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Customer Service and Call Center Agreements

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Customer Service and Call Center Agreements Powered By Docstoc
					This Customer Service and Call Center Agreement sets forth the terms and conditions
for engaging the services of specified customer service call center services. This
document contains numerous standard clauses, as well as optional language to ensure
the parties understandings are fully set forth within it. This agreement should be used
by a person or entity that wishes to engage the services of a customer service and call
center.
                     Customer Service and Call Center Agreements
THIS AGREEMENT (“Agreement”), dated as of ____________, [Instruction: Insert date.], is
between _____, [Instruction: Insert first company’s name.] a _____ [Instruction: Insert first
company’s entity formation information.] with its principal place of business located at _____
[Instruction: Insert first company’s principal office location.] (herein “Hiring Company”),
and _____ [Instruction: Insert call center company name.], a _____ [Instruction: Insert call
center entity formation information.] with its principal place of business located at _____
[Instruction: Insert call center principal business address.] (herein “Call Center”).

WHEREAS, HIRING COMPANY is engaged in several businesses including the business of
_____ through its Internet site Hiring Company.com (the “Site”) and through its toll-free
telephone number _____ (the “Toll-Free Number”) [Instruction: Insert applicable business
information regarding type of business activity Hiring Company is engaged in. Please note,
the foregoing specific language is an example of the type of business a company might be
engaged in.]; and

WHEREAS, HIRING COMPANY desires to retain the services of Call Center to provide
customer support, customer service and telemarketing services to customers and potential
customers of Hiring Company business (each, a “Customer”), and Call Center desires to provide
such services, on the terms and conditions set forth in this Agreement.

NOW, THEREFORE, in consideration of the mutual covenants contained herein and for good
and valuable consideration, the sufficiency of which is hereby acknowledged, the parties hereby
agree as follows:

    1. Engagement of Call Center and Description of Services. Subject to the terms and
       conditions of this Agreement, Hiring Company hereby retains Call Center to provide the
       customer support, customer service and telemarketing services set forth below
       (collectively, the “Services”), and Call Center hereby accepts such engagement.

    2. Call Center will provide Hiring Company inbound teleservice support for Hiring
       Company Customers who have purchased goods and/or services through the Site. Call
       Center will provide such services in accordance with the specifications set forth on




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        Schedule A attached hereto and made a part hereof by reference (collectively, the
        “Inbound Teleservices”). [Comment: Please insert applicable specific information
        regarding services to be provided by Call Center. Please note the foregoing specific
        language is an example of the type of services a call center might provide.]

    3. Customer Service and Description of Services. Call Center will provide Hiring Company
       first-level customer service support for Hiring Company Customers in accordance with
       the specifications set forth on
    4.
    5.




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    6. Schedule B




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        Schedule A attached hereto and made a part hereof by reference (collectively, the
        “Customer Services”).

    7. Outbound Up-Sell Services. Optional language, parties may also add any additional
       optional additional services which may be provided: During the Term (as hereinafter
       defined) of this Agreement, Call center shall, at the option of Hiring Company,
       provide outbound up-sell telemarketing services to Customers on terms and
       conditions to be agreed upon in good faith by the parties.

    8. Related Services. Call Center will also provide such additional related services as set out
       in this Agreement (herein “Related Services”) including, without limitation, the
       following:

            a. Call Center agrees to notify Hiring Company on a daily basis of any information
               required by Hiring Company’s Customers. The parties agree that Hiring
               Company is responsible for fulfilling such requests. Should Call Center’s notice
               obligation significantly interfere with its primary service activities, Call Center
               will notify Hiring Company. The parties agree that upon such notice, they will
               work cooperatively toward an amicable solution.

            b. Call Center agrees to provide Hiring Company with such information and reports
               related to Services created by the Call Center telephone system. The initial list of
               reports are set forth on
            c.
            d.




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            e. Schedule C annexed hereto and made a part hereof. Additional reports, as agreed
               to by the parties, shall be provided by Call Center during the Term and shall be
               deemed included herein, effective as of the date agreed to by Call Center and
               Hiring Company. Report topics may include performance, users and applications
               among others.

            f. [Comment: Insert any additional agreed upon services to be provided. Also
               if any products are to be provided, or related products by Call Center,
               include here.]

    9. Except as the parties may otherwise agree, Call Center shall provide all such Services set
       forth in this Agreement at levels of service substantially similar and with the same degree
       of care, skill and prudence customarily exercised by it in its routine course of business.

    10. Hours of Operation. Call Center will provide the Inbound Teleservices 365 days per year
        from 9 a.m. to 9 p.m. Eastern Standard Time, Monday through Friday, and from 12 p.m.
        to 6 p.m. Eastern Standard Time, Saturdays and Sundays commencing on the
        Teleservices Launch Date (as defined in




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Description: This Customer Service and Call Center Agreement sets forth the terms and conditions for engaging the services of specified customer service call center services.  This document contains numerous standard clauses, as well as optional language to ensure the parties understandings are fully set forth within it.  This agreement should be used by a person or entity that wishes to engage the services of a customer service and call center.
This document is also part of a package Sales and Training Toolkit 10 Documents Included