The Call Center Service Level Agreement is essential for businesses operating in Saudi Arabia that require professional customer service solutions. This document establishes the framework for outsourcing call center operations while ensuring compliance with Saudi regulations, including CITC requirements, data protection laws, and Saudization policies. It defines critical performance metrics, operational standards, and service delivery requirements, making it suitable for organizations seeking to establish or maintain customer support operations in the Kingdom. The agreement includes comprehensive provisions for quality monitoring, technology requirements, data security, and reporting mechanisms, while addressing specific local requirements such as Arabic language support and cultural considerations. This document is particularly relevant in the context of Saudi Arabia's growing digital economy and increasing focus on customer service excellence across various sectors.
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1. Parties: Identification of the service provider and client, including full legal names, commercial registration numbers, and authorized representatives
2. Background: Context of the agreement, business relationship, and purpose of the services
3. Definitions: Detailed definitions of technical terms, KPIs, and other important terms used throughout the agreement
4. Scope of Services: Detailed description of call center services to be provided, including channels, languages, and operation hours
5. Service Level Requirements: Specific performance metrics, KPIs, and minimum service levels to be maintained
6. Operational Requirements: Daily operations requirements including staffing, training, quality monitoring, and reporting
7. Performance Monitoring: Methods and systems for monitoring and measuring service performance
8. Data Protection and Confidentiality: Obligations regarding customer data protection, privacy, and confidentiality in accordance with Saudi law
9. Compliance Requirements: Compliance with Saudi regulations, including Saudization requirements and CITC regulations
10. Payment Terms: Pricing, payment structure, invoicing, and payment terms
11. Term and Termination: Duration of agreement, renewal terms, and termination conditions
12. Liability and Indemnification: Limitations of liability, indemnification obligations, and insurance requirements
13. Force Majeure: Provisions for unforeseen circumstances preventing performance
14. Dispute Resolution: Process for resolving disputes under Saudi law, including jurisdiction and applicable courts
15. General Provisions: Standard legal provisions including notices, amendments, and governing law
1. Business Continuity: Required when service criticality demands specific disaster recovery and business continuity planning
2. Technology Requirements: Include when specific technology platforms or systems are mandatory for service delivery
3. Language Requirements: Required when services need to be delivered in multiple languages beyond Arabic and English
4. Security Requirements: Additional section when handling sensitive data or connecting to client systems
5. Training and Quality Assurance: Detailed section when specific training or quality programs are required
6. Transition Services: Required when complex service transition from another provider is involved
7. Intellectual Property Rights: Include when custom software or materials are developed as part of the services
1. Schedule 1 - Service Descriptions: Detailed breakdown of each service type and associated requirements
2. Schedule 2 - Service Levels and KPIs: Comprehensive list of all service levels, KPIs, and measurement methodologies
3. Schedule 3 - Pricing and Charging Model: Detailed pricing structure, including base fees, variable charges, and incentives
4. Schedule 4 - Implementation Plan: Timeline and milestones for service implementation
5. Schedule 5 - Technical Requirements: Detailed technical specifications for systems, connectivity, and infrastructure
6. Schedule 6 - Reporting Requirements: Templates and specifications for all required reports
7. Schedule 7 - Staff Requirements: Staffing models, qualifications, and Saudization requirements
8. Schedule 8 - Security Procedures: Detailed security protocols and requirements
9. Appendix A - Escalation Matrix: Contact details and procedures for issue escalation
10. Appendix B - Standard Operating Procedures: Detailed procedures for routine operations
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