Call Center Outsourcing Agreement Sample

CONSIDERING that the parties have entered into an agreement with effect from the [date of entry into force] (the « Contract ») for the provision of the Services by the Supplier (the « Services ») as defined in the Supplier; and negotiating a contractual agreement between the call center service provider and the customer is usually a delicate issue. This is due to the fact that, in most cases, there are differences in the expectations of the other. A page might want to pay very little to get as much quality service as possible. The other side may want to earn as much as possible with as few services as possible. Therefore, the explicit indication of what both parties expect in advance reduces the conflict of interest. As of today, one of the most popular Contract Center field standards is an 80:20 ratio. This means that 80% of the calls received are answered by a specialist in 20 seconds. However, this is not a fundamental principle and the final results depend mainly on the specificities of a particular call as well as certain other elements. Thus, the ratio can vary – 90/20, 70/40 or 60/60. By accepting the call center SLA, a company authorizes after-sales service rules.

All company employees who interact with customers are required to sign SLA. Whether it`s a contact center specialist, account manager, or sales assistant, everyone must recognize the SLA customer services accepted by the company and strictly adhere to established rules. It seems obvious that these rules should be followed by the competent staff and it should not even be mentioned. Nevertheless, the Service Level Agreement is useful to put these rules even more in stone and ensure the highest possible quality of service. CONSIDERING that the contract stipulates that a service level agreement is a condition precedent for the extension of the contract; and modern outsourcing companies offer their customers a full range of services for a healthy control of the process of achieving results, using system regulation and customer waiting phases. The effective management of subcontracting functions is the key element to achieve the objectives. Therefore, a company that is looking for the right solution in terms of service management should choose the one that is able to qualitatively achieve the objectives set. Today, outsourcing is no longer a foreign word for the company. It`s comfortable, cost-effective, and it doesn`t take long for it to pay off.

Large companies unsitatingly delegate some of their functional skills to affiliated companies in order to achieve optimal results. The term Average Talking Time (TCA) is considered only during the period during which an operator is online with a customer, including call retention periods. After Call Work (ACW) in the amount of work a call center specialist does after a conversation with a customer ends. This process describes the general actions for a given task, for example. B the insertion of customer data into the database and the activation of the « sleep » mode. The average time before shutdown (ATA) is an indicator of an average time before the call is declination. It covers the period between the date of the appeal procedure and the cancellation without having received a response. Interestingly, some customers are willing to wait a long time for the line, while others give up at the first minute – but contact center employees have learned to measure people`s patience as well as other indicators. Modern enterprises require the constant search for new technologies, approaches to work and the cooperation of enterprises. . .


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