Servicing Contracts

Updated: May 7

The Statement of Work (SOW)

The SOW is a legally binding contract between Genesis and the client delivered through the Arise platform. It serves as the direct business-to-business link between Genesis and the client in regard to specific call center services.

Genesis utilizes the SOW to identify and direct an Agent to a program in order to provide client services on behalf of the Call Center. Genesis Agents do not receive, own, sign, authorize, or approve SOWs; clients address and send them to Genesis as a call center service request. Genesis then receives, interprets, signs, and maintains all SOWs and encourages Agents to focus on meeting certification and servicing requirements.

Once Genesis receives an SOW for services, Genesis Contract Compliance initiates the CSA Production Process. This process begins approximately two weeks or more before Agents begin taking live calls.

What is the Client Service Agreement (CSA)

The CSA is a legally binding contract between Genesis and the individual Agent. The CSA outlines the program specific contractual servicing obligations to the Agent and includes, but is not limited to, performance expectations, hours of service, pay rates, and service level metrics of the client opportunity that the Agent has agreed to undertake. Genesis and the Agent sign and maintain the CSA.

Genesis Contract Compliance produces the CSA through the production process and delivers it to the Agent approximately 1 - 3 days before the effective date (the date live call taking begins).