business and their clients.

Within this agreement there are a number of clauses which govern the provision of call centre services to the client company. Service levels are clearly defined as are reporting and monitoring requirements. As to training, this document lays the responsibility for training with the service provider and the provision of business-specific training materials with the client.

Many elements that are likely to differ significantly from one business to another have been included as largely blank schedules into which appropriate materials can be inserted.

Optional phrases / clauses are enclosed in square brackets. These should be read carefully and selected so as to be compatible with one another. Unused options should be removed from the document.

This Customer Services Outsourcing Agreement contains the following clauses:

1. Definitions and Interpretation
2. Provision of the Services
3. Service Levels
4. Fees and Payment
5. Term
6. Resources
7. Training
8. Reporting
9. Intellectual Property
10. Liability and Indemnity
11. [Data Protection]
12. [Data Processing]
13. Confidentiality
14. Termination
15. Notices
16. Relationship of the Parties
17. Assignment and Sub-Contracting
18. Force Majeure
19. Severance
20. Entire Agreement
21. No Waiver
22. [Dispute Resolution (Arbitration)
23. Law and Jurisdiction

and the following Schedules:

1. Additional Fees
2. Systems
3. Training Materials
4. Telephone Numbers
5. Resources
6. Reports
7. [Data Protection/Processing]

This document is in open format. Either enter the requisite details in the highlighted fields or adjust the wording to suit your purposes.

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