This Agreement for Outsourcing Call Center Support is a standard form business
contract useful for companies interested in outsourcing their customer support call
centers. It sets forth the material provisions of the service agreement, including the
scope of the services, a schedule of fees and charges and a limitation of the company's
liability. The document contains both standard clauses and opportunities for the use of
optional terms and conditions making it fully customizable to fit the needs of the
contracting parties.
SERVICE AGREEMENT
THIS AGREEMENT (“Agreement”) is entered into between ________________,
located at ___________ (hereinafter “COMPANY”) and _____________________, located at
______________________, (“User”). COMPANY and User are sometimes hereinafter referred
to individually as a “Party” or collectively as the “Parties.”
WHEREAS, COMPANY is an established telecommunications call center operation
with offices in ______________________________ (the “Center”) which offers User the
opportunity to effect efficient and cost saving teleresponse and related services for User’s
customers; and
WHEREAS, COMPANY and User desire to set forth the terms and conditions of
each of their rights and obligations in connection with COMPANY rendering the services to be
provided to User hereunder,
NOW, THEREFORE, in consideration of the foregoing and the mutual promises
contained herein and other good and valuable consideration, the receipt and sufficiency of which
is hereby acknowledged, the Parties hereby agree as follows:
I
SERVICES AND SCOPE OF WORK
1.1. COMPANY shall provide Telephone Response Services as set forth herein for User
and defined in the Scope of Services attached hereto as Appendix A. The Scope of Services
requires that upon the commencement of the term of this Agreement and during the term hereof
COMPANY will provide to User an appropriate amount of 800#’s so that they are directed to
COMPANY’s Call Center for handling by them. COMPANY shall make available an
appropriate number of customer service representatives dedicated to respond to User’s
customers’ calls during the hours of the service to be provided. User will supply COMPANY
with periodic “Call Volume” projections to aid COMPANY in planning its staffing
requirements.
II
MANAGEMENT REPORTS
2.1. COMPANY shall provide User with management reports as set forth in Appendix A,
attached hereto.
III
CREDIT CARD PROCESSING
3.1. COMPANY will collect credit card information from User’s customers. User will
submit the credit card information to its financial institution for both authorization and billing.
Although COMPANY may record credit card information as provided by customer, COMPANY
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shall have no liability of any kind to user or any other party for false, fraudulent or inaccurate
information provided by any customer.
IV
FEES AND CHARGES
4.1. Fee Deposit - User shall pay to COMPANY the fees for services rendered as set forth
in the Schedule of Fees and Charges in the Scope of Work attached hereto (Appendix A). Also,
upon execution hereof, User shall pay to COMPANY by wired funds to the following bank
account an amount equal to the projected one (1) week’s billing, as a deposit and security against
all future payments of fees and charges by User. [Instruction: The Parties may agree on a
different method of payment, for example, cashier’s check] This initial minimum amount is
_____________ ($_______) dollars and will be adjusted, as increased volume requires.
Wire to:
ABA#
Account#
For Further Credit to:
4.2. Minimum Monthly Billing - COMPANY requires User to meet minimum billing
amounts as set forth in Appendix A in order to provide such services at the pricing levels set
forth in Appendix A and to keep operating costs at optimum levels.
4.3. Billing - All fees shall be billed weekly as of the last day of each week.
Payment shall be due at COMPANY’s offices within five (5) business days of the receipt of
invoice date. All past due invoices shall include interest at the rate of 1.5% per month.
4.4. COMPANY shall have the right to withhold the delivery to User or to any of User’s
directors, officers, employees, owners, agents, representatives, assignees or successors of all
documentation concerning sales and credit card charges, including management reports called
for in Appendix A, in the event of non-payment of fees when due and shall only be required to
thereafter deliver such reports when all fees due and payable and in arrears as provided above
have been brought current. COMPANY shall have the right, in addition to any and all other
remedies it may have hereunder or under applicable law, to withhold it’s services set forth in the
Scope of Services attached hereto in the event the payment of any invoice exceeds ten (10)
business days from date of invoice.
4.5. In addition, in accordance with and as provided in Article VII of this Agreement,
User understands and acknowledges that COMPANY shall not be liable for any losses suffered
by User when COMPANY exercises its right to withhold services or information for
nonpayment. User hereby expressly releases and discharges COMPANY from any such liability
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