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Call Center Service Level Agreement

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DOCX
Pages
6
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Document Overview

A Call Center Service Level Agreement (SLA) is a formal contract between a client (company or institution) and a call center service provider that defines the expected performance standards, responsibilities, deliverables, timelines, and legal obligations for managing customer interactions through a call center.

Here are the key components, numbered for clarity:
1. Parties to the Agreement
2. Purpose of the Agreement
3. Scope of Services
4. Service Hours
5. Service Level Standards (Key Performance Indicators - KPIs)
6. Client Responsibilities
7. Service Provider Responsibilities
8. Payment Terms
9. Reporting & Monitoring
10. Variations & Change Requests
11. Liability & Insurance
12. Confidentiality & Data Protection
13. Business Continuity & Disaster Recovery
14. Force Majeure
15. Term & Termination
16. Dispute Resolution
17. Governing Law
18. Entire Agreement & Amendments
19. Signatures

The main purposes of a Call Center SLA are to:
1. Clearly define service expectations — including availability, response times, and resolution times.
2. Set measurable performance standards — so both parties can track and measure service quality.
3. Assign roles and responsibilities — so each party understands their obligations.
4. Minimize disputes — by clarifying how issues will be handled, reported, and resolved.
5. Protect both parties legally — ensuring there are remedies if the service provider or client fails to meet obligations.
6. Promote service excellence and client satisfaction — by focusing on accountability and continuous improvement.

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