Outsourcing Contact Center Support
Category: 270 Legal Recent Posts, Call Center, Outsource
CALLTECH
MASTER AGREEMENT FOR
OUTSOURCING CONTACT CENTER SUPPORT
ARTICLE 1
PARTIES TO THE AGREEMENT
Section 1.1 Parties to the Agreement
THIS AGREEMENT, for contact center support outsourcing services, effective as of August 5, 2004 (“Effective Date”) is between Bluefly, Inc., a corporation with offices located at 42 West 39th Street, New York, NY 10018 (“BLUEFLY”) and CallTech Communications, LLC (“CALLTECH”), with offices located at 4335 Equity Drive, Columbus, Ohio 43228.
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ARTICLE 3
SERVICE LEVELS
Section 3.1 Definitions
Actual Handling Time: Shall mean (i) in the case of an Inbound Call handled by a Customer Service Representative (“CSR”), the time that is measured from when the call is physically connected to the CSR until the call is physically terminated, plus any Wrap Time; (ii) in the case of an Outbound Call, the time that is measured from when the call is initiated until the call is physically terminated, plus any Wrap Time; (iii) in the case of an E-Mail Contact or Written Contact, the time spent actually preparing the Contact, plus any Wrap Time. The Actual Handling Time will be measured to the second with no rounding up to an incremental amount.
Additional Services: Shall mean any Services not yet included in a Statement of Work at the time of the execution of this Agreement. Additional Services shall be subject to pricing specific to those services as outlined in the new Statement(s) of Work.
Agent: An employee of CALLTECH trained to provide Services for BLUEFLY Statement(s) of Work.
Automated Call: Shall mean an Inbound Call that is delivered to a CALLTECH electronic voice message or Interactive Voice Response Unit (IVR) for the means of providing Services as described in the attached Statement(s) of Work.
Contact: Shall mean a support incident, defined as a single in-coming or outbound support request, via telephonic voice (a “Voice Contact”), fax or written (a “Written Contact”) or electronic correspondence (an “E-mail Contact” or “Chat Contact”) regarding any product or service.
Launch: Shall mean the first day Services are provided under each SOW. Also referred to as Launch Date and Launch Day.
Payroll Hour: Shall include all logged time, excluding Lunch.
Statement of Work: Shall mean an article or attachment to this Agreement specifying the requirements of both parties in the provision of Services.
Wrap Time: Shall mean the time following the actual customer call during which the CSR completes any required call completion information.
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