E-commerce companies, if you require 24/7 customer support but cannot provide it in-house, outsource your customer service requirements to a call center facility with this Outsourcing Agreement for Call Center Support. Provisions of the Agreement include:

• The company will be responsible for providing sufficient training materials to allow the call center to properly train its customer service representatives to assist the company's customers.


• The call center will provide after-sales assistance, as well as answer questions and provide information to site visitors who are thinking about purchasing.


• The call center must meet certain service levels, and stay within agreed upon average wait times and handling times per call. The company will have the ability to monitor the representatives' performance.


• The company will be provided with daily, weekly and monthly reports.


• Mutual confidentiality provisions between the parties.

This generic call center outsourcing agreement is provided in MS Word format, and is fully editable to meet your specific needs.