This SLA Call agreement template is designed for use in the Philippines business environment, specifically tailored for organizations engaging in or providing call center and customer support services. The document serves as a comprehensive framework for establishing and maintaining service level standards in call center operations, incorporating requirements under Philippine legislation including the Data Privacy Act, Consumer Act, and E-commerce Act. The SLA Call agreement is particularly crucial in the Philippines' robust Business Process Outsourcing (BPO) sector, where clear performance metrics, service standards, and operational requirements need to be formally established between service providers and their clients. This document includes detailed specifications for service delivery, performance measurement, quality assurance, and compliance requirements, making it essential for both domestic and international service arrangements within the Philippine jurisdiction.
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1. Parties: Identification of the service provider and client, including full legal names and addresses
2. Background: Context of the agreement and brief description of the services to be provided
3. Definitions: Detailed definitions of technical terms, metrics, and key concepts used throughout the agreement
4. Service Description: Comprehensive description of the call services to be provided, including scope and limitations
5. Service Hours and Availability: Specified operational hours, time zones, and availability commitments
6. Performance Standards: Detailed service level metrics including response times, call quality standards, and performance targets
7. Monitoring and Reporting: Methods and frequency of performance monitoring and reporting procedures
8. Resource Requirements: Specification of required personnel, technology, and infrastructure
9. Security and Compliance: Security protocols, data protection measures, and regulatory compliance requirements
10. Incident Management: Procedures for handling service disruptions, escalations, and problem resolution
11. Payment Terms: Fee structure, payment schedule, and billing procedures
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. General Provisions: Standard legal clauses including governing law, dispute resolution, and force majeure
1. Business Continuity: Disaster recovery and business continuity procedures, recommended for critical service arrangements
2. Training Requirements: Specific training requirements for call center staff, relevant when client-specific knowledge is required
3. Language Requirements: Specific language proficiency requirements, needed for multilingual service delivery
4. Quality Assurance Program: Detailed quality monitoring and improvement procedures, recommended for complex service arrangements
5. Technology Integration: Requirements for integration with client systems, needed when technical integration is required
6. Call Recording and Storage: Procedures for call recording and data storage, required when call recording is part of the service
7. Customer Satisfaction Metrics: Specific customer satisfaction measurement and reporting requirements, recommended for customer-facing services
1. Schedule A - Service Level Metrics: Detailed breakdown of all performance metrics, targets, and measurement methodologies
2. Schedule B - Rate Card: Detailed pricing structure including base rates, volume discounts, and special service charges
3. Schedule C - Escalation Matrix: Contact details and procedures for different levels of issue escalation
4. Schedule D - Report 抖阴视频: Standard formats for various performance and activity reports
5. Schedule E - Technical Requirements: Detailed technical specifications for systems, connectivity, and equipment
6. Schedule F - Security Protocols: Detailed security procedures, data protection measures, and compliance requirements
7. Appendix 1 - Key Personnel: List of key contacts and responsible personnel from both parties
8. Appendix 2 - Service Scripts: Standard call scripts and procedures for different types of calls
Authors
Relevant legal definitions
Clauses
Relevant Industries
Business Process Outsourcing (BPO)
Customer Service
Information Technology
Telecommunications
Healthcare
Financial Services
Retail
E-commerce
Travel and Hospitality
Insurance
Utilities
Relevant Teams
Operations
Customer Service
Quality Assurance
Legal
Compliance
Information Technology
Human Resources
Training and Development
Client Relations
Performance Management
Contract Administration
Risk Management
Business Development
Finance
Procurement
Relevant Roles
Chief Operations Officer
Customer Service Director
Call Center Manager
Operations Manager
Quality Assurance Manager
Service Delivery Manager
Compliance Officer
Legal Counsel
Procurement Manager
Contract Administrator
Business Development Manager
Client Relations Manager
Performance Analytics Manager
Training Manager
IT Infrastructure Manager
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