Master Agreement for Outsourcing Call Center Support

INBOUND CALL: Is defined as a call that has physically arrived to CALLTECH’s Interactive Voice Response Unit or similar system by way of PRICELINE’s IVR or other mechanism for the purpose of providing Services as described in this Agreement. CUSTOMER CALLBACKS CALLTECH agrees that in the event a CALLTECH CSR is unable to resolve a support incident during an Inbound Call, the CSR will make all reasonable efforts to contact the Customer as soon as possible with the solution. Any default claimed by CALLTECH against PRICELINE which cannot be resolved by negotiation between the parties shall be referred to binding arbitration by CALLTECH as provided in Section 7.11 of this Agreement, and CALLTECH shall not be entitled to terminate this Agreement or suspend, in whole or in part, the performance of its obligations hereunder on account of any such breach pending outcome of the arbitration. This Agreement and the Schedules attached hereto and supersedes and replaces any existing agreement, written or otherwise, entered into between or among PRICELINE and CALLTECH relating to the subject matter hereof except that the provisions of that certain Nondisclosure Agreement, dated December 19, 1997, between PRICELINE and CALLTECH, 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. PRICELINE will provide reasonable advance notice of the actual Teleservices Launch Date once it is determined by PRICELINE. CALL HANDLING: The call flow will be as follows: o Initially calls with be handled by a VRU that will collect various pieces of information as determined by PRICELINE. o The calls will then be transferred to CALLTECH where the transaction will be completed by a CALLTECH customer service representative. O After the VRU portion of the call, CALLTECH will receive the call through CALLTECH’s ACD. o The connection from CALLTECH to PRICELINE’s computer sales system will be through PRICELINE’s server. CALLTECH acknowledges its prior receipt of the implementation fee from PRICELINE. -3- PRIVATE/PROPRIETARY ———- CONTAINS PRIVATE AND/OR PROPRIETARY INFORMATION. MAY NOT BE USED OR DISCLOSED OUTSIDE PRICELINE.COM LLC AND CALLTECH COMMUNICATIONS, INCORPORATED EXCEPT PURSUANT TO A WRITTEN AGREEMENT The implementation fee will be credited back to PRICELINE if the call volume in the 60-90 day period following the Launch date exceeds 30,000 minutes in the aggregate. SCHEDULE F – CALLTECH FEES AND RELATED CHARGES: CallTech acknowledges that exercised its option set forth on Schedule F to the Master Agreement to covert its payment obligations to CallTech to the Variable Rate Minute Structure identified on Schedule F. Such conversion was effective as of August 1, 1998. DISASTER PREVENTION: CallTech will use best efforts to ensure a safe and reliable call center, including providing an uninterruptible power source for power backup, a diesel generator for additional power backup, and a backup call center site to be selected by CallTech and operational as soon as possible. HOURS OF OPERATION: Effective as of the date of this Addendum, Section 1.3 of the Master Agreement is hereby modified to reflect CallTech`s agreement to provide Teleservices to during all hours requested by so long as provides CallTech with reasonable notice of changes to the normal operating hours.

Keywords: [“CALLTECH”,”PRICELINE”,”shall”]

Free outsourcing Essays and Papers

8.6 pages) Strong Essays [preview] Outsourcing and the Global Environment – Outsourcing and the Global Environment Abstract The following paper will detail the impact on businesses concerning outsourcing and the global environment. 2.4 pages) Strong Essays [preview] Benefits of IT Outsourcing – While every organizations and company are enjoyed the benefits of IT outsourcing, the awareness of drawbacks and threats about outsourcing risk is also had been increased over the time. 1.8 pages) Better Essays [preview] It Outsourcing – It Outsourcing INTRODUCTION Companies are increasingly outsourcing the management of information technology for reasons that include concern for cost and quality, lagging IT performance, supplier pressure, access to special technical and application skills, and other financial factors. 3.5 pages) Strong Essays [preview] The Advantages and Disadvantages of Outsourcing – In the past decade the topic of outsourcing has become a heavily debated subject on if it is ethically correct to outsourcing jobs to foreign countries. 1.5 pages) Good Essays [preview] Labor in the United States and Outsourcing – … Opposed to widespread belief of outsourcing threatening the labor of United States economy it has been seen that businesses have been able to extract a multitude of benefits through the outsourcing which has in turn created a number of employment opportunities along with it. 1.6 pages) Good Essays [preview] Outsourcing and Off Shoring is Unethical – In light of recent growth of domestic and foreign countries outsourcing and off shoring over seas, companies been taken advantage of the cheap labor cost for outsourcing and off shoring manufacturing. 2.1 pages) Good Essays [preview] Outsourcing Financial Institutions in Singapore – Outsourcing a bank in Singapore Before deciding to outsource the institution should notify to monetary authority of Singapore, in most cases MAS is interested in material outsourcing. 3.9 pages) Strong Essays [preview] Outsourcing and Information Technology – 1.0 INTRODUCTION 1.1 Outsourcing Outsourcing can be defined as an any task, operation that being contracted to a third party for a significant time. The topics include the background and nature of offshore outsourcing, reasons for outsourcing, why trading promotes gain, current economic standing from outsourcing, and finally how outsourcing affects wages and employment…. :: 6 Works Cited 1704 words. 4.6 pages) Powerful Essays [preview] Stragetic Outsourcing – Strategic Outsourcing The purpose of this paper is to explore the strategic advantages and disadvantages of outsourcing information technology functions.

Keywords: [“outsourced”,”company”,”work”]


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