Client Testimonials
"As the UK's fastest growing multi channel integrated communications/contact centre business, it is vital for The Listening Company to work with a law firm that understands our business drivers and business model, from both a commercial and legal perspective, can handle our increasing requirements, and has the expertise and experience to support us in contract negotiations with our clients.
The Waterfront Partnership as a whole and Carole Hailey in particular understand the outsourcing sector so well that they actually fulfil the role of an in house General Counsel, bringing expert contract review and drafting skills to bear, with limited briefing from us; and stand up against our client's lawyers in contract negotiation where necessary, often against firms much larger than themselves. They only spend time on the major issues and translate our commercial objectives into a legal framework.
I recommend them without hesitation."
Trevor Brown, Chief Operating Officer, The Listening Company
Business Process Outsourcing
Increasingly, major organisations are successfully using Business Process Outsourcing ("BPO") as a strategic business solution. For any BPO arrangement the contractual provisions are the key to managing the cost base, establishing the requirements and identifying the responsibilities.
The key points to consider in any BPO contract (in addition to the usual contractual considerations) are:
- Transition - both on contract commencement and contract termination
- Areas of supplier, client and third party responsibilities
- Ownership of facilities and assets
- Ownership of software and other intellectual property
- Transfer (or not) of existing third party supplier agreements
- Transfer of Personnel issues (usually referred to as TUPE)
- Technology planning - "future-proofing" the service
- Use of third parties to provide services
- Service levels - what are they and how to measure them
- Service credits - should you have any?
- Change management
- Contract management
- Confidentiality and Security
- Benchmarking - how to do it
- Charging structure