SLA and Call Center Contracts: What to Negotiate Before Signing

Before signing with a call center, the contract and SLAs (Service Level Agreements) are critical elements. They define the provider's commitments and remedies in case of non-compliance.

Key indicators to contractualize include: answer rate (generally > 95% within 20 seconds), abandonment rate (< 5%), minimum CSAT (> 90%), and first contact resolution rate.

Contractual penalties are important: they incentivize the provider to meet its commitments. Negotiate progressive penalties based on the gap with objectives.

The commitment period is to be negotiated according to your situation: minimum 3 months to test quality, with renewal and volume adjustment options.

Confidentiality and data protection are non-negotiable: require a GDPR-compliant DPA (Data Processing Agreement) with detailed security clauses.

Finally, reporting must be contractualized: frequency, format, included indicators. A minimum monthly report is essential, with real-time access to key KPIs.

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