This Call Center Service Level Agreement is essential for businesses operating in Indonesia that require professional customer service support through outsourced call center operations. The agreement is designed to comply with Indonesian regulations, including labor laws, data protection requirements, and consumer protection standards. It should be used when establishing a new call center service relationship or updating existing service arrangements. The document covers crucial aspects such as service scope, performance metrics, data security, staff requirements, and operational procedures. It includes specific provisions for compliance with Indonesian Law No. 13 of 2003 on Manpower, the Electronic Information and Transactions Law, and relevant ministerial regulations governing outsourcing and data protection.
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1. Parties: Identification of the service provider and client, including their legal details and authorized representatives
2. Background: Context of the agreement, purpose of engaging call center services, and brief overview of intended services
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terminology used throughout the agreement
4. Scope of Services: Detailed description of call center services to be provided, including channels, languages, and service hours
5. Service Provider Obligations: Core responsibilities of the call center provider, including staffing, training, quality assurance, and reporting
6. Client Obligations: Client's responsibilities including providing necessary information, access, and support
7. Service Levels and KPIs: Detailed performance metrics, measurement methods, and reporting requirements
8. Data Protection and Security: Requirements for handling customer data, security protocols, and compliance with Indonesian data protection laws
9. Personnel and Training: Requirements for staff qualification, training programs, and ongoing skill development
10. Operational Requirements: Specific operational procedures, quality monitoring, and escalation protocols
11. Fees and Payment Terms: Pricing structure, payment schedule, and related financial terms
12. Term and Termination: Duration of agreement, renewal terms, and termination conditions
13. Intellectual Property: Ownership and usage rights of systems, data, and materials
14. Confidentiality: Protection of confidential information from both parties
15. Force Majeure: Provisions for handling unforeseen circumstances and service interruptions
16. Dispute Resolution: Process for resolving disputes under Indonesian law
17. General Provisions: Standard legal clauses including notices, amendments, and governing law
1. Business Continuity and Disaster Recovery: Detailed procedures for service continuity during disruptions, recommended for critical service operations
2. Technology and Systems: Specific requirements for technology infrastructure and systems, needed if client requires specific platforms or integration
3. Multilingual Services: Additional requirements for multiple language support, include if service requires non-Indonesian language support
4. Quality Assurance Program: Detailed quality monitoring and improvement procedures, recommended for complex service requirements
5. Compliance with Industry Standards: Specific industry compliance requirements, include if operating in regulated industries
6. Transition and Implementation: Detailed transition plan and timeline, important for complex service transitions
7. Performance Incentives: Bonus structure for exceeding KPIs, optional motivation mechanism
8. Anti-Bribery and Corruption: Specific anti-corruption provisions, recommended for international clients
1. Schedule A - Service Specifications: Detailed technical specifications of services, including channels, hours, and service types
2. Schedule B - Service Level Requirements: Comprehensive list of KPIs, measurement methodologies, and target levels
3. Schedule C - Pricing and Commercial Terms: Detailed fee structure, including base fees, variable costs, and additional services
4. Schedule D - Implementation Plan: Timeline and milestones for service implementation or transition
5. Schedule E - Technical Requirements: Specifications for systems, software, and technical infrastructure
6. Schedule F - Training Requirements: Detailed training programs, certification requirements, and ongoing development
7. Schedule G - Reporting Requirements: Templates and specifications for regular performance and operational reports
8. Schedule H - Business Continuity Plan: Detailed procedures for maintaining service during disruptions
9. Appendix 1 - Contact Details: Key contacts and escalation matrix for both parties
10. Appendix 2 - Standard Operating Procedures: Detailed operational procedures and workflows
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