Document Type: DOCX
Number of Pages: 6
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 Agreement2. Purpose of the Agreement3. Scope of Services4. Service Hours5. Service Level Standards (Key Performance Indicators - KPIs)6. Client Responsibilities7. Service Provider Responsibilities8. Payment Terms9. Reporting & Monitoring10. Variations & Change Requests11. Liability & Insurance12. Confidentiality & Data Protection13. Business Continuity & Disaster Recovery14. Force Majeure15. Term & Termination16. Dispute Resolution17. Governing Law18. Entire Agreement & Amendments19. SignaturesThe 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.Order for an editable sample template here on Sheriaplex.
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