¶¶Òõ¶ÌÊÓƵ

All Countries
Procurement
Call Center Outsourcing Agreement

Call Center Outsourcing Agreement Template for Canada

Create a bespoke document in minutes,  or upload and review your own.

4.6 / 5
4.8 / 5

Let's create your Call Center Outsourcing Agreement

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Get your first 2 documents free

Your data doesn't train Genie's AI

You keep IP ownership of your information

Key Requirements PROMPT example:

Call Center Outsourcing Agreement

"I need a Call Center Outsourcing Agreement for outsourcing our technical support to a Canadian provider who will handle English and French language support for our software products, starting March 2025, with specific requirements for 24/7 coverage and strict SLAs for response times."

Celebrated by
Collaborations with
Investors
Document background
The Call Center Outsourcing Agreement is designed for businesses operating in Canada seeking to externalize their customer service operations while maintaining compliance with Canadian federal and provincial regulations. This document is essential when a company wants to engage a third-party service provider to handle customer interactions, technical support, or other call center functions. The agreement covers critical aspects such as service level agreements, data protection requirements under PIPEDA, employment standards compliance, and operational specifications. It's particularly relevant in today's business environment where companies increasingly rely on specialized service providers to manage customer interactions while ensuring regulatory compliance and service quality.
Suggested Sections

1. Parties: Identification of contracting parties including full legal names and addresses

2. Background: Context of the agreement and brief description of parties' business relationship

3. Definitions: Detailed definitions of terms used throughout the agreement

4. Services Scope: Detailed description of call center services to be provided

5. Service Levels: Key performance indicators and service level requirements

6. Term and Termination: Duration of agreement and termination provisions

7. Fees and Payment: Pricing structure, payment terms, and invoicing procedures

8. Personnel and Training: Requirements for staff qualifications, training, and management

9. Data Protection and Privacy: Obligations regarding customer data handling and privacy compliance

10. Security Requirements: Physical and IT security measures required

11. Performance Monitoring: Monitoring, reporting, and audit rights

12. Intellectual Property: Ownership and usage rights of systems, processes, and materials

13. Confidentiality: Protection of confidential information

14. Liability and Indemnification: Limitation of liability and indemnification provisions

15. Force Majeure: Provisions for unforeseen circumstances

16. General Provisions: Standard boilerplate clauses including notices, amendments, governing law

Optional Sections

1. International Data Transfers: Required if call center operations involve cross-border data transfers

2. Business Continuity: Detailed disaster recovery and business continuity requirements if not covered in schedules

3. Transition Services: Provisions for transition in and out if complex service transfer is involved

4. Language Requirements: Specific language capability requirements if multiple languages are supported

5. Compliance with Industry Standards: Required for specific industry regulations (e.g., financial services, healthcare)

6. Technology Requirements: Detailed technology specifications if not covered in schedules

7. Volume Commitments: Minimum volume guarantees or forecasting requirements if applicable

8. Subcontracting: Rules and approval process for subcontracting if allowed

Suggested Schedules

1. Schedule A - Service Description: Detailed description of all service types and requirements

2. Schedule B - Service Levels and KPIs: Detailed metrics, measurement methods, and penalties/rewards

3. Schedule C - Pricing and Payment Terms: Detailed fee structure, rates, and payment calculations

4. Schedule D - Technical Requirements: Infrastructure, software, and connectivity requirements

5. Schedule E - Security and Data Protection: Detailed security protocols and data handling procedures

6. Schedule F - Training Requirements: Training programs, materials, and certification requirements

7. Schedule G - Reporting Requirements: Templates and specifications for required reports

8. Schedule H - Business Continuity Plan: Detailed disaster recovery and business continuity procedures

9. Schedule I - Transition Plan: Detailed transition in/out procedures and timelines

10. Schedule J - Approved Subcontractors: List of approved subcontractors if applicable

Authors

Alex Denne

Head of Growth (Open Source Law) @ ¶¶Òõ¶ÌÊÓƵ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co
Relevant legal definitions















































Clauses









































Relevant Industries

Financial Services

Telecommunications

Retail

E-commerce

Healthcare

Technology

Travel and Hospitality

Insurance

Utilities

Manufacturing

Relevant Teams

Legal

Operations

Procurement

Customer Service

Information Technology

Compliance

Risk Management

Vendor Management

Information Security

Finance

Relevant Roles

Chief Operations Officer

Head of Customer Service

Procurement Manager

Legal Counsel

Data Protection Officer

Vendor Management Director

Customer Experience Manager

Operations Director

Compliance Officer

IT Security Manager

Risk Manager

Contract Manager

Business Development Director

Chief Technology Officer

Industries










Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

Find the exact document you need

It Outsourcing Contract

Canadian IT Outsourcing Contract template covering IT services provision, data protection, and service levels in compliance with federal and provincial laws.

find out more

Recruitment Process Outsourcing Service Level Agreement

Canadian-compliant service level agreement template for recruitment process outsourcing services, incorporating federal and provincial requirements.

find out more

Sales Outsourcing Agreement

Canadian-law governed agreement for outsourcing sales functions to an external service provider, including terms for services, compensation, and compliance requirements.

find out more

IT Outsourcing Service Level Agreement

Canadian-law IT outsourcing Service Level Agreement template defining service delivery requirements, performance metrics, and compliance obligations.

find out more

HR Outsourcing Agreement

A Canadian-law governed agreement for outsourcing HR functions to an external provider, including service terms, compliance requirements, and operational procedures.

find out more

Call Center Outsourcing Agreement

Canadian-law governed agreement template for outsourcing call center operations, addressing regulatory compliance, service levels, and operational requirements.

find out more

Business Process Outsourcing Agreement

Canadian-law governed agreement for business process outsourcing arrangements, establishing service delivery terms and compliance requirements.

find out more

Sales And Marketing Outsourcing Agreement

A Canadian-law governed agreement for outsourcing sales and marketing functions to a third-party service provider, including service terms, performance metrics, and compliance requirements.

find out more

Recruitment Process Outsourcing Agreement

A Canadian law-governed agreement establishing terms for outsourcing recruitment processes to an RPO provider, including service scope, metrics, and compliance requirements.

find out more

IT Outsourcing Agreement

Canadian-law governed agreement for IT outsourcing arrangements, defining terms for technology services delivery and compliance requirements.

find out more

Employee Outsourcing Agreement

A Canadian-law governed agreement establishing terms for outsourced employee management services between a client company and staffing service provider.

find out more

Outsourcing Service Agreement

A Canadian-law governed agreement establishing terms and conditions for outsourcing services between a service provider and customer, including service scope, performance standards, and regulatory compliance.

find out more

Outsourcing Contract Agreement

A Canadian-law governed agreement establishing terms for outsourcing services, including service delivery, performance metrics, and regulatory compliance requirements.

find out more

Download our whitepaper on the future of AI in Legal

By providing your email address you are consenting to our Privacy Notice.
Thank you for downloading our whitepaper. This should arrive in your inbox shortly. In the meantime, why not jump straight to a section that interests you here: /our-research
Oops! Something went wrong while submitting the form.

³Ò±ð²Ô¾±±ð’s Security Promise

Genie is the safest place to draft. Here’s how we prioritise your privacy and security.

Your documents are private:

We do not train on your data; ³Ò±ð²Ô¾±±ð’s AI improves independently

All data stored on Genie is private to your organisation

Your documents are protected:

Your documents are protected by ultra-secure 256-bit encryption

Our bank-grade security infrastructure undergoes regular external audits

We are ISO27001 certified, so your data is secure

Organizational security

You retain IP ownership of your documents

You have full control over your data and who gets to see it

Innovation in privacy:

Genie partnered with the Computational Privacy Department at Imperial College London

Together, we ran a £1 million research project on privacy and anonymity in legal contracts

Want to know more?

Visit our for more details and real-time security updates.

Read our Privacy Policy.