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1. Business Continuity: Disaster recovery and business continuity procedures, recommended for critical service arrangements

2. Training Requirements: Specific training requirements for call center staff, relevant when client-specific knowledge is required

3. Language Requirements: Specific language proficiency requirements, needed for multilingual service delivery

4. Quality Assurance Program: Detailed quality monitoring and improvement procedures, recommended for complex service arrangements

5. Technology Integration: Requirements for integration with client systems, needed when technical integration is required

6. Call Recording and Storage: Procedures for call recording and data storage, required when call recording is part of the service

7. Customer Satisfaction Metrics: Specific customer satisfaction measurement and reporting requirements, recommended for customer-facing services

1. Schedule A - Service Level Metrics: Detailed breakdown of all performance metrics, targets, and measurement methodologies

2. Schedule B - Rate Card: Detailed pricing structure including base rates, volume discounts, and special service charges

3. Schedule C - Escalation Matrix: Contact details and procedures for different levels of issue escalation

4. Schedule D - Report Templates: Standard formats for various performance and activity reports

5. Schedule E - Technical Requirements: Detailed technical specifications for systems, connectivity, and equipment

6. Schedule F - Security Protocols: Detailed security procedures, data protection measures, and compliance requirements

7. Appendix 1 - Key Personnel: List of key contacts and responsible personnel from both parties

8. Appendix 2 - Service Scripts: Standard call scripts and procedures for different types of calls