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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."
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
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
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
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