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.
This document is compliant with the GDPR (General Data Protection
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
1. Definitions and Interpretation
2. Provision of the Services
3. Service Levels
4. Fees and Payment
9. Intellectual Property
10. Liability and Indemnity
11. [Data Protection]
12. [Data Processing]
16. Relationship of the Parties
17. Assignment and Sub-Contracting
18. Force Majeure
20. Entire Agreement
21. No Waiver
22. [Dispute Resolution (Arbitration)
23. Law and Jurisdiction
and the following Schedules:
1. Additional Fees
3. Training Materials
4. Telephone Numbers
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.
Once you have subscribed to the appropriate document folder click on the
“Download Document” button below. You will be asked what you want to do
with the file. It is recommended that you save the document to a location
of your choice prior to viewing.