Agreement & Terms of Service
GoFast Call Center Agreement
CALL CENTER AGREEMENT & TERMS OF SERVICE
THIS AGREEMENT, “CALL CENTER AGREEMENT” (herein “Agreement”), dated _________________, is made between GoFast Technologies LLC (herein “CALL CENTER”), a Florida LLC Corporation, and _____________________________________________ (herein “CLIENT”).
WHEREAS, CALL CENTER is engaged in the business of providing specialized CALL CENTER SERVICES (herein SERVICES) via VOIP to interested parties; and
WHEREAS CLIENT wants to retain the SERVICES of CALL CENTER, and CALL CENTER intends to offer these SERVICES based on the terms and conditions outlined in this Agreement.
NOW, THEREFORE, in consideration of the mutual covenants contained herein, the parties hereby agree as follows:
ENGAGEMENT OF CALL CENTER — DESCRIPTION OF SERVICES
SECTION 1.1. ENGAGEMENT OF CALL CENTER
Subject to the terms and conditions of this Agreement, CLIENT hereby retains CALL CENTER to provide SERVICES to its CUSTOMERS and DISTRIBUTORS (herein “CUSTOMERS”). CALL CENTER will provide SERVICES to CLIENT, in accordance with the specifications outlined in this agreement and all “SCHEDULES” attached hereto and made a part hereof.
1.1.1. CLIENT agrees to notify CALL CENTER daily of any information required by CLIENT’s CUSTOMERS. The parties agree that the CLIENT is responsible for fulfilling such requests.
1.1.2. CALL CENTER agrees to provide CLIENT with information and reports related to SERVICES created by CALL CENTER. The list of reports is set forth on “SCHEDULE B” annexed hereto and made a part hereof.
SECTION 1.2. PRODUCTS
CALL CENTER will receive inquiries related to goods and services offered by CLIENT (collectively, the “Products”) and any other product(s) described thereto as designated from time to time by CLIENT (the “Related Products”).
All terms and conditions herein apply to the Products and the Related Products and SERVICES. Suppose Related Products (other than any usual and customary updates, upgrades, new versions, extensions, or evolutionary developments to the Products as would typically be expected to occur in products and SERVICES such as the Products) are introduced during the Term of this Agreement. In that case, CLIENT shall provide reasonable advance notice of and information about such additional Related Products to CALL CENTER to enable CALL CENTER to inform and train its AGENT’s (as defined in “SCHEDULE A” annexed hereto) as necessary and appropriate to provide quality SERVICES for such additional Related Products. The provision of any SERVICES for such other Related Products by CALL CENTER may require an adjustment of the fees set forth on “SCHEDULE C” annexed hereto, but only if the additional Related Products designated by CLIENT are of a nature to require materially more (or materially different and more expensive) resources from CALL CENTER for CALL CENTER to provide quality SERVICES meeting the performance metrics outlined in this Agreement.
SECTION 1.3. HOURS OF OPERATION
CALL CENTER will provide the SERVICES during the times as defined in “SCHEDULE A.”
SECTION 1.4. FACILITY
CALL CENTER will utilize its call and support offices (herein “FACILITY”) to deliver SERVICES. The FACILITY will be equipped with telephone systems, computer systems, and various CALL CENTER support and call monitoring tools, such as documentation and a CLIENT-provided knowledge base, to deliver the SERVICES.
CALL CENTER shall bear all expenses of operating the FACILITY, including all expenses for equipment and systems necessary to connect to VOIP telecommunications.
2.1. CALL DEFINITIONS:
Actual handling time: Shall mean, in the case of an Inbound Call, the time that is measured from when the AGENT physically answers the call until the call is physically terminated; and any additional wrap-up work performed related to such call before becoming physically available to receive or make the next Call.
Contact: This Shall mean a support incident, defined as a single incoming support request via telephonic voice contact, fax, written, or an “Email Contact” regarding any Product or Service.
Inbound Call: All calls received by the CALL CENTER.
Maximum hold time: Shall be measured from when an Inbound Call is placed in a call group queue before being answered by an AGENT.
SECTION 2.2. ESCALATION PROCEDURE
CLIENT recognizes that there may be instances where the CALL CENTER cannot resolve a DISTRIBUTOR inquiry without CLIENT’s assistance. Both parties mutually agree to an escalation procedure for resolving support problems that require CALL CENTER’s technical personnel or a CALL CENTER third-party vendor. CLIENT agrees to provide necessary and timely resources to CALL CENTER to enable CALL CENTER to resolve escalated problems promptly. Such resources include documentation, knowledgebase, escalation process, hardware, software, product samples, and support technicians.
SECTION 2.3. DISTRIBUTOR CALLBACKS
CALL CENTER agrees that if a CALL CENTER AGENT cannot resolve a support incident during an Inbound Call, the AGENT will make all reasonable efforts to contact the DISTRIBUTOR as soon as possible with the solution. CALL CENTER shall bear all Email and telecommunications costs for these callbacks.
SECTION 2.4. CALL LENGTH
CALL CENTER and CLIENT recognize that the amount of time an AGENT spends on an individual voice contact can impact service levels and fees. Should CALL CENTER experience any significant increase in call length? CALL CENTER agrees to let CLIENT know, and CALL CENTER and CLIENT will work toward deciding how to accommodate the growth by modifying the Service level or increasing the staff as mutually agreed.
CALL CENTER TOOLS, TELECOMMUNICATIONS, AND TRAINING
SECTION 3.1. CLIENT TOOLS
CLIENT agrees to provide CALL CENTER with sufficient copies of Products and related materials, including, but not limited to, copies of software, documentation, licenses, training material, and Product information as reasonably necessary to provide SERVICES for the Products. CALL CENTER acknowledges that its use of such tools may be subject to the license agreements required by CLIENT or its third-party suppliers, and CALL CENTER agrees to abide by all the terms and conditions of such licenses in connection with its use of such tools. CLIENT shall only be obligated to supply one copy of any documentation or other written materials relating to such tools. CALL CENTER may make several copies of such materials as necessary to provide SERVICES hereunder.
SECTION 3.2. TRAINING
CLIENT will provide one copy of necessary training materials to CALL CENTER on all versions and aspects of Products that are unique or specific to CLIENT’s SERVICES at no charge to CALL CENTER. CLIENT trainers using “ZOOM Conferencing” will provide training for CALL CENTER AGENT unless otherwise agreed to in writing by the parties. Training will be delivered based on technical documentation for all aspects of the Products unique or specific to CLIENT, along with all updates, upgrades, and revisions required to provide the SERVICES at no charge to CALL CENTER. CALL CENTER agrees to use said documentation for Service purposes only. CALL CENTER agrees to use all training materials for training and support purposes for the SERVICES only. CALL CENTER agrees to provide formal support training to its employees at the FACILITY, which shall include (at a minimum) training on the standard types of the underlying hardware, operating system, and application (e.g., browser) software required or typically used in conjunction with the Products. CLIENT shall have the right to review and approve the level of proficiency to which the AGENTs are to be trained by CALL CENTER to facilitate the performance of quality SERVICES, for which approval shall not be unreasonably withheld.
FEES FOR SERVICE
CALL CENTER agrees to perform the SERVICES and shall be compensated as stated on “SCHEDULE C” annexed hereto and made a part hereof.
SECTION 4.1. PAYMENT
Commencing after the first pre-paid month of service, service will be automatically extended each month and billed during the term of service. CALL CENTER will provide the CLIENT with a monthly itemized statement for the SERVICES rendered during the preceding month.
CALL CENTER will bill, and CLIENT will pay for all pre-approved by CLIENT, additional services, and all other charges provided herein on an as-incurred.
CLIENT will pay net five (5) business days from receipt of each invoice; invoices are billed in and must be paid in United States Dollars (USD). If additional bank fees are incurred in paying CALL CENTER, CLIENT shall pay for all such costs. If CLIENT is delinquent in paying any invoice and fails to remedy the delinquency within five (5) days, SERVICES shall automatically suspend until fully paid. In the event of a dispute concerning a portion of any invoice, the disputed amount shall be paid until the resolution of the dispute.
SECTION 4.2. RECORD KEEPING
For security purposes, CALL CENTER keeps no call records over seven days old.
SECTION 4.3. TAXES
CALL CENTER shall be solely responsible for preparing and submitting to applicable tax authorities for its AGENT’s and other employees’ income tax and for paying all of such persons’ salaries, employer contributions, and employee benefits.
CLIENT shall be solely responsible for all applicable federal, state, and local taxes and charges arising out of or related to sales of their Products, and any such taxes shall be assumed and paid for by CLIENT.
CALL CENTER and CLIENT shall be individually responsible for their preparation and submission to applicable authorities of their respective federal, state, and local income taxes attributable to income derived by each such party in connection with the subject matter of this Agreement.
TERM OF AGREEMENT
SECTION 5.1. TERM
The initial Term of this Agreement shall commence on the date hereof and shall continue for thirty (30) days (the “Initial Term”). This Agreement shall automatically be extended for successive thirty (30) day terms (each a “Renewal Term”) unless either party gives the other written notice of its intention not to extend this Agreement at least thirty (30) days before the end of the then-current Term, or unless terminated as provided elsewhere herein (the Initial Term, together with each Renewal Term, if any, being collectively referred to herein as the “Term”).
At any time after the expiration of the Initial Term, CALL CENTER may change their prices and terms on which SERVICES will be provided by providing at least thirty (30) days prior written notice via Email to CLIENT (the “Fee Notice Period”). In its sole discretion, CLIENT shall have the right to reject such changes. In such case, this Agreement shall automatically terminate without penalty to either party upon expiration of the Fee Notice Period.
SECTION 5.2. TERMINATION
Both CLIENT and CALL CENTER may terminate this Agreement at any time during the Initial Term and any Renewal Term without cause upon fourteen (14) days written notice to the other party.
INDEMNITY; LIABILITY AND DISCLAIMERS; INSURANCE
SECTION 6.1. INDEMNIFICATION BY CLIENT
Subject to the limitations of liability set forth in Section 6.3.2 of this Agreement, CLIENT agrees to indemnify and hold harmless CALL CENTER and its affiliates, and their respective officers, directors, shareholders, members, partners, employees, agents and other personnel, from any liabilities, causes of action, lawsuits, penalties, damages, claims or demands (including the costs and expenses and reasonable attorneys’ fees on account thereof) that may be made: (i) by any person or entity for injuries or damages of any kind or nature (including but not limited to personal injury, death, property damage and theft) resulting from or relating to (x) the negligent or willful acts or omissions of CALL CENTER, those of persons or entities furnished by CALL CENTER, or CALL CENTER’s employees, AGENTs, agents or subcontractors, (y) the use of CALL CENTER’s SERVICES furnished hereunder, (ii) CALL CENTER’s breach of this Agreement or its failure to perform any obligation hereunder, or (iii) by any employee or former employee of CALL CENTER or any of its AGENTs, agents or subcontractors for which CALL CENTER’s liability to such person or entity would otherwise be subject to payments under workers’ compensation or similar laws. At its own expense, CLIENT agrees to defend CALL CENTER, at CALL CENTER’s request, against any such liability, cause of action, lawsuit, penalty, claim, damage or demand. CLIENT agrees to notify CALL CENTER as soon as possible of any written claims or demands against CLIENT for which CALL CENTER is responsible hereunder. The preceding indemnity shall be in addition to any other indemnity obligations of CALL CENTER outlined in this Agreement.
SECTION 6.2. INDEMNIFICATION BY CALL CENTER
Subject to the limitations of the liability provisions of Section 6.3.2 of this Agreement, provided that CLIENT cooperates with CALL CENTER, CALL CENTER agrees to indemnify and hold CLIENT and its affiliates, and their respective officers, directors, shareholders, members, partners, employees, agents, and other personnel, harmless from any loss, liability, damages or costs based on the operations of any Products or any infringement by the Products of any patent or proprietary right of a third party. CLIENT agrees to notify CALL CENTER as soon as possible of any written claims or demands against CALL CENTER for which CALL CENTER is responsible hereunder. CALL CENTER shall have no liability for, and CLIENT shall indemnify and hold CALL CENTER and its affiliates, and their respective officers, directors, shareholders, members, partners, employees, agents, and other personnel, harmless from and against, any claim based upon CALL CENTER’s conduct, if such infringement, cause of action or further damage would have been avoided but for that conduct.
SECTION 6.3. WARRANTY; LIMITATION OF LIABILITY
6.3.1. CALL CENTER warrants to CLIENT that the SERVICES furnished under this Agreement will be provided in a professional and workmanlike manner in conformance with the metrics outlined in this Agreement.
6.3.2. Both CLIENT and CALL CENTER agree that if CALL CENTER is at fault, CALL CENTER’s maximum liability to CLIENT will be limited (capped) to a refund of the preceding month’s (one month) payment received from CLIENT.
SECTION 7.1. NON-DISCLOSURE
7.1.1. As used in this Section 7.1, “Confidential Information” means private, confidential, trade secret, or other proprietary information (whether or not embodied or contained in some tangible form) relating to any actual or anticipated business of CLIENT or CALL CENTER, as applicable, and their respective affiliates, or any information which, if kept secret, will provide the party disclosing such Confidential Information (in each case a “Discloser”) an actual or potential economic advantage over others in the relevant trade or industry. As defined herein, Confidential Information includes, without limitation, formulae, compilations, computer programs and files, devices, methods, techniques, know-how, inventions, research and development, business data (including cost data), strategies, methods, prospects, plans and opportunities, DISTRIBUTOR lists, marketing plans, specifications, financial information, invention disclosures, patent applications (whether abandoned or not), techniques, products, and SERVICES of the Discloser and identified orally or in writing by the Discloser as confidential, proprietary or trade secret information. Confidential Information includes any information or material received by the Discloser from a third party and data held in confidence by a third party and made available to the party receiving Confidential Information (in each case, a “Recipient”).
7.1.2. Except as required in the performance of its obligations under this Agreement or with the prior written authorization of the Discloser, the Recipient shall not directly or indirectly use, disclose, disseminate or otherwise reveal any Confidential Information and shall maintain Confidential Information in confidence for five (5) years from the date of termination or expiration of this Agreement, for whatever reason. Recipient shall use the same care and discretion to protect the Discloser’s Confidential Information as Recipient uses to protect its confidential information, but not less than a reasonable standard of care. Recipient shall restrict the use of the Discloser’s Confidential Information to its employees and those consultants who have been pre-approved in writing by Discloser, who need to know the Confidential Information, and who have a written agreement with Recipient sufficient to comply with this Agreement.
7.1.3. Nothing contained in this Section 7.1 shall in any way restrict the Recipient’s rights to use, disclose, or otherwise dispose of any information which:
(a) At the time of disclosure, Discloser was already in possession of Recipient (provided such information had not been previously furnished to Discloser by Recipient), as shown by a written record;
(b) Is independently made available to Recipient by an unrelated and independent third party whose disclosure does not constitute a breach of any duty of confidentiality owed to Discloser;
(c) Is generally available to the public in a readily-available document; or
(d) Is compelled to be disclosed under a court order, provided that Discloser shall first have the opportunity to request an appropriate protective order.
7.1.4. Nothing in this Agreement shall be construed as granting any rights or licenses in any Confidential Information to any person or entity.
7.1.5. Upon termination or expiration of this Agreement for any reason whatsoever, CLIENT and CALL CENTER shall leave with or return to the other all documents, records, notebooks, computer files, and similar repositories or materials containing Confidential Information of the other party and such other party’s affiliates, including all copies thereof.
7.1.6. CALL CENTER and CLIENT agree that the terms of this Section 7.1 are reasonable and necessary to protect their respective business interests and that the other party would suffer irreparable harm from a breach of this Section 7.1. Thus, in addition to any other rights or remedies, all of which shall be deemed cumulative, CALL CENTER and CLIENT and their respective affiliates, as applicable, shall be entitled to obtain injunctive relief to enforce the terms of this Section 7.1.
SECTION 7.2. INTELLECTUAL PROPERTY
7.2.1. CALL CENTER agrees to disclose and furnish promptly to CLIENT any technical information, the computer, or other apparatus programs, inventions, specifications, drawings, records, documentation, works of authorship or other creative works, ideas, knowledge or data, written, oral or otherwise expressed, first made or created for and paid for by CLIENT under this Agreement (herein “Work Product”). The Work Product includes, without limitation, any scripts, lists of frequently asked questions and responses to them, etc., prepared by CLIENT and utilized by CALL CENTER to provide SERVICES regarding the Products.
7.2.2. Subject to the provisions of this Section 7.2.2, CLIENT agrees to assign and does hereby assign to CALL CENTER all right, titles and interests in and to any Work Product. To the extent that Work Product qualifies as a “work made for hire,” it shall be deemed such. Notwithstanding the preceding, (i) CALL CENTER retains a perpetual, nonexclusive, royalty-free, unrestricted right and license to any structure, architectures, ideas, and concepts subsisting in such Work Product.
7.2.3. CLIENT agrees to take all reasonable steps, at CLIENT’s expense, to assist CALL CENTER in the perfection of the rights assigned hereunder.
7.2.4. CALL CENTER shall not acquire any right to any trade name, trademark, service mark, copyright, patent, or another form of CLIENT intellectual property. CALL CENTER shall not use the such intellectual property of CLIENT in any manner except in the performance of its obligations hereunder as permitted or contemplated in connection therewith.
SECTION 7.3. SEVERABILITY; WAIVER
Suppose any of the provisions of this Agreement are held invalid or unenforceable because of the scope or duration thereof or for any other reason. In that case, such invalidity or unenforceability shall attach only to the particular aspect of such provision found invalid or unenforceable and shall not affect any other provision of this Agreement. To the fullest extent permitted by law, this Agreement shall be construed as if the scope or duration of such provision had been more narrowly drafted so as not to be invalid or unenforceable.
SECTION 7.4. NO OTHER AGREEMENTS
The parties acknowledge having read this Agreement and agree to be bound by its Terms. This Agreement and the Schedules attached hereto supersedes and replaces any existing agreement, written, verbal, or otherwise, entered into between or among CALL CENTER and CLIENT relating to the subject matter hereof except that the provisions of a Nondisclosure Agreement, between CALL CENTER and CLIENT, shall remain in full force and effect as it relates to the exchange of information between the parties from the date of such Nondisclosure Agreement through the date of this Agreement.
SECTION 7.5. ASSIGNABILITY
Either party shall not assign this Agreement without the prior written consent of the other party, which shall not be unreasonably withheld or delayed. Any attempted assignment without permission where required will be null and void.
SECTION 7.6. GOVERNING LAW
This Agreement shall be governed by and construed by the Arbitration laws of the County of Lee, State of Florida, USA, concerning its choice of law provisions.
Any disputes or controversy that this Agreement expressly provides to be resolved by arbitration shall be settled by the Center for Public Resources Rules for Non-Administered Arbitration of Business Disputes.
The parties shall each select an arbitrator sufficiently knowledgeable in the areas of law necessary to arbitrate the controversy, and the two (2) arbitrators selected will assign a third arbitrator (collectively, the “Arbitration Panel”). The Arbitration Panel shall arbitrate the controversy by majority decision. The United States Arbitration Act, 9 U.S.C., shall govern the arbitration, and any court having jurisdiction thereof may enter judgment upon the majority decision rendered by the Arbitration Panel. The Arbitration Panel is not empowered to award damages more than actual damages, including punitive damages. The Arbitration Panel shall determine issues for resolution but may not limit, expand or otherwise modify the terms of the Agreement. The Arbitration Panel is not empowered to act or make any award other than an award based solely on the rights and obligations of the parties before any termination of this Agreement.
Each party shall bear its own costs and expenses of the arbitration, except that the parties will share equally the compensation and costs of the Arbitration Panel. This requirement for arbitration does not constitute a waiver of any right of termination under this Agreement. A request to a court for interim measures shall not waive the obligation to arbitrate. The parties, their representatives, other participants, and the Arbitration Panel shall confidently hold the arbitration’s existence, content, and result.
SECTION 7.7. FORCE MAJEURE; DISASTER RECOVERY
Each party shall be released from and shall have no liability for any failure beyond its reasonable control, including, but not limited to, acts of God, labor troubles, strikes, lockouts, severe weather, delay or default of utilities or communications companies, or accidents.
SECTION 7.8. INDEPENDENT CONTRACTOR
Concerning all matters relating to this Agreement, CALL CENTER shall be deemed an independent contractor. CALL CENTER shall not represent itself or its organization as having any relationship to CLIENT other than that of an independent agent for the limited purposes described in this Agreement.
SECTION 7.9. AUTHORIZED REPRESENTATIVES
CALL CENTER shall designate and maintain at all times a project manager to serve as a single point of contact for CLIENT to assist in resolving all technical, operational, and implementation-related matters. CALL CENTER will try not to change this project manager and, in any event, will let CLIENT know of any such changes as soon as possible. In addition, each party shall, at all times, designate one representative who shall be authorized to take any action and grant any approvals required in the course of the performance of this Agreement. If such representations are not allowed to act for and bind this party, it’s okay with the approval of amendments to this Agreement, which may be approved only by the CEO of CLIENT and CALL CENTER.
SECTION 7.10. NOTICES
Any notice required or permitted hereunder shall be deemed sufficient if given in writing and delivered personally, by facsimile transmission, by reputable overnight courier service or United States mail, postage prepaid, to the addresses shown below or to such other addresses as are specified by similar notice, and shall be deemed received upon personal delivery, upon confirmed facsimile receipt, two (2) days following deposit with such courier service, or three (3) days from deposit in the United States mails, in each case as herein provided:
If to CALL CENTER:
If to CALL CLIENT:
Either party may change its address and the name of its designated recipient of copies of notices for purposes of this Agreement by giving the other party written information of the new name and the address, phone, and facsimile number of its designated recipient by Section 7.9.
SECTION 7.11. REPRESENTATIONS
As noted here, no employee, agent, or representative of either party will have the authority to bind the other party to any representation, oral or written, or any warranty concerning the SERVICES or the performance of the SERVICES.
SECTION 7.12. RIGHT OF ACCESS
CALL CENTER shall permit reasonable access for one CLIENT employee to its facilities with no less than 72 hours notice. Access shall be for no more than one hour, onsite, per visit, for one person, and not more than one visit per month, unless otherwise prior agreed in writing by CALL CENTER.
In WITNESS of which, the parties here have signed this Agreement effective as of the date set forth on the first page.
CALL CENTER will be processing business calls via VoIP on CLIENT’s behalf, accepting or making calls, answering general Product or Service-related questions, and making CLIENT-requested changes, additions, and edits, to CLIENT online computer files.
To service CUSTOMERS who have already joined through the CLIENT’s Web Site.
The call handling flow will be as follows:
CALL CENTER AGENT will accept calls”.
The location of the CALL CENTER is to be determined solely by CALL CENTER, which will be in specific global locations as decided at CALL CENTER’s sole discretion.
CLIENT agrees to be heavily involved in the training of CALL CENTER AGENTs. CLIENT will provide several scripted calls flows that AGENTs will follow.
— CALL CENTER will provide the agreed-upon number of trained and dedicated AGENTs according to “Schedule D.”
— CALL CENTER will monitor at least ten monthly calls per AGENT. All outbound calls will have a sales verification script provided by the CLIENT that AGENTS will read to prospects and CUSTOMERS.
— CALL CENTER will provide service from 9 a.m. to 5 p.m. Eastern Standard Time, Monday through Friday.
CALL CENTER PROGRAM DESCRIPTION:
CALL CENTER will offer a service bureau to accept and make inbound and outbound calls from CUSTOMERS, answer Product related questions, complete service calls whenever possible, or escalates to CLIENT for completion during assigned business hours.
CALL HANDLING: The call flow will be as follows:
— Calls will be first handled by a CALL CENTER Tier 1 AGENT that will provide a brief explanation of the service and collect various pieces of information, potentially including payment data.
— The calls will then be escalated to a CALL CENTER Tier 2 AGENT in the event the Tier 1 AGENT needs help.
— The calls will then be escalated to the CLIENT if both AGENTs need help.
So long as CLIENT contracts the appropriate number of Agents to be on duty handling incoming DISTRIBUTOR calls, CALL CENTER will assume responsibility for managing service AGENT levels. The agreed-upon target is at least 80% of all calls will be answered within one minute.
The response can be defined in three ways: 1) complete response and closure; 2) response back requesting more information from the DISTRIBUTOR to assist in clarifying the problem or to assist in the resolution of a problem, and 3) response stating that CALL CENTER is researching the problem and will get back to the DISTRIBUTOR by the end of the next business day.
CALL LENGTH: The parties mutually anticipate an average call handling time of less than five (5) minutes per call. Suppose the average exceeds the number of minutes for any monthly billing period. In that case, CALL CENTER will promptly notify CLIENT and cooperate with CLIENT in adopting measures reasonably calculated to reduce the such average.
Suppose the average call handling time exceeds five minutes, and the parties cannot mutually agree on measures reasonably calculated to reduce such average or on a revised maximum average call handling time. In that case, either party may terminate this Agreement (without payment of any early termination fees or other liability to the other party) upon at least thirty (30) days written notice to the other party.
TRAINING AND AGENTS:
CLIENT agrees to be heavily involved in training AGENTs. CLIENT will provide several scripted calls flows that AGENTs will follow. Training will be for not less than three (3) days, with all AGENTs being “web qualified” via GoToMeeting.
CALL CENTER will provide the number of agreed AGENTs per shift commencing on acceptance of the Agreement. After that, CALL CENTER and CLIENT will agree to any adjustments in the number of such AGENTs from time to time during the Term to ensure the prompt delivery of quality SERVICES.
QUALITY ASSURANCE: A monitoring program will be implemented by CALL CENTER. CALL CENTER will perform AGENT monitoring at least weekly.
CALL CENTER will provide CLIENT, at an additional charge according to “Schedule C,” with the capability to perform remote monitoring.
CALL CENTER will monitor at least ten calls per AGENT per month.
CLIENT may develop Frequently Asked Questions (“FAQ”) interactive web-based response capabilities for AGENT answers to commonly asked questions.
CALL CENTER SERVICE REPORTS
Reports will be provided to CLIENT for each contracted Agent every week, of program statistics, including the number of Inbound Calls answered, abandoned, talk time, hold time, after-call work time, number of transfers and outbound calls, and percentage of calls answered in thirty (30) seconds.
CALL CENTER FEES
The fees below apply to both the Inbound and Outbound Telemarketing SERVICES.
Fee #1. ___________________________________________________.
Fee #2. ___________________________________________________.
Fee #3. ___________________________________________________.
Fee #4. ___________________________________________________.
Fee #5. ___________________________________________________.
Fee #6. ___________________________________________________.
CLIENT agrees to provide CALL CENTER with a rolling sixty-day call projection for additional AGENT staffing requirements. Should the number of calls vary by greater than 10% of this forecast, the parties will negotiate on new service level targets in good faith.
THE PARTIES AGREE AND SIGN THESE ADDENDUMS (SCHEDULES). EXCEPT AS OTHERWISE AMENDED OR MODIFIED BY BOTH THE CALL CENTER AND THE CLIENT, ALL OTHER TERMS AND PROVISIONS OF THE MASTER AGREEMENT SHALL REMAIN IN FULL FORCE AND EFFECT.
By: GoFast Technologies LLC