The Call Centre Outsourcing Agreement is designed for businesses operating in the UAE who wish to outsource their customer service operations to specialized service providers. This document is essential when a company needs to establish a formal relationship with a call centre operator while ensuring compliance with UAE federal laws, including Federal Law No. 33 of 2021 (Data Protection), Federal Law No. 8 of 1980 (Labor Law), and relevant telecommunications regulations. The agreement covers crucial aspects such as service levels, staff management, data protection, technology requirements, and operational procedures, while incorporating specific UAE regulatory requirements and business practices. It is particularly relevant for companies seeking to optimize their customer service operations while maintaining control over quality and compliance.
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Key Requirements PROMPT example:
Call Centre Outsourcing Agreement
"I need a Call Centre Outsourcing Agreement for our Dubai-based fintech company to outsource customer support operations, with strong emphasis on data protection compliance and handling of financial information, including 24/7 service coverage and multilingual support in English and Arabic."
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1. Parties: Identification of the service provider and client company
2. Background: Context of the agreement and brief description of parties' business activities
3. Definitions: Defined terms used throughout the agreement
4. Scope of Services: Detailed description of call centre services to be provided
5. Term and Renewal: Duration of the agreement and renewal provisions
6. Service Provider Obligations: Key responsibilities and commitments of the call centre provider
7. Client Obligations: Key responsibilities and commitments of the client
8. Service Levels: Performance standards, KPIs, and measurement criteria
9. Charges and Payment: Pricing, payment terms, and invoicing procedures
10. Data Protection and Confidentiality: Obligations regarding data handling, privacy, and confidential information
11. Staff and Training: Requirements for staff qualification, training, and management
12. Compliance with Laws: Obligations to comply with UAE laws and regulations
13. Intellectual Property: IP rights and licensing provisions
14. Liability and Indemnification: Allocation of risks and indemnification obligations
15. Termination: Termination rights and procedures
16. Post-Termination: Obligations and procedures following termination
17. General Provisions: Standard boilerplate clauses including governing law, notices, etc.
1. Technology and Systems: Detailed provisions regarding technology infrastructure and systems integration, needed if the service provider uses their own technology systems
2. Business Continuity: Disaster recovery and business continuity requirements, recommended for critical service arrangements
3. Language Requirements: Specific language capability requirements, needed for multilingual service delivery
4. Change Control: Procedures for implementing changes to services or systems, needed for complex service arrangements
5. Quality Monitoring: Specific quality control and monitoring procedures, recommended for high-value or sensitive customer service arrangements
6. Security Requirements: Enhanced security measures and protocols, needed for handling sensitive data or financial services
7. Compliance with Industry Standards: Specific industry certification or compliance requirements, needed for regulated industries
1. Schedule 1 - Services Description: Detailed description of all services to be provided
2. Schedule 2 - Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements
3. Schedule 3 - Charges: Detailed pricing structure, including any variable elements and calculation methods
4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation
5. Schedule 5 - Staff Requirements: Detailed staffing requirements, qualifications, and training standards
6. Schedule 6 - Technical Requirements: Systems, technology, and infrastructure specifications
7. Schedule 7 - Operational Procedures: Detailed procedures for day-to-day operations and issue resolution
8. Schedule 8 - Data Protection Requirements: Specific data handling procedures and security requirements
9. Schedule 9 - Business Continuity Plan: Detailed disaster recovery and business continuity procedures
10. Schedule 10 - Form of Reports: Templates and formats for required reporting
11. Appendix A - Approved Subcontractors: List of approved subcontractors if applicable
12. Appendix B - Key Personnel: List of key personnel from both parties
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