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Call Center Outsourcing Agreement

Call Center Outsourcing Agreement Template for Belgium

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Key Requirements PROMPT example:

Call Center Outsourcing Agreement

"I need a Call Center Outsourcing Agreement for our Belgian fintech company, focusing on multi-language customer support services (French, Dutch, and English) with strict data protection measures for handling financial data, planned to commence in March 2025."

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Document background
The Call Center Outsourcing Agreement is essential for businesses operating in Belgium that wish to outsource their customer service operations to specialized third-party providers. This document is particularly relevant in today's business environment where companies increasingly focus on core competencies while partnering with specialized service providers for customer support functions. The agreement must comply with Belgian legal requirements, including the Civil Code, data protection regulations (GDPR and local implementations), employment laws, and linguistic requirements specific to Belgian regions. It typically includes comprehensive provisions for service delivery, performance metrics, data handling, staff management, and technology requirements. This agreement is commonly used when establishing new customer service operations, transitioning from in-house to outsourced services, or changing service providers.
Suggested Sections

1. Parties: Identification of contracting parties, including registered addresses and company details

2. Background: Context of the agreement, business objectives, and relationship between parties

3. Definitions: Definitions of key terms used throughout the agreement

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

5. Service Provider Obligations: Key responsibilities and commitments of the call center service provider

6. Client Obligations: Responsibilities and commitments of the client company

7. Service Levels: Performance standards, KPIs, and quality requirements

8. Data Protection and Privacy: GDPR compliance requirements and data handling procedures

9. Staff and Training: Requirements for staff qualifications, training, and management

10. Charges and Payment: Pricing, payment terms, and invoicing procedures

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

12. Intellectual Property Rights: Ownership and usage rights of IP

13. Confidentiality: Protection of confidential information

14. Liability and Indemnification: Risk allocation and liability limitations

15. Force Majeure: Provisions for unforeseen circumstances

16. Governing Law and Jurisdiction: Belgian law application and dispute resolution

17. General Provisions: Standard boilerplate clauses including notices, amendments, etc.

Optional Sections

1. Technology and Systems: Detailed provisions about technology infrastructure, when service provider uses their own systems

2. Business Continuity: Disaster recovery and business continuity requirements, for critical service arrangements

3. Language Requirements: Specific language capabilities and requirements, when multiple languages are needed

4. Transition Services: Provisions for transition from existing service providers, when replacing incumbent provider

5. Security Requirements: Additional security measures beyond standard data protection, for handling sensitive information

6. Volume Commitments: Minimum call volumes and related commitments, when client guarantees certain volumes

7. Employee Transfer: TUPE/transfer of employees provisions, when existing staff will transfer to new provider

Suggested Schedules

1. Service Description: Detailed specification of services, including operational procedures

2. Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements

3. Pricing and Charging Model: Detailed pricing structure, rates, and calculation methods

4. Data Processing Agreement: GDPR-compliant data processing terms and requirements

5. Business Continuity Plan: Detailed procedures for maintaining service in emergency situations

6. Staff Training Requirements: Specific training programs, certifications, and ongoing development requirements

7. Technology Specifications: Technical requirements and specifications for systems and infrastructure

8. Transition Plan: Detailed timeline and responsibilities for service implementation

9. Security Policies: Detailed security protocols and requirements

10. Quality Management Procedures: Quality assurance processes and monitoring procedures

Authors

Alex Denne

Head of Growth (Open Source Law) @ tiktok成人版 | 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

Healthcare

Technology

E-commerce

Insurance

Utilities

Travel and Hospitality

Consumer Goods

Relevant Teams

Legal

Operations

Procurement

Customer Service

Information Technology

Compliance

Risk Management

Quality Assurance

Vendor Management

Data Protection

Relevant Roles

Chief Operations Officer

Customer Service Director

Procurement Manager

Legal Counsel

Data Protection Officer

Operations Manager

Contract Manager

Vendor Relations Manager

Customer Experience Manager

IT Director

Compliance Officer

Quality Assurance Manager

Risk Manager

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, 聽Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination, 聽Severance Pay, Governing Law, Entire Agreemen

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