What is a Call Centre and Telemarketing Agreement Template?
Call Centre and Telemarketing Agreement Template is used when a company outsources certain tasks to a vendor, who is then responsible for customer handling and experience.
This agreement must be extremely detailed in order to eliminate the possibility of a discrepancy. Measurements are used to establish the standards for the agreement and serve as deliverables. Key Performance Indicators are another name for these standard deliverables (KPI).
Why use a Call Centre and Telemarketing Agreement Template?
Companies document key performance indicators (KPIs) in order to set expectations, measure, and manage the contractor’s performance. If KPIs are not met within the agreed-upon timeframe, a contractor may face penalties.
Client handling services are very sensitive, so a clear code of conduct is documented to reduce the risk of disappointing customers.
Some of the terms to remember when drafting are :
1. Goals of both the parties involved.
2. Point of contact
3. Conditions of cancellation
4.Customer Satisfaction
5. Ticket resolutions
Format: Microsoft Word (.doc) (.docx) and Google Docs
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