Write down the operating promise
Specify the campaign, audience, call direction, handling hours, booked capacity and actions agents may take. Include knowledge ownership, escalation routes, reporting and any CRM or telephone dependencies. If coverage is limited to scheduled sessions, the scope should say so clearly.
An SLA is a specific service-level agreement, not a synonym for a general package description. Response-time, availability or resolution targets need a feasible capacity design, a measurement method, exclusions and agreed responsibilities. Published agent-hour blocks do not automatically include enterprise service guarantees.
Put commercial conditions beside the service
The standard prepaid packages cover one agreed non-regulated campaign in weekday sessions within 09:00–17:30 UK local time, excluding bank holidays. The full scope, staffing availability, start date and cancellation terms are confirmed before payment. There is no automatic renewal.
External calls, number services, porting, data and screening-provider charges are separate, along with any agreed bespoke or specialist work. Confirm the price, applicable VAT, payment terms and treatment of rescheduling or scope changes in the written quotation. Do not assume an unanswered commercial question has a standard answer favourable to either party.
Make responsibilities work across organisations
Data roles, permitted processing, access, retention and campaign controls need to match the actual service. Identify who supplies and approves data, who maintains suppression instructions and who responds to customer rights requests or incidents. A contract label alone cannot establish the right data protection role.
The agreement should also explain changes and exit. Who approves a new script, additional campaign or integration? What happens to numbers, open tasks, access and agreed records when service ends? A practical handover plan prevents the end of a short campaign from leaving customers or responsibilities stranded.