Clarity of contracts paramount in contact center outsourcing
A good contract is the foundation of a good business relationship! So you have zeroed in on your offshore service provider after performing due diligence. You have verified if they have the best team of professionals and the best infrastructure. You have also ensured that they were not involved in any fraud or malpractice. And you are now beginning to lay back and offload your work offshore. But wait! There is one more crucial stage which requires your utmost attention - the final contract document. The contract, also known as Service Level Agreement (SLA) is the deal you sign after finalizing your partner. Every word written in this document is the basis of the services you will be offered and the payments you will make. Most of the Call Center Outsourcing Companies are ready to customize their SLA specific to the needs of the client. You must always insist on a customized SLA and it should clearly spell out the confidentiality clause. All the details that you will shar