Remember these when drafting a call center deal

Outsourcing contracts function in two ways. First, they protect the parties involved from unfavorable situations, ensuring that both organizations are prepared to deal with them. Second, they ensure that all tasks previously agreed upon are being performed dutifully by both the brand (as the client) and the call center.

It goes without saying that drafting a contract with an outsourcing company is a process that must not be rushed. Here are some tips you should follow to avoid mishaps as you sign the official deal with your chosen bilingual call center partner.


1.     Agree on the language to be used.


Big problems can arise if you and your outsourcing partner aren’t speaking the same language. If the contract is in English and you want it to be translated to your native tongue, make sure that the translation accurately reflects the clauses written in the original version. A professional language expert and a law practitioner should both be consulted to verify both documents’ accuracy. This would prevent future problems caused by miscommunication and poor translations.


2.     Carefully study the tax laws on both locations.


If you decide to outsource, you’ll most likely be operating remotely from your customer service provider. Such setup entails different tax and business laws, and you need to be familiar with them before signing an outsourcing deal. If you don’t, you might end up committing accidental violations that could’ve been easily avoided. Plus, you need to watch out for hidden charges, so you can make more accurate financial forecasts. To be sure, consult the advice of a reliable lawyer from the same location as your bilingual call center.


3.     Seek legal advice from experts.


This one’s probably self-explanatory, but it’s perhaps the most important reminder in this entire list. You need law practitioners you can trust to provide the best inputs. They’ll be able to spot loopholes, clauses that may compromise your company, or unfair penalties. This way, you can rest assured that everything is covered by the contract.


4.     A good contract is fair, specific, and flexible.


In the process of drafting the deal, both parties—the client and the call center—may be tempted to tailor-fit it in a way that benefits their own organization more. However, that’s not the ideal goal of outsourcing contracts. A good contract offers rewards for everyone involved; at the same time, it sets fair penalties for anyone who would violate the written agreement. Most importantly, it allows room for revisions, as a too rigorous contract may prevent involved parties from making wise decisions.


5.     Plan for the contract’s end.


Don’t forget to plan for the contract’s end. In fact, the moment you start drafting a deal, you must already have an exit strategy in mind. It’s best to be prepared for situations that could compromise your company’s integrity or the branding you want to maintain.



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