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Call Center Outsourcing Agreement Template for Singapore

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Key Requirements PROMPT example:

Call Center Outsourcing Agreement

"Need a Call Center Outsourcing Agreement for our Singapore-based fintech company to outsource customer support operations to a provider in the Philippines, with strict data protection requirements and 24/7 service coverage starting March 2025."

Document background
The Call Center Outsourcing Agreement is essential for businesses looking to externalize their customer service operations while maintaining control over quality and compliance. This document, governed by Singapore law, establishes the framework for service delivery, performance standards, and regulatory compliance, particularly with PDPA requirements. It defines responsibilities, service levels, data protection measures, and operational procedures, making it crucial for businesses seeking to optimize their customer service operations while ensuring legal compliance and risk management.
Suggested Sections

1. Parties: Identification of contracting parties and their legal details

2. Background: Context and purpose of the agreement

3. Definitions: Key terms used throughout the agreement

4. Services: Detailed description of call center services to be provided

5. Service Levels: Performance metrics, KPIs, and quality standards

6. Data Protection and Privacy: PDPA compliance and data handling requirements

7. Confidentiality: Protection of confidential information and trade secrets

8. Payment Terms: Pricing, invoicing, and payment conditions

9. Term and Termination: Duration, renewal, and termination provisions

Optional Sections

1. Business Continuity: Disaster recovery and business continuity plans for critical operations or high-value contracts

2. Technology Requirements: Specific technical infrastructure requirements when specific technology platforms are required

3. Training: Staff training and development requirements when specific qualifications or training standards are needed

4. Transition Services: Provisions for service transition and knowledge transfer when complex operational handover is required

Suggested Schedules

1. Service Level Agreement (SLA): Detailed performance metrics and measurement criteria

2. Pricing Schedule: Detailed pricing structure and calculation methodology

3. Data Processing Agreement: Detailed data protection and processing requirements

4. Technical Requirements: Detailed technical specifications and requirements

5. Training Manual: Staff training procedures and requirements

6. Business Continuity Plan: Detailed disaster recovery and continuity procedures

7. Contact Details: Key personnel and escalation contacts

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok³ÉÈ˰æ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Relevant legal definitions






































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Industries

Personal Data Protection Act (PDPA) 2012: Primary legislation governing the collection, use, disclosure and care of personal data. Includes requirements for data breach notification and cross-border data transfer regulations.

Employment Act: Core labor law governing employment relationships, working conditions, and basic terms of employment in Singapore.

Work Injury Compensation Act: Legislation providing for compensation to employees who suffer injuries or occupational diseases in the course of their employment.

Workplace Safety and Health Act: Law governing workplace safety standards and health requirements for employees.

Central Provident Fund Act: Legislation governing mandatory social security savings scheme affecting employer contributions for local employees.

Telecommunications Act: Regulatory framework for telecommunications systems and services in Singapore, including licensing and operational requirements.

IMDA Regulations: Regulatory guidelines set by Info-communications Media Development Authority for telecommunications and media services.

Consumer Protection (Fair Trading) Act: Law protecting consumers against unfair practices and governing fair trading requirements, including telemarketing practices.

Do Not Call Registry Requirements: Regulations requiring organizations to check the DNC Registry before sending telemarketing messages to Singapore telephone numbers.

Cybersecurity Act 2018: Framework for the protection of critical information infrastructure and regulation of cybersecurity service providers.

Electronic Transactions Act: Law governing electronic transactions and digital signatures, providing legal recognition of electronic records and signatures.

Copyright Act: Protection of intellectual property rights related to creative works, including software and business materials.

Trade Marks Act: Protection of brands, logos and other distinctive marks used in business operations.

Banking Act: Regulations concerning banking secrecy and handling of financial information if dealing with banking sector clients.

Healthcare Information Privacy Laws: Specific regulations governing the handling and protection of medical data and health information.

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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