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 share with the offshore service provider must remain completely secure and confidential. The data cannot be used by the offshore service provider for anything except what the client directs. If any employee or management of the offshore call center is found to be misusing the data, then it amounts to a criminal breach of confidentiality.

You must also mention the compensation for work clearly. So whether you want to avail BPO Services or you want to establish an inbound call center, you must state it beforehand whether payment will be hourly or on per call basis.

Comments

Post a Comment

Popular posts from this blog

One and Only One World's Top Outsourcing Destination is India

Image
In Spite of backlash against outsourcing, India's low costs, skilled workforce and business environment make India as No.1 outsourcing destination across the world Undoubtedly, outsourcing services in India are really cost effective, premium quality, reduce operating costs, optimum time management and best resource utilization. Outsourcing your call center services to the highly qualified and well trained staff whoever take pride in their quality of work and service, leaves you free to concentrate more of the other resources to maximum benefit to your organizations. India continues to be the most preferred destination for companies looking to offshore their business including customer support, IT and back-office services, in spite of the backlash against outsourcing to the country. According to global management consultancy,business outsourcing with India also retains its low-cost advantage and is among the most financially attractive locations when viewed in com
Read more

5 Tips For Choosing The Right Contact Center for your Business

Image
The best thing for any business is witnessing a distinct spike in its customers and clientele. As much as it’s gladdening to see your clientele expand like never before, the news also brings along a new set of challenges for your business operations to overcome. It’s obvious that when your business has a wide patronage, it also has to find newer and better ways to manage it all. The bigger the number of customers, the bigger will be the responsibility upon your shoulders. There will be an increased number of queries, demands, grievances and more to handle after all. Having a solid and dependable contact center helps a great deal in this regard. However, you can’t always build your own call center as it takes a considerable amount of investment and management. The best option available these days is outsourcing this service to a BPO, but this can also be a painstaking task as you want to hire a service that promises to add to your reputation, not do otherwise. Her
Read more

Indian Call Centers are Great Place for Customer Support Service

Image
You must visit India once if you want to offer your Customers with really the best customer support service.” As in Germany, the technical guys have developed a second to none ability to build cars, the Japanese TVs and HiFi made by Scottish. But when we talk about the best Customer Services, the only name comes in our mind is Only "India". This is the only destination where in the world they have more experience, more people, more managers, more executives who are dedicated to offering customer service and technical support? So it is a major reason that we are the world’s best where major portion of Business Outsourcing across the world take place.
Read more