Outbound Sales Callcenter for Medical Devices

Statement of Work (SOW) for Sales Department Outsourcing to Call Center in the Philippines Introduction: This Statement of Work (SOW) outlines the requirements and expectations for outsourcing our sales department to a call center located in the Philippines. The service provider (call center) is expected to fulfill the specified tasks and deliverables outlined herein. Scope of Work: The service provider shall be responsible for conducting sales conversion activities on behalf of our company. This includes but is not limited to: Making customer service calls to potential leads in need of medical services and/or treatment. Achieving a predefined quota of conversions per day and per week. Required Resources: The service provider must ensure the availability of: Five (5) strong agents with excellent English speaking skills. Agents should have prior experience in sales and customer service. Agents must demonstrate proficiency in conducting sales conversions and handling objections effectively. Agents should possess a strong understanding of our products/services to effectively communicate with potential customers. Special Requirement: The call center must have light experience in dealing with patients in the medical field. While the primary focus is on sales conversion, there may be instances where medical-related inquiries arise. Therefore, agents should be equipped with basic knowledge and sensitivity in handling such inquiries. Performance Metrics: The service provider shall be evaluated based on the achievement of CONVERSION quotas set forth by our company. Quality of conversion calls, including professionalism, clarity, and adherence to scripting guidelines. Customer satisfaction ratings based on post-conversion interaction surveys. Reporting: The service provider is required to provide daily and weekly reports detailing sales conversion activities, achievements, challenges faced, and any customer feedback gathered. Reports should be submitted in a format agreed upon by both parties. Compliance and Confidentiality: The service provider shall adhere to all relevant laws, regulations, and industry standards governing sales conversion and customer service operations. Any confidential information obtained during the course of providing services must be handled with utmost confidentiality and not disclosed to third parties without prior written consent. Term of Agreement: This agreement shall commence on _______________________ and continue until ___________________________, unless terminated earlier as per the terms outlined in the agreement. Termination: Either party may terminate this agreement with 30 days' written notice for any reason or for cause, including but not limited to breach of contract, failure to meet performance standards, or insolvency. Miscellaneous: Any changes or modifications to this SOW must be agreed upon in writing by both parties. This SOW constitutes the entire agreement between the parties and supersedes all prior agreements and understandings, whether written or oral.