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1. Financial Services Compliance: Required when call center handles financial transactions or provides financial services support

2. Multi-lingual Services: Include when services are provided in multiple languages

3. Quality Assurance and Call Monitoring: Detailed quality monitoring procedures if beyond standard service levels

4. Intellectual Property Rights: Required when development of custom solutions or materials is involved

5. B-BBEE Compliance: Detailed section on B-BBEE requirements if specific targets or reporting are needed

6. International Data Transfers: Required when data will be transferred outside South Africa

7. Specialized Training Requirements: For industry-specific training requirements beyond standard call center training

8. Change Control Procedures: Detailed change management procedures for complex implementations

1. Schedule 1 - Service Specifications: Detailed description of services, including call types, volumes, and handling requirements

2. Schedule 2 - Service Level Agreement: Detailed SLA metrics, measurement methods, and penalties/rewards

3. Schedule 3 - Pricing and Fees: Detailed pricing structure, including base fees, variable costs, and special charges

4. Schedule 4 - Technical Requirements: Detailed technical specifications for systems, software, and infrastructure

5. Schedule 5 - Staff Requirements: Detailed staffing requirements, including qualifications and training standards

6. Schedule 6 - Security Protocols: Detailed security procedures and requirements

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

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

9. Appendix A - Key Personnel: List of key personnel from both parties and their roles

10. Appendix B - Approved Subcontractors: List of approved subcontractors if any

11. Appendix C - Data Processing Agreement: Detailed POPIA-compliant data processing terms