Outsourcing Call Center Agreement is prepared when a company outsources certain work to a vendor, who in turn is responsible for customer handling and experience. This agreement needs to be very airtight to ensure that there is no scope of a discrepancy. Measurements involved to set the standards for the agreement and they act as deliverables. These standard deliverables are also known as Key Performance Indicators (KPI).
KPI’s are documented by companies to set expectations, measure and manage the performance of the contractor. A contractor might fail penalties if KPI’s are not executed within the timeframe agreed upon.
Services that include client handling are very sensitive and therefore to curtail the risk of disappointing customers a clear code of conduct is documented. Service Level agreements are primarily undertaken in call centres, outsourced marketing and promotional activities, digital marketing vendors etc.
Performance monitors and corresponding results.
1. Goals of both the parties involved.
2. Point of contact
3. Conditions of cancellation
5. Ticket resolutions
1. Outsourcing Call Center Agreement is basically a contract that documents a list of deliverables that one party is working on for the other.
2. An Outsourcing Call Center Agreement lists all the KPI’s and the penalties for defaulting thereof.