[{"data":1,"prerenderedAt":524},["ShallowReactive",2],{"document-agreement-for-outsourcing-call-center-support-D143":3},{"document":4,"label":20,"preview":11,"thumb":21,"description":5,"descriptionCustom":6,"apiDescription":5,"pages":8,"extension":10,"parents":22,"breadcrumb":26,"related":34,"customDescModule":170,"customdescription":6,"mdFm":171,"mdProseHtml":523},{"description":5,"descriptionCustom":6,"label":7,"pages":8,"size":9,"extension":10,"preview":11,"thumb":12,"svgFrame":13,"seoMetadata":14,"parents":15,"keywords":19},"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.",null,"Agreement for Outsourcing Call Center Support","12",94,"doc","https://templates.business-in-a-box.com/imgs/1000px/agreement-for-outsourcing-call-center-support-D143.png","https://templates.business-in-a-box.com/imgs/250px/143.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#143.xml",{"title":6,"description":6},[16],{"label":17,"url":18},"Consultant & Contractors","/templates/consulting-contractor-business/","agreement for outsourcing call center support","Agreement for Outsourcing Call Center Support Template","https://templates.business-in-a-box.com/imgs/400px/143.png",[23,16],{"label":24,"url":25},"Templates","/templates/",[27,28,31],{"label":24,"url":25},{"label":29,"url":30},"Legal Agreements","/templates/business-legal-agreements/",{"label":32,"url":33},"Services & Consulting","/templates/services-and-consulting/",[35,39,43,47,51,55,59,63,67,71,75,79,83,98,111,126,139,155],{"label":36,"url":37,"thumb":38,"extension":10},"Call Center and Telemarketing Agreement","/template/call-center-and-telemarketing-agreement-D5215","https://templates.business-in-a-box.com/imgs/250px/5215.png",{"label":40,"url":41,"thumb":42,"extension":10},"Call Center Agent_Inbound_Technical Support Job Description","/template/call-center-agent_inbound_technical-support-job-description-D11622","https://templates.business-in-a-box.com/imgs/250px/11622.png",{"label":44,"url":45,"thumb":46,"extension":10},"Call Center Script","/template/call-center-script-D13874","https://templates.business-in-a-box.com/imgs/250px/13874.png",{"label":48,"url":49,"thumb":50,"extension":10},"Support Agreement","/template/support-agreement-D13404","https://templates.business-in-a-box.com/imgs/250px/13404.png",{"label":52,"url":53,"thumb":54,"extension":10},"Outsourcing Agreement Manufacturing","/template/outsourcing-agreement-manufacturing-D898","https://templates.business-in-a-box.com/imgs/250px/898.png",{"label":56,"url":57,"thumb":58,"extension":10},"Call Center Supervisor Job Description","/template/call-center-supervisor-job-description-D11627","https://templates.business-in-a-box.com/imgs/250px/11627.png",{"label":60,"url":61,"thumb":62,"extension":10},"Call Center Agent_Outbound_Telemarketing & Sales Job Description","/template/call-center-agent_outbound_telemarketing-&-sales-job-description-D11625","https://templates.business-in-a-box.com/imgs/250px/11625.png",{"label":64,"url":65,"thumb":66,"extension":10},"Call Center Director_Site Manager Job Description","/template/call-center-director_site-manager-job-description-D11626","https://templates.business-in-a-box.com/imgs/250px/11626.png",{"label":68,"url":69,"thumb":70,"extension":10},"Call Center Agent_Inbound_Customer Service & Orders Job Description","/template/call-center-agent_inbound_customer-service-&-orders-job-description-D11621","https://templates.business-in-a-box.com/imgs/250px/11621.png",{"label":72,"url":73,"thumb":74,"extension":10},"Call Center Agent_Outbound_Customer Service & Collection Job Description","/template/call-center-agent_outbound_customer-service-&-collection-job-description-D11623","https://templates.business-in-a-box.com/imgs/250px/11623.png",{"label":76,"url":77,"thumb":78,"extension":10},"Call Center Agent_Outbound_Market Research & Surveys Job Description","/template/call-center-agent_outbound_market-research-&-surveys-job-description-D11624","https://templates.business-in-a-box.com/imgs/250px/11624.png",{"label":80,"url":81,"thumb":82,"extension":10},"Financial Support Agreement Regarding Guaranty of Obligation","/template/financial-support-agreement-regarding-guaranty-of-obligation-D876","https://templates.business-in-a-box.com/imgs/250px/876.png",{"description":84,"descriptionCustom":6,"label":85,"pages":86,"size":87,"extension":10,"preview":88,"thumb":89,"svgFrame":90,"seoMetadata":91,"parents":93,"keywords":92,"url":97},"SERVICE AGREEMENT This SERVICE AGREEMENT (\"Agreement\") is effective [DATE], BETWEEN: [COMPANY NAME] (the \"Contractor\"), a company organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] AND: [COMPANY NAME] (the \"Customer\"), a company organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] (The Contractor and the Customer shall be individually referred to as a \"Party\" and collectively referred to as the \"Parties\", as the context may require). WHEREAS A. Contractor has experience and expertise in [DESCRIBE EXPERIENCE AND SERVICE]. B. Customer desires to have Contractor provide services for them. C. Contractor desires to provide services to Customer on the terms and conditions set forth herein (the \"Services\"). NOW THEREFORE, in consideration of the above recitals, the representations, warranties, and agreements contained in this Agreement and for other good and valuable consideration, the receipt and adequacy of which are now acknowledged, the Parties agree as follows: SERVICES PROVIDED Beginning on upon agreement to this contract, [CONTRACTOR] will provide to [CUSTOMER] the following service (collectively, the /Services\"): Description of the project: [DESCRIBE THE SERVICE REQUIRED]. SCOPE OF WORK Contractor agrees to provide Services pursuant to the Scope of Work set forth in Exhibit A attached hereto (the \"Scope of Work\"). TERM Unless both parties mutually agree on an extension, this contract will automatically terminate on [SPECIFY]. PERFORMANCE The parties agree to do everything possible to ensure that the terms of this Agreement take effect. PAYMENT FOR SERVICES In exchange for the Services rendered, a payment of [SPECIFY] will be made to the Contractor upon completion of the scheduled Services described in this Contract. If an invoice is not paid on the due date, interest will be added to the current balance. These amounts shall be payable, and the Customer shall pay all overdue amounts at the lesser of [SPECIFY] per cent per annum or the maximum percentage permitted by applicable law. Or Customer will pay Contractor as follows: [SPECIFY]. DELIVERY OF SERVICES The Contractor will exercise due diligence in the provision of services. However, the Customer acknowledges that the indicated delivery times and other payment milestones listed in Scope of Work are estimates and do not constitute final delivery dates. SECURITY The Contractor must make reasonable security arrangement to protect Material from unauthorized access, collection, use, alteration or disposal. OWNERSHIP RIGHT The Customer shall hold the copyright for the agreed version of the Services as delivered, and the Customer's copyright notice may be displayed in the final version. All works, ideas, discoveries, inventions, patents, products or other information that may be protected by copyright (collectively, the \"Work Product\" developed in whole or in part by the Contractor in connection with the Services, shall be the exclusive property of the Customer. Upon request, the Contractor shall execute all documents necessary to confirm or perfect the exclusive ownership of the Customer's \"Work Product\". The Contractor retains exclusive rights to pre-existing materials used in the Customer's projects. The Customer shall not have the right to reuse, resell or otherwise transfer material belonging to the contractor or third parties. The Contractor reserves the right to use the finished public product as an example of a product. RETURN OF PROPERTY Upon the expiry or termination of this Agreement, the Contractor will return to the Customer any property, documentation, records or Confidential Information which is the property of the Customer. COMPENSATION For all services rendered by the Contractor under this Agreement, the Customer shall indemnify the Contractor. In the event that the Customer fails to make any of the payments mentioned, the Contractor shall have the right, but shall not be obliged, to exercise any of the following remedies: ","Service Agreement","6",513,"https://templates.business-in-a-box.com/imgs/1000px/service-agreement-D12711.png","https://templates.business-in-a-box.com/imgs/250px/12711.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#12711.xml",{"title":92,"description":6},"service agreement",[94,96],{"label":29,"url":95},"business-legal-agreements",{"label":29,"url":95},"/template/service-agreement-D12711",{"description":99,"descriptionCustom":6,"label":100,"pages":86,"size":101,"extension":10,"preview":102,"thumb":103,"svgFrame":104,"seoMetadata":105,"parents":106,"keywords":109,"url":110},"INDEPENDENT CONTRACTOR AGREEMENT This Independent Contractor Agreement (\"Agreement\") is made and effective [Date], BETWEEN: [INDEPENDENT CONTRACTOR NAME] (the \"Independent Contractor\"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] AND: [YOUR COMPANY NAME] (the \"Company\"), a company organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] RECITALS Independent Contractor is engaged in providing [Describe] business services, its Employer Tax I.D. Number is [Insert], and its Business License Number is [insert]. Independent Contractor has complied with all Federal, State, and local laws regarding business permits, sales permits, licenses, reporting requirements, tax withholding requirements, and other legal requirements of any kind that may be required to carry out said business and the Scope of Work which is to be performed as an Independent Contractor pursuant to this Agreement. Independent Contractor is or remains open to conducting similar tasks or activities for clients other than the Company and holds themselves out to the public to be a separate business entity. Company desires to engage and contract for the services of the Independent Contractor to perform certain tasks as set forth below. Independent Contractor desires to enter into this Agreement and perform as an independent contractor for the company and is willing to do so on the terms and conditions set forth below. NOW, THEREFORE, in consideration of the above recitals and the mutual promises and conditions contained in this Agreement, the Parties agree as follows: TERMS This Agreement shall be effective commencing [Date], and shall continue until terminated at the completion of the Scope of Work which shall occur no later than [Date] or by either party as otherwise provided herein. STATUS OF INDEPENDENT CONTRACTOR This Agreement does not constitute a hiring by either party. It is the parties intentions that Independent Contractor shall have an independent contractor status and not be an employee for any purposes, including, but not limited to, [laws]. Independent Contractor shall retain sole and absolute discretion in the manner and means of carrying out their activities and responsibilities under this Agreement. This Agreement shall not be considered or construed to be a partnership or joint venture, and the Company shall not be liable for any obligations incurred by Independent Contractor unless specifically authorized in writing. Independent Contractor shall not act as an agent of the Company, ostensibly or otherwise, nor bind the Company in any manner, unless specifically authorized to do so in writing. TASKS, DUTIES, AND SCOPE OF WORK Independent Contractor agrees to devote as much time, attention, and energy as necessary to complete or achieve the following: [Describe]. The above to be referred to in this Agreement as the \"Scope of Work\". It is expected that the Scope of Work will completed by [Date]. Independent Contractor shall additionally perform any and all tasks and duties associated with the Scope of Work set forth above, including but not limited to, work being performed already or related change orders. Independent Contractor shall not be entitled to engage in any activities which are not expressly set forth by this Agreement. The books and records related to the Scope of Work set forth in this Agreement shall be maintained by the Independent Contractor at the Independent Contractor's principal place of business and open to inspection by Company during regular working hours. Documents to which Company will be entitled to inspect include, but are not limited to, any and all contract documents, change orders/purchase orders and work authorized by Independent Contractor or Company on existing or potential projects related to this Agreement. Independent Contractor shall be responsible to the management and directors of Company, but Independent Contractor will not be required to follow or establish a regular or daily work schedule. Supply all necessary equipment, materials and supplies. Independent Contractor will not rely on the equipment or offices of Company for completion of tasks and duties set forth pursuant to this Agreement. Any advice given Independent Contractors regarding the scope of work shall be considered a suggestion only, not an instruction. Company retains the right to inspect, stop, or alter the work of Independent Contractor to assure its conformity with this Agreement. ASSURANCE OF SERVICES Independent Contractor will assure that the following individuals (the \"Key Employees\") will be available to perform, and will perform, the Services hereunder until they are completed (identify by title and name as applicable): [Name of Key Employee, Title] [Name of Key Employee, Title] The Key Employees may be changed only with the prior written approval of the Company, which approval shall not be unreasonably withheld. COMPENSATION Independent Contractor shall be entitled to compensation for performing those tasks and duties related to the Scope of Work as follows: [Describe] Such compensation shall become due and payable to Independent Contractor in the following time, place, and manner: [Describe] NOTICE CONCERNING WITHHOLDING OF TAXES Independent Contractor recognizes and understands that it will receive a [specify tax] statement and related tax statements, and will be required to file corporate and/or individual tax returns and to pay taxes in accordance with all provisions of applicable Federal and State law. Independent Contractor hereby promises and agrees to indemnify the Company for any damages or expenses, including attorney's fees, and legal expenses, incurred by the Company as a result of independent contractor's failure to make such required payments. AGREEMENT TO WAIVE RIGHTS TO BENEFITS Independent Contractor hereby waives and foregoes the right to receive any benefits given by Company to its regular employees, including, but not limited to, health benefits, vacation and sick leave benefits, profit sharing plans, etc. This waiver is applicable to all non-salary benefits which might otherwise be found to accrue to the Independent Contractor by virtue of their services to Company, and is effective for the entire duration of Independent Contractor's agreement with Company. This waiver is effective independently of Independent Contractor's employment status as adjudged for taxation purposes or for any other purpose. Neither this Agreement, nor any duties or obligations under this Agreement may be assigned by either party without the consent of the other. TERMINATION This Agreement may be terminated prior to the completion or achievement of the Scope of Work by either party giving [number] days written notice. Such termination shall not prejudice any other remedy to which the terminating party may be entitled, either by law, in equity, or under this Agreement. NON-DISCLOSURE OF TRADE SECRETS, CUSTOMER LISTS AND OTHER PROPRIETARY INFORMATION Independent Contractor agrees not to disclose or communicate, in any manner, either during or after Independent Contractor's agreement with Company, information about Company, its operations, clientele, or any other information, that relate to the business of Company including, but not limited to, the names of its customers, its marketing strategies, operations, or any other information of any kind which would be deemed confidential, a trade secret, a customer list, or other form of proprietary information of Company. Independent Contractor acknowledges that the above information is material and confidential and that it affects the profitability of Company. ","Independent Contractor Agreement",62,"https://templates.business-in-a-box.com/imgs/1000px/independent-contractor-agreement-D160.png","https://templates.business-in-a-box.com/imgs/250px/160.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#160.xml",{"title":6,"description":6},[107],{"label":17,"url":108},"consulting-contractor-business","independent contractor agreement","/template/independent-contractor-agreement-D160",{"description":112,"descriptionCustom":6,"label":113,"pages":114,"size":87,"extension":10,"preview":115,"thumb":116,"svgFrame":117,"seoMetadata":118,"parents":120,"keywords":119,"url":125},"NON-DISCLOSURE AGREEMENT (NDA) This Non-Disclosure Agreement (the \"Agreement\") is made and effective [DATE], BETWEEN: [YOUR COMPANY NAME] (the \"Disclosing Party\"), a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [RECEIVING PARTY NAME] (the \"Receiving Party\"), an individual with his main address located at OR a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] WHEREAS, Receiving Party has been or will be engaged in the performance of work on [DESCRIBE]; and in connection therewith will be given access to certain confidential and proprietary information; and WHEREAS, Receiving Party and Disclosing Party wish to evidence by this Agreement the manner in which said confidential and proprietary material will be treated. NOW, THEREFORE, it is agreed as follows: NON-DISCLOSURE OF CONFIDENTIAL INFORMATION Both Parties understand and agree that each Party may have access to the confidential information of the other party. For the purposes of this Agreement, \"Confidential Information\" means proprietary and confidential information about the Disclosing Party's (or it's suppliers') business or activities. Such information includes all business, financial, technical, and other information marked or designated by such Party as \"confidential\" or \"proprietary.\" Confidential Information also includes information which, by the nature of the circumstances surrounding the disclosure, ought in good faith to be treated as confidential. For the purposes of this Agreement, Confidential Information does not include: Information that is currently in the public domain or that enters the public domain after the signing of this Agreement. Information a Party lawfully receives from a third Party without restriction on disclosure and without breach of a non-disclosure obligation. Information that the Receiving Party knew prior to receiving any Confidential Information from the Disclosing Party. Information that the Receiving Party independently develops without reliance on any Confidential Information from the Disclosing Party. Each Party agrees that it will not disclose to any third Party or use any Confidential Information disclosed to it by the other Party except when expressly permitted in writing by the other Party. Each Party also agrees that it will take all reasonable measures to maintain the confidentiality of all Confidential Information of the other Party in its possession or control. TERM The term of this Agreement is [number] of [years/months] from the date of execution by both Parties. TITLE The Receiving Party agrees that all Confidential Information furnished by the Disclosing Party shall remain the sole property of the Disclosing Party. DISCLAIMER","Non Disclosure Agreement Nda","3","https://templates.business-in-a-box.com/imgs/1000px/non-disclosure-agreement-nda-D12692.png","https://templates.business-in-a-box.com/imgs/250px/12692.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#12692.xml",{"title":119,"description":6},"non disclosure agreement nda",[121,122],{"label":29,"url":95},{"label":123,"url":124},"Confidentiality Agreements","confidentiality-agreement","/template/non-disclosure-agreement-nda-D12692",{"description":127,"descriptionCustom":6,"label":128,"pages":129,"size":87,"extension":10,"preview":130,"thumb":131,"svgFrame":132,"seoMetadata":133,"parents":135,"keywords":134,"url":138},"MASTER SERVICE AGREEMENT This Master Service Agreement (\"Agreement\") is made and effective this [Date], BETWEEN: [YOUR COMPANY NAME],\" PARTY A\", a corporation organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [COMPANY NAME],\" PARTY B\", a corporation organized and existing under the laws of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] SCOPE OF SERVICES [PARTY A] shall provide [PARTY B] with the services and products described in the Statements of Work. The SOW must describe the respective contribution and services of each party. Any services provided by either party under this Agreement are referred to as the \"Services\". For the purposes of this Agreement, the party engaged to perform the Services, [PARTY A], is the \"Performing Party\" and the party for whom the Services are to be performed, [PARTY B], is the \" Engaging Party\". All SOWs that are negotiated between the parties shall be in writing and executed by both parties and shall be attached hereto as supplemental Exhibits, and shall be incorporated into, and governed by, this Agreement. STATEMENT OF WORK (SOW) Contents of Statements of Work The parties shall describe each individual deliverable to be provided under this agreement in its own statement of work (each, a \"Statement of Work\"), each one including a complete description of the deliverable provided under the Statement of Work, the number of [PARTY A] personnel who will be assigned to provide the deliverable in question, key [PARTY A] personnel the parties agree are essential to the provision of the particular deliverable (shall not exceed [SPECIFY] percent of the total personnel assigned to this Statement of Work) (each one a \"Key Personnel\"), the applicable fees and fee schedule, including any milestones and milestone payments if applicable, for the particular deliverable, the service levels and acceptance criteria for the particular deliverable, any materials the parties will provide for the particular deliverable, a timeline for providing the particular deliverable, and a unique identification number for the Statement of Work and explicit reference to this agreement. Integration. A Statement of Work signed by both parties, bearing a unique identification number and making explicit reference to this Agreement, shall be deemed to form an integral part of this Agreement. Severable. The parties may terminate any individual Statement of Work without affecting the rest of the agreement or any other Statement of Work. Conflict of Terms. If there is a conflict between the terms of this agreement and any Statement of Work, the Statement of Work shall apply. Changes to Statements of Work Proposing Changes. Either party may propose amendments to the Statement of Work deliverable, fees or schedule by giving written notice to the other party. Finalizing Changes. If the parties agree to change the deliverable, fees, or schedule of a Statement of Work they parties shall cooperate to execute a written amendment to the relevant Statement of Work detailing the changes. Additional Statements of Work Request Additional Services. [PARTY B] may request additional services by sending a written notice to [PARTY A] reasonably detailing the services requested. Assess the Request. Immediately after receiving a request for additional services from [PARTY B], [PARTY A] shall evaluate the request to determine whether there are circumstances preventing it from providing the requested services and, if there are no circumstances preventing it from providing the requested services, shall provide [PARTY A] with the estimated fees and timelines for such requested services. Execute New Statement of Work. If after receiving [PARTY A] 's estimates [PARTY B] still wants the requested services, the parties shall execute a new Statement of Work according to the requirements of paragraph CONTENT OF STATEMENTS OF WORK. Acceptance and Rejection Inspection Period. [PARTY B] shall have an \"Inspection period\" of [NUMBER] working days after [PARTY A] has provided the deliverable to review and verify that the deliverable meets the acceptance criteria as set out in the applicable Statement of Work (the \"Inspection Period\"). Acceptance. If in [PARTY B] 's opinion the deliverable meets the acceptance criteria, [PARTY B] must accept the deliverable and notify [PARTY A] that it is accepting the deliverable. Deemed Acceptance.[PARTY B] shall be deemed to have accepted the deliverable if [PARTY B] fails to notify [PARTY A] by the end of the inspection period, or if, during the inspection period, [PARTY B] uses or attempts to use the deliverable beyond what is necessary for the inspection and testing, in a manner that a reasonable person would consider compatible with [PARTY B] having accepted deliverable from [PARTY A]. Rejection. If in [PARTY B]'s opinion, the deliverable does not materially meet the acceptance criteria, [PARTY B] may reject the deliverable by delivering to [PARTY B] a written list detailing each failure to satisfy the acceptance criteria. TERM The term of this Agreement begins on [INSERT START DATE] and continues until such time as the Deliverables have been provided to the Purchaser in accordance with this Agreement or until such time as this Agreement is terminated by either party in accordance with its terms. BUDGET AND PAYMENT DEADLINE The budget and payment deadline will be defined in each SOW. Unless otherwise provided in this SOW, uncontested invoices are payable within 30 calendar days of receipt of the invoice. Payment is made as follows: [SPECIFY]. INDEPENDENT CONTRACTOR The relationship between [PARTY A] and [PARTY B] shall, within the context of the SOW, be that of an independent contractor, and nothing in this Agreement should be construed to create a partnership, joint venture, or employer-employee relationship. Each Party shall, at all times during the term of this Agreement, perform the duties and responsibilities herein without any control by the other Party. Either Party may realize a profit or loss in connection with performing the services. Either Party may render similar services for the benefit of others. Neither Party is an agent of the other Party and is not authorized to make any representation, contract, or contract commitment on behalf of the other Party. DELIVERABLES The Supplier shall provide the goods and/or services described in the Statement of Work (attached) of this Master Service Agreement. CONFIDENTIALITY Information shall be treated as confidential during the term of this Agreement and for a period of seven (7) years thereafter. During such period, the parties will not: (a) disclose the Confidential Information of the Disclosing Party to any third party, using at least the same degree of care as it uses to protect its own confidential information, but not less than reasonable care or (b) use such information for any purpose other than to perform its obligations under this Agreement. Confidential Information does not include information which has previously been made generally available to the public, becomes publicly known, without fault on the part of the Receiving Party, subsequent to disclosure by the Disclosing Party of such information to the Receiving Party, is received by the Receiving Party at any time from a source, other than the Disclosing Party, lawfully having possession of and the right to disclose such information, otherwise becomes known by the Receiving Party prior to disclosure by the Disclosing Party to the receiving party of such information, or is independently developed by the Receiving Party without use of such information","Master Service Agreement","7","https://templates.business-in-a-box.com/imgs/1000px/master-service-agreement-D12657.png","https://templates.business-in-a-box.com/imgs/250px/12657.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#12657.xml",{"title":134,"description":6},"master service agreement",[136,137],{"label":29,"url":95},{"label":29,"url":95},"/template/master-service-agreement-D12657",{"description":140,"descriptionCustom":6,"label":141,"pages":114,"size":87,"extension":10,"preview":142,"thumb":143,"svgFrame":144,"seoMetadata":145,"parents":147,"keywords":146,"url":154},"DATA PROCESSING AGREEMENT This Data Processing Agreement (\"Agreement\") is entered into effect as of [DATE], BETWEEN: [DATA CONTROLLER NAME], (\"Data Controller\") an individual with their main address located at OR a team leader of a group organized within the [Company/Organization] of [COMPANY/ORGANIZATION NAME], with its office located at: [COMPLETE ADDRESS] AND: [DATA PROCESSOR NAME], (\"Data Processor\") an individual with their main address located at OR a member of the team organized within the [Company/Organization] of [COMPANY/ORGANIZATION NAME], with their address located at: [COMPLETE ADDRESS] RECITALS: WHEREAS, the Data Controller is engaged in [DESCRIPTION OF BUSINESS ACTIVITY], and in connection therewith, collects and processes Personal Data; WHEREAS, the Data Controller wishes to engage the Data Processor to perform certain services which require the processing of Personal Data on behalf of the Data Controller; WHEREAS, the parties seek to ensure compliance with the relevant data protection laws and regulations in the processing of Personal Data; NOW, THEREFORE, in consideration of the mutual covenants contained herein, the parties hereto agree as follows: DEFINITIONS AND INTERPRETATION \"Personal Data\" means any information relating to an identified or identifiable natural person ('Data Subject') that is processed by the Data Processor on behalf of the Data Controller as a result of the services provided under this Agreement. \"Processing\" encompasses any operation performed on Personal Data, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, restriction, erasure, or destruction. Definitions of \"Data Subject\", \"Controller\", \"Processor\", and \"Supervisory Authority\" shall be in accordance with the definitions provided by the relevant data protection laws and regulations. SCOPE AND PURPOSE OF DATA PROCESSING 2.1 The Data Processor agrees to process Personal Data solely for the purpose of [SPECIFY SERVICES] and strictly within the documented instructions received from the Data Controller, unless required by law to which the Data Processor is subject","Data Processing Agreement","https://templates.business-in-a-box.com/imgs/1000px/data-processing-agreement-D13954.png","https://templates.business-in-a-box.com/imgs/250px/13954.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#13954.xml",{"title":146,"description":6},"data processing agreement",[148,151],{"label":149,"url":150},"Finance & Accounting","finance-accounting",{"label":152,"url":153},"Shareholders & Investors","shareholders-investors","/template/data-processing-agreement-D13954",{"description":156,"descriptionCustom":6,"label":157,"pages":8,"size":158,"extension":10,"preview":159,"thumb":160,"svgFrame":161,"seoMetadata":162,"parents":163,"keywords":168,"url":169},"SERVICE LEVEL AGREEMENT This Service Level Agreement (the Agreement\") is effective as of [DATE] (the \"Effective Date\"). BETWEEN: [YOUR COMPANY NAME] (the \"Service Provider\"), a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [YOUR COMPLETE ADDRESS] AND: [CLIENT NAME] (the \"Client\"), a corporation organized and existing under the laws of the [State/Province] of [STATE/PROVINCE], with its head office located at: [COMPLETE ADDRESS] RECITALS This Agreement sets forth the terms and conditions under which Client will provide Service Provider with certain Equipment under bailment and Service Provider will provide certain support services to Client on specified Service Provider premises (hereinafter referred to as the \"Service Provider Network Location(s)\"). WHEREAS, Service Provider is desirous and capable of providing support services for certain Client-Provided Equipment which interconnects to Service Provider transmission services; and WHEREAS, Client desires to have the Equipment supported by Service Provider in a designated portion of certain Service Provider Network Location(s), as set forth in Exhibit A of this agreement (hereinafter referred to as the \"Location and Equipment Summary\"), which is attached hereto and made a part hereof; and WHEREAS, Client and Service Provider (hereinafter referred to cumulatively as the \"Parties\" and singularly as the \"Party\") have agreed on the terms which shall govern the bailment and support of the Equipment as set forth in Exhibit B of this agreement (hereinafter referred to as the \"Statement of Work\"), which is attached hereto and made a part hereof, and as set forth in Exhibit C of this agreement (hereinafter referred to as the \"Non-Recurring and Monthly Recurring Pricing Summary\"), which is attached hereto and made a part hereof; NOW, THEREFORE, in consideration of the mutual agreements and promises contained herein and for other good and valuable consideration, the receipt and sufficiency of which is hereby acknowledged, the Parties agree as follows: UNDERTAKINGS Client will provide for the inside delivery of the Equipment at the Service Provider Network Location(s) as specified in the Location and Equipment Summary with proper and timely notification as specified in the Statement of Work. Client will install the Equipment at the Service Provider Network Location(s) as specified in the Location and Equipment Summary in accordance with Service Provider and Industry standards and practices as specified in the Statement of Work. Service Provider will connect the Equipment to Service Provider services at the Service Provider Network Location(s) as specified in the Location and Equipment Summary in accordance with Service Provider standards and practices as specified in the Statement of Work. Service Provider will hold the Equipment in bailment for use only at the Service Provider Network Location(s) as specified in the Location and Equipment Summary and only for the purposes contemplated herein. During the term of the bailment, Service Provider shall provide space, power, testing, environment and other support services for the Equipment as set forth in the Statement of Work and Service Provider shall have no other responsibility for the Equipment. Client shall cooperate fully with Service Provider in the provision of these support services and agrees to perform those activities identified as Client Responsibilities in the Statement of Work. TERM AND TERMINATION The initial term of this Agreement shall commence on the [DATE], shall continue for a period of [NUMBER] years, and then shall terminate on [DATE]. This Agreement is binding when executed by Client and subsequently accepted by Service Provider and once accepted by Service Provider, the rates and charges provided in this Agreement will be effective from the first day of the next billing cycle following Client's signature date (the \"Effective Date\"). Either Party may terminate this Agreement following the giving of [NUMBER] calendar days prior written notice of termination to the other Party. If Client terminates this Agreement prior to the expiration of the initial [NUMBER] year term, Client will pay Service Provider, in addition to all other charges due, per Service Provider Network Location, which amount shall represent liquidated damages that Client agrees are reasonable. Client shall remove its Equipment from the Service Provider Network Location(s) within [NUMBER] calendar days of the termination of this Agreement and, if Client fails to do so, Service Provider may itself remove the Equipment and store the same at Client's expense and at Client's sole risk. Any expenditure by Service Provider for the removal and storage of the Equipment shall bear interest at the lesser of [%] per annum or the maximum rate permitted by law. The rights and duties in Article D, \"Warranty and Liability\" shall survive the termination of this Agreement. FINANCIAL PROVISIONS Client shall pay Service Provider a non-recurring fee for Site Preparation, Additional AC or DC Power Circuits and Circuit Interconnection at each of the Service Provider Network Location(s) as set forth in the Non-Recurring and Monthly Recurring Pricing Summary. Client shall pay Service Provider on a monthly recurring basis for Location Management Fee(s), an Uninterruptable Power Supply (UPS) for [115V OR OTHER] AC Power Circuits and for Service Provider First-Level Maintenance Support at each of the Service Provider Network Location(s) as set forth in the Non-Recurring and Monthly Recurring Pricing Summary. Client shall pay Service Provider a one time charge of [AMOUNT per circuit when, at the Client's request, Service Provider provided cabling is added, moved or changed after the initial Site Preparation work listed in the Equipment and Location Summary is completed by Service Provider. This charge is in addition to any other charges specified in the applicable tariff or contract from the entity from which the facility or service is obtained. For equipment moves made pursuant to Client's request, Client shall pay for each unit of Equipment this is moved to a different location within the same Service Provider Network Location after the initial Site Preparation work listed in the Equipment and Location Summary is completed by Service Provider. Client shall pay directly or reimburse Service Provider, as applicable, for all taxes, duties, and similar liabilities which may result from this Agreement, or any support services specified hereunder, exclusive of taxes based on Service Provider's net income. All invoices shall be due and payable in [CURRENCY] within [NUMBER] calendar days upon receipt as set forth in the Non-Recurring and Monthly Recurring Pricing Summary. WARRANTY AND LIABILITY Service Provider warrants that its undertakings hereunder shall be performed in a professional and workmanlike manner and that it will provide Support Services in accordance with this Agreement. NO OTHER WARRANTIES ARE EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANYWARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Client warrants that it has the unrestricted right to place the Equipment at Service Provider's Location(s) listed in the Location and Equipment Summary for the term of this Agreement. Except as otherwise set forth herein, neither Party shall be deemed negligent, at fault or liable in any respect to the other for any delay, interruption or failure in performance hereunder resulting from fire, flood, water, the elements, explosions, acts of God, war, accidents, labor disputes, strikes, shortages of equipment or suppliers, unavailability of transportation or other cause beyond the reasonable control of the Party delayed or prevented from performing.","Service Level Agreement",89,"https://templates.business-in-a-box.com/imgs/1000px/service-level-agreement-D778.png","https://templates.business-in-a-box.com/imgs/250px/778.png","https://templates.business-in-a-box.com/svgs/docviewerWebApp1.html?v6#778.xml",{"title":6,"description":6},[164,167],{"label":165,"url":166},"Software & Technology","software-technology-business",{"label":165,"url":166},"service level agreement","/template/service-level-agreement-D778",false,{"seo":172,"reviewer":185,"quick_facts":189,"at_a_glance":192,"personas":196,"variants":221,"glossary":247,"clauses":284,"how_to_fill":335,"common_mistakes":376,"faqs":401,"industries":429,"comparisons":454,"diy_vs_lawyer":468,"jurisdictions":481,"related_template_ids_curated":502,"schema":510,"classification":511},{"meta_title":173,"meta_description":174,"primary_keyword":175,"secondary_keywords":176},"Call Center Outsourcing Agreement Template | Free Word Download","Free call center outsourcing agreement template. Covers SLAs, data privacy, staffing, IP, confidentiality, and termination.","call center outsourcing agreement template",[177,178,179,180,181,182,183,184],"outsourcing call center support agreement","call center services contract template","call center outsourcing contract","customer support outsourcing agreement","BPO agreement template","call center agreement template free","outsourced customer service contract","call center SLA agreement",{"name":186,"credential":187,"reviewed_date":188},"Bruno Goulet","CEO, Business in a Box","2026-05-02",{"difficulty":190,"legal_review_recommended":191,"signature_required":191},"advanced",true,{"what_it_is":193,"when_you_need_it":194,"whats_inside":195},"An Agreement for Outsourcing Call Center Support is a legally binding contract between a client company and a third-party call center provider that governs the full scope of outsourced customer support services. This free Word download covers SLAs, staffing requirements, data privacy obligations, confidentiality, IP ownership, fees, and termination in a single document you can edit online and export as PDF before execution.\n","Use it before handing off any inbound, outbound, or blended customer support function to an external provider — whether for a pilot program, a seasonal surge, or a permanent operational transfer. It is equally necessary when the provider will handle sensitive customer data, process payments, or represent your brand to end customers.\n","Scope of services, service level agreements with measurable KPIs, staffing and training obligations, data security and privacy requirements, fees and invoicing terms, confidentiality, IP assignment, liability caps, and termination rights including transition assistance upon exit.\n",[197,201,205,209,213,217],{"title":198,"use_case":199,"icon_asset_id":200},"E-commerce operators","Outsourcing order support, returns, and live chat to a BPO provider","persona-ecommerce-operator",{"title":202,"use_case":203,"icon_asset_id":204},"SaaS company founders","Offloading tier-1 customer support to a third-party team while scaling","persona-startup-founder",{"title":206,"use_case":207,"icon_asset_id":208},"Operations directors","Formalizing an existing call center relationship with enforceable SLAs","persona-operations-director",{"title":210,"use_case":211,"icon_asset_id":212},"BPO and call center providers","Protecting scope, payment terms, and liability before onboarding a client","persona-service-provider",{"title":214,"use_case":215,"icon_asset_id":216},"Healthcare administrators","Engaging a HIPAA-compliant contact center for patient scheduling and intake","persona-healthcare-admin",{"title":218,"use_case":219,"icon_asset_id":220},"Financial services firms","Outsourcing regulated customer interactions with contractual compliance obligations","persona-financial-services",[222,225,229,233,236,239,243],{"situation":223,"recommended_template":7,"slug":224},"Outsourcing inbound customer service calls only","agreement-for-outsourcing-call-center-support-D143",{"situation":226,"recommended_template":227,"slug":228},"Engaging a provider for outbound sales or telemarketing","Telemarketing Services Agreement","call-center-and-telemarketing-agreement-D5215",{"situation":230,"recommended_template":231,"slug":232},"Broad business process outsourcing beyond call center functions","Business Process Outsourcing Agreement","business-process-management-D12896",{"situation":234,"recommended_template":100,"slug":235},"Hiring an independent contractor agent rather than a full provider","independent-contractor-agreement-D160",{"situation":237,"recommended_template":141,"slug":238},"Adding a data processing addendum to an existing services agreement","data-processing-agreement-D13954",{"situation":240,"recommended_template":241,"slug":242},"Short-term or seasonal surge support with a fixed end date","Fixed-Term Service Agreement","fixed-term-contract-D13225",{"situation":244,"recommended_template":245,"slug":246},"Outsourcing IT help desk instead of customer-facing support","IT Services Agreement","it-service-agreement-D13422",[248,251,254,257,260,263,266,269,272,275,278,281],{"term":249,"definition":250},"Service Level Agreement (SLA)","A contractual commitment specifying minimum performance standards — such as average speed to answer, first-call resolution rate, and abandonment rate — that the provider must meet.",{"term":252,"definition":253},"Average Handle Time (AHT)","The average duration of a single customer interaction from the moment the agent answers to the end of any post-call work, used as a KPI in SLAs.",{"term":255,"definition":256},"First-Call Resolution (FCR)","The percentage of customer contacts resolved in a single interaction without requiring a callback or escalation — a primary quality metric for call centers.",{"term":258,"definition":259},"Business Process Outsourcing (BPO)","The practice of contracting one or more business functions — including customer support — to an external provider rather than handling them in-house.",{"term":261,"definition":262},"Statement of Work (SOW)","A schedule or exhibit attached to the master agreement that defines the specific services, volume commitments, locations, staffing levels, and deliverables for a given engagement.",{"term":264,"definition":265},"Data Processing Addendum (DPA)","A supplemental agreement governing how the provider may collect, store, process, and delete personal data on behalf of the client, required under GDPR, CCPA, and similar regulations.",{"term":267,"definition":268},"Service Credit","A financial remedy — typically a percentage reduction in the next invoice — owed by the provider to the client when SLA performance falls below the contracted threshold.",{"term":270,"definition":271},"Transition Assistance","Obligations requiring the outgoing provider to cooperate with handover to a successor vendor, including data export, knowledge transfer, and staffing continuity for a defined period.",{"term":273,"definition":274},"Force Majeure","A clause excusing a party's non-performance when caused by events outside reasonable control — such as natural disasters, pandemics, or government orders — for a defined period.",{"term":276,"definition":277},"Indemnification","A contractual obligation requiring one party to compensate the other for losses, claims, or damages arising from a defined category of fault or breach.",{"term":279,"definition":280},"Liability Cap","A contractual ceiling — often expressed as a multiple of fees paid in the preceding 12 months — limiting the maximum amount either party can recover in damages.",{"term":282,"definition":283},"Change Order","A written amendment to the Statement of Work that formally modifies scope, volume, pricing, or timelines, requiring signatures from both parties before taking effect.",[285,290,295,300,305,310,315,320,325,330],{"name":286,"plain_english":287,"sample_language":288,"common_mistake":289},"Parties, recitals, and definitions","Identifies the client and the provider by their full legal entity names, states the commercial purpose of the agreement, and defines all capitalized terms used throughout.","This Agreement for Outsourcing Call Center Support ('Agreement') is entered into as of [EFFECTIVE DATE] by and between [CLIENT LEGAL NAME], a [STATE/COUNTRY] [ENTITY TYPE] ('Client'), and [PROVIDER LEGAL NAME], a [STATE/COUNTRY] [ENTITY TYPE] ('Provider').","Using a trading name instead of the registered legal entity for either party — this can void specific clauses or make enforcement against the correct legal entity difficult.",{"name":291,"plain_english":292,"sample_language":293,"common_mistake":294},"Scope of services and Statement of Work","Specifies exactly which call center functions are outsourced — inbound, outbound, email, chat, or blended — the supported channels, languages, hours of operation, and contact volumes anticipated.","Provider shall perform the services described in Schedule A (Statement of Work), including inbound customer support via [CHANNELS] in [LANGUAGE(S)], available [HOURS] across [COVERAGE DAYS], handling an estimated [VOLUME] contacts per month.","Defining scope in the body of the agreement instead of a separate SOW. Embedding scope makes it operationally hard to update as volumes or channels change without a full contract amendment.",{"name":296,"plain_english":297,"sample_language":298,"common_mistake":299},"Service level agreements and KPIs","Sets measurable performance targets — average speed to answer, first-call resolution rate, customer satisfaction score, and abandonment rate — along with the measurement method and reporting cadence.","Provider shall maintain the following minimum SLAs: (a) Average Speed to Answer: [X] seconds for [Y]% of calls; (b) First-Call Resolution: [Z]% or above; (c) Customer Satisfaction Score: [X]/5.0 or above; (d) Abandonment Rate: no greater than [X]%.","Setting SLA targets without specifying the measurement method or data source — disputes over whether a threshold was met are nearly impossible to resolve without agreed measurement rules.",{"name":301,"plain_english":302,"sample_language":303,"common_mistake":304},"Staffing, training, and quality assurance","States the provider's obligations to maintain adequate staffing levels, train agents on the client's products and brand standards, and conduct ongoing quality monitoring including call recording and scoring.","Provider shall maintain a minimum of [X] full-time-equivalent agents dedicated to Client's account, complete Client's onboarding training program within [X] days of hire, and conduct quality audits on a minimum of [X]% of calls per month using Client's approved scoring rubric.","Leaving staffing ratios undefined and relying on the provider's discretion. Understaffing is the single most common cause of SLA breaches, and without a contractual minimum, the client has no remedy.",{"name":306,"plain_english":307,"sample_language":308,"common_mistake":309},"Fees, invoicing, and service credits","Defines the fee structure (per-minute, per-call, per-agent, or flat monthly), invoicing frequency, payment terms, late-payment penalties, and the formula for service credits when SLAs are missed.","Client shall pay Provider a monthly fee of $[AMOUNT] based on [FEE BASIS], invoiced on the [X]th of each month, due Net [30] days. For each month in which Provider fails to meet any SLA, Client shall receive a service credit equal to [X]% of that month's fees per breached metric, up to a maximum of [Y]% of monthly fees.","Capping service credits at a token percentage — such as 2% of monthly fees — that provides no real financial incentive for the provider to fix persistent performance issues.",{"name":311,"plain_english":312,"sample_language":313,"common_mistake":314},"Data security, privacy, and compliance","Requires the provider to implement and maintain specified security controls, restricts how customer personal data may be used, mandates breach notification within a defined timeframe, and incorporates applicable regulatory compliance obligations.","Provider shall maintain information security controls no less rigorous than [ISO 27001 / SOC 2 Type II] standards. Provider shall notify Client of any confirmed or suspected data breach within [48] hours of discovery. Provider shall process Client's customer data solely as instructed by Client and shall not use such data for any purpose other than performing the Services.","Omitting a breach notification timeframe or setting one longer than 72 hours — which conflicts with GDPR's mandatory 72-hour supervisory authority notification window and exposes the client to regulatory fines.",{"name":316,"plain_english":317,"sample_language":318,"common_mistake":319},"Confidentiality and intellectual property","Prohibits the provider from disclosing or using the client's confidential business information, customer data, and brand assets, and confirms that all work product, scripts, and materials created for the client belong to the client.","All scripts, training materials, knowledge base content, and other work product created by Provider specifically for Client under this Agreement shall be the sole property of Client and are hereby assigned to Client. Provider shall treat all Client Confidential Information with no less care than it uses for its own confidential information, and in no event less than reasonable care.","Failing to specify who owns call recordings and interaction transcripts. Providers routinely retain these as operational assets unless the contract explicitly assigns them to the client.",{"name":321,"plain_english":322,"sample_language":323,"common_mistake":324},"Term, termination, and transition assistance","Sets the initial contract term, renewal mechanics, the notice period required for either party to terminate, conditions permitting immediate termination for cause, and the provider's obligations to assist with handover to a successor vendor.","This Agreement shall commence on [START DATE] and continue for an initial term of [X] months, renewing automatically for successive [X]-month periods unless either party provides [90] days' written notice of non-renewal. Upon termination, Provider shall provide up to [X] months of Transition Assistance, including data export in [FORMAT], knowledge transfer sessions, and staffing continuity, at no additional charge.","No transition assistance clause. Without it, a provider facing termination has no contractual obligation to cooperate with handover, leaving the client operationally stranded — sometimes for months.",{"name":326,"plain_english":327,"sample_language":328,"common_mistake":329},"Liability cap and indemnification","Limits each party's maximum aggregate liability to a defined ceiling — typically 12 months of fees paid — and allocates responsibility for specific categories of loss, including data breaches, third-party IP claims, and regulatory fines.","Each party's total aggregate liability under this Agreement shall not exceed the fees paid by Client to Provider in the [12] months immediately preceding the event giving rise to the claim. This cap shall not apply to breaches of confidentiality, data security obligations, or either party's indemnification obligations.","Applying the liability cap to data breach losses. A data breach affecting tens of thousands of customers can generate regulatory fines and class-action costs that dwarf a year's contract value — carving breach exposure out of the cap is essential.",{"name":331,"plain_english":332,"sample_language":333,"common_mistake":334},"Governing law and dispute resolution","Specifies which jurisdiction's law governs the contract, how disputes are escalated before litigation (escalation ladder, mediation), and whether unresolved disputes go to arbitration or court.","This Agreement is governed by the laws of [STATE / PROVINCE / COUNTRY]. The parties shall attempt in good faith to resolve disputes through executive escalation within [30] days of written notice. Unresolved disputes shall be submitted to binding arbitration administered by [AAA / JAMS / ICC] in [CITY / JURISDICTION].","Choosing a governing law with no real connection to either party's operations. Courts in many jurisdictions will apply local consumer protection or data privacy law regardless of what the contract states.",[336,341,346,351,356,361,366,371],{"step":337,"title":338,"description":339,"tip":340},1,"Identify both legal entities and insert the effective date","Enter the full registered legal names of both the client company and the provider. Confirm entity type (LLC, corporation, Ltd.) and the state or country of formation for each. Set the effective date as the date both parties will sign.","Cross-check the provider's registered legal name against their business registration certificate before execution — brand names and legal names frequently differ in the BPO industry.",{"step":342,"title":343,"description":344,"tip":345},2,"Draft and attach the Statement of Work as Schedule A","Define the specific services, supported channels (phone, email, chat, social), languages, hours of coverage, estimated monthly contact volumes, and any geographic restrictions. The SOW should stand alone as an operational document the provider's team uses daily.","Include a volume range — not just a single figure — to establish what triggers renegotiation. For example, 'between 5,000 and 15,000 contacts per month; volumes above 15,000 require a written change order.'",{"step":347,"title":348,"description":349,"tip":350},3,"Set measurable SLA targets and measurement rules","Specify numeric thresholds for each KPI — average speed to answer in seconds, FCR percentage, CSAT score, abandonment rate — and state the measurement tool, reporting cadence, and who provides the data.","Require the provider to deliver a monthly performance report by the 5th business day of the following month. Delayed reporting obscures performance issues and delays service credit claims.",{"step":352,"title":353,"description":354,"tip":355},4,"Define the fee structure and service credit formula","Enter the fee basis (per-agent FTE, per-minute, per-call, or monthly flat), the invoicing schedule, payment terms, and the exact service credit percentage and cap formula. Confirm that credits apply per breached metric, not per month overall.","Set the service credit cap at 20–30% of monthly fees rather than the industry-common 5–10%. A meaningful credit is the primary financial incentive for performance recovery.",{"step":357,"title":358,"description":359,"tip":360},5,"Complete the data security and privacy obligations","Specify the security standard the provider must meet (ISO 27001, SOC 2 Type II, PCI DSS if payments are involved) and the breach notification window. If EU, UK, or California residents' data is involved, attach a Data Processing Addendum.","Ask the provider for their most recent SOC 2 Type II audit report before signing — a refusal to produce it is a material red flag.",{"step":362,"title":363,"description":364,"tip":365},6,"Negotiate the liability cap and carve-outs","Set the aggregate liability cap as a multiple of annual fees paid. Explicitly carve out confidentiality breaches, data security incidents, and IP indemnification from the cap so those categories carry uncapped exposure.","Verify that the provider carries sufficient cyber liability insurance — $1M minimum for most engagements, $5M+ for healthcare or financial services — and require the client to be named as an additional insured.",{"step":367,"title":368,"description":369,"tip":370},7,"Set the term, notice periods, and transition assistance terms","Choose an initial term (12 or 24 months is most common), automatic renewal periods, and the notice window required to exit (90 days is standard). Define transition assistance duration, deliverables, and whether it is included in fees or billed at cost.","Negotiate transition assistance before signing, not after notice is given. Providers who know they are being replaced have little incentive to cooperate without a contractual obligation already in place.",{"step":372,"title":373,"description":374,"tip":375},8,"Execute before the provider begins any work","Both authorized signatories must sign before the provider accesses any customer data, begins training, or handles a single contact. Post-start execution creates fresh consideration problems and leaves early data handling legally ungoverned.","Use a timestamped eSignature platform and store the fully executed agreement in a location accessible to both your legal team and the operational team managing the relationship.",[377,381,385,389,393,397],{"mistake":378,"why_it_matters":379,"fix":380},"Embedding scope in the contract body instead of a SOW","Changing a single service channel or volume commitment requires a full contract amendment rather than a simple SOW revision, creating administrative drag and legal cost for routine operational adjustments.","Move all service specifics to Schedule A (Statement of Work) and include a change-order clause allowing the SOW to be updated by mutual written agreement without amending the master agreement.",{"mistake":382,"why_it_matters":383,"fix":384},"SLAs without defined measurement methods","When the client and provider use different reporting tools or different definitions of 'abandoned call,' every underperformance period becomes a dispute rather than a credit calculation.","Specify the exact system of record for each metric (e.g., the provider's ACD platform report), the sampling period, and who is responsible for generating and distributing the monthly performance report.",{"mistake":386,"why_it_matters":387,"fix":388},"No data breach notification deadline","GDPR requires notification to supervisory authorities within 72 hours of a breach. If the provider discovers a breach and has no contractual obligation to notify you promptly, you may miss that window and face regulatory fines.","Set a 24- to 48-hour notification obligation in the contract — shorter than the regulatory deadline so you have time to assess and file before the clock runs out.",{"mistake":390,"why_it_matters":391,"fix":392},"Applying the liability cap to data security incidents","A data breach affecting customer personal data can trigger regulatory fines, class-action settlements, and remediation costs that exceed a year's contract fees many times over — meaning the cap provides no real protection.","Explicitly carve data security breaches, confidentiality breaches, and IP indemnification obligations out of the aggregate liability cap so those categories carry separate or uncapped exposure.",{"mistake":394,"why_it_matters":395,"fix":396},"No transition assistance obligation","A provider who receives a termination notice has no financial or reputational incentive to cooperate with handover without a contractual obligation — data export can be delayed, knowledge transfer refused, and staffing pulled before a successor is ready.","Include a transition assistance clause requiring the provider to cooperate for up to 90 days post-termination notice, specifying data export format, knowledge transfer sessions, and staffing continuity — and include it as a survival obligation.",{"mistake":398,"why_it_matters":399,"fix":400},"Omitting call recording and transcript ownership","Call recordings are operationally valuable for QA and legally significant in disputes. Without explicit ownership language, providers treat them as their own operational data and may withhold or delete them on exit.","State explicitly that all call recordings, transcripts, and interaction data generated under the agreement are the sole property of the client, and require the provider to deliver a complete export within 30 days of termination.",[402,405,408,411,414,417,420,423,426],{"question":403,"answer":404},"What is a call center outsourcing agreement?","A call center outsourcing agreement is a legally binding contract between a client company and a third-party provider that governs the outsourcing of customer support functions — inbound calls, outbound calls, email, live chat, or a combination. It defines the scope of services, performance standards, data handling obligations, fees, and the conditions under which either party may exit the relationship. Without it, both parties are exposed to significant operational and legal risk.\n",{"question":406,"answer":407},"What should a call center outsourcing agreement include?","At minimum: full legal names of both parties, a Statement of Work defining services and volumes, SLAs with measurable KPIs, staffing and training obligations, data security and privacy requirements, fee structure and service credits, confidentiality, IP and recording ownership, liability cap and indemnification, termination notice periods, transition assistance, and governing law. Missing any of these creates gaps that are costly to resolve once a dispute arises.\n",{"question":409,"answer":410},"What SLAs should I include in a call center outsourcing contract?","Standard SLA metrics include average speed to answer (target 20–30 seconds for 80% of calls), first-call resolution rate (60–75% is typical), customer satisfaction score, abandonment rate (under 5%), and agent utilization rate. Each metric should have a numeric threshold, a measurement method, a reporting cadence, and a service credit formula triggered when the threshold is not met. Avoid SLAs without all four components — they are decorative rather than enforceable.\n",{"question":412,"answer":413},"Who owns the call recordings made by the outsourced provider?","Ownership depends entirely on what the contract says. Many providers treat recordings as their own operational data by default. To ensure the client retains ownership, the agreement must explicitly assign all recordings, transcripts, and interaction data to the client and require a full data export within a defined period upon termination. Without this language, recovering your recordings after a contentious exit can require litigation.\n",{"question":415,"answer":416},"What data privacy obligations should the contract address?","The contract should require the provider to maintain a specified security standard (ISO 27001 or SOC 2 Type II), limit data use strictly to performing the services, notify the client of any breach within 24–48 hours, and comply with applicable privacy laws. If the provider will handle data from EU or UK residents, a Data Processing Addendum compliant with GDPR is legally required. For California residents, CCPA service provider provisions must be incorporated.\n",{"question":418,"answer":419},"What is a reasonable liability cap for a call center outsourcing contract?","A cap of 12 months of fees paid in the preceding year is the most common starting point. However, data security breaches, confidentiality violations, and IP indemnification should be carved out of the cap — these categories can generate losses that far exceed annual contract value. Require the provider to maintain cyber liability insurance with limits proportionate to the data they handle (at minimum $1M for general support, $5M for healthcare or financial services).\n",{"question":421,"answer":422},"How much notice should I require before terminating the contract?","Ninety days is the industry standard for termination without cause in call center outsourcing agreements. This gives both parties time to wind down or transition without operational disruption. For cause termination — such as a material data breach or persistent SLA failure — an immediate or 30-day notice right is more appropriate. Always pair termination notice with a transition assistance obligation covering the notice period.\n",{"question":424,"answer":425},"Do I need a lawyer to draft a call center outsourcing agreement?","For straightforward domestic arrangements with a small provider and limited data exposure, a high-quality template is a strong starting point. Engage a lawyer when the provider will handle sensitive personal data (health records, payment card data), when the engagement is cross-border, when annual contract value exceeds $250K, or when the client operates in a regulated industry such as healthcare or financial services. A template review typically costs $500–$1,500 and is well worth it for multi-year or high-volume engagements.\n",{"question":427,"answer":428},"What happens if the provider misses SLA targets consistently?","If the contract includes a service credit clause, the client receives a percentage reduction on the next invoice for each breach. Beyond credits, most well-drafted agreements also give the client a right to terminate for cause if SLA failures persist for two or three consecutive months — providing a meaningful exit right without the burden of proving damages. Without both mechanisms, the client is financially exposed to poor performance with no practical remedy short of litigation.\n",[430,434,438,442,446,450],{"industry":431,"icon_asset_id":432,"specifics":433},"E-commerce and retail","industry-ecommerce","High seasonal volume spikes require contractual surge staffing provisions and volume-based pricing tiers that adjust automatically above and below defined thresholds.",{"industry":435,"icon_asset_id":436,"specifics":437},"Healthcare","industry-healthtech","Providers handling patient scheduling, intake, or billing must be contractually bound to HIPAA Business Associate obligations, with BAA provisions either embedded or attached as an exhibit.",{"industry":439,"icon_asset_id":440,"specifics":441},"Financial services","industry-fintech","PCI DSS compliance is mandatory for any provider handling payment card data; FINRA or FCA record-keeping obligations require defined call recording retention periods and access rights.",{"industry":443,"icon_asset_id":444,"specifics":445},"SaaS and technology","industry-saas","Tier-1 support outsourcing requires detailed escalation path definitions, access to internal knowledge bases, and integration with the client's ticketing platform — all governed by separate technical exhibits.",{"industry":447,"icon_asset_id":448,"specifics":449},"Telecommunications","industry-telecom","Providers supporting telecom clients must comply with TCPA regulations for outbound calls and maintain state-by-state do-not-call compliance documentation as part of their contractual obligations.",{"industry":451,"icon_asset_id":452,"specifics":453},"Insurance","industry-insurance","Agents handling first-notice-of-loss or policy inquiries may require state licensing; the agreement must confirm the provider's obligation to ensure agent credentials are current and disclosed to the client.",[455,459,461,465],{"vs":456,"vs_template_id":457,"summary":458},"General Services Agreement","service-agreement-D12711","A general services agreement covers the broad exchange of services for fees but lacks the operational specificity needed for call center outsourcing. It does not address SLAs, AHT, FCR, agent staffing ratios, call recording ownership, or surge pricing. A call center outsourcing agreement includes all of these as core components, not optional addenda. Use the general services agreement for simpler vendor relationships where output is project-based rather than volume-driven.",{"vs":100,"vs_template_id":235,"summary":460},"An independent contractor agreement engages an individual for specific deliverables without employment entitlements. It is not appropriate for outsourcing to a call center provider with its own workforce. Misclassifying a BPO provider relationship as a contractor engagement creates gaps in data security obligations, liability allocation, and SLA enforceability. Use a call center outsourcing agreement whenever the counterparty is an entity operating a staffed call center, not an individual.",{"vs":462,"vs_template_id":463,"summary":464},"Non-Disclosure Agreement","non-disclosure-agreement-nda-D12692","An NDA addresses confidentiality alone — it does not govern services, SLAs, fees, data security controls, or termination rights. Many outsourcing relationships begin with an NDA during due diligence, followed by the full outsourcing agreement at execution. The call center outsourcing agreement includes a confidentiality clause that supersedes any prior standalone NDA between the parties, so both documents are rarely needed simultaneously.",{"vs":128,"vs_template_id":466,"summary":467},"D{MASTER_SERVICE_AGREEMENT_ID}","A Master Service Agreement sets the overarching commercial terms for a vendor relationship — liability, confidentiality, IP, governing law — and is designed to govern multiple Statements of Work over time. A call center outsourcing agreement combines the master terms and the first SOW in a single document, which is simpler for single-engagement arrangements. For enterprises managing multiple BPO vendors or multiple service lines with one provider, an MSA plus separate SOWs offers more flexibility.",{"use_template":469,"template_plus_review":473,"custom_drafted":477},{"best_for":470,"cost":471,"time":472},"Domestic outsourcing arrangements with established providers for non-sensitive support functions, annual contract value under $150K","Free","1–3 hours to complete",{"best_for":474,"cost":475,"time":476},"Cross-border engagements, providers handling personal data, regulated industries, or contracts with annual value of $150K–$500K","$500–$1,500","3–7 days",{"best_for":478,"cost":479,"time":480},"Large-scale BPO engagements, healthcare or financial services clients, multi-jurisdiction data flows, or contracts exceeding $500K annually","$2,000–$8,000+","2–6 weeks",[482,487,492,497],{"code":483,"name":484,"flag_asset_id":485,"note":486},"us","United States","flag-us","US call center outsourcing contracts must account for TCPA compliance for any outbound calling, state-by-state do-not-call registry obligations, and CCPA data handling provisions for California residents. At-will employment norms mean provider staffing commitments carry less legal weight than in other jurisdictions — rely on minimum FTE clauses rather than staffing continuity assumptions. If the provider handles payment card data, PCI DSS compliance obligations must be explicitly contracted.",{"code":488,"name":489,"flag_asset_id":490,"note":491},"ca","Canada","flag-ca","Canada's Anti-Spam Legislation (CASL) imposes strict requirements on outbound electronic communications, and PIPEDA (federally) or provincial privacy statutes govern personal data handling. Quebec's Law 25 requires enhanced data governance obligations for providers processing Quebec residents' data and mandates a Privacy Impact Assessment for cross-border data transfers. French-language requirements may apply to contracts and service delivery for Quebec-based operations.",{"code":493,"name":494,"flag_asset_id":495,"note":496},"uk","United Kingdom","flag-uk","Post-Brexit, UK GDPR and the Data Protection Act 2018 require a Data Processing Agreement compliant with UK adequacy standards for any provider handling UK residents' personal data. The ICO expects breach notification within 72 hours. Ofcom regulations govern outbound calling practices, including call abandonment rate limits (no more than 3% of live outbound calls in any 24-hour period). Contracts should reference the FCA's outsourcing requirements for regulated financial services firms.",{"code":498,"name":499,"flag_asset_id":500,"note":501},"eu","European Union","flag-eu","GDPR mandates a Data Processing Agreement (Article 28) for any provider processing EU residents' personal data, requiring documented instructions, sub-processor approval rights, audit rights, and breach notification within 72 hours to the controller. Cross-border data transfers outside the EEA require Standard Contractual Clauses or an adequacy decision. EBA and EIOPA outsourcing guidelines impose additional obligations for financial services and insurance firms, including concentration risk assessment and exit strategy documentation.",[457,235,463,503,238,504,505,506,507,246,508,509],"master-service-agreement-D12657","service-level-agreement-D778","outsourcing-agreement-manufacturing-D898","business-associate-agreement-D12650","vendor-agreement-D13292","employment-agreement_at-will-employee-D541","website-terms-and-conditions-D13193",{"emit_how_to":191,"emit_defined_term":191},{"primary_folder":95,"secondary_folder":512,"document_type":513,"industry":514,"business_stage":515,"tags":516,"confidence":522},"services-and-consulting","agreement","general","all-stages",[517,518,519,520,521],"confidentiality","outsourcing","call-center","services-agreement","sla",0.95,"\u003Ch2>What is an Agreement for Outsourcing Call Center Support?\u003C/h2>\n\u003Cp>An \u003Cstrong>Agreement for Outsourcing Call Center Support\u003C/strong> is a legally binding contract between a client company and a third-party call center or business process outsourcing (BPO) provider that governs every material dimension of the outsourced customer support relationship. It defines the services to be performed, the performance standards the provider must meet, the fees and remedies for underperformance, how customer data must be protected, who owns call recordings and work product, and how either party may exit the arrangement. Unlike a generic services agreement, this document is purpose-built for the operational complexity of call center outsourcing — with SLA mechanisms, staffing obligations, and data privacy provisions that a standard vendor contract does not address.\u003C/p>\n\u003Ch2>Why You Need This Document\u003C/h2>\n\u003Cp>Handing customer interactions to a third party without a comprehensive written agreement exposes your business on multiple fronts simultaneously. Without defined SLAs and service credits, a provider who consistently misses answer-time or resolution targets faces no financial consequence and no contractual basis for termination. Without explicit data security provisions, a breach affecting your customers' personal information can trigger regulatory fines under GDPR, CCPA, or HIPAA — with your business bearing full liability for a failure that occurred in the provider's infrastructure. Without call recording ownership language, recordings that are critical for dispute resolution or quality assurance become the provider's property the moment the relationship ends. And without a transition assistance clause, switching providers can take months longer than necessary because the outgoing vendor has no obligation to cooperate. This template closes all four gaps with enforceable provisions that protect your customers, your data, your brand, and your operational continuity from the first contact to the last.\u003C/p>\n",1779808960936]