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Penalty clauses

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    LoyaltyManager
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    Hi

    We are a Loyalty management consultancy and presently work on a client who wishes to outsource their Member Service Centre (customer service centre). Please can someone advise when preparing a contact what should be the penalty clause in the even of non service level adherence.

    What should be the percentage of penalty what precentage of leverage should be given to the service provide to deviate from service levels for justified causes.

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